Struggling with the MB-230 exam? Learn the key steps to automate case creation in Dynamics 365 Customer Service with macros. Get expert tips and boost your exam preparation today!
Table of Contents
Question
A company is using Dynamics 365 Customer Service to provide customer support.
The company must provide an automated way for agents to create related cases while working in a session.
What should you create first?
A. macro
B. agent script
C. smart assist bot
D. record creation and update rule
Answer
A. macro
Explanation
This item tests the candidate’s knowledge of creating macros.
Macros are used to automate tasks while working with applications such as Customer Service workspace and Omnichannel for Customer Service. Record creation and update rules are used to automate creating and updating Dynamics 365 Customer Service records based on items coming into a queue. They are not used to automate actions while working in a session. Agent scripts are used to provide guidance to agents while working with customers. You can add a macro as a step in an agent script, but the macro for creating the case must be created first. Smart assist bots are used to provide real-time recommendations to agents while working in a session. They will not automate the process of creating items.
Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 certification exam assessment practice question and answer (Q&A) dump including multiple choice questions (MCQ) and objective type questions, with detail explanation and reference available free, helpful to pass the Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 exam and earn Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 certification.