Free Microsoft MB-230 Exam Dumps Questions & Answers

You are provisioning Omnichannel for Customer Service.
You need to configure the system.
What should you do? To answer, select the appropriate options in the answer area NOTE: Each correct selection is worth one point.

Correct Answer:

Explanation:

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

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.

Correct Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases

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.No
• B.Yes

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.

Correct Answer:

Explanation:

Reference:
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