Microsoft Updated MB-230 Exam Questions and Answers by macy

You are a system administrator for Dynamics 365 Customer Service. In the default account form, you create an escalation column as a choice of Yes/No.

The main account form must have a column of escalation paths. The column must be hidden if the escalation column is set to No. If the escalation column is set to Yes, the escalation path column must be displayed and filled out.

You need to configure the form.

What should you configure?

A customer needs to know how data from third-party applications can be reported on in a Customer Service Insights dashboard.

You need to advise the customer on how to display the data.

What should the customer 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.

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 the customization to include Knowledge Management.

Does the solution meet the goal?

A company is implementing Dynamics 365 Customer Service workspaces.

As a customer service representative, you must be able to view and work on more than one work item at a time. You need to navigate between the work items that are active in the workspace. Which two methods can you use? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.