Manage Collaboration MB-230 Practice Questions (Page 3)

Questions 11–15

1. 11expert · hard

   A company wants to enable Teams calling for agents, but only for calls to customers, not internal calls. They also want to ensure that call recordings are stored in Dynamics 365. What should you configure?

   • AUse a third-party telephony integration for customer calls.
   • BEnable Teams calling for all users and rely on the Teams admin center to restrict calls to customers.
   • CEnable the Teams chat control and use it for customer calls.
   • DEnable the Teams call control and configure call recording to save to the case timeline.
   Reveal Solution Discussion Select an answer first
2. 12foundation · easy

   What is the primary goal of optimizing the Microsoft Teams collaboration experience within Dynamics 365 Customer Service?

   • ATo provide customers with direct access to Teams chats
   • BTo replace all other communication channels with Teams
   • CTo reduce the number of customer service representatives needed
   • DTo enable seamless teamwork without leaving the customer service context
   Reveal Solution Discussion Select an answer first
4. 13foundation · easy

   What is the primary purpose of AI-driven contact suggestions in Microsoft Teams within Dynamics 365 Customer Service?

   • ATo replace the need for manual contact management in Dynamics 365.
   • BTo generate automated responses to customer emails.
   • CTo automatically create contact records for all external customers.
   • DTo recommend relevant people to include in a Teams chat based on the context of the case.
   Reveal Solution Discussion Select an answer first
5. 14foundation · easy

   An administrator wants to configure rules-based contact suggestions for Microsoft Teams in Dynamics 365 Customer Service. What is the primary input for these rules?

   • AThe user's browsing history in Dynamics 365
   • BRandom selection from the organization's directory
   • CMachine learning models trained on historical case data
   • DUser-defined criteria such as role, team, or relationship to the case
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6. 15application · medium

   A Dynamics 365 Customer Service organization wants agents to collaborate on cases without leaving the application. They need to see the case record, chat with colleagues, and make voice calls, all from one screen. What is the most efficient way to achieve this?

   • AEnable Teams chat only and use a separate phone system for calls.
   • BUse a custom web resource that embeds the Teams web client.
   • CEnable the Teams collaboration experience and add the Teams chat and call controls to the case form.
   • DOpen Teams in a separate browser tab and instruct agents to switch between tabs.
   Reveal Solution Discussion Select an answer first