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MB-230: Options to enable a chat channel for unauthenticated chats

Question

You are customizing an Omnichannel for Customer Service implementation. A call center wants to enable a chat channel for unauthenticated chats with the following requirements:

  • Chat must auto detect a customer for agents.
  • A chat widget must be embedded in a specific domain.

You need to customize the solution that meets the requirements. Which two options you should select? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A. pre-chat survey
B. visitor location
C. proactive chat
D. widget location

Answer

B. visitor location
D. widget location

Explanation

The correct answers are B. visitor location and D. widget location.

To meet the requirement that chat must auto detect a customer for agents, you can use the visitor location feature. This feature allows you to associate a customer with a chat session based on their IP address. This can be helpful if the customer is not authenticated, or if they do not have a CRM record.

To meet the requirement that a chat widget must be embedded in a specific domain, you can use the widget location feature. This feature allows you to specify the domains where the chat widget can be embedded. This can be helpful if you want to restrict access to the chat widget to specific websites or applications.

Here are the reasons why the other options are not correct:

  • A. pre-chat survey is not necessary to auto detect a customer for agents.
  • C. proactive chat is not necessary to auto detect a customer for agents. Proactive chat is a feature that allows agents to initiate chats with customers.

Here are some additional details about the two features:

  • Visitor location is a feature that allows you to associate a customer with a chat session based on their IP address. This can be helpful if the customer is not authenticated, or if they do not have a CRM record. To use visitor location, you will need to enable it in the Omnichannel for Customer Service settings. You will also need to configure the IP address ranges that you want to associate with specific customers.
  • Widget location is a feature that allows you to specify the domains where the chat widget can be embedded. This can be helpful if you want to restrict access to the chat widget to specific websites or applications. To use widget location, you will need to enable it in the Omnichannel for Customer Service settings. You will also need to specify the domains where you want the chat widget to be embedded.

Reference

Microsoft Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 certification exam practice question and answer (Q&A) dump with detail explanation and reference available free, helpful to pass the Microsoft Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 exam and earn Microsoft Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 certification.

Alex Lim is a certified IT Technical Support Architect with over 15 years of experience in designing, implementing, and troubleshooting complex IT systems and networks. He has worked for leading IT companies, such as Microsoft, IBM, and Cisco, providing technical support and solutions to clients across various industries and sectors. Alex has a bachelor’s degree in computer science from the National University of Singapore and a master’s degree in information security from the Massachusetts Institute of Technology. He is also the author of several best-selling books on IT technical support, such as The IT Technical Support Handbook and Troubleshooting IT Systems and Networks. Alex lives in Bandar, Johore, Malaysia with his wife and two chilrdren. You can reach him at [email protected] or follow him on Website | Twitter | Facebook

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