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Free Microsoft MB-230 Exam Braindumps (page: 11)

Page 11 of 60
PDF with 419 Questions

You are responsible for creating surveys via Voice of the Customer (VoC).
You want to make sure that an escalation is activated in support by VoC survey responses.
Which of the following actions should you take?

  1. You should make use of the VoC – Process Survey Response workflow.
  2. You should make use of the VoC – Close Survey Activity workflow.
  3. You should make use of the VoC – Convert Response To Feedback Entity workflow.
  4. You should make use of the VoC – Convert Survey Response To Campaign Response workflow.

Answer(s): A


Reference:

https://ph.microsoftcrmportals.com/knowledgebase/article/KA-01022/en-us



You are responsible for designing surveys via Voice of the Customer (VoC).
You want to make sure that the design allows for questions to be shown or hidden according to answer selected.

You include Client-side routing in the design.
Does the action achieve your objective?

  1. Yes, it does
  2. No, it does not

Answer(s): A


Reference:

https://www.inogic.com/blog/2016/10/display-survey-questions-conditionally-for-voice-of-customer-in-dynamics-crm-2016/



You are responsible for designing surveys via Voice of the Customer (VoC).
You want to make sure that the design allows for questions to be shown or hidden according to answer selected.

You include the Tagging feature in the design.
Does the action achieve your objective?

  1. Yes, it does
  2. No, it does not

Answer(s): A


Reference:

https://www.inogic.com/blog/2016/10/display-survey-questions-conditionally-for-voice-of-customer-in-dynamics-crm-2016/



You are responsible for designing surveys via Voice of the Customer (VoC).
You want to make sure that the design allows for questions to be shown or hidden according to answer selected.

You include the Piping feature in the design.
Does the action achieve your objective?

  1. Yes, it does
  2. No, it does not

Answer(s): A


Reference:

https://www.inogic.com/blog/2016/10/display-survey-questions-conditionally-for-voice-of-customer-in-dynamics-crm-2016/



HOTSPOT (Drag and Drop is not supported)
You are the Dynamics 365 administrator for a help desk. You merge CaseB into CaseA.
You need to examine each case and determine what occurred.

What is the result of the merge? To answer, select the appropriate action in the dialog box in the answer area.

NOTE: Each correct selection is worth one point.

  1. See Explanation section for answer.

Answer(s): A

Explanation:



Box 1: Cancelled
When a case is merged, the state of the case is changed to canceled, and the status is changed to merged. This is because it is merged into another case and all of the open case activities, emails, and attachments are now associated with the case it was merged into.

Box 2: Merged with the CaseA description field

Box 3: Does not change
When a case is merged, the state of the case is changed to canceled, and the status is changed to merged. This is because it is merged into another case and all of the open case activities, emails, and attachments are now associated with the case it was merged into.

Box 4: Loses the reference to the customer in the merged cases.
The merge phase is the last phase in the data unification process. Its purpose is reconciling conflicting data. Examples of conflicting data could include a customer name found in two of your datasets but that shows up a little differently in each ("Grant Marshall" versus "Grant Marshal"), or a phone number that differs in format (617-803-091X versus 617803091X). Merging those conflicting data points is done on an attribute-by-attribute basis.


Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-merge-cases






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