MB-230 Free Practice Questions — Page 16

Question 155

HOTSPOT - You are an Omnichannel supervisor for an inbound call center. The call center's customer service rating has decreased over the past few months. You need to enable analysis to view real-time customer sentiment. In which configuration area should you enable each requirement? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

Question 156

DRAG DROP - A company implements Dynamics 365 Customer Service. You are setting up scheduling to dispatch repair technicians. You encounter the following issues: • You are unable to create a new organizational unit. • Repair technicians are accidentally scheduled to work on days when company is on holiday. • RepairTechnicianA does not appear on the schedule for Fridays for any issue. You need to resolve the issues. What should you modify to correct the issues? To answer, drag the appropriate resolutions to the correct issues. Each source 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.

Question 157

DRAG DROP - An organization uses Dynamics 365 Customer Service. The customer service queue is not implemented. Customer service representatives (CSRs) are unable to keep up with an influx of email inquiries. Other employees must read and respond to messages that are routed to a customer service queue. You need to create a queue for customer service emails. 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.

Question 158

A company has a service level agreement (SLA) that they will get a call back from the call center within three business days. The call center regular hours are Monday through Friday 8:00 a.m.-11:00 p.m. Eastern time. The call center is closed on New Year's Day and the day after New Year's. New Year's Day is on a Thursday this year. The company calls for support on the Tuesday before New Year's Day at 8:00 a.m. You need to determine the call center's deadline for the SLA. When will the call center miss their SLA?

Question 159

HOTSPOT - You create a survey for the employees of your company to provide feedback on future products. An employee mistakenly publishes a link to the survey on the internet. Customers and other companies use the link to respond with millions of similar recommendations. You need to create a new survey that meets the following requirements: • Allow all people in the company to respond. • Limit availability to only one day after clicking a personalized link. How should you configure the survey distribution? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

Question 160

DRAG DROP - A service manager discovers a high number of cases in the agent queues. Cases are created manually but can be reassigned using a workflow or custom API. The manager needs to know whether cases are getting duplicated because of simultaneous case creation or simultaneous case assignment. You need to identify the number of cases that are created in each scenario. How many cases are created? To answer, drag the appropriate cases created options to the correct simultaneous actions. Each cases created option 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.

Question 162

DRAG DROP - Your company makes use of Dynamics 365 for Customer Service. You have been tasked with generating business process flows. You need to make use of the necessary entities. Which of the following options would you use? Answer by dragging the correct options from the list to the answer area.

Question 163

DRAG DROP - A company that operates in 101 countries/regions globally uses Dynamics 365 Customer Service. The countries/regions currently use the same environment. An administrator plans the deployment of additional portals to support customer service processes. Each country/region requires the following: • A Microsoft Dataverse starter portal in an environment with Dataverse • A blank portal in an environment with customer engagement apps • A pre-built portal in an environment with customer engagement apps You need to determine the minimum number of environments required. How many environments will you need? To answer, drag the appropriate number to the portal requirements. Each number of 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.

Question 164

DRAG DROP - A company implements Dynamics 365 Customer Service. You must create an external-facing website that allows customers to perform the following tasks: • View the status of open support incidents. • Search knowledge base articles. • Access support discussion forums. • Update customer profile information. You need to create the portal. 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.

Question 165

DRAG DROP - You must create a custom web portal to support customer service processes. The portal must allow customers to chat with customer service if the customer initiates a chat conversation. You need to embed the chat widget into the web portal. 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.