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  4. MB-230 - Microsoft Dynamics 365 for Customer Service

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  • Exam Name: Microsoft Dynamics 365 for Customer Service
  • Last Update: 22-Apr-2024
  • Questions and Answers: 283
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MB-230 Questions and Answers

Question # 1

You are the Dynamics 365 administrator for a help desk. You merge CaseB into CaseA. You need to examine each case and determine what occurred.

What is the result of the merge? To answer, select the appropriate action in the dialog box in the answer area. NOTE: Each correct selection is worth one point.

MB-230 question answer

Question # 2

A company uses Dynamics 365 Customer Service and Microsoft Teams.

A project requires the creation of an automated tool to provide recommendations when addressing specific client needs. The tool must be interactive and allow agents to best serve their client base. All communications will be run through Teams chat

You need to configure the smart assist chatbot

In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.

MB-230 question answer

Question # 3

A company is implementing Omnichannel for Customer Service.

You must set up the system to minimize human error and automate actions. The requirements to set up the system are as follows:

• Representatives must create a new support record when a customer contacts them through chat.

• Knowledge base articles must open in a separate tab when representatives research answers.

• When a knowledge base article resolves a customer issue, representatives must send the article to the customer via chat.

You need to set up the macros.

Which macro type should you use? To answer, drag the appropriate macro types to the correct requirements. Each macro 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.

MB-230 question answer

Question # 4

You are setting up channels for Omnichannel for Customer Service.

You want to set up a channel for a WhatsApp app.

You need to configure the channel.

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.

MB-230 question answer

Question # 5

A company administrator is setting up Dynamics 365 Omnichannel for Customer Service.

The administrator is unable to complete the setup due to insufficient permissions.

You need to ensure that the administrator can complete the setup.

Which three security settings should you assign to the administrator? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A.

Dynamics 365 System Administrator

B.

Power Platform Admin role

C.

Read access to the Client Access License

D.

Dynamics 365 Global Administrator

E.

-write access to the Client Access License

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