Get a glimpse of the real MB-230 certification exam challenges with our free Microsoft MB-230 practice test questions.
Question 1
You are implementing Omnichannel for Customer Service for a company. The company has the following requirements:
* Initial conversations must be assigned to Power Virtual Agents chatbots.
* If a conversation needs to be escalated, it must be assigned to a human agent
* The chatbot and human agents must be in the same queue
You need to complete the implementation to meet the requirements.
What must the chatbot capacity as compared to the agents' capacity?
Question 2
You implement Dynamics 365 Customer Service for a company. Support representatives use the Customer Service workspace. Support representatives must begin working on existing cases in their queues when they open the workspace. Which screen should the representatives use to perform this task?
Question 3
A company uses Dynamics 365 Customer Service. The manufacturing company has several locations and 10 repair technicians
The company is implementing scheduling The company must ensure that the correct repair technicians with the correct tools go to the facility closest to them.
You need to identify the valid resources.
Which two options are valid resources? Each correct answer presents a complete solution
NOTE: Each correct selection is worth one point.
Question 4
You are an agent for a company that uses Dynamics 365 Customer Service. You start a conversation with a client.
You must keep track of knowledgebase (KB) articles and client conversations. When you start a conversation with a client, you must automate The following tasks:
* Open the client's record.
* Search the KB
* Send the KB article in the chat
You need to configure macros to automate the tasks.
Which three features should you configure? Each correct answer presents part of the solution
NOTE: Each correct selection is worth one point.
Question 5
A company uses Dynamics 365 Customer Service with loT devices.
A user with permissions set to use the Customer Service app attempts to connect an loT device. The user receives an error that states they are not authorized to add this device.
You need ensure that the user can add the device. You must use the principle of least privileged access.
Which two roles should you assign to the user? Each correct answer presents part of the solution
NOTE: Each correct selection is worth one point.
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