Free MB-230 Exam Braindumps
Microsoft Dynamics 365 Customer Service Functional Consultant Questions 22–26 (page: 16)

A customer service organization plans to implement knowledge management for a custom entity named Root Cause Analysis.

Users must be able to search, link, and rate knowledge articles. Users must be provided with suggested knowledge articles.

You need to configure Dynamics 365 for Customer Service.

Which three actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

HOTSPOT (Drag and Drop is not supported)
A client plans to implement a case resolution process.

Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

A company implements Dynamics 365 for Customer Service. You are assigned a case.
You accidentally close the case before completing your work.
You need to ensure that you can continue to work on the case.
What should you do?

HOTSPOT (Drag and Drop is not supported)
You use Dynamics 365 for Customer Service.
You need to merge cases.

What is the outcome for the merge process? To answer, select the appropriate configuration in the answer area.

NOTE: Each correct selection is worth one point.

DRAG DROP (Drag and Drop is not supported)
You are a customer service representative using Dynamics 365 Customer Service Hub.
You need to link the knowledge base records that relate to cases and send articles to customers.

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 them correct order.