Microsoft (MB-230) Exam Questions And Answers page 6
You are configuring a single business process flow in Dynamics 365 for Customer Service.
You need to design the business process flow.
What should you do?
You need to design the business process flow.
What should you do?
Dynamics 365 Customer Service Overview
Case Management
You are a Dynamics 365 for Customer Service administrator.
You have been tasked with making sure that cases are automatically created for emails received by clients in possession of a support contract.
You have created an automatic record creation and update rule.
Which two of the following actions should you take NEXT?
You have been tasked with making sure that cases are automatically created for emails received by clients in possession of a support contract.
You have created an automatic record creation and update rule.
Which two of the following actions should you take NEXT?
Case Management
Knowledge Management
You are an administrator of a Dynamics 365 Customer Service system for a computer support company.
Team members must handle cases as follows:
• A case for a new customer follows a different process than for a returning customer.
• A case for a returning customer who has a contract follows a different process than for a customer who is pay as you go.
• All cases must be researched and resolved.
• Cases must be handled in a manner that is simple to maintain.
You need to ensure that all team members follow the same process for handling cases.
What should you do?
Team members must handle cases as follows:
• A case for a new customer follows a different process than for a returning customer.
• A case for a returning customer who has a contract follows a different process than for a customer who is pay as you go.
• All cases must be researched and resolved.
• Cases must be handled in a manner that is simple to maintain.
You need to ensure that all team members follow the same process for handling cases.
What should you do?
Case Management
Knowledge Management
You are employed as an administrator for your company s Dynamics 365 for Customer Service implementation.
You are currently creating case dashboard. You want to make sure that the dashboard displays cases by priority.
Which of the following actions should you take?
You are currently creating case dashboard. You want to make sure that the dashboard displays cases by priority.
Which of the following actions should you take?
Dynamics 365 Customer Service Overview
Case Management
You need to consider the underlined segment to establish whether it is accurate.
The status reason for a Cancelled case status will read Researching.
The status reason for a Cancelled case status will read Researching.
Knowledge Management
You are a Dynamics 365 for Customer Service manager.
You are preparing to configure queues for the purpose of managing support. After assigning teams respectively to a queue, you need to decide on the type of queue you are going to create.
You decide to create a Public queue.
Does the action achieve your objective?
You are preparing to configure queues for the purpose of managing support. After assigning teams respectively to a queue, you need to decide on the type of queue you are going to create.
You decide to create a Public queue.
Does the action achieve your objective?
Dynamics 365 Customer Service Overview
Service Management
You are a Dynamics 365 for Customer Service administrator.
You need to deactivate entitlements.
When should you deactivate entitlements? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
You need to deactivate entitlements.
When should you deactivate entitlements? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
Dynamics 365 Customer Service Overview
Service Management
You are a Dynamics 365 for Customer Service administrator.
Your company provides standard support contracts for a total of 20 hours of email support. All 20 hours are for email support only. Phone support is offered as a premium service in allotments of 10 incidents.
You need to set up an entitlement template for the standard support.
What should you configure?
Your company provides standard support contracts for a total of 20 hours of email support. All 20 hours are for email support only. Phone support is offered as a premium service in allotments of 10 incidents.
You need to set up an entitlement template for the standard support.
What should you configure?
Dynamics 365 Customer Service Overview
Case Management
You are a customer service representative using Dynamics 365 for Customer Service.
You need to identify and eliminate duplicate cases.
What should you do?
You need to identify and eliminate duplicate cases.
What should you do?
Dynamics 365 Customer Service Overview
Case Management
You set a default entitlement for a customer.
You need to ensure that the default entitlement is automatically associated with a case.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
You need to ensure that the default entitlement is automatically associated with a case.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
Case Management
Knowledge Management
Comments