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

You are creating a translation for an existing Knowledge article in Dynamics 365 Customer Service. You need to configure the elements that support translation.

Which two elements should you configure? Each correct answer presents part of the solution. Choose two. NOTE: Each correct selection is worth one point.

You are configuring Copilot in Dynamics 365 Customer Service.

You attempt to enable the Ask a Question feature, but it is unavailable due to missing knowledge sources. You need to add the missing knowledge sources to enable Ask a Question.

Which three knowledge sources should you use? Each correct answer presents a complete solution. Choose three.

NOTE: Each correct selection is worth one point.

You are implementing Omnichannel for Customer Service. Agents need real-time recommendations for cases about warranty issues. You need to enable the appropriate productivity tool to meet the requirement. Which tool should you select?

An electrical engineering company is implementing Dynamics 365 Customer Service.

Engineers schedule work in one-hour blocks.

Engineers who complete a job before the end of the one-hour block must not be able to start a new job in that same block.

Engineers who require part of an additional one-hour block to complete a job must not be able to start a new job in that additional block.

You need to configure the fulfillment preference to meet the requirements.

Proposed solution: Change the scheduler time resolution to one hour.

Does the solution meet the goal?

A company has a Customer Service deployment. The company plans to implement the following:

* Al suggestions for contacts in Teams.

* Training information about the capabilities of suggestions.

You need to identify the scenarios where the relevant contacts will be provided to users.

Solution: The users that are in the Teams channel.

Does the solution meet the goal?

A company uses Dynamics 365 Customer Service. The app is shared by agents and the inventory department. The inventory department manages the products- The agents have read-only access.

Agents must have access to the products to add the products to cases. The agents do not need to view the products in the site map.

You need to prevent agents from viewing products in the site map while maintaining the ability for the inventory department.

What should you do?

You are implementing Omnichannel for Customer Service.

The customer service supervisor wants to change one of the intraday KPI calculation methods. You need to modify the supervisor dashboard with the new KPI. Which tool should you use?