MB-230 Free Practice Questions — Page 5

Question 42

A company that owns hundreds of subsidiaries uses Dynamics 365 Customer Service. Each subsidiary has its own business models and serves different industries. You configure Connected Customer Service for Azure IoT Central. For which three use cases should you use Connected Customer Service? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

Question 43

A company that manufactures industrial heating, ventilation, and air conditioning units (HVAC) implements the Dynamics 365 Connected Customer Service (IoT) add-in to its environment. The company must enable the system to receive alerts from HVAC units sold to customers who purchased an extended warranty and monitoring service. You need to enable the device alerts. Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

Question 44

DRAG DROP - You create an IoT Central application to integrate with Dynamics 365 Customer Service Connected Customer Experience. You need to configure the application. Which features should you use? To answer, drag the appropriate features to the correct requirements. Each feature 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 45

A company uses Dynamics 365 Customer Service. Customer service representatives note that when they use customer workspaces to work on cases, they are unable to communicate with customers. You need to resolve the issue. Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

Question 46

A company uses Dynamics 365 Customer Service. The company plans to enable in-app notifications to improve agent productivity. Agents must be notified 15 minutes prior to any scheduled customer calls. The agents can dismiss the notification if needed. You need to enable the notification. Which notification type should you use?

Question 47

DRAG DROP - A company uses Dynamics 365 Customer Service. The administrator enables in-app notifications. Agents observe notifications in the app but are unsure which behavior triggers them. You need to identify which notification will appear based on the activity of the agent. Which notification belongs to each behavior? To answer, move the appropriate notifications to the correct agent behaviors. You may use each notification once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content. NOTE: Each correct selection is worth one point.

Question 48

DRAG DROP - A company is implementing Dynamics 365 Customer Service for its contact center. The implementation must meet the following requirements: • Use artificial intelligence to suggest similar cases. • Close cases from the productivity pane. You need to configure the feature for each requirement. Which features should you configure? To answer, drag the appropriate features to the correct requirements. Each feature 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 49

HOTSPOT - You are an Omnichannel supervisor for a company. The support team is unable to respond to all customer chats. You need to configure workstreams to ensure that no chats are missed. Which features should you select? To answer select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

Question 50

You are implementing Omnichannel for Customer Service for a company. The company wants agents to serve customers through both the company's portal and Facebook page. You need to enable the appropriate channels. Which two channels should you enable? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

Question 51

DRAG DROP - You are creating agent scripts in Dynamics 365 Customer Service. You must add the following steps to the scripts: 1. Use the greeting: Welcome to the company, how may we serve you today? 2. Send details about a customer’s account to the customer with one selection. 3. Open another set of steps to follow. You need to configure the type of steps that are needed. Which type should you choose when configuring each step? To answer, drag the appropriate types to the correct steps. Each 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.