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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q255-Q260):

NEW QUESTION # 255
You are customizing an Omnichannel for Customer Service implementation for a call center.
The call center manager wants to create a new quick response for agents to save time typing a greeting message.
You need to create a quick response that includes a customer's full name.
How should you create the quick response?

A. Hi {FullName{Customer}}, How may I help you?
B. Hi FullName{Customer}, How may I help you?
C. Hi Customer{Fullname}, How may I help you?
D. Hi {Customer{Fullname}}, How may I help you?

Answer: A

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-quick-replies

NEW QUESTION # 256
You view the interactive dashboard in the Microsoft Dynamics 365 Customer Service Hub.

Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation

NEW QUESTION # 257
You need to configure the system to store answers about claims.
Which four actions should you perform in sequence? To answer, move all actions from the list to the answer area and arrange them in the correct order.

Answer:

Explanation:

Explanation
Graphical user interface, text, application Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledge-ar

NEW QUESTION # 258
You are setting up knowledge management in Dynamics 365 Customer Service.
Management wants to view the statistics on which keywords are searched the most by agents when they use the knowledge base. You need to ensure that management can view the top search words. Which two steps should you configure? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

A. Add Knowledge Suggestion Section Control.
B. Enable knowledge analytics.
C. Enable historical analytics.
D. Select Knowledge search analytics after adding the Additional features.
E. Enable knowledge article suggestions.

Answer: B,D

NEW QUESTION # 259
You are implementing Omnichannel for Customer Service for a hospital.
Each customer service agent has a chat capacity of 200.
The implementation requirements are as follows:
Each agent can take no more than two chats at a time.
A new conversation must auto assign to an available agent.
You need to select the conversation options to meet the requirements.
Which options should you configure?

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/unified-routing-work-distribution

NEW QUESTION # 260
......

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Marvelous MB-230 Valid Test Sims & Guaranteed Microsoft MB-230 Exam Success with High Pass-Rate MB-230 Most Reliable Questions

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q255-Q260):

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