Important Microsoft MB-230 Exam Questions

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.

After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.

A company uses Dynamics 365 Customer Service Hub.

Customer service representatives must be able to perform a relevance search on name, phone number, email, and queue.

A customer service representative is not able to perform a relevance search for emails.

You need to ensure that the customer service representative can perform relevance searches for email addresses.

Solution: Enable smart matching.

Does the solution meet the goal?

You are customizing an Omnichannel for Customer Service implementation for a call center.

The call center manager wants to create a new quick response for agents to save time typing a greeting message.

You need to create a quick response that includes a customer's full name.

How should you create the quick response?

You need to assign the minimum required security roles to a bot for the customer service supervisor. Which security roles should you use?

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.

After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.

You are implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2.

You need to set up the queues to meet the following requirements:

Users must have their own queues that no one else can access.

Users must not be able to view each other's queue.

Users must be able to work from the support queue.

Solution:

Set up each user queue to be private.

Set up level1 and level2 queues to be private and add applicable members.

Set up the support queue to be public.

Does the solution meet the goal?

You are customizing an Omnichannel for Customer Service implementation.

You configure the handoff process to Omnichannel for Customer Service from Power Virtual Agents. However, customer conversations are not escalating to human

agents.

You need to complete the configuration to resolve the issue.

Which two features should you configure? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.