Dynamics 365 for Customer Service Functional Consultant Associate MB-230 Reddit Questions

Microsoft Dynamics 365 for Customer Service Questions and Answers

Question 21

You need to configure the system to notify managers about unhappy patients.

What should you do?

Configure Omnichannel Insights.

Set a routing rule for escalations.

Change the value of the Monitor real-time customer sentiment option to Yes .

Question 22

You need to configure OmniChannel to route correctly.

Which options should you use? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Question 23

You need to select the feature for each parameter.

Which feature should you use for each parameter? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Question 24

What should managers use to perform weekly reviews with case representatives?

Tier 1 dashboard

Agent Insights

Connected Customer Service dashboard

Customer Service Performance dashboard