Microsoft (MB-230) Exam Questions And Answers page 9
You need to consider the underlined segment to establish whether it is accurate.
To make sure that a survey displays follow up questions based on answers from the preceding question, the Response routing feature should be used in the survey.
To make sure that a survey displays follow up questions based on answers from the preceding question, the Response routing feature should be used in the survey.
Dynamics 365 Customer Service Overview
Service Management
You need to configure the queue for telephone-based cases.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
Service Management
Unified Service Desk
You are using Dynamics 365 for Customer Service.
You need to create the entitlements for your customers.
What should you do?
You need to create the entitlements for your customers.
What should you do?
Dynamics 365 Customer Service Overview
Case Management
Your company makes use of Dynamics 365 Customer Service with the default settings unchanged.
You want to find like cases in the system using a default search feature.
You make use of Full-text Quick Find.
Does the action achieve your objective?
You want to find like cases in the system using a default search feature.
You make use of Full-text Quick Find.
Does the action achieve your objective?
Dynamics 365 Customer Service Overview
Knowledge Management
You manage a Dynamics 365 for Customer Service environment.
The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entitlement.
You need to create the entitlement for the customer.
What should you do?
The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entitlement.
You need to create the entitlement for the customer.
What should you do?
Dynamics 365 Customer Service Overview
Case 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 release the case.
Does the action achieve your objective?
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 release the case.
Does the action achieve your objective?
Case Management
You make use of Dynamics 365 Customer Service. You have recently acquired Omnichannel for Customer Service.
You want to make sure that an agent is unable to view a client s credit card data in a live chat.
Which of the following actions should you take?
You want to make sure that an agent is unable to view a client s credit card data in a live chat.
Which of the following actions should you take?
Dynamics 365 Customer Service Overview
Case Management
You are a customer service manager for a company using Dynamics 365 for Customer Service.
You need to set up queues to manage support. You assign a team to each queue.
What type of queue should you configure?
You need to set up queues to manage support. You assign a team to each queue.
What type of queue should you configure?
Dynamics 365 Customer Service Overview
Service Management
You need to consider the underlined segment to establish whether it is accurate.
A customer service manager requires the Append access level to add new entitlement templates for customer service representatives.
A customer service manager requires the Append access level to add new entitlement templates for customer service representatives.
Case Management
Knowledge Management
A company is implementing Omnichannel for Customer Service.
The company separates agents into teams for billing, new product inquiries, support, and warranty. The new product team currently handles text messages, emails, and live chats from the company website.
The company plans to release a new product. Before the new product launch, the company wants to add the ability to manage conversations coming in from Facebook and Twitter.
You need to configure the system with the least amount of effort.
What should you do?
The company separates agents into teams for billing, new product inquiries, support, and warranty. The new product team currently handles text messages, emails, and live chats from the company website.
The company plans to release a new product. Before the new product launch, the company wants to add the ability to manage conversations coming in from Facebook and Twitter.
You need to configure the system with the least amount of effort.
What should you do?
Service Management
Case Management
Comments