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[Free] 2019(Nov) EnsurePass Microsoft MB-230 Dumps with VCE and PDF 21-30

by admin, November 7, 2019

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Question No.21

HOTSPOT

You are configuring a Dynamics 365 for Customer Service instance.

Customer service manager cannot create new entitlements for customer service representatives.

You need to ensure that customer service managers can add new entitlement templates and knowledge base records for customer service representatives.

Which access levels should you apply? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

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Correct Answer:

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Question No.22

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 support@contoso.com email address.

Solution: Create an automatic record creation and update rule. Set the Source type to Service activity, and then select the queue.

Does the solution meet the goal?

  1. Yes

  2. No

Correct Answer: B

Question No.23

DRAG DROP

You manage Dynamics 365 for Customer Service.

You need to create a list of holidays and ensure that existing service-level agreements (SLAs) observe those holidays.

Which three 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.

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Correct Answer:

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Question No.24

You manage Dynamics 365 for Customer Service.

You need to configure automatic case creation for emails received by customers who have a support contract.

What should you do?

  1. Configure service level agreements to be on hold until a call can be made to the customer.

  2. Create an automatic record creation and update rule. Set the source type to email. Configure the rule to send automatic email responses to customers when records are created.

  3. Create an automatic record creation and update rule. Set the source type to service activity. Configure the rule to send automatic email responses to customers when records are created.

  4. Create an automatic record creation and update rule. Set the source type to email. If a valid entitlement exists, configure the rule to create a case.

Correct Answer: D

Question No.25

You are creating surveys for Voice of the Customer (VoC).

You need to configure VoC to ensure that recipients can unsubscribe to surveys.

Which two survey features should you use? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

  1. Add an Unsubscribe check box after each question.

  2. Set the Allow unsubscribe setting to Yes.

  3. Give users the option to unsubscribe from different features of the survey.

  4. Configure the survey to display when Dynamics 365 customers receive email and enable the Unsubscribe option.

Correct Answer: BD

Explanation:

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design- advancedsurvey#add-the-unsubscribe-option-to-a-survey

Question No.26

HOTSPOT

You are implementing Dynamics 365 for Customer Service.

You need to set up available working hours to help desk representatives who have varying schedules.

What should you do? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

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Correct Answer:

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Question No.27

You are a customer service manager for a company using Dynamics 365 for Customer Service. You need to set up queues to manage support. You assign a team to each queue.

What type of queue should you configure?

  1. Personal

  2. Private

  3. Business unit

  4. Public

Correct Answer: B

Explanation:

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up- queuesmanage-activities-cases

Question No.28

You manage a Dynamics 365 for Customer Service environment.

The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entitlement.

You need to create the entitlement for the customer. What should you do?

  1. Create a new template with the dates and terms. Activate the template.

  2. Delete the old entitlement. Create a new entitlement template.

  3. Add the new end date to the current entitlement and set new terms. Activate the entitlement.

  4. Make a copy of the old entitlement. Activate the copy.

  5. In the old entitlement, zero out the remaining terms and the total terms. Activate the entitlement.

Correct Answer: C

Question No.29

DRAG DROP

A customer uses Dynamics 365 for Customer Service.

Customer service representatives must be able to create knowledge base articles.

You need to ensure that all knowledge base articles are submitted for review and approval before they are made available to use.

Which four actions must be performed in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

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Correct Answer:

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Question No.30

You are a Dynamics 365 for Customer Service administrator. You need to deactivate entitlements.

When should you deactivate entitlements? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

  1. A customer#39;s entitlement has ended and no more support is desired.

  2. A customer renews an entitlement for 100 more hours or one year.

  3. A customer calls and wants to know how many hours of support remain.

  4. The customer must change remaining support hours from all email support to one-half email support and one-half phone support.

  5. You need to add notes to the customer#39;s entitlement.

Correct Answer: DE

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