Microsoft dumpspedia last Attempt Mb-230 Questions by Akram q42 vce pdf

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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:	338 Q&A's	Shared By:	akram

Question 28

You are using Dynamics 365 Customer Service. You are viewing a knowledge base (KB) article from a case record. Knowledge management is set up to use an external portal.

You need to link the article to the case and share the article with the customer.

What is the solution for each requirement? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Questions 28

Options:

Discussion

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Question 29

You configure Dynamics 365 Customer Service. Managers require a custom dashboard with the following:

• A list of customers who have the most cases open.

• A list of customers who have the most missed service-level agreements (SLAs) sorted by contact.

• A list of top call takers for the week.

• A list of the cases that took the most amount of time to resolve.

The custom dashboard must be available for all users to use.

You need to configure the system.

What should you configure? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Questions 29

Options:

Discussion

Question 30

Customer service agents do not have access to Customer Service historical analytics reports in Dynamics 365 Customer Service.

You need to provide access to the reports.

What are two possible ways to achieve this goal? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

Options:

Edit the Customer Service Representative security role to provide read-only access to analytics reports.

Create a new model-driven app to expose the reports and provide app access to the Customer Service Representative security role.

Create a new security role and provide read-only access to analytics reports.

Edit the Customer Service Representative Manager security role to provide read-only access to analytics reports.

Discussion

Question 31

: 83

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.

You are implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2.

You need to set up the queues to meet the following requirements:

Users must have their own queues that no one else can access.

Users must not be able to view each other ' s queue.

Users must be able to work from the support queue.

Solution:

Set up each user queue to be private.

Set up level1 and level2 queues to be public and add applicable members.

Set up the support queue to be public.

Does the solution meet the goal?

Options:

Yes