MB-230: Microsoft Dynamics 365 Customer Service Functional ConsultantDemo

You work as an administrator for your company’s Dynamics 365 for Customer Service implementation.

You are creating a case dashboard and want to ensure that it displays cases by priority.

Which of the following actions should you take?

You are tailoring an Omnichannel for Customer Service implementation.

Customers complete a pre-chat survey through a chat widget on the portal. They must accept the portal privacy policy before they can complete the survey.

A call center manager wants customer service agents to have account or contact information selected automatically based on the survey.

Configure each pre-chat survey question field to meet these requirements.

Solution: Configure the action’s input parameter type as Option set.

Does the solution satisfy the goal?

Solution: For a new action called Ready for review, disable the As a business process flow action step option.

Does this solution meet the goal?

Solution: Create an action that creates a task record assigned to the case reviewer and adds the text Ready for review to the case topic.

Does this solution meet the goal?

A client wants to use the knowledge base in Dynamics 365 Customer Service.

Identify the state of a knowledge base article when each event occurs.

You are a Dynamics 365 for Customer Service administrator.

You must track time against enhanced service-level agreements (SLAs) and need to add a timer.

Which three actions should you perform, in sequence?

You use Dynamics 365 for Customer Service.

You need to merge cases.

What is the outcome of the merge process?

You are customizing an Omnichannel for Customer Service implementation.

You need to configure the escalation process to a human agent.

Which three actions should you take? Each correct answer represents part of the solution.

NOTE: Each correct selection is worth one point.

You are provisioning Omnichannel for Customer Service.

You need to configure the system.

What should you do?

You must build a custom web portal that supports customer service processes. The portal must let customers chat with customer service when they initiate a chat conversation.

You need to embed the chat widget in the web portal.

Which four actions should you perform, in sequence?

You work as an administrator for your company’s Dynamics 365 for Customer Service environment.

You must configure Twilio SMS for the customer service division.

Which of the following is required for this configuration?

Your company uses Dynamics 365 Customer Service and creates the following support offerings. Customers must select one of the three offerings:

• Email only
• Phone only
• Half phone and half email

You allocate 50 cases to each support offering.

You need to create an entitlement whose terms comply with the support offerings.

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

NOTE: Each correct selection is worth one point.

You are implementing Dynamics 365 Customer Service Insights.

The product manager wants to view product-sales trends by the following age groups:

• Ages 18 and younger
• Ages 19–25
• Ages 26–40
• Ages 41–55
• Ages 56 and older

You need to configure the system.

What should you define?

You manage a Dynamics 365 Customer Service environment and implement cases to manage customer issues. A case-routing rule is configured to route every case to the appropriate queues according to defined criteria.

A customer service representative confirms that cases created by users are not routed automatically. Comparable cases created from inbound emails are automatically routed to queues.

You need to identify the routing issue for user-created cases.

What is the issue?

A company uses Dynamics 365 Customer Service.

Agents give incorrect responses when responding to customer issues.

You need to configure quick replies.

What should you do?

Customer service agents cannot access the Customer Service historical analytics reports in Dynamics 365 Customer Service.

You need to grant access to the reports.

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

NOTE: Each correct selection is worth one point.

You work as a system administrator for your company’s Dynamics 365 for Customer Service implementation.

You have been assigned to create a service-level agreement (SLA) that enables SLA times and statuses to be tracked.

Which of the following types of SLA should you create?

A company is rolling out Customer Service Insights.

Users must be able to understand customer data in greater detail.

You need to finish the initial configuration of the workspaces.

Which three tasks should you carry out? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A company uses Dynamics 365 Customer Service. French is the main language for all Knowledge articles. Each Knowledge article generally contains more than 10,000 characters. Problem details appear in the article's closing text.

You enable AI suggestions for article keywords and descriptions. Users report that the feature does not provide effective suggestions.

You need to provide a solution for the users.

What should you do?

A company uses Dynamics 365 Customer Service.

Managers report that support representatives can see contact social security numbers when they open contact records.

Support representatives must only be able to confirm that a social security number is stored. They must not be able to view the number.

You need to configure the application to resolve the issue.

What should you do?

You are a customer service representative for a company that uses Dynamics 365 Customer Service.

When customer service representatives locate records that meet specific criteria, they must be able to do the following:

• Open the records in a new tab.
• Open one record in a new session.
• Open one record in an existing session on a new tab.

You need to meet these requirements.

Which two actions should you perform? Each correct answer is part of a complete solution.

NOTE: Each correct selection is worth one point.

You administer Dynamics 365 for a help desk and merge CaseB into CaseA.

Examine the cases and determine what happens as a result of the merge.

You are a Dynamics 365 for Customer Service administrator.

You need to use queues to categorize activities and cases. How should each record be categorized?