Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 Exam Practice Test

A customer's entitlement is not available to assign to a case.

You need to determine the cause of the customer's issue.

What are two possible reasons for the issue? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

You are creating a survey using Voice of the Customer.

You need to embed the survey into a website and make it available to your customer.

What should you do?

A company uses Dynamics 365 Customer Service.

Telemetry on agent case resolution time reveals that agents spend 20 minutes on average resolving cases. Analysis determines that resolution duration is increased because agents are often required to view and modify data on the related account.

The company requires a solution that allows agents to enter data in a single screen and edit multiple records without navigating to each record.

You need to create the solution.

Which two actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point

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?

You need to add SLA timers to the Case form.

Which two options should you configure? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

You are a customer service manager. You define an enhanced service-level agreement (SLA).

You need to accurately record the time spent on cases by customer service representatives.

What should you do?

A company uses Dynamics 365 Customer Service.

Customer Service workspaces must have custom navigation that meets the following requirements:

* An application must be opened as an anchor tab in the application tab panel.

* Three additional application tabs must be opened when a session begins.

* The default mode of the communication panel must be set to Docked.

You need to determine which tool and feature to use to meet all requirements.

Which two tools/features should you use? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.