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Latest MB-230 Exam Papers & MB-230 Passing Score Feedback

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q329-Q334):

NEW QUESTION # 329
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.

Answer:

Explanation:

NEW QUESTION # 330
You are a Dynamics 365 for Customer Service administrator. The organization has multiple business process flows for warranty management.
You need to manage business process flows.
What should you configure? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION # 331
You are creating an external-facing portal that uses capabilities of Dynamics 365 Customer Service.
When a case is closed, customers must receive an email that provides the ability to visit the knowledge base associated with the case.
You need to configure the system.
Which two options should you configure? Each correct answer presents part of a solution.
NOTE: Each correct selection is worth one point.

A. In Dynamics 365 Customer Service, ensure that the representative closing the case attaches the knowledge article to the record.
B. In the Knowledge Articles Feedback section, set Enable users to provide feedback on knowledge articles from search control to Yes
C. In Dynamics 365 Customer Service, enter the portal URL that will be used to create external (public facing) portal links for knowledge articles in the Knowledge Solution field.
D. In Dynamics 365 Customer Service, under Knowledge Source, in the Knowledge Solution field, enable sharing the knowledge article as a link in the email sent to the customer.

Answer: C,D

NEW QUESTION # 332
An organization uses Dynamics 365 Customer Service. The customer service queue is not implemented.
Customer service representatives (CSRs) are unable to keep up with an influx of email inquiries. Other employees must read and respond to messages that are routed to a customer service queue.
You need to create a queue for customer service emails.
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.

Answer:

Explanation:

Explanation:
Timeline Description automatically generated with medium confidence

Create a queue in Customer Service app
To create or edit a queue
* Go to Settings > Service Management.
* Select Queues. (Step 1)
* To create a new queue, select New. (Step 2)
* Fill in the details.
* Select Save.
Step 3: Change the queue type to Public
Other employees must read and respond to messages that are routed to a customer service queue.
In Customer Service, you can create two types of queues:
Public queues: Create to let everyone in the organization view the queue and all of its items.
Private queues: Create with limited set of members to help those members easily view the queue items in that queue. Private queues streamline queue items for the members of that queue only and help to remove clutter from other user's views.

NEW QUESTION # 333
You are customizing an Omnichannel for Customer Service implementation.
Customers take a pre-chat survey on a chat widget on the portal. Customers are required to accept the portal's privacy policy before they can take the survey.
A call center manager wants to auto pick account or contact information for customer service agents based on the survey.
You need to configure the pre-chat survey question field to meet the requirements.
Which option should you select for each pre-chat survey question field? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION # 334
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