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Microsoft Exam MB-230 Topic 5 Question 58 Discussion

Actual exam question for Microsoft's MB-230 exam
Question #: 58
Topic #: 5
[All MB-230 Questions]

A company has used Dynamics 365 Customer Service with Omnichannel for more than a year.

The company has experienced several product recalls over the last three months. Customer agents must follow standardized answers, approved by the legal department to respond to customer questions that are sent in from chats, texts, and phone conversations.

You need to configure the system.

Which two actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

Show Suggested Answer Hide Answer
Suggested Answer: A, B

by Linn at Feb 07, 2024, 12:51 PM

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Portia
10 months ago
I think both creating a macro and agent script are essential for handling customer inquiries
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Aja
10 months ago
But we also need to create an agent script to ensure standardized responses
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Dawne
10 months ago
Creating a macro could streamline the process for customer agents
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Florinda
10 months ago
I believe enabling the productivity pane is also important for easy access
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Lizette
10 months ago
I agree, having the app will definitely help in configuring the system
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Portia
10 months ago
I think we should install the Productivity Tools app
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Leonor
10 months ago
Creating an agent script will help ensure consistency in our responses.
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Leonie
10 months ago
I suggest we also create a macro for quicker replies.
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Julieta
11 months ago
I agree. It will help us streamline our responses.
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Kimberlie
12 months ago
I think we should install the Productivity Tools app.
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Dino
1 years ago
You know, I was wondering the same thing about the macros. I don't think they really fit in this case. The agent scripts and productivity pane seem like the way to go to handle those approved responses efficiently.
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Jerry
1 years ago
Hmm, I'm not sure about the macros. Wouldn't that be more for automating repetitive tasks? For this scenario, I think the agent scripts would be the better option to standardize the responses.
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Wilford
1 years ago
I agree, the productivity pane and agent scripts sound like the right approach. That way the agents can easily access the approved responses and ensure consistency in their communication with customers.
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Bulah
1 years ago
This question seems a bit tricky. We need to configure the system to handle the standardized responses for the product recalls. I'm thinking the productivity pane and agent scripts would be the way to go here.
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Earleen
12 months ago
D) Create an agent script.
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Willow
1 years ago
B) Enable the productivity pane.
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