MB-230 Exam Dumps - Microsoft Dynamics 365 for Customer Service Functional Consultant Associate Questions and Answers

You need to configure the queue for telephone-based cases.

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 a customer service schedule administrator for a company. The company hires an electrical engineer who will work remotely.

You need to set the resource to enable the engineer to work remotely.

Which three actions should you perform next 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 client plans to implement a case resolution process.

Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

A company uses Dynamics 365 Customer Service. The company recently rebranded, including updating product terminology.

The company requires a knowledge base for support staff to resolve customer cases more effectively. The knowledge base must provide the following capabilities:

• Provide Knowledge Search capabilities for support staff.

• Ensure only current and accurate Knowledge articles are returned from searches.

• Update information with new branding and product terminology.

You need to configure the knowledge base capabilities.

Which actions should you perform? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

You are implementing Omnichannel for Customer Service for a company. The company has the following requirements:

• Initial conversations must be assigned to a Copilot Studio agent.

• If a conversation needs to be escalated, it must be assigned to a human agent.

• The copilot and human agents must be in the same queue.

You need to complete the implementation to meet the requirements.

What is the capacity of the Copilot Studio agent compared to the capacity of the human agent?

You are using Dynamics 365 Customer Service. You are viewing a knowledge base (KB) article from a case record. Knowledge management is set up to use an external portal.

You need to link the article to the case and share the article with the customer.

What is the solution for each requirement? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

You need to create and configure objects to support the requirements.

How should you configure the system? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

You are creating a survey using Voice of the Customer.

You need to embed the survey into a website and make it available to your customer.

What should you do?

You need to ensure that claim disputes conform to the defined case life cycle.

What should you configure?

You need to configure the system to store answers about claims.

Which four actions should you perform in sequence? To answer, move all actions from the list to the answer area and arrange them in the correct order.