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Free MB-230 Exam Braindumps (page: 4)

Page 3 of 74
PDF with 381 Questions

Your company makes use of Dynamics 365 for Customer Service.

You have configured a customer service business unit as a parent of a call center, a digital response, and an escalation business unit. These business units all have their own queues. Customer service cases are directed to the correct parties via the queues. You have not amended any security roles.

You have been tasked with making sure that a user in the customer service business unit is able to read queues in both the parent and child business units.

You assign the user the System customizer security role.
Does the action achieve your objective?

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

Answer(s): B



Your company makes use of Dynamics 365 for Customer Service.

You have configured a customer service business unit as a parent of a call center, a digital response, and an escalation business unit. These business units all have their own queues. Customer service cases are directed to the correct parties via the queues. You have not amended any security roles.

You have been tasked with making sure that a user in the customer service business unit is able to read queues in both the parent and child business units.

You assign the user the CSR Manager security role.
Does the action achieve your objective?

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

Answer(s): A



You need to consider the underlined segment to establish whether it is accurate.
A customer service manager requires the Append access level to add new entitlement templates for customer service representatives.

  1. No adjustment required.
  2. Organization
  3. Business unit
  4. Remove

Answer(s): B



You make use of Dynamics 365 Customer Service. You have recently acquired Omnichannel for Customer Service.

You want to make sure that the system automatically asks questions prior to the chat beginning.
Which of the following actions should you take?

  1. You should configure a pre-conversation survey.
  2. You should configure Customer Voice.
  3. You should configure a Teams channel.
  4. You should configure an SMS channel.

Answer(s): A


Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-pre-chat-survey






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