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

A fitness company has several locations.

The company implements Dynamics 365 Customer Service and uses it to schedule personal trainer sessions with customers.

Customers report the following issues:

Customers are assigned personal trainers who do not reside at the customer's location.

Customers are assigned personal trainers during the trainers' non-working hours.

You need to resolve the issues.

Which two settings should you configure? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

A company uses Dynamics 365 for Customer Service. A case in the queue is routed to you.

You will be going on a vacation.

You need to assign the case to someone else.

What should you do?

You need to create the SLAs.

Which three SLAs should you create? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

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.

You are a customer service manager using Dynamics 365 for Customer Service.

You need to restrict support to the products that a customer has purchased.

What should you do?

You are implementing Omnichannel for Customer Service. Agents need real-time recommendations for cases about warranty issues. You need to enable the appropriate productivity tool to meet the requirement. Which tool should you select?

You need to search for answers to customer claims.

Which type of search should you perform?