Microsoft Exam MB-230 Topic 5 Question 58 Discussion

Actual exam question for Microsoft's MB-230 exam

Question #: 58
Topic #: 5

A company has used Dynamics 365 Customer Service with Omnichannel for more than a year.

The company has experienced several product recalls over the last three months. Customer agents must follow standardized answers, approved by the legal department to respond to customer questions that are sent in from chats, texts, and phone conversations.

You need to configure the system.

Which two actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

AInstall the Productivity Tools app from AppSource.

BEnable the productivity pane.

CCreate a macro.

DCreate an agent script.

Show Suggested Answer

Suggested Answer: A, B

by Linn at Feb 07, 2024, 12:51 PM

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Portia

5 months ago

I think both creating a macro and agent script are essential for handling customer inquiries

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Aja

5 months ago

But we also need to create an agent script to ensure standardized responses

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Dawne

5 months ago

Creating a macro could streamline the process for customer agents

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Florinda

5 months ago

I believe enabling the productivity pane is also important for easy access

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Lizette

5 months ago

I agree, having the app will definitely help in configuring the system

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Portia

5 months ago

I think we should install the Productivity Tools app

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Leonor

5 months ago

Creating an agent script will help ensure consistency in our responses.

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Leonie

6 months ago

I suggest we also create a macro for quicker replies.

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Julieta

6 months ago

I agree. It will help us streamline our responses.

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Kimberlie

7 months ago

I think we should install the Productivity Tools app.

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Dino

8 months ago

You know, I was wondering the same thing about the macros. I don't think they really fit in this case. The agent scripts and productivity pane seem like the way to go to handle those approved responses efficiently.

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Jerry

8 months ago

Hmm, I'm not sure about the macros. Wouldn't that be more for automating repetitive tasks? For this scenario, I think the agent scripts would be the better option to standardize the responses.

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Wilford

8 months ago

I agree, the productivity pane and agent scripts sound like the right approach. That way the agents can easily access the approved responses and ensure consistency in their communication with customers.

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Bulah

8 months ago

This question seems a bit tricky. We need to configure the system to handle the standardized responses for the product recalls. I'm thinking the productivity pane and agent scripts would be the way to go here.

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Earleen

7 months ago

D) Create an agent script.

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Willow

8 months ago

B) Enable the productivity pane.

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