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MB-230: Which fields must include to create step-by-step documentation for support technicians?

Question

A company manufactures, installs, and maintains residential water filtration systems. The company implements Dynamics 365 Customer Service. Installation technicians call support technicians when they encounter issues during system installations. You must create step-by-step documentation for the support technicians. Which two fields must you include? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A. Description
B. Agent script
C. Owner
D. Language

Answer

A. Description
B. Agent script

Explanation

To create step-by-step documentation for support technicians in Dynamics 365 Customer Service, you should include the following two fields:

A. Description
B. Agent script

A. Description: The description field should be included in the documentation to provide a clear and detailed explanation of the steps that need to be followed. It should outline the specific actions and procedures required to address the issues encountered during system installations. Including a comprehensive description ensures that support technicians have all the necessary information to troubleshoot and resolve the problems effectively.

B. Agent script: An agent script is a predefined set of instructions or prompts that guide support technicians through a conversation or troubleshooting process. By including an agent script in the documentation, you provide a structured approach for the support technicians to follow during their interactions with installation technicians. The script can include questions to ask, troubleshooting steps to perform, or any other relevant information that helps support technicians resolve the issues efficiently.

C. Owner: The owner field is not directly related to creating step-by-step documentation for support technicians. The owner field typically denotes the person or team responsible for managing a record in Dynamics 365. While it is important to assign ownership and track responsibility for different records, it is not directly relevant to the task of creating documentation for support technicians.

D. Language: The language field is also not directly related to creating step-by-step documentation for support technicians. The language field allows you to specify the language in which the record or communication is conducted. While it is essential to consider the language preferences of support technicians and ensure effective communication, it does not specifically pertain to the task of creating documentation.

Therefore, options A (Description) and B (Agent script) are the correct fields to include when creating step-by-step documentation for support technicians in Dynamics 365 Customer Service.

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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