Exam MB-230 topic 5 question 35 discussion

Actual exam question from Microsoft's MB-230

Question #: 35
Topic #: 5

DRAG DROP
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You are creating agent scripts in Dynamics 365 Customer Service.

You must add the following steps to the scripts:

1. Use the greeting: Welcome to the company, how may we serve you today?
2. Send details about a customer’s account to the customer with one selection.
3. Open another set of steps to follow.

You need to configure the type of steps that are needed.

Which type should you choose when configuring each step? To answer, drag the appropriate types to the correct steps. Each type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.

NOTE: Each correct selection is worth one point.

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by Nyanne at March 28, 2025, 10:43 p.m.

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Nyanne

4 weeks, 1 day ago

Correct. You can use 3 type of steps: Text – Simple text steps give the agents prompts. Macros – Macro steps run macros to perform automations. Agent Scripts – Script steps link one agent script to another. https://neilparkhurst.com/2020/05/29/omnichannel-for-customer-service-agent-scripts-macros-and-slugs/

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Exam MB-230 topic 5 question 35 discussion

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Nyanne

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