Free Microsoft MB-230 Exam Questions

Become Microsoft Certified with updated MB-230 exam questions and correct answers

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Total 377 Questions | Updated On: Dec 02, 2024

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Question 1

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.

A : art Assist

B : ion template for the bot

C : ntext variable

D : t in an Omnichannel Queue

Answer: C,D

Question 2

You set a default entitlement for a customer.

You need to ensure that the default entitlement is automatically associated with a case.

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

NOTE: Each correct selection is worth one point.

A : eate a case.

B : date the customer, contact, or product field on an existing case.

C : date the description field on an existing case.

D : Add an activity to an existing case.

Answer: A,B

Question 3

A company uses Omnichannel for Customer Service.

The company wants to configure Power Virtual Agents within Omnichannel to have automatic answers when a

customer starts a chat session.

You need to set up the prerequisites for the Power Virtual Agents.

Which three technologies should you set up? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A : rk stream

B : eues

C : ure Application ID

D : at widget

E : atbot

Answer: A,B,C

Question 4

You make use of Dynamics 365 Customer Service. You have recently acquired Omnichannel for Customer

Service.

You want to make sure that an agent is unable to view a client’s credit card data in a live chat.

Which of the following actions should you take?

A : u should configure a business rule.

B : u should configure a data masking rule.

C : u should configure data encryption.

D : u should configure a routing rule.

Answer: B

Question 5

A company uses Omnichannel for Customer Service. An administrator creates a report.

You must change reports to intraday insight reports without using customizations.

You need to determine why you are unable to switch to the intraday insight reports.

What is the issue?

A : The intraday insight reports need to be created in FetchXML first.

B : Users can configure only their own intraday insight reports.

C : The intraday insight reports must be configured from Dynamics 365 Customer Service settings.

D : Only administrators can configure the intraday insight reports.

Answer: D

Page: 1 / 76

Total 377 Questions | Updated On: Dec 02, 2024

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