Microsoft certkiller mb-230 Exam Questions Tutorials by Joni q169 vce pdf

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Microsoft MB-230 Exam Overview :

Exam Name:	Microsoft Dynamics 365 for Customer Service
Exam Code:	MB-230 Dumps
Vendor:	Microsoft	Certification:	Dynamics 365 for Customer Service Functional Consultant Associate
Questions:	328 Q&A's	Shared By:	joni

Question 52

You are implementing Omnichannel for Customer Service. Agents need real-time recommendations for cases about warranty issues. You need to enable the appropriate productivity tool to meet the requirement. Which tool should you select?

Options:

Agent script

Smart assist

Macros

Quick replies

Discussion

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Question 53

You are a system administrator for Dynamics 365 for Customer Service.

All child cases must inherit the product, customer name, case title, and case type from the parent case. Parent cases must not be closed until all child cases are closed.

You need to configure cases.

What should you do?

Options:

Set the closure preference setting to Don’t allow parent case closure until all child cases are closed.

Set the closure preference setting to Don’t allow parent case closure until all child cases are closed. In Settings, navigate to Customizations. On the case entity, update the Incident-Incident Resolution case relationship field mapping to include the fields.

Create a business rule.

Add the product and case type fields as fields that child cases will inherit from the parent case. Set the closure preference setting to Don’t allow parent case closure until all child cases are closed.

Discussion

Question 54

A company is using Omnichannel for Customer Service.

You add a live chat button to your company's website for existing customers. Requests for chats are handled by the next available representative. The chat must route the customer to the same representative if the customer is inadvertently disconnected.

You need to configure the chat.

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.

NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.

Questions 54

Options:

Discussion

Question 55

You are using Dynamics 365 Customer Service to create and activate entitlements.

Customer service representatives state that the entitlement status is set to Waiting, and they cannot use the entitlement. You must ensure customer service representatives can use the entitlement.

You need to identify the entitlement issue.

What is the cause of the issue?

Options:

The Products or Contact field values have not been configured before activation.

The start date of the entitlement is in the future.

The entitlement has expired and is awaiting renewal.

The end date of the entitlement has been incorrectly configured to a date that has already passed.