Microsoft Dynamics 365 for Customer Service Exam (MB-230) - Microsoft Actual Exam Questions

You need to configure the system to meet the three-day and seven-day timeframes. What should you configure?

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets 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. An electrical engineering company is implementing Dynamics 365 Customer Service. Engineers schedule work in one-hour blocks. Engineers who complete a job before the end of the one-hour block must not be able to start a new job in that some block. Engineers who require part of an additional one-hour block to complete a job must not be able to start a new job in that additional block. You need to configure the fulfillment preference to meet the requirements. Proposed solution: Create a fulfillment record and set the interval to one hour. Does the solution meet the goal?

HOTSPOT 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.

A company is implementing Omnichannel for Dynamics 365 Customer Service. The company's requirements are: • Live chat must be available through Omnichannel for cases only. • High-priority cases must automatically be sent to the next available agent. • Lower-priority cases must wait to be picked up by an agent • All work must be distributed evenly with no other conditions. You need to select the setup that meets the requirements. Which setup should you select?

You need to configure the queue for telephone-based cases. What are two possible ways to achieve this goal? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.