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MB-230 PDF

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  • Questions: 297 Q&A's With Detailed Explanation
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  • Exam Name: Microsoft Dynamics 365 for Customer Service
  • Last Update: 16-Jul-2024
  • Questions and Answers: 297
  • Single Choice: 114 Q&A's
  • Multiple Choice: 47 Q&A's
  • Hotspot: 74 Q&A's
  • Drag Drop: 62 Q&A's

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MB-230 Questions and Answers

Question # 1

You need to identify the productivity tools to use for the agents.

Which tools should you use? To answer move the appropriate tools to the correct requirements. You may use each tool 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.

MB-230 question answer

Question # 2

You need to configure the SMS workstream.

What should you use?

A.

the existing fallback queue

B.

the work distribution mode set to push

C.

a new fallback queue

D.

the work distribution mode set to pull

Question # 3

You need to select the steps to create a new macro that will automate opening a new case creation form.

Which four actions should you recommend be performed in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

MB-230 question answer

Question # 4

You need to implement a solution to provide the technician's utilization.

Which solution should you use?

A.

Create multiple schedule board tabs.

B.

Use custom web resources.

C.

Change the board view settings.

D.

Use default schedule board with filters.

Question # 5

You need to assign the minimum required security roles to a bot for the customer service supervisor. Which security roles should you use?

A.

Omnichannel supervisor and customer service manager

B.

Omnichannel supervisor and customer service representative

C.

Omnichannel agent and customer service representative

D.

Omnichannel agent and Omnichannel supervisor

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