Pass the Microsoft Dynamics 365 for Customer Service Functional Consultant Associate MB-230 Questions and answers with Dumpstech

You are implementing Omnichannel for Customer Service for a hospital.

Each customer service agent has a chat capacity of 200.

The implementation requirements are as follows:

Each agent can take no more than two chats at a time.

A new conversation must auto assign to an available agent.

You need to select the conversation options to meet the requirements.

Which options should you configure?

A company uses Dynamics 365 Customer Service. The company installs Dynamics 365 Customer Service Insights.

The company wants to use dashboards to report phone calls and emails to monitor the productivity of representatives.

You need to perform the configuration.

Which configuration should you use? To answer, select the appropriate configurations in the answer area.

NOTE: Each correct selection is worth one point.

A company uses Customer Service.

The company plans to enable a customer service agent in Omnichannel.

You need to identify the security roles that are required for the bot user.

What should you identify? To answer, move the appropriate security roles to the correct requirements. You may use each security role 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.

: 84

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.

After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.

You are implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2.

You need to set up the queues to meet the following requirements:

Users must have their own queues that no one else can access.

Users must not be able to view each other ' s queue.

Users must be able to work from the support queue.

Solution:

Set up each user queue to be private.

Set up level1 and level2 queues to be public and add applicable members.

Set up the support queue to be private.

Does the solution meet the goal?

You are an Omnichannel supervisor for a company.

The support team is unable to respond to all customer chats.

You need to configure workstreams to ensure that no chats are missed.

Which features should you select? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

You are an agent for a company that uses Dynamics 365 Customer Service. You start a conversation with a client.

You must keep track of knowledgebase (KB) articles and client conversations. When you start a conversation with a client, you must automate The following tasks:

• Open the client ' s record.

• Search the KB

• Send the KB article in the chat

You need to configure macros to automate the tasks.

Which three features should you configure? Each correct answer presents part of the solution

NOTE: Each correct selection is worth one point.

A company uses Dynamics 365 Customer Service.

Managers state that support representatives can view contact social security numbers when the representatives open contact records.

Support representatives must only be able to verify that the social security number is saved. They must not be able to view the number.

You need to configure the application to resolve the issue.

What should you do?

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 a Power Automate flow connector.

Does the solution meet the goal?

A company uses Dynamics 365 for Customer Service. A case in the queue is routed to you.

You will be going on a vacation.

You need to assign the case to someone else.

What should you do?

A company that manufactures industrial heating, ventilation, and air conditioning units (HVAQ implements Dynamics 365 Customer Service.

Following each installation, customers must be surveyed about their satisfaction of the installation and the conduct of the installers.

You need to recommend the appropriate question types.

Which question types should you recommend? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.