Microsoft MB-230 - Microsoft Dynamics 365 for Customer Service

You need to implement service-level agreements.

Which type of agreements should you implement?

You need to ensure cases are handled correctly.

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

NOTE: Each correct selection is worth one point.

A company is evaluating Dynamics 365 Customer Service Insights.

The company decides to use the sample data environment to expedite the evaluation process.

You need to recommend a dashboard.

Which dashboard should you recommend? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

You need to configure the system so that an email is sent to a manager about the SLAs according to the requirements.

What should you configure?

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.

You are the Dynamics 365 administrator for a help desk. You merge CaseB into CaseA. You need to examine each case and determine what occurred.

What is the result of the merge? To answer, select the appropriate action in the dialog box in the answer area. NOTE: Each correct selection is worth one point.

You are demonstrating the Microsoft Teams integration capability for calling. You use a Dynamics 365 Customer Service sandbox environment for the demonstration. SharePoint Online integration is configured for the environment.

After the demonstration, the attendees require the following information:

• How to enable the feature in the live environment

• Where call recordings are saved

• How to initiate calls with new customers

You need to address the user questions.

How should you address each question? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

You are a Dynamics 365 for Customer Service administrator.

You must track time against enhanced service-level agreements (SLAs).

You need to add a timer.

Which three 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.

A company uses Dynamics 365 Customer Service.

The company requires the capabilities of Ask a Question in Copilot in Dynamics 365 Customer Service. The company has many support articles. Agents must be restricted from accessing some articles.

You need to ensure that agents can open only articles relevant to them when asking Copilot a question.

What should you configure?

A customer service manager wants to find out how agents describe the reasons that customers call in for support. The manager also wants topics to be automated.

You need to ensure that the manager ' s requirements are met.

What should you configure?