MB-230 Practice Test practice questions, page 16 of 19, with answer review and explanations.
Question 76
You manage a Dynamics 365 Customer Service environment. You implement cases to handle customer issues. A case-routing rule is configured to route all cases to the appropriate queues based on defined criteria. A customer service representative verifies that user-created cases are not automatically routing. Similar cases created by using inbound emails are automatically routing to queues. You need to identify the routing issue for user-created cases. What is the issue?
Case routing rules do not automatically apply to manually created cases.
The queue for this case is not set up or is inactive.
The routing rule is not set up to handle the defined routing of cases created by phone.
The routing rule to handle cases created by phone is inactive.
Question 77
You must keep track of knowledgebase (KB) articles and client conversations. When you start a conversation with a client, you must automate the following tasks: • Open the client's record. • Search the KB. • Send the KB article in the chat. You need to configure macros to automate the tasks. Which three features should you configure? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.
Open the case record through the Productivity automation area.
Enable Productivity tools.
Open the case record through the session area.
Send the KB article through the Productivity automation area.
Send the KB article in chat through the Omnichannel area.
Question 78
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets 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 creating agent scripts that have macros for quick steps for agents in a support center. Agents need to be able to open a case from one of the steps in the agent scripts. You need to select a type of connector to use to create the macro. Solution: Configure the macro by using an Omnichannel connector. Does the solution meet the goal?
Yes
No
Question 79
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets 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 creating agent scripts that have macros for quick steps for agents in a support center. Agents need to be able to open a case from one of the steps in the agent scripts. You need to select a type of connector to use to create the macro. Solution: Configure the macro by using a session connector. Does the solution meet the goal?
Yes
No
Question 80
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets 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 creating agent scripts that have macros for quick steps for agents in a support center. Agents need to be able to open a case from one of the steps in the agent scripts. You need to select a type of connector to use to create the macro. Solution: Configure the macro by using a productivity automation connector. Does the solution meet the goal?