Online Access Free MB-230 Exam Questions

A company is implementing Omnichannel for Customer Service.
The company separates agents into teams for billing, new product inquiries, support, and warranty. The new product team currently handles text messages, emails, and live chats from the company website.
The company plans to release a new product. Before the new product launch, the company wants to add the ability to manage conversations coming in from Facebook and Twitter.
You need to configure the system with the least amount of effort.
What should you do?

• A.Create a new resource characteristic.
• B.Create a new work stream for each channel.
• C.Create a routing rule.
• D.Add the new channel to the existing work stream.

A company implements a Dynamics 365 Customer Service system to manage cases for its employee relations department. Service-level agreement (SLA) pausing is configured on the On hold status for the case table.
The default SLA has the following SLA Items.

The Resolve by SLA KPI has the following configuration.

The Waiting column and Waiting manager column are set to False by default. The Priority column is set to Low by default.
A user creates a new case for a line 1 type employee.
You need to determine which column value will pause the resolve by KPI on the case.
Which column should you select?

• A.Waiting manager
• B.Status reason
• C.Priority
• D.Waiting

You are a Dynamics 365 for Customer Service system administrator.
You need to create service-level agreements (SLAs) to meet company requirements.
What SLA types should you use? To answer, drag the appropriate SLA types to the correct requirements.
Each SLA 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.

Correct Answer:

Explanation:

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-levelagreements

A company uses Dynamics 365 Customer Service.
The company requires the capabilities of Ask a Question in Copilot in Dynamics 365 Customer Service. The company has many support articles. Agents must be restricted from accessing some articles.
You need to ensure that agents can open only articles relevant to them when asking Copilot a question.
What should you configure?

• A.automated filter
• B.Al suggestions
• C.agent filter
• D.search filter

Your company uses Dynamics 365 Customer Service. You create the following support offerings. Customers must choose 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 the entitlement with terms that adhere to the support offerings.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

• A.Create a new entitlement for each new support offering for the customer, with terms equal to 50 phone calls and 50 emails.
• B.Create different entitlement templates for each set of terms. Apply the appropriate template to the customer.
• C.Create a new entitlement for each new support offering for the customer, with terms equal to 25 phone calls and 25 emails.
• D.Create one entitlement template that includes the three different terms. Apply the template to the customer, and then remove the terms that do not apply.
• E.Create three entitlement templates with terms for 50 calls and 50 emails. Apply the template to the customers as they sign the support offering.