Microsoft Dynamics 365 for Customer Service v1.0 (MB-230)

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You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer (VoC).
You need to ensure that VoC survey responses trigger an escalation in support.
Which workflow should you use?

  • A. VoC â€" Process Survey Response
  • B. VoC â€" Close Survey Activity
  • C. VoC â€" Process NPS Response
  • D. VoC â€" Process Face Response


Answer : A

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/plan-survey

HOTSPOT -
You use Dynamics 365 for Customer Service administrator. You plan to create Voice of the Customer surveys.
You need to determine which survey question feature is needed to complete the design of the survey.
Which survey features should you use? To answer, select the appropriate survey type in the dialog box in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:




Answer :

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advanced-survey

You are creating a survey using Voice of the Customer.
You need to embed the survey into a website and make it available to your customer.
What should you do?

  • A. Create the website. Add the URL to the Dynamics 365 site in your website.
  • B. Create your Dynamics 365 portal. Display the Voice of the Customer page from within the main website page.
  • C. Create a webpage on the website. Add the URL to link the Voice of the Customer questions from Dynamics 365.
  • D. Create an iFrame URL. Copy the HTML code to an iFrame in your website.
  • E. Add the iFrame URL to your website.


Answer : D

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/distribute-survey

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Total 63 questions