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

HOTSPOT You are an Omnichannel supervisor for an inbound call center. The call center's customer service rating has decreased over the past few months. You need to enable analysis to view real-time customer sentiment. In which configuration area should you enable each requirement? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

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. A company has a Customer Service environment and implements historical analytics reports. Users report that they are not able to access the historical analytics reports. You need to ensure users can access the reports. Solution: Modify the historical analytics report to display to the users. Does the solution meet the goal?

You are a system administrator for Dynamics 365 for Customer Service. All child cases must inherit the product, customer name, case title, and case type from the parent case. Parent cases must not be closed until all child cases are closed. You need to configure cases.

What should you do?

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 same 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: Change the scheduler time resolution to one hour. Does the solution meet the goal?

NOTE: Each correct selection is worth one point. You work for a pharmaceutical company that distributes vaccines. HOTSPOT Vaccines must be kept below negative 60 degrees Celsius or they cannot be used. The company requires a solution that meets the following requirements:

• Monitor vaccine temperatures during transportation.

• Create a customer service case if the temperature goes above negative 60 degrees Celsius.
Which technologies should you use? To answer, select the appropriate options in the answer area. You need to implement the solution.