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Microsoft MB-230 - Microsoft Dynamics 365 for Customer Service

Microsoft MB-230 Premium Access     Download Demo    
Page: 3 / 6
Total 369 questions

You are a Dynamics 365 system administrator.

The customer service desk needs to be able to apply service level agreements (SLAs) on demand to customers that do not have SLAs.

You need to determine how SLAs on demand can be assigned.

What are two possible ways to achieve this goal? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

A.

Use an existing customer SLA and change the conditions after assigning the SLA to the customer record.

B.

Create a new SLA for each case that does not have a customer SLA.

C.

Go into the SLA configuration and assign it to a customer.

D.

Automatically apply SLAs to records based on business logic.

E.

Assign SLAs manually to records.

You need to create the dashboards.

Which dashboard types should you use? To answer, drag the appropriate dashboard types to the correct scenario. Each dashboard type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.

NOTE: Each correct selection is worth one point.

You need to implement service-level agreements.

Which type of agreements should you implement?

A.

On-demand

B.

Standard

C.

Enhanced

D.

Contact

You need to ensure users can search the knowledge base from a case record.

Which two actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A.

Add Knowledge Base Search control to the dashboard.

B.

Check Knowledge Management from the case entity in the solution.

C.

Insert the Knowledge Base Search control on the form.

D.

Select the Knowledge Base Search control from the entity.

E.

Add the Quick Find option to the views.

You need to create an entitlement template. In System Settings, you navigate to Service Management.

Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

You need to add SLA timers to the Case form.

Which two options should you configure? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A.

Create Quick View Form in SLA KPI Instance entity.

B.

Create SLA KPI Instance entity.

C.

Create field in case entity with lookup to SLA KPI Instance.

D.

Create Quick View Form in Case entity with reference to the SLA KPI Instance entity.

E.

Insert subgrid from the SLA KPI Instance entity into the Case Main form.

You need to decide which action is applicable in the SLA.

What should you do? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

You need to resolve the live chat routing issue for Agent2.

Which three actions can you perform? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

A.

Give Agent2 a high proficiency rating value for a specific HVAC unit

B.

Verify Agent2 has profile-based capacity available.

C.

Give Agent2 a high proficiency rating value for language.

D.

Add a language resource characteristic to the profile of Agent2.

E.

Verify Agent2 is set as a Contact resource type.

You need to resolve the issues with the French-translated article.

Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

A.

Publish the translated article.

B.

Mark the Product associations field complete.

C.

Create a major version of the translated article.

D.

Publish the parent English article.

E.

Associate the HVAC product.

You need to configure the SMS workstream for the agents, what should you do?

A.

Disable the agent affinity setting.

B.

Set the work distribution mode to Push.

C.

Modify the work distribution mode and set to Pull.

D.

Use the existing fallback queue.

E.

Add an Agent assigned automatic message to the channel.