2025/December Latest Braindump2go MB-230 Exam Dumps with PDF and VCE Free Updated Today! Following are some new Braindump2go MB-230 Real Exam Questions!
QUESTION 130
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?
A. Validate that customer and case title fields have not been removed as fields that child cases inherit from parent cases.
Add product and case-type fields to the list.
Set the closure preference setting to Don’t allow parent case closure until all child cases are closed.
B. On the case entity, update the Parent case-Child case 1:N relationship field mapping to include the fields.
Create a business rule on the case entity to prevent the parent from closing if it has one or more open child cases.
C. Create a business rule.
D. Validate that customer and case title fields have not been removed as fields that child cases inherit from the parent cases.
Add product and case-type fields to the list.
The closure preference setting does not need to be changed.
This is default behavior.
Answer: A
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases
QUESTION 131
A company uses Dynamics 365 Customer Service.
You are configuring the advanced similarity rules. You create a similarity rule on cases and put an exact match for the Modified On field in the Match Fields tab.
You test the rule and discover that exact matches do not appear.
You need to determine why the rule is not working.
What are two possible reasons why the rule is not working? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
A. A Power Automate flow was not created.
B. The similarity rule is deactivated.
C. The security role is not set to run the similarity rule.
D. The similarity rule was not published.
E. The Modified On field is not set to searchable in the customization of the case entity in the solution.
Answer: BE
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/suggest-similar-cases-for-a-case
QUESTION 132
You are a help desk representative for an organization using Dynamics 365 Customer Service.
Users need to search within the system for similar cases. None of the out-of-the-box settings have been changed.
You need to determine which search features are available for use by default.
Which two search features are available? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
A. Advanced Find
B. Quick Find
C. Relevance Search
D. Full-text Quick Find
Answer: AB
Explanation:
https://docs.microsoft.com/en-us/power-platform/admin/configure-relevance-search-organization
https://docs.microsoft.com/en-us/powerapps/user/search
QUESTION 133
You are a Dynamics 365 Customer Service administrator.
You need to add a new status reason to the case entity.
What are two possible ways to accomplish the goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
A. Navigate to Cases in the Customer Service Hub app.
Open a record, edit the form, and then edit the Status reason field.
B. Modify the existing solution and the case entity.
Edit the status reason and add an additional status reason value.
C. Create a new solution and add the existing Case entity.
Select Status Reason and add a new value.
D. Modify the existing solution.
Add another entity named Status.
Then, create a status reason field with additional options.
Answer: BC
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-status-reason-transitions-case-management
QUESTION 134
You set a default entitlement for a customer.
You need to ensure that the default entitlement is automatically associated with a case.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
A. Create a case.
B. Update the customer, contact, or product field on an existing case.
C. Update the description field on an existing case.
D. Add an activity to an existing case.
Answer: AB
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer
https://docs.microsoft.com/en-us/power-platform/admin/system-settings-dialog-box-service-tab
QUESTION 135
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 a Dynamics 365 for Customer Service system administrator for Contoso, Ltd.
You need to automatically create cases from emails sent to the [email protected] email address.
Solution: Create an automatic record creation and update rule. Set the Source type to Email, and then select the queue. Configure conditions for record creation.
Does the solution meet the goal?
A. Yes
B. No
Answer: A
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/automatically-create-case-from-email
QUESTION 136
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 public.
Does the solution meet the goal?
A. Yes
B. No
Answer: B
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases
QUESTION 137
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?
A. Yes
B. No
Answer: A
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases
QUESTION 138
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 public.
– Set up level1 and level2 queues to be public and add applicable members.
– Set up the support queue to be public.
Does the solution meet the goal?
A. Yes
B. No
Answer: B
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases
QUESTION 139
You are a Dynamics 365 Customer Service administrator. You are creating a customer service schedule.
You need to ensure that the schedule shows the correct time zone for available customer service hours.
What should you do?
A. Set the time zone in each customized schedule.
B. Allow the system to automatically convert to each user’s time zone when a user signs in.
C. Set the time zone in Dynamics 365 personal options.
D. Set the time zone to GMT (Coordinated Universal Time) to enable conversion when you sign in.
Answer: A
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-customer-service-schedule-define-work-hours
QUESTION 140
A company uses Dynamics 365 Customer Service.
The schedule shows working intervals of 45 minutes. The intervals cause customer service representatives to have too much free time during working hours. The company wants to change the intervals to every 30 minutes.
You need to configure the intervals.
What should you configure?
A. Schedule with travel time and distance
B. Fulfillment preferences
C. Resource crew scheduling
D. Requirement groups
E. Schedule within time constraints
Answer: B
Explanation:
https://docs.microsoft.com/en-us/dynamics365/field-service/set-up-time-groups
QUESTION 141
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?
A. Configure context variables for a chatbot.
B. Create one chatbot in one queue with a human having a higher capacity over the chatbot.
C. Create one chatbot in one queue with the chatbot having the highest capacity over human capacity.
D. Configure a Microsoft Teams support channel for the chatbot.
E. Configure an SMS channel for a chatbot.
Answer: A
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent
QUESTION 142
A company is implementing Omnichannel for Customer Service.
The company separates agents into teams for billing, new product inquiries, support, and warranty. The new product team currently handles text messages, emails, and live chats from the company website.
The company plans to release a new product. Before the new product launch, the company wants to add the ability to manage conversations coming in from Facebook and Twitter.
You need to configure the system with the least amount of effort.
What should you do?
A. Create a new resource characteristic.
B. Create a routing rule.
C. Create a new work stream for each channel.
D. Add the new channel to the existing work stream.
Answer: D
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams
QUESTION 143
You are a Dynamics 365 Customer Service administrator.
You are configuring a case dashboard.
You need to filter the dashboard to show only escalated cases and cases that are marked as Request.
Which filter should you use?
A. Timeframe
B. Priority
C. Global
D. Visual
Answer: C
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-dashboard
QUESTION 144
You are implementing Dynamics 365 Customer Service Insights.
The product manager would like to see product sales trends by age group. The groupings are as follows:
– Ages 18 and younger
– Ages 19-25
– Ages 26-40
– Ages 41-55
– Ages 56 and older
You need to configure the system.
What should you define?
A. activity
B. measure
C. segment
D. member
Answer: B
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-insights/audience-insights/measures
QUESTION 145
Hotspot Question
You are using Dynamics 365 Customer Service. You are viewing a knowledge base (KB) article from a case record. Knowledge management is set up to use an external portal.
You need to link the article to the case and share the article with the customer.
What is the solution for each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/find-knowledge-articles-within-record-dynamics-365
QUESTION 146
Drag and Drop Question
A Dynamics 365 Customer Service organization uses routing rules to escalate cases.
Security roles have not been modified or created.
You need to modify the routing rule set that is currently in use and enforce the principle of least privilege.
Which five 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:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-cases
QUESTION 147
Hotspot Question
You are a Dynamics 365 Customer Service administrator.
You must track issues submitted by customers.
You need to configure case settings for the Service Management module.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
QUESTION 148
Hotspot Question
You are a Dynamics 365 Customer Service administrator.
Users inform you about situations in which child cases are not working correctly.
You need to configure the system to correct the issues.
What should you do in each situation? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases
QUESTION 149
Drag and Drop Question
A company uses Dynamics 365 Customer Service.
You need to implement queues to meet company requirements.
Which types of queues should you use? To answer, drag the appropriate queue types to the correct requirements. Each queue type 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.
Answer:
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases
QUESTION 150
Hotspot Question
You are working as a functional consultant for Dynamics 365 Customer Service. No changes have been made to security roles.
You need to ensure that customer service representatives can process cases that have service-level agreements (SLAs) and entitlements. You must grant only the minimum privileges required.
How should you configure security? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements
QUESTION 151
Hotspot Question
A company uses Dynamics 365 Customer Service. The company purchases Omnichannel for Customer Service.
The company wants the following requirements implemented without the need to license additional software:
– The system must automatically ask questions before the chat begins.
– Credit card information that a customer enters in a chat must not be visible to the agent.
You need to configure the options to meet the requirements.
Which options should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-pre-chat-survey
https://docs.microsoft.com/en-us/dynamics365/customer-service/data-masking-settings
QUESTION 152
Drag and Drop Question
You are customizing a Dynamics 365 Customer Service implementation for a call center.
The call center wants to enable SMS as a channel for the customer service department.
You need to complete the SMS channel configuration.
Which account information should you use for each provider? To answer, drag the appropriate types of account information to the correct SMS channel provider. Each type of account information 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.
Answer:
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel-twilio
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel
QUESTION 153
Drag and Drop Question
You are an Omnichannel supervisor for a company.
The company wants to deploy an Omnichannel Insights dashboard.
You need to set up and monitor KPIs.
In which section is each KPI located? To answer, drag the appropriate sections to the correct KPIs. Each section may be used once, more than once, of 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.
Answer:
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-insights-dashboard
QUESTION 154
Hotspot Question
You must set up the following:
– A work stream must be configured to use Twitter.
– The cases must automatically go to the next available sales representative.
– Any existing case that comes in must be assigned automatically to the sales representative who worked on the case originally.
You need to choose the correct setting.
Which setting should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/channels
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entity-workstream
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams
QUESTION 155
Hotspot Question
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?
Answer:
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/unified-routing-work-distribution
QUESTION 156
Hotspot Question
A company is evaluating Dynamics 365 Customer Service Insights.
The company decides to use the sample data environment to expedite the evaluation process.
You need to recommend a dashboard.
Which dashboard should you recommend? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/dashboard-kpi-summary
https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/dashboard-case-resolutions
QUESTION 157
Drag and Drop Question
You need to build a personal dashboard that displays the following charts and views:
Charts:
– Number of cases by owner and priority
– Products with most cases opened
Views:
– Display the number of cases opened in a seven-day period
– Display the number of escalated cases
Which four 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:
https://docs.microsoft.com/en-us/powerapps/user/track-your-progress-with-dashboard-and-charts
QUESTION 158
Hotspot Question
A company uses Dynamics 365 Customer Service. The company recently rebranded, including updating product terminology.
The company requires a knowledge base for support staff to resolve customer cases more effectively.
The knowledge base must provide the following capabilities:
– Provide Knowledge Search capabilities for support staff.
– Ensure only current and accurate Knowledge articles are returned from searches.
– Update information with new branding and product terminology.
You need to configure the knowledge base capabilities.
Which actions should you perform? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
QUESTION 159
Hotspot Question
A company uses Omnichannel for Customer Service.
The company experiences increased incoming live chats from the company website regarding several product recalls. To handle these calls, the company designates agents who have specialized training to manage the conversations.
The conversations must meet the following requirements:
– Calls must be routed to the designated agents.
– Agents must follow legally approved standardized answers to customer questions.
– Agents must be able to reference several knowledge base articles associated with the recalls quickly.
– Greeting and sign off messages must be standardized.
You need to configure the system.
Which components should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
QUESTION 160
A customer has a Customer Service environment.
The customer is using service scheduling to manage appointments.
You need to add new facilities for service scheduling.
Which security role is required to add new facilities?
A. Customer service scheduler
B. Sequence manager
C. Scheduler
D. Scheduler manager
Answer: A
QUESTION 161
Case Study 6 – Lucerne Publishing
Background
Lucerne Publishing is a publishing company in Canada. The company publishes books for higher education. It also invests in multiple cloud-based solutions to support the customer service, publishing, and sales departments.
Current Environment
Lucerne Publishing uses the following:
– The Customer Service app for the publishing customer service division.
– Omnichannel capabilities in the Customer Service app.
– Third-party apps for e-commerce so students and parents can order books or courses online.
– Customer service agents as the representatives who will resolve customers issues using various channels.
– Resident employees who work for Lucerne Publishing and live in the buildings inside the business center.
– A technician dispatch team that includes dispatchers who review and schedule work orders and assign the work orders to resources on the schedule board.
The company has an internal division that provides repair services such as plumbing and electrical. The division provides services to the buildings inside the company business center, and some of those are used as residences by printing employees.
Requirements
Customer Service – Contact Center
The company has the following requirements:
– Improve agent response time in live chats with customers.
– Improve agent productivity by automating tasks. For example, the customer service manager requests that a new case is created automatically when an agent is on a chat with a customer.
– Provide instructions for agents to use when processing book returns. The instructions must include the following: o Greet the customer. o Automatically open the case form for the book return, o Close the session with the customer.
– Allow agents to use different channels such as short message service (SMS), social, and call when providing service to customers.
– Enable a new text SMS channel for the agents.
– Improve the agents’ capability to search using AI suggestions.
– Provide agents with real-time recommendations on similar cases and knowledge-base articles.
– Allow agents to know the customer’s point of view on the service.
– Provide a solution that will identify an agent’s supervisor when a customer has a negative experience.
– Improve how the agents’ skills and profiles are maintained.
– Route calls to agents who can support French-speaking customers.
– Configure the French language as a skill for agents who support French-speaking customers.
– Provide access to the Omnichannel agent app and productivity tools for supervisors and agents.
– Provide the customer service supervisor with the ability to create agent scripts for Omnichannel agents and a workstream for SMS. The customer service supervisor must also be able to edit an existing workstream.
– Provide the customer service supervisor with the ability to track sentiment in real time.
– Provide agents with AI suggestions on the recent contact that worked on similar cases.
Customer Service – Repairs
The company has the following requirements for repair requests:
– Dispatchers must be able to track a technician and schedule jobs for technicians based on availability.
– A dispatcher named UserA must be able to create a new view to display only unscheduled work orders. The view must be displayed only when the work orders are open-unscheduled, and the substatus is ready to dispatch work orders.
– The technician dispatch team must be able to create a Schedule tab in the schedule board.
– Dispatchers must be able to track technicians’ utilization by using personal color codes.
– The field technician’s security role must be field service technician.
Issues
The company reports the following issues:
– Agents spend most of their time doing repetitive tasks during support calls or chats.
– There is no guided process for agents to follow the steps when a customer calls for a book return.
– Customer service managers are not able to provide real-time recommendations to customers using AI suggestions.
– A new channel for SMS is not sending conversations to agents. Agents are required to answer conversations manually.
– The company is not able to retain customers who have a negative experience with the customer service agents.
– Agents are not able to use the schedule board to schedule repair work orders by using a custom view.
– The skills and proficiency model are not defined for the agents. Calls from French-speaking customers are not routed to the appropriate agents.
You need to add the French language as a new skill.
Where should you add the language?
A. in Bookable Resource Type
B. in Rating Value
C. in Bookable Resource Characteristic Type
D. in Resource Requirement
Answer: C
QUESTION 162
Case Study 6 – Lucerne Publishing
Background
Lucerne Publishing is a publishing company in Canada. The company publishes books for higher education. It also invests in multiple cloud-based solutions to support the customer service, publishing, and sales departments.
Current Environment
Lucerne Publishing uses the following:
– The Customer Service app for the publishing customer service division.
– Omnichannel capabilities in the Customer Service app.
– Third-party apps for e-commerce so students and parents can order books or courses online.
– Customer service agents as the representatives who will resolve customers issues using various channels.
– Resident employees who work for Lucerne Publishing and live in the buildings inside the business center.
– A technician dispatch team that includes dispatchers who review and schedule work orders and assign the work orders to resources on the schedule board.
The company has an internal division that provides repair services such as plumbing and electrical. The division provides services to the buildings inside the company business center, and some of those are used as residences by printing employees.
Requirements
Customer Service – Contact Center
The company has the following requirements:
– Improve agent response time in live chats with customers.
– Improve agent productivity by automating tasks. For example, the customer service manager requests that a new case is created automatically when an agent is on a chat with a customer.
– Provide instructions for agents to use when processing book returns. The instructions must include the following: o Greet the customer. o Automatically open the case form for the book return, o Close the session with the customer.
– Allow agents to use different channels such as short message service (SMS), social, and call when providing service to customers.
– Enable a new text SMS channel for the agents.
– Improve the agents’ capability to search using AI suggestions.
– Provide agents with real-time recommendations on similar cases and knowledge-base articles.
– Allow agents to know the customer’s point of view on the service.
– Provide a solution that will identify an agent’s supervisor when a customer has a negative experience.
– Improve how the agents’ skills and profiles are maintained.
– Route calls to agents who can support French-speaking customers.
– Configure the French language as a skill for agents who support French-speaking customers.
– Provide access to the Omnichannel agent app and productivity tools for supervisors and agents.
– Provide the customer service supervisor with the ability to create agent scripts for Omnichannel agents and a workstream for SMS. The customer service supervisor must also be able to edit an existing workstream.
– Provide the customer service supervisor with the ability to track sentiment in real time.
– Provide agents with AI suggestions on the recent contact that worked on similar cases.
Customer Service – Repairs
The company has the following requirements for repair requests:
– Dispatchers must be able to track a technician and schedule jobs for technicians based on availability.
– A dispatcher named UserA must be able to create a new view to display only unscheduled work orders. The view must be displayed only when the work orders are open-unscheduled, and the substatus is ready to dispatch work orders.
– The technician dispatch team must be able to create a Schedule tab in the schedule board.
– Dispatchers must be able to track technicians’ utilization by using personal color codes.
– The field technician’s security role must be field service technician.
Issues
The company reports the following issues:
– Agents spend most of their time doing repetitive tasks during support calls or chats.
– There is no guided process for agents to follow the steps when a customer calls for a book return.
– Customer service managers are not able to provide real-time recommendations to customers using AI suggestions.
– A new channel for SMS is not sending conversations to agents. Agents are required to answer conversations manually.
– The company is not able to retain customers who have a negative experience with the customer service agents.
– Agents are not able to use the schedule board to schedule repair work orders by using a custom view.
– The skills and proficiency model are not defined for the agents. Calls from French-speaking customers are not routed to the appropriate agents.
Hotspot Question
You need to identify who has access to the Schedule tab and the name of the table that should be used.
Which components should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
QUESTION 163
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 deployment.
The company plans to implement the following:
– AI suggestions for contacts in Teams.
– Training information about the capabilities of suggestions.
You need to identify the scenarios where the relevant contacts will be provided to users.
Solution: The number of similar cases that the suggested contacts have resolved.
Does the solution meet the goal?
A. Yes
B. No
Answer: B
QUESTION 164
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 deployment.
The company plans to implement the following:
– AI suggestions for contacts in Teams.
– Training information about the capabilities of suggestions.
You need to identify the scenarios where the relevant contacts will be provided to users.
Solution: The similarity level of similar cases to the active case.
Does the solution meet the goal?
A. Yes
B. No
Answer: A
QUESTION 165
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 deployment.
The company plans to implement the following:
– AI suggestions for contacts in Teams.
– Training information about the capabilities of suggestions.
You need to identify the scenarios where the relevant contacts will be provided to users.
Solution: The users that are in the Teams channel.
Does the solution meet the goal?
A. Yes
B. No
Answer: B
QUESTION 166
Drag and Drop Question
You are creating agent scripts in Dynamics 365 Customer Service.
You must add the following steps to the scripts:
1. Use the greeting: Welcome to the company, how may we serve you today?
2. Send details about a customer’s account to the customer with one selection.
3. Open another set of steps to follow.
You need to configure the type of steps that are needed.
Which type should you choose when configuring each step? To answer, drag the appropriate types to the correct steps. Each type 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.
Answer:
QUESTION 167
A company is implementing Dynamics 365 Customer Service workspaces.
As a customer service representative, you must be able to view and work on more than one work item at a time.
You need to navigate between the work items that are active in the workspace.
Which two methods can you use? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
A. Select the workspace app tile.
B. Select the session tab.
C. Select the session pane list.
D. Select the Dynamics 365 drop-down navigation.
Answer: AC
QUESTION 168
Drag and Drop Question
A company has a Customer Service deployment.
The company plans to provide instructions for customer service agents.
You need to apply the security roles for agents to configure and access agent scripts.
Which security roles should you use? 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.
Answer:
QUESTION 169
You are setting up knowledge management in Dynamics 365 Customer Service.
Management wants to view the statistics on which keywords are searched the most by agents when they use the knowledge base.
You need to ensure that management can view the top search words.
Which two steps should you configure? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
A. Enable knowledge analytics.
B. Select Knowledge search analytics after adding the Additional features.
C. Add Knowledge Suggestion Section Control.
D. Enable historical analytics.
E. Enable knowledge article suggestions.
Answer: AB
QUESTION 207
A company is implementing a customized app that will automatically route cases.
You need to determine the correct URL to connect to the app location in the cloud.
Which URL format should you use?
A. https://”<“org”>.dynamics.com/apps
B. https://”<“org”>.crm.dynamics.com/
C. https://<orgname>.<CRMRegion>.dynamics.com/Apps/uniquename/<AppUniqueName>
D. https://”<“org”>/apps
Answer: A
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-cases
QUESTION 208
A company has a service level agreement (SLA) that they will get a call back from the call center within three business days.
The call center regular hours are Monday through Friday 8:00 a.m.-11:00 p.m. Eastern time.
The call center is closed on New Year’s Day and the day after New Year’s. New Year’s Day is on a Thursday this year.
The company calls for support on the Tuesday before New Year’s Day at 8:00 a.m.
You need to determine the call center’s deadline for the SLA.
When will the call center miss their SLA?
A. The Monday after New Year’s Day at 8:00 a.m. Eastern time
B. The Friday after New Year’s Day at 8:00 a.m. Eastern time
C. The Tuesday after New Year’s Day at 8:00 a.m. Eastern time
D. The Saturday after New Year’s Day at 8:00 a.m. Eastern time
Answer: C
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements
QUESTION 209
A fitness company has several locations.
The company implements Dynamics 365 Customer Service and uses it to schedule personal trainer sessions with customers.
Customers report the following issues:
– Customers are assigned personal trainers who do not reside at the customer’s location.
– Customers are assigned personal trainers during the trainers’ non-working hours.
You need to resolve the issues.
Which two settings should you configure? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
A. Customer Service Calendar
B. resource skills
C. Work Hours
D. facility resources
E. Fulfillment Preferences
Answer: AC
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/resources-service-scheduling
QUESTION 210
A company closes the business each year for nine business days.
You need to configure the system to reflect the business closure while minimizing the number of records that you must create in the system.
What should you create?
A. nine customer service calendar records of a one-day duration
B. two holiday calendar records of a seven-day duration
C. three holiday schedule records of a three-day duration
D. one business closure record of a nine-day duration
Answer: D
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-when-business-closed-csh
QUESTION 211
You are customizing an Omnichannel for Customer Service implementation.
You need to configure the escalation process to a human agent.
Which three actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
A. In the Power Virtual Agent topic, add the Transfer to agent node.
B. Add a context variable in Power Virtual Agents to escalate the conversation.
C. Select a context variable in Omnichannel and update the information from Power Virtual Agents.
D. Add a bot user to the Omnichannel queue.
E. Set the operating hours to escalate a conversation.
Answer: ABD
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent
QUESTION 212
A customer needs to know how data from third-party applications can be reported on in a Customer Service Insights dashboard.
You need to advise the customer on how to display the data.
What should the customer use?
A. lead and opportunity data from Common Data Service
B. call intelligence data from Common Data Service
C. Bing web search for data creation data in Common Data Service
D. data integration data maps with Common Data Service
Answer: D
Explanation:
https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/use-external-data-sources
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