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SLA, Entitlements, and Queues Management: 15-20%Queues Creation & Management: This subject area requires your competence in configuring queues and entities or queues, performing queue operations, and adding activities & cases to queues.SLAs Creation & Management: The candidates need to demonstrate their skills in creating and defining SLAs, configuring SLA settings, and manually applying SLAs. This domain will also evaluate competence in configuring holiday schedules, configuring customer service schedules, and implementing actions with the use of Power Automate.Entitlement Creation & Management: This section measures the learners’ skills in configuring entitlements, activating and deactivating entitlements, and creating and defining entitlements. It also covers their skills in renewal or cancelation of an entitlement.>> Reliable MB-230 Exam Blueprint <<
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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q46-Q51):NEW QUESTION # 46
A company wants to use Power Virtual Agents chatbots to enable customers to solve their own issues whenever possible. You create knowledge base articles.
You must ensure that the new articles are available through the chatbot.
You need to define the steps to integrate knowledge management with the chatbot.
Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
1 - Publish knowledge articles to a portal created in Power Apps
2 - Create a topic for the Power Virtual Agents bot, and add an action
3 - Use a Power Automate template to add the solution to the chatbot
4 - Test the Power Automate cloud flow
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/integrate-km-with-pva
NEW QUESTION # 47
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
Your company provides clients with Dynamics 365 for Customer Service Voice of the Customer employee satisfaction surveys. The company has a standardized set of survey questions named Satisfaction Survey.
You need to customize the survey for each client.
Solution: Clone the satisfaction survey and customize the questions.
Does the solution meet the goal?
Answer: B
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design- basic-survey#clone-or-import-an-existing-survey
NEW QUESTION # 48
You have two sites.
You need to ensure that all of the resources for a scheduling activity are from the same site.
What should you use?
Answer: C
NEW QUESTION # 49
You are using Dynamics 365 for Customer Service.
You need to automate the process of adding cases to a queue.
What should you do?
Answer: A
Explanation:
Section: Topic 3, Manage queues, entitlements, and SLAs
NEW QUESTION # 50
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
You are configuring a business process flow for a case entity.
All cases must be flagged for review.
You need to complete configuration of the business process flow.
Solution: For a new action named Ready for review, disable the As a business process flow action step option.
Does the solution meet the goal?
Answer: B
Explanation:
Section: Topic 1, Perform Configuration
Explanation/Reference:
NEW QUESTION # 51
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