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Free MB-230 Exam Braindumps (page: 14)

Page 13 of 74
PDF with 381 Questions

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 creating a virtual agent to handle common customer inquiries.

The virtual agent must provide the ability to route customers to live agents for escalation.
You need to recommend a solution.

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

  1. See Explanation section for answer.

Answer(s): A

Explanation:


Reference:

https://docs.microsoft.com/en-us/power-virtual-agents/advanced-hand-off



A trucking company uses a custom table named Leased Truck in Dynamics 365 Customer Service to capture leasing details. The company is implementing Connected Customer Service for Azure IoT Hub to track the leased trucks.

You need to configure the custom table Leased Truck for IoT integration.
Which two methods achieve the goal? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

  1. Set the relationship in the Power Platform admin center.
  2. Create a one-to-many relationship from the Leased Truck table to the IoT Alert table.
  3. Call the IoT - Register Custom Entity action to associate a Leased Truck record with an existing IoT device.
  4. Enable connections to the Leased Truck table.

Answer(s): C,D

Explanation:

IOT enabling an entity type
Dynamics 365 entities can be associated to IoT entities so that within Dynamics 365 they can participate in IoT-related business processes and analyses. There are two methods of “IoT enabling” a Dynamics 365 entity; you can:

* (D) Programmatically form an association through the standard Dynamics 365 Connection entities capability. You can alternatively accomplish this same association through the administration UI; for more information, see Create connections to view relationships between records.

* (C) Call the IoT – Register Custom Entity action to associate an entity with an existing or new IoT Device.


Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-extend-connected-customer-service-solutions



HOTSPOT (Drag and Drop is not supported)
A company uses Dynamics 365 Customer Service to provide product support to customers. Only employees are included in the company's Azure Active Directory.

You need to configure the system to meet the following requirements. You must minimize the effort required to complete any required configuration tasks.

Create a website for external customers to open support tickets and see the status of open issues.
Ensure that customers are set up to use this website.

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

  1. See Explanation section for answer.

Answer(s): A

Explanation:




Box 1: Create a portal by using the Customer self-service template
Create a website for external customers to open support tickets and see the status of open issues.

The Customer portal is a Power Apps portals template that lets companies create an externally facing business-to-business (B2B) website for scenarios that are related to sales order processing.

Customer self-service portal: A customer self-service portal enables customers to access self-service knowledge, support resources, view the progress of their cases, and provide feedback.

Its powerful self-service functionality guides customers to the answers they seek without human intervention or by connecting them to your most qualified agent for the task if the issue can’t be resolved client-side autonomously.

Box 2: Ensure that all customers have an account record.
Ensure that customers are set up to use this website.

Note: Using the standard functionality, if I login to the Customer Service Portal I can create a new case linked either to myself as a Contact or to my related company as an Account (assuming that the Account is specificed on my contact record in Dynamics 365 CE).


Reference:

https://docs.microsoft.com/en-us/power-apps/maker/portals/portal-templates
https://docs.microsoft.com/en-us/dynamics365/supply-chain/sales-marketing/customer-portal-overview
https://readyxrm.blog/2019/07/04/dynamics-365-customer-self-service-powerapps-portals-creating-a-case-on-behalf-of-another-account/






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