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Free PDF Quiz Microsoft - MB-230 - Trustable Study Microsoft Dynamics 365 Customer Service Functional Consultant Materials

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q279-Q284):

NEW QUESTION # 279
You are implementing Omnichannel for Customer Service for a company.
The company wants agents to serve customers through both the company's portal and Facebook page.
You need to enable the appropriate channels.
Which two channels should you enable? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. Social channels
B. Chat
C. WhatsApp
D. Facebook
E. SMS channels

Answer: B,D

NEW QUESTION # 280
You are configuring a Dynamics 365 for Customer Service instance.
Customer service manager cannot create new entitlements for customer service representatives.
You need to ensure that customer service managers can add new entitlement templates and knowledge base records for customer service representatives.
Which access levels should you apply? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION # 281
You are a help desk representative for an organization using Dynamics 365 Customer Service.
Users need to search within the system for similar cases. None of the out-of-the-box settings have been changed.
You need to determine which search features are available for use by default.
Which two search features are available? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. Relevance Search
B. Advanced Find
C. Full-text Quick Find
D. Quick Find

Answer: B,D

Explanation:
https://docs.microsoft.com/en-us/power-platform/admin/configure-relevance-search-organization
https://docs.microsoft.com/en-us/powerapps/user/search

NEW QUESTION # 282
A client wants to use the knowledge base in Dynamics 365 Customer Service.
You need to identify the state of a knowledge base article when an event occurs.
What are the states of the articles? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation
Box 1: Review
Review - The draft version of the article is sent to reviewers to approve or reject.
Mark a knowledge article for review
To ensure that the content you've created is accurate, have someone review it.
You can mark an article for review or directly assign it to a specific person or queue. When you mark an article for review, it starts appearing in the knowledge manager's dashboard. The knowledge manager can then assign the article to specific team members or a queue for review.
Box 2: Published
When you approve the content of an article, it means that the content is ready to be consumed by other customer service reps, and also ready to be published.
On the Business process bar, in the Review stage, in the Review field, select Approve.
The article is now ready to be published.
Box 3: Draft
Draft - The article is in the process of being created.
Note: A versioned knowledge article in the Draft state can be modified only by the author or reviser with the contribute access to the knowledge base, owner of a knowledge base, users with the admin and knowledge_admin role, and ownership group members, if ownership group is added to the article.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledge-ar

NEW QUESTION # 283
You are implementing Omnichannel for Customer Service for a call center.
The call center's requirements for the implementation are as follows:
When a new chat conversation is started, the Customer Summary and New Case form tabs must be open.
The Customer Summary tab must be the primary tab during the conversation.
Agents must be able to close the New Case form tab.
Agents must not be able to close the Customer Summary tab.
You need to configure the tabs.
Which configuration should you use for each tab? To answer, drag the appropriate types of account information to the correct SMS channel provider. Each type of account information 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.

Answer:

Explanation:

Explanation
Graphical user interface, text, application Description automatically generated

NEW QUESTION # 284
......

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