Learn how to efficiently display quality check results for customer support cases in Dynamics 365 Customer Service using canvas apps. Discover which actions to take for seamless integration with SharePoint lists and ensure accessible results for customer service teams.
Table of Contents
Question
A company uses Dynamics 365 Customer Service. Customers log support requests about company products through chat and calls. Product information is stored in a SharePoint list.
Supervisors perform weekly quality checks on customer support cases handled by the customer service agents.
You need to ensure that the results of the quality checks are accessible from each customer support case.
Which two actions should you perform? Each correct answer presents part of the solution.
A. Create a canvas app.
B. Create a model-driven app.
C. Embed the app in Dynamics 365 Customer Service.
D. Embed the app in a custom model-driven app.
Answer
A. Create a canvas app.
C. Embed the app in Dynamics 365 Customer Service.
Explanation
This item tests the candidate’s knowledge of embedding apps in Dynamics 365 Customer Service.
A canvas app can be used to create a quality check app that connects to a SharePoint list to retrieve information about products and can connect to various data sources. Model-driven apps can retrieve data from Dataverse only. Displaying the results of the quality check in the respective cases means the canvas app must be embedded in Dynamics 365 Customer Service. A custom model-driven app is not required.
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.