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Free MB-230 Exam Braindumps (page: 21)

Page 20 of 74
PDF with 381 Questions

You are configuring Dynamics 365 Customer Service workspaces.
Users want to use minimal keystrokes and easy-to-use navigation to open multiple sessions.

You need to configure the simplified navigation experience.
What should you do?

  1. Run the simplified navigation settings code in the browser console window within Dynamics 365 Customer Service.
  2. Enable the appropriate features in the Power Platform admin center of the Dynamics 365 Customer Service environment
  3. Configure the settings in the Agent Experience area of the Customer Service Hub.
  4. Configure the settings in the administration console.

Answer(s): D

Explanation:

Customize Customer Service workspace
You can use your browser's developer tools to customize some aspects of the Customer Service workspace.

Turn on the enhanced multisession workspace (preview)
1. With Customer Service workspace open, press the F12 key to open the developer tools window.
2. In the console window, type the following command and press Enter: Xrm.Utility.getGlobalContext().saveSettingValue("msdyn_MultiSessionLayoutImprovements",true)
3. Refresh the app page.

Note: If you turn on the enhanced multisession workspace, the enhanced experience applies in both Customer Service workspace and Omnichannel for Customer Service.


Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/csw-overview#turn-on-the-enhanced-multisession-workspace-preview
https://docs.microsoft.com/en-us/dynamics365/customer-service/csw-overview#simplify-navigation-in-customer-service-workspace



You use multiple workspaces within Dynamics 365 Customer Service insights.
You need to switch workspaces.
What should you do?

  1. Select Dashboard filters and then select a filter.
  2. Navigate to https://csi.ai.dynamics.com and then share a workspace.
  3. Select My workspaces and then select a workspace.
  4. Select View and then select a workspace view.

Answer(s): C

Explanation:

As an owner of a workspace, you launch sharing of a workspace by going to the My workspaces panel, hovering your mouse over the workspace name, and then selecting the share icon to open a dialog. From there, you add any users from your company’s Azure Active Directory. Any viewers will receive an email notifying them with a link to the workspace.


Reference:

https://cloudblogs.microsoft.com/dynamics365/it/2019/06/13/new-in-dynamics-365-customer-service-insights-share-workspaces-train-ai-model-with-renamed-topics/



HOTSPOT (Drag and Drop is not supported)
You need to configure security roles for Dynamics 365 Connected Customer Service by using the principle of least privilege.

How should you configure security? 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: IoT Administrator and IoT Endpoint User
Security roles for Connected Customer Service allow administrators to give appropriate access to Internet of Things (IoT) entities, including alerts, assets, devices, and commands, which are all included with Customer Service 9.0.20034.20XX +. These security roles should be added to existing Customer Service security roles.

Customer Service Representative who needs to work with device registration and device data pulls (IoT Hub operations).
CSR should be given the IoT Administrator and IoT Endpoint User security roles. General knowledge of Customer Service security roles. For more information, see the topic on setting up customer service users and security roles.

Box 2: Dynamics 365 system administrator only
A Customer Service administrator who needs to can set up IoT Configuration.
The CSR admin should be granted Dynamics 365 system administrator access.


Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-security-roles



You are a customer service representative for a company that uses Dynamics 365 Customer Service.
When customer service representatives find records that meet specific criteria, they must be able to do the following:

•Open the records in a new tab.
•Open a single record in a new session.
•Open a single record in an existing session on a new tab.

You need to meet the requirements.

Which two actions should you perform? Each correct answer part of a complete solution.
NOTE: Each correct selection is worth one point.

  1. Use Global search.
  2. Use the Customer Service Hub.
  3. Use session templates and application tab templates.
  4. Use Open Record Set.
  5. Use a Customer Service workspace.

Answer(s): A,E

Explanation:

E: Customer Service workspace sessions and tabs
Customer Service workspace allows agents to work on multiple sessions at a time in a single app while keeping the work organized. When an agent opens a case from the Home session or when the agent accepts an incoming conversation, a new session will be launched. If the agent opens the customer record from a session, a new tab will be launched in the same session.

A: Navigate sessions and tabs
The following table gives an overview of the navigation in both views:


Reference:

https://learn.microsoft.com/en-us/dynamics365/customer-service/csw-overview






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