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Free MB-230 Exam Braindumps (page: 17)

Page 16 of 74
PDF with 381 Questions

You are customizing an Omnichannel for Customer Service implementation.
You need to configure the escalation process to a human agent.

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

  1. In the Power Virtual Agent topic, add the Transfer to agent node.
  2. Add a context variable in Power Virtual Agents to escalate the conversation.
  3. Select a context variable in Omnichannel and update the information from Power Virtual Agents.
  4. Add a bot user to the Omnichannel queue.
  5. Set the operating hours to escalate a conversation.

Answer(s): A,B,D


Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent



DRAG DROP (Drag and Drop is not supported)
You must create a custom web portal to support customer service processes. The portal must allow customers to chat with customer service if the customer initiates a chat conversation.

You need to embed the chat widget into the web portal.

Which four 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.

  1. See Explanation section for answer.

Answer(s): A

Explanation:



Step 1: Open Omnichannel Administration.
Embed chat widget in your Power Apps portal
To embed a chat widget in Power Apps portals:

1. In one of the administrator apps, open the chat widget you want to embed in Power Apps portals.

Step 2: One the Basic details tab, copy the widget snippet code.
2. On the Basic details tab, copy the widget snippet code from the Code snippet section.

Step 3: Open the Portal Management app.
3. Open the Portal Management app.

Step 4: In Content Snippet > Chat widge code in the web portal, paste the widget snippet code.
4. Go to Portal > Content Snippets.
5. Find the Chat Widget Code content snippet and open it.
6. On the General tab, scroll down to the Value (HTML) section.
7. Paste the chat widget snippet code in the HTML tab.
8. Save the changes. The chat widget is now embedded into the portal.


Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/embed-chat-widget-portal



A company uses Dynamics 365 Customer Service.

Managers state that support representatives can view contact social security numbers when the representatives open contact records.

Support representatives must only be able to verify that the social security number is saved. They must not be able to view the number.

You need to configure the application to resolve the issue.
What should you do?

  1. Create a Power Automate flow.
  2. Remove the column from the form.
  3. Set up field-level security.
  4. Set up a business rule to hide the column if it contains data.

Answer(s): C

Explanation:

To control data access, you must set up an organizational structure that both protects sensitive data and enables collaboration. You do this by setting up business units, security roles, and field security profiles.

Use field security to control access to field values

You use field-level security to restrict access to high business impact fields to specific users and teams. For example, you use this to enable only certain users to read or update the credit score for a customer.

Note: The following steps describe how to restrict access to a field:

1. Enable field-level security for an attribute
2. Create a field-level security profile
3. Associate users or teams with the profile
4. Add specific field permissions, such as Create, Update or Read for a specific attribute to the profile
5. The following diagram shows the interaction between role-based security and field-level security.
6. Role-based compared to field-level security.
7. Role-based security lets you see records of a specific entity type, record-based security lets you see individual records, and field-level security lets you see specific fields.

Incorrect:
Not D:
You can create business rules and recommendations to apply form logic without writing JavaScript code or creating plug-ins. Business rules provide a simple interface to implement and maintain fast-changing and commonly used rules. They can be applied to Main and Quick Create forms, and they work in Dynamics 365 Customer Engagement (on-premises), Dynamics 365 for Customer Engagement web apps, Dynamics 365 for tablets, and Dynamics 365 for Outlook (online or offline mode).

By combining conditions and actions, you can do any of the following with business rules:

•Set field values
•Clear field values
•Set field requirement levels
•Show or hide fields
•Enable or disable fields
•Validate data and show error messages
•Create business recommendations based on business intelligence.


Reference:

https://learn.microsoft.com/en-us/power-platform/admin/security-roles-privileges
https://learn.microsoft.com/en-us/dynamics365/customerengagement/on-premises/customize/create-business-rules-recommendations-apply-logic-form
https://learn.microsoft.com/en-us/dynamics365/customerengagement/on-premises/developer/security-dev/use-field-security-control-access-field-values



You are a system administrator for Dynamics 365 Customer Service. In the default account form, you create an escalation column as a choice of Yes/No.

The main account form must have a column of escalation paths. The column must be hidden if the escalation column is set to No. If the escalation column is set to Yes, the escalation path column must be displayed and filled out.

You need to configure the form.
What should you configure?

  1. Power Automate flow
  2. Business rule
  3. Power BI dashboard
  4. Business process flow

Answer(s): B

Explanation:

You can create business rules and recommendations to apply logic and validations without writing code or creating plug-ins. Business rules provide a simple interface to implement and maintain fast-changing and commonly used rules.

By combining conditions and actions, you can do any of the following with business rules:

•Set column values
•Clear column values
•Set column requirement levels
•Show or hide columns
•Enable or disable columns
•Validate data and show error messages
•Create business recommendations based on business intelligence.


Reference:

https://learn.microsoft.com/en-us/power-apps/maker/data-platform/data-platform-create-business-rule






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