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Microsoft (MB-230) Exam Questions And Answers page 10

You are employed as an administrator for your company s Dynamics 365 for Customer Service implementation.

Your company has several business process flows for managing contracts.

You want to specify the default process flow.

You configure the order of the business process flows.

Does the action achieve your objective?
Dynamics 365 Customer Service Overview Service Management
Your company makes use of Dynamics 365 for Customer Service.

You need to assign a case in the queue that is currently routed to you to a different user because you have booked time off work.

You delete the case.

Does the action achieve your objective?
Dynamics 365 Customer Service Overview Case Management
You are employed as an administrator for your company s Dynamics 365 for Customer Service environment.

You have been tasked with setting up Twilio SMS for the customer service division.

Which of the following is required for this configuration? (Choose two.)
Dynamics 365 Customer Service Overview Unified Service Desk
You are employed as a system administrator for your company s Dynamics 365 for Customer Service implementation.

You have been tasked with creating a service-level agreement (SLA) that allows for times and status of an SLA to be tracked.

Which of the following is the type of SLA you should create?
Dynamics 365 Customer Service Overview Service Management
You are creating surveys for Voice of the Customer (VoC).

You need to configure VoC to ensure that recipients can unsubscribe to surveys.

Which two survey features should you use? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.
Voice of the Customer Unified Service Desk
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.

After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.

You are implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2.

You need to set up the queues to meet the following requirements:

• Users must have their own queues that no one else can access.
• Users must not be able to view each other's queue.
• Users must be able to work from the support queue.

Solution:
• Set up each user queue to be public.
• Set up level1 and level2 queues to be public and add applicable members.
• Set up the support queue to be public.

Does the solution meet the goal?
Dynamics 365 Customer Service Overview Case Management
You are employed as a system administrator for your company s Dynamics 365 for Customer Service implementation.

You have been tasked with making sure that customer service representatives have the ability to add service-level agreements (SLAs) to a record manually.

You add the SLA field to the entity form.

Does the action achieve your objective?
Dynamics 365 Customer Service Overview Service Management
You are creating a Power Virtual Agents chatbot to handle common customer inquiries.

A manager reports that some inquiries are not routing to the appropriate customer service representatives. You observe that one node is inactive.

You need to determine why the node is inactive.

What should you use?
Dynamics 365 Customer Service Overview Case Management
Your company makes use of Dynamics 365 for Customer Service. You employed as a customer service representative.

You have been given the task of managing several lists of cases.

You want to create a list of cases that are open for a month.

Which of the following actions should you take?
Case Management
You are a Dynamics 365 for Customer Service administrator. Your company provides support between 9 a.m. and 5 p.m.

You must add a warning to account records when service representatives do not contact an account within eight business hours of the account being verified.

You need to enable service-level agreements (SLAs) for accounts.

In which order should you perform the actions? To answer, move all actions from the list to the answer area and arrange them in the correct order.

Dynamics 365 Customer Service Overview Case Management