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下載MB-230考試題庫

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下載Microsoft Dynamics 365 for Customer Service考試題庫

NEW QUESTION 27
A company uses Dynamics 365 Customer Service. The company purchases Omnichannel for Customer Service.
The company wants the following requirements implemented without the need to license additional software:
The system must automatically ask questions before the chat begins.
Credit card information that a customer enters in a chat must not be visible to the agent.
You need to configure the options to meet the requirements.
Which options should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
MB-230-1ef25693afd5236e186f53eac6a86153.jpg

Answer:

Explanation:
MB-230-8140bc620d62f30bd13b2fcef95f3f71.jpg
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-pre-chat-survey
https://docs.microsoft.com/en-us/dynamics365/customer-service/data-masking-settings

 

NEW QUESTION 28
You have a Microsoft Dynamics 365 environment and you are using Unified Service Desk (USD) in a call center scenario. Users must be able to ask their customers questions that will trigger defined follow on actions.
You need to provide users with guidance for their customer interactions.
What should you use?

  • A. agent scripts
  • B. CRM workflows
  • C. knowledge management
  • D. CRM dialogs

Answer: A

 

NEW QUESTION 29
You have a Microsoft Dynamics 365 environment.
You implement Field Service and create a Field Service Agreement for a specific account Where should you define the preferred resource?

  • A. Schedule Board Setting
  • B. Field Service Settings
  • C. Booking Setup
  • D. Scheduler Field Service slot text template

Answer: C

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/field-service/set-up- customer-agreements

 

NEW QUESTION 30
......

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