最新的Microsoft Dynamics 365 Customer Service Functional Consultant - MB-230免費考試真題
You are implementing a new channel within Omnichannel.
You need to enable an SMS channel.
On which entity should you configure each task? To answer, drag the appropriate entities to the correct tasks.
Each entity 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.
You need to enable an SMS channel.
On which entity should you configure each task? To answer, drag the appropriate entities to the correct tasks.
Each entity 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.
正確答案:
Explanation:
Box 1: Workstream
Configure work distribution
In the Work distribution area of a workstream, you can either accept the default settings or select See more and update the following options:
Auto-close after inactivity
Work distribution mode
Capacity
Block capacity for wrap up
Etc.
Box 2: SMS Number
In SMS phone numbers, select Add, and enter the following details in Add SMS number:
Number: Specify the support phone number that you purchased from TeleSign in the < phone_number > format, such as 14252306549. Make sure that you don ' t enter blank spaces or special characters.
Type: Select Geo, Short code, or Toll free.
Description: Enter a description.
Validate: Select to validate the customer ID and API key.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel
A company uses Dynamics 365 Customer Service.
The company requires the capabilities of Ask a Question in Copilot in Dynamics 365 Customer Service. The company has many support articles. Agents must be restricted from accessing some articles.
You need to ensure that agents can open only articles relevant to them when asking Copilot a question.
What should you configure?
The company requires the capabilities of Ask a Question in Copilot in Dynamics 365 Customer Service. The company has many support articles. Agents must be restricted from accessing some articles.
You need to ensure that agents can open only articles relevant to them when asking Copilot a question.
What should you configure?
正確答案: C
You are a Dynamics 365 for Customer Service administrator. Your company provides support between 9 a.m.
and 5 p.m.
You must add a warning to account records when service representatives do not contact an account within eight business hours of the account being verified.
You need to enable service-level agreements (SLAs) for accounts.
In which order should you perform the actions? To answer, move all actions from the list to the answer area and arrange them in the correct order.
and 5 p.m.
You must add a warning to account records when service representatives do not contact an account within eight business hours of the account being verified.
You need to enable service-level agreements (SLAs) for accounts.
In which order should you perform the actions? To answer, move all actions from the list to the answer area and arrange them in the correct order.
正確答案:
Explanation:
You need to assign the minimum required security roles to a bot for the customer service supervisor. Which security roles should you use?
正確答案: D
A company uses Dynamics 365 for Customer Service.
You need to document the case resolution process.
How are each of the cases resolved? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
You need to document the case resolution process.
How are each of the cases resolved? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
正確答案:
Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service- hubuser-guide-case-sla
A company enables custom context variables on a chat widget.
Users report that the context variables are not being populated on new chats.
You need to troubleshoot the issue by querying the event listeners.
Which listener is required to be running?
Users report that the context variables are not being populated on new chats.
You need to troubleshoot the issue by querying the event listeners.
Which listener is required to be running?
正確答案: E
A company is implementing a customized app that will automatically route cases.
You need to determine the correct URL to connect to the app location in the cloud.
Which URL format should you use?
You need to determine the correct URL to connect to the app location in the cloud.
Which URL format should you use?
正確答案: C
說明：（僅 Fast2test 成員可見）
You are a Dynamics 365 for Customer Service administrator.
Your company requires a new phone-to-case business process flow for customer service representatives to follow.
The stages are as follows:
* Verification
* Acknowledgement and research
* Resolution
Customer service representatives must send an email to the customer when a case enters the acknowledgement-and-research stage.
You need to create the required business process flow and components.
Which three 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.
Your company requires a new phone-to-case business process flow for customer service representatives to follow.
The stages are as follows:
* Verification
* Acknowledgement and research
* Resolution
Customer service representatives must send an email to the customer when a case enters the acknowledgement-and-research stage.
You need to create the required business process flow and components.
Which three 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.
正確答案:
Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/create-business-process-flow
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/workflow-processes