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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q266-Q271):

NEW QUESTION # 266
You are a customer service representative using Dynamics 365 Customer Service Hub.
You need to link the knowledge base records that relate to cases and send articles to customers.
Which three 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 them correct order.

Answer:

Explanation:

1 - Open an existing case record
2 - Type the search terms relating to the case issue in the KB Records tab
3 - Locate the knowledge-base article. Select Link, and then select Email

NEW QUESTION # 267
What are the states a knowledge base article can be in?

A. Approved, Cancelled. Draft Expired. On Hold, or Scheduled
B. Active. Approved, Draft, Inactive, or Scheduled
C. Active or Inactive
D. Approved, Archived, Discarded, Draft. Expired, or Scheduled

Answer: D

Explanation:

NEW QUESTION # 268
You are a Dynamics 365 Customer Service administrator.
You create a new entity named Root Cause Escalation. Queues must be used for new Root Cause Escalation records. The records must be automatically assigned to the record owner's default queue when a record is created.
You need to implement the proper functionality to meet the requirements.
Which three 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:

Explanation
A picture containing timeline Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/enable-entities-for-queues

NEW QUESTION # 269
A company uses Omnichannel for Customer Service. An administrator creates a report. You must change reports to intraday insight reports without using customization. You need to determine why you are unable to switch to the intraday insight reports. What is the issue?

A. Users can configure only their own intraday insight reports.
B. The intraday insight reports must be configured from Dynamics 365 Customer Service settings.
C. The intraday insight reports need to be created in FetchXML first.
D. Only administrators can configure the intraday insight reports.

Answer: A

NEW QUESTION # 270
A Dynamics 365 Customer Service organization uses routing rules to escalate cases.
Security roles have not been modified or created.
You need to modify the routing rule set that is currently in use and enforce the principle of least privilege.
Which five 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:

Explanation
Graphical user interface, text, application Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-cases

NEW QUESTION # 271
......

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100% Pass Quiz 2025 Microsoft MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant–Trustable Exam Collection Pdf

MB-230 Reliable Test Blueprint | MB-230 New Braindumps Files

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q266-Q271):

100% Pass Valid Microsoft - MB-230 - Exam Microsoft Dynamics 365 Customer Service Functional Consultant Collection Pdf

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