Pass MB-230 Exam Guide

Microsoft Dynamics 365 for Customer Service Questions and Answers

Question 17

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

Tier 1 dashboard

Agent Insights

Connected Customer Service dashboard

Customer Service Performance dashboard

Question 18

You need to configure the system to meet the workspace requirements for case representatives.

Which role should you assign to case representatives?

Owner

Maker

Viewer

Customer Service Schedule Administrator

CSR Manager

Question 19

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 20

You need to set up the analytics functionality.

What should you do?

Select the System Management menus and configure them in the settings.

Connect the data through Dynamics 365 Customer Service to Dynamics 365 Customer Service Insights.

Connect the data through Dynamics 365 Customer Service Insights to Dynamics 365 Customer Service.

Install the solution and menu items that will appear in Dynamics 365 Customer Service.

Create a new dashboard in Dynamics 365 Customer Service and select the correct information.