Dynamics 365 for Customer Service Functional Consultant Associate MB-230 Full Course Free

You are creating a Power Virtual Agents chatbot to handle common customer inquiries.

A manager reports that some inquiries are not routing to the appropriate customer service representatives. You observe that one node is inactive.

You need to determine why the node is inactive.

What should you use?

You are customizing an Omnichannel for Customer Service implementation.

Customers take a pre-chat survey on a chat widget on the portal. Customers are required to accept the portal ' s privacy policy before they can take the survey.

A call center manager wants to auto pick account or contact information for customer service agents based on the survey.

You need to configure the pre-chat survey question field to meet the requirements.

Which option should you select for each pre-chat survey question field? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

You ate a customer service representative for a company that uses Dynamics 365 Customer Service.

When customer service representatives find records that meet specific criteria, they must be able to do the following:

• Open the records in a new tab.

• Open a single record in a new session.

• Open a single record in an existing session on a new tab.

You need to meet the requirements.

Which two actions should you perform? Each correct answer part of a complete solution. NOTE: Each correct selection is worth one point.

You are creating a macro in Dynamics 365 Customer Service to create automations. You must use the following predefined macro connectors:

• Open a new form to create a record.

• Open the new application tab in the same session.

• Link a record to the conversation.

You need to configure the types of steps that are required.

Which types of connectors should you choose? To answer, drag the appropriate connector types to the correct steps. Each connector type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.

NOTE: Each correct selection is worth one point.