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Exam MB-230 topic 7 question 26 discussion

Actual exam question from Microsoft's MB-230
Question #: 7
Topic #: 7
[All MB-230 Questions]

A company uses Dynamics 365 Customer Service.

Agents provide incorrect responses when replying to customer issues.

You need to configure quick replies.

What should you do?

  • A. Add a macro in Smart assist.
  • B. Add a quick reply to a workstream.
  • C. Create a new quick reply with the category name as the title.
  • D. Create a new tag for each quick reply.
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Suggested Answer: D 🗳️
by b2fcd03 at Sept. 18, 2024, 10:53 p.m.

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Nyanne
4 weeks, 1 day ago
Selected Answer: C
Why not C. D would be great to organise it further.
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b2fcd03
7 months, 1 week ago
D. By default, any quick reply message that is created will be available to all agents in your organization. Quick replies can be classified and tagged into categories. The categorization capability can help you group quick replies into logical chunks that represent key conversational states for agents. For example, your organization might have multiple messages that represent greetings to customers. Creating categories helps make it quicker for agents to pull up messages because they can enter the name of the category such as Greeting or Closing.
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