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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q178-Q183):

NEW QUESTION # 178
You are working as a functional consultant for Dynamics 365 Customer Service. No changes have been made to security roles.
You need to ensure that customer service representatives can process cases that have service-level agreements (SLAs) and entitlements. You must grant only the minimum privileges required.
How should you configure security? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

NEW QUESTION # 179
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:

Explanation:
Graphical user interface, table Description automatically generated

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

NEW QUESTION # 180
Drag and Drop Question
A company has a Customer Service deployment.
The company plans to provide instructions for customer service agents.
You need to apply the security roles for agents to configure and access agent scripts.
Which security roles should you use? To answer, move the appropriate security roles to the correct requirements. You may use each security role once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION # 181
You need to configure the Microsoft Copilot Studio chatbot. What should you configure?

A. Assign chatbots to appropriate queues.
B. Embed a chat widget in the portal.
C. Add a chatbot to the workstream.
D. Assign each queue a workstream.

Answer: A

NEW QUESTION # 182
A service manager discovers a high number of cases in the agent queues. Cases are created manually but can be reassigned using a workflow or custom API.
The manager needs to know whether cases are getting duplicated because of simultaneous case creation or simultaneous case assignment.
You need to identify the number of cases that are created in each scenario.
How many cases are created? To answer, drag the appropriate cases created options to the correct simultaneous actions. Each cases created option may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:
Graphical user interface, application Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases

NEW QUESTION # 183
......

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Fred Gray Fred Gray

Biography

Quiz 2025 Microsoft Unparalleled Vce MB-230 Download

Exam MB-230 Pass Guide | Trusted MB-230 Exam Resource

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q178-Q183):

Quiz 2025 MB-230: The Best Vce Microsoft Dynamics 365 Customer Service Functional Consultant Download

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Fred Gray Fred Gray

Biography

Quiz 2025 Microsoft Unparalleled Vce MB-230 Download

Exam MB-230 Pass Guide | Trusted MB-230 Exam Resource

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q178-Q183):

Quiz 2025 MB-230: The Best Vce Microsoft Dynamics 365 Customer Service Functional Consultant Download

WHERE WE ARE

CONTACT WITH US

MANAGE ACCOUNT

USEFUL LINKS