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

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets 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 creating agent scripts that have macros for quick steps for agents in a support center.

Agents need to be able to open a case from one of the steps in the agent scripts.

You need to select a type of connector to use to create the macro.

Solution: Configure the macro by using a session connector.

Does the solution meet the goal?

You are creating an external-facing portal that uses capabilities of Dynamics 365 Customer Service.

When a case is closed, customers must receive an email that provides the ability to visit the knowledge base associated with the case.

You need to configure the system.

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

NOTE: Each correct selection is worth one point.

You implement Dynamics 365 Customer Service for a call center.

The call center supervisor has the following requirements for the Customer Service workspace functionality:

* Automate agents' repetitive tasks.

* Enable agents to share knowledge articles with customers.

You need to ensure that the implementation meets the requirements.

Solution: Create a macro with an Omnichannel connector.

Does the solution meet the goal?

You work for a power company that uses Dynamics 365 Customer Service. The company provides outdoor smart light bulbs to its customers. Each bulb includes an loT sensor with LTE capabilities.

When a light bulb begins to fail, the loT sensor must create a work order to send the customer a replacement bulb.

You implement Connected Customer Sen/ice with Azure loT Central and Power Automate, but work orders are not generated.

You need to ensure that work orders are generated.

What must you set for each bulb?

A company that manufactures industrial heating, ventilation, and air conditioning units (HVAC) implements the Dynamics 365 Connected Customer Sen/ice (loT) add-in to its environment.

The company must enable the system to receive alerts from HVAC units sold to customers who purchased an extended warranty and monitoring service.

You need to enable the device alerts.

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

NOTE: Each correct selection is worth one point.

A company has used Dynamics 365 Customer Service with Omnichannel for more than a year.

The company has experienced several product recalls over the last three months. Customer agents must follow standardized answers, approved by the legal department to respond to customer questions that are sent in from chats, texts, and phone conversations.

You need to configure the system.

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

NOTE: Each correct selection is worth one point.

You are customizing an Omnichannel for Customer Service implementation.

You configure the handoff process to Omnichannel for Customer Service from Power Virtual Agents. However, customer conversations are not escalating to human

agents.

You need to complete the configuration to resolve the issue.

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

NOTE: Each correct selection is worth one point.