Microsoft MB-230 Microsoft Dynamics 365 Customer Service Functional Consultant Exam Practice Test

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.

A company uses Dynamics 365 Customer Service. The company plans to enable in-app notifications to improve agent productivity. Agents must be notified 15 minutes prior to any scheduled customer calls. The agents can dismiss the notification if needed. You need to enable the notification. Which notification type should you use?

You are configuring Microsoft Teams chat integration for a custom model-driven application. Users report that they are unable to use the chat feature in the app. You determine that the capability has not yet been enabled. You need to enable the functionality. Which area should you access to enable it?

You are implementing Dynamics 365 Customer Service for an organization and are configuring the case summary Copilot.

A user tests the Case summary feature of Copilot. The user observes that the case summary card states, "There's not enough information to summarize." You need to recommend an action so an administrator can configure the case summary correctly. Which action should you recommend?

A company has a Customer Service deployment.

The company plans to enable Al suggestions for article keywords and descriptions on a custom form. You add the Keywords and Description Suggestion control to the form. You need to add a control to the form. Which control should you use?

A company sells and services bicycles. The company uses Dynamics 365 Sales and Dynamics 365 Customer Service. You create a custom table named Bicycle

A user tries to create a personal view with information from the Bicycle table. The user wants to add customer information from the Account table, but the columns are unavailable

You need to make the Account columns available to the Bicycles table.

What should you configure?

You implement Dynamics 365 Customer Service for a call center.

The call center supervisor has the following requirements for the Customer Service workspace functionality:

* Automate agents' repetitive tasks.

* Enable agents to share knowledge articles with customers.

You need to ensure that the implementation meets the requirements.

Solution: Create a macro with an Omnichannel connector.

Does the solution meet the goal?