MB-230 Practice Test

MB-230 Practice Test practice questions, page 13 of 19, with answer review and explanations.

Question 61

Your company uses Dynamics 365 Customer Service. The company wants to send a customer survey to each customer when a case is closed. The survey must include the following: • An area with a list of questions that rate the answers as poor, average, or great. • A question that rates whether the customer would recommend your company to others. The company wants to exclude symbols from any of the question types. You need to configure the question types. Which question type should you use? To answer, drag the appropriate question type to the correct requirement. Each question type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content. NOTE: Each correct selection is worth one point.

Question 62

A company implements Dynamics 365 Customer Voice. When the company deploys an application at the end of a project, users are unable to distribute surveys. You need to assign users to the appropriate role so they can distribute the survey. You must adhere to the principle of least privilege. To which role should you assign the users?

  1. Omnichannel supervisor
  2. Scheduler
  3. Productivity tools user
  4. Survey sender

Question 63

You implement Dynamics 365 Customer Service for a company. Support representatives use the Customer Service workspace. Support representatives must begin working on existing cases in their queues when they open the workspace. Which screen should the representatives use to perform this task?

  1. Customer service multiple customer sessions
  2. Customer Service Agent Dashboard
  3. Power Bl dashboard
  4. Next available case record

Question 64

You are a functional consultant for a Dynamics 365 Customer Service organization. You must add the knowledge base search control to the Case entity main form and the Phone call main form. 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.

Question 65

You are creating an external-facing portal that uses capabilities of Dynamics 365 Customer Service. When a case is closed, customers must receive an email that provides the ability to visit the knowledge base associated with the case. You need to configure the system. Which two options should you configure? Each correct answer presents part of a solution. NOTE: Each correct selection is worth one point.

  1. In Dynamics 365 Customer Service, enter the portal URL that will be used to create external (public facing) portal links for knowledge articles in the Knowledge Solution field.
  2. In Dynamics 365 Customer Service, under Knowledge Source, in the Knowledge Solution field, enable sharing the knowledge article as a link in the email sent to the customer.
  3. In the Knowledge Articles Feedback section, set Enable users to provide feedback on knowledge articles from search control to Yes.
  4. In Dynamics 365 Customer Service, ensure that the representative closing the case attaches the knowledge article to the record.