Manage Agents and Copilot in Service Features MB-230 Practice Questions (Page 2)

Questions 6–10

1. 6application · medium

   A support supervisor wants agents to see a chronological history of all emails, phone calls, and notes associated with a case, directly in the case form. The supervisor also wants a brief summary of the latest customer conversation. Which two features should be enabled?

   • AConversation summary and case summary
   • BTimeline summary and conversation summary
   • CCase summary and timeline summary
   • DTimeline summary and case summary
   Reveal Solution Discussion Select an answer first
2. 7foundation · medium

   Why is content filtering important for the 'Ask a Question' feature in Customer Service?

   • AIt speeds up the response time by reducing the number of agents using the feature
   • BIt allows agents to choose which sources to use on a per-question basis
   • CIt ensures that only managers can see the answers provided
   • DIt prevents Copilot from using outdated or irrelevant knowledge sources, improving answer quality
   Reveal Solution Discussion Select an answer first
4. 8expert · hard

   After a customer chat, an agent wants to generate a conversation summary that captures the issue and next steps. The agent also wants to use that summary to draft a follow-up email. The organization has a strict data residency requirement that all customer data must remain in the EU region. What should you consider?

   • AUse a plug-in to generate the summary locally to avoid data transfer.
   • BDisable AI features and manually write the summary and email.
   • CEnsure the Customer Service environment is provisioned in an EU region and that the AI features are configured to use that region.
   • DUse a third-party summarization service that stores data in the EU.
   Reveal Solution Discussion Select an answer first
5. 9application · medium

   An organization wants to give its support agents access to an external warranty system directly from the Customer Service workspace. The integration should allow agents to query warranty status without leaving the platform. You also want to add custom logic to parse the warranty response. What should you implement?

   • AConfigure 'Ask a Question' to query the warranty system.
   • BCreate a case summary that includes warranty data.
   • CIntegrate the agent with the external system and add a plug-in for parsing the response.
   • DUse timeline summaries to display warranty information.
   Reveal Solution Discussion Select an answer first
6. 10foundation · medium

   How does the Case Management Agent improve agent efficiency?

   • ABy automatically escalating all cases to senior agents
   • BBy blocking all non-essential notifications during case work
   • CBy replacing the need for agents to interact with customers
   • DBy automating repetitive tasks and providing relevant case information proactively
   Reveal Solution Discussion Select an answer first