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

A midsize service company provides clients with various service needs. The company plans to implement URS to schedule its service technicians. The company requires a solution that includes custom tables.

You need to recommend an implementation process for URS that enables a table for scheduling. What should you recommend?

A customer has a Customer Service environment.

The customer plans to use service scheduling.

You need to install the service scheduling.

What should you use to install the service scheduling?

You are customizing an Omnichannel for Customer Service implementation.

A call center wants to enable a chat channel for unauthenticated chats with the following requirements:

* Chat must auto detect a customer for agents.

* A chat widget must be embedded in a specific domain.

You need to customize the solution that meets the requirements.

Which two options you should select? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A company uses Dynamics 365 Customer Service.

Customer Service workspaces must have custom navigation that meets the following requirements:

* An application must be opened as an anchor tab in the application tab panel.

* Three additional application tabs must be opened when a session begins.

* The default mode of the communication panel must be set to Docked.

You need to determine which tool and feature to use to meet all requirements.

Which two tools/features should you use? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

A company uses Dynamics 365 Customer Service.

Managers state that support representatives can view contact social security numbers when the representatives open contact records.

Support representatives must only be able to verify that the social security number is saved. They must not be able to view the number.

You need to configure the application to resolve the issue.

What should you do?

A company that manufactures industrial heating, ventilation, and air conditioning units (HVAC) implements the Dynamics 365 Connected Customer Sen/ice (loT) add-in to its environment.

The company must enable the system to receive alerts from HVAC units sold to customers who purchased an extended warranty and monitoring service.

You need to enable the device alerts.

Which two actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

You are a Dynamics 365 Customer Service system administrator.

You are unable to add 20 hours of phone time to the Entitlement channel.

You need to determine the reason you are unable to add the hours.

What are three possible reasons? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.