Microsoft MB-230 - Microsoft Dynamics 365 for Customer Service
A company is using Omnichannel for Customer Service.
You add a live chat button to your company ' s website for existing customers. Requests for chats are handled by the next available representative. The chat must route the customer to the same representative if the customer is inadvertently disconnected.
You need to configure the chat.
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.
NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.
You are a customer service representative working with cases in Dynamics 365 for Customer Service.
You need to manage multiple lists of cases.
Which actions should you perform? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.
A company that manufactures industrial heating, ventilation, and air conditioning (HVAC) equipment is implementing Dynamics 365 Connected Customer Service.
The solution must meet the following requirements:
• Track and report changes in readings that come from the units.
• Send alerts when readings are outside of set tolerances
• Provide historical tracking of readings for trend analysis.
• Send firmware updates as needed.
You need to configure the required component
Which component should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
You are configuring a queue in Omnichannel for Customer Service for a call center.
You need to complete the queue configuration using the minimal number of actions.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
You are describing Power Virtual Agents to executives at a company.
The executives want to know which features are available out of the box.
You need to describe these features.
Which three features are available? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
You are a Dynamics 365 Customer Service administrator.
You are configuring a case dashboard.
You need to filter the dashboard to show only escalated cases and cases that are marked as Request.
Which filter should you use?
You are customizing an Omnichannel for Customer Service implementation.
A call center wants to enable a chat channel for unauthenticated chats with the following requirements:
• Chat must auto detect a customer for agents.
• A chat widget must be embedded in a specific domain.
You need to customize the solution that meets the requirements.
Which two options you should select? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
You are an Omnichannel supervisor at a company. You install a dashboard in Power BI.
You need to ensure that managers are able to access the intraday insights dashboard.
What should you do?
You need to configure the correct settings.
Which settings should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
A customer has three cases in process and two cases for the current calendar year.
You need to determine how many cases the customer has left on their entitlement.
How many cases are left?
