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

• Exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant – Certifications | Microsoft Learn
• Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate – Certifications | Microsoft Learn
• Functional consultant – Training | Microsoft Learn
• Introduction to Omnichannel for Customer Service | Microsoft Learn
• Study guide for Exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant | Microsoft Learn
• What is Omnichannel Customer Service? | IBM
• What is Omnichannel Customer Service? | Genesys
• Omnichannel for Customer Service – Notifications | Microsoft Dynamics 365 (neilparkhurst.com)
• @microsoft/omnichannel-chat-sdk – npm (npmjs.com)
• Configure Chat Channel in Omnichannel for Customer Service – TechAir (techairgroup.com)
• Omni Channel Engagement Hub: Configuring Chat Authentication – Everything D365 (triciasinclair.com)
• OmniChannel Chat Authentication Not Working As Expected – Dynamics 365 Customer Service Forum Community Forum
• Configure authentication settings | Microsoft Learn

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.