MB-230 Test Dumps | Dumps MB-230 Questions

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q204-Q209):

NEW QUESTION # 204
You are a Dynamics 365 for Customer Service administrator. You are using Voice of the Customer and are reviewing survey A survey responder marked 10 percent for overall satisfaction.
You need to ask additional questions based on the response.
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:

1 - Create a new response routing
2 - Add a response condition and the question for which you want to create a rule
3 - Select values for the Operator, comparison Value, and Answer fields
4 - Add a response action and scope
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey

NEW QUESTION # 205
You must create a custom web portal to support customer service processes. The portal must allow customers to chat with customer service if the customer initiates a chat conversation.
You need to embed the chat widget into the web portal.
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:

Explanation
Step 1: Open Omnichannel Administration.
Embed chat widget in your Power Apps portal
To embed a chat widget in Power Apps portals:
1. In one of the administrator apps, open the chat widget you want to embed in Power Apps portals.
Step 2: One the Basic details tab, copy the widget snippet code.
2. On the Basic details tab, copy the widget snippet code from the Code snippet section.
Step 3: Open the Portal Management app.
3. Open the Portal Management app.
Step 4: In Content Snippet > Chat widge code in the web portal, paste the widget snippet code.
4. Go to Portal > Content Snippets.
5. Find the Chat Widget Code content snippet and open it.
6. On the General tab, scroll down to the Value (HTML) section.
7. Paste the chat widget snippet code in the HTML tab.
8. Save the changes. The chat widget is now embedded into the portal.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/embed-chat-widget-portal

NEW QUESTION # 206
You need to create the SLAs.
Which three SLAs should you create? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. SLA with 24 hours as the failure time and no warning
B. SLA with 24 hours as the failure time and a two-hour warning
C. SLA with 6 hours as the failure time and no warning
D. SLA with one hour as the failure time and no warning
E. SLA with 6 hours as the failure time and a one-hour warning

Answer: B,D,E

Explanation:

Text Description automatically generated
An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.

NEW QUESTION # 207
A company deploys Dynamics 365 Customer Service.
A service manager requires a new classification ruleset for Bronze-type customers. The Bronze type customers require an answer within five hours.
You need to create the classification ruleset.
In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.

Answer:

Explanation:

Explanation
Step 1: Create a new ruleset in a workstream.
To create a logical work classification ruleset, do the following steps:
1. In Customer Service admin center, Omnichannel admin center, or Customer Service Hub, select a workstream, and in the Routing rules area, for the Work classification (optional) option, select Create Ruleset.
2. On the Work classification page, select Create new, and in the Create work classification ruleset dialog, select Logical rules in Rule type, and enter a name and description. By default, the root record is selected and displayed at the top of the condition builder for ease of reference and visibility of the record for which you are creating the rule.
Step 2: Create a new manual rule named Bronze.
3. In the Decision list area, select Create Rule, and on the Create work classification rule dialog, enter a name.
Step 3: Create a condition for the Bronze rule.
4. In the Conditions area, define the conditions according to your business needs. If you are creating classification rules for records, then the top-level condition is automatically populated. You can define conditions for up to two levels of the related records and attributes.
5. In the Output area, select the attribute for which value needs to be set if the conditions are met.
6. Repeat steps 3 through 5 to create the demand rules.
Step 4: Create a rule named 5-hour response from the decision list.
Step 5: Create a demand rule for the Bronze rule.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-work-classification

NEW QUESTION # 208
You use Dynamics 365 for Customer Service administrator. You plan to create Voice of the Customer surveys.
You need to determine which survey question feature is needed to complete the design of the survey.
Which survey features should you use? To answer, select the appropriate survey type in the dialog box in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey

NEW QUESTION # 209
......

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MB-230 Test Dumps | Dumps MB-230 Questions

Dumps MB-230 Questions, MB-230 Relevant Questions

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q204-Q209):

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