MB-230 Exam Question 116
You are helping a company implement Power Virtual Agents with Omnichannel for Customer Service.
The company has a chatbot that escalates to a manager if a customer wants to escalate from a chatbot.
You need to configure a prerequisite before you can implement the chatbot.
Which prerequisite should you configure?
The company has a chatbot that escalates to a manager if a customer wants to escalate from a chatbot.
You need to configure a prerequisite before you can implement the chatbot.
Which prerequisite should you configure?
MB-230 Exam Question 117
You are a Dynamics 365 for Customer Service administrator.
Your company requires a new phone-to-case business process flow for customer service representatives to follow.
The stages are as follows:
Verification
Acknowledgement and research
Resolution
Customer service representatives must send an email to the customer when a case enters the acknowledgement-and-research stage.
You need to create the required business process flow and components.
Which three 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.
Your company requires a new phone-to-case business process flow for customer service representatives to follow.
The stages are as follows:
Verification
Acknowledgement and research
Resolution
Customer service representatives must send an email to the customer when a case enters the acknowledgement-and-research stage.
You need to create the required business process flow and components.
Which three 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 Exam Question 118
You need to choose which tools need to be created and configured to meet the following requirements.
Which tools should you configure? To answer, drag the appropriate tools to the correct requirements. Each tool 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.
Which tools should you configure? To answer, drag the appropriate tools to the correct requirements. Each tool 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 Exam Question 119
You are an administrator of a Dynamics 365 Customer Service system for a computer support company.
Team members must handle cases as follows:
* A case for a new customer follows a different process than for a returning customer.
* A case for a returning customer who has a contract follows a different process than for a customer who is pay as you go.
* All cases must be researched and resolved.
* Cases must be handled in a manner that is simple to maintain.
You need to ensure that all team members follow the same process for handling cases.
What should you do?
Team members must handle cases as follows:
* A case for a new customer follows a different process than for a returning customer.
* A case for a returning customer who has a contract follows a different process than for a customer who is pay as you go.
* All cases must be researched and resolved.
* Cases must be handled in a manner that is simple to maintain.
You need to ensure that all team members follow the same process for handling cases.
What should you do?
MB-230 Exam Question 120
You implement Dynamics 365 Customer Service for a call center.
The call center supervisor has the following requirements for the Customer Service workspace functionality:
* Automate agents' repetitive tasks.
* Enable agents to share knowledge articles with customers.
You need to ensure that the implementation meets the requirements.
Solution: Create a macro with an Omnichannel connector.
Does the solution meet the goal?
The call center supervisor has the following requirements for the Customer Service workspace functionality:
* Automate agents' repetitive tasks.
* Enable agents to share knowledge articles with customers.
You need to ensure that the implementation meets the requirements.
Solution: Create a macro with an Omnichannel connector.
Does the solution meet the goal?