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Exam MB-230 topic 1 question 11 discussion

Actual exam question from Microsoft's MB-230

Question #: 11
Topic #: 1

HOTSPOT -
You are implementing Dynamics 365 for Customer Service.
You need to set up available working hours to help desk representatives who have varying schedules.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:

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Suggested Answer:

by mkf at Nov. 14, 2019, 8:48 p.m.

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mkf

Highly Voted 2 years, 7 months ago

I think it should be A because in order to configure a different schedule per user, you have to go to Settings-->Security-->Users-->Work Hours. Thoughts?

upvoted 13 times

jofl

2 years, 7 months ago

I agree. when you want to setup indivual working hours for your csr you have to do that for each csr as described above. In the Customer Server Calendar you can setup the Support Schedules in genaral but not for each csr.

upvoted 5 times

wildflower

2 years, 2 months ago

csr = Customer Server Calendar?

upvoted 1 times

vik2409

2 years ago

CSR is Customer service representative.

upvoted 3 times

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wildflower

2 years, 2 months ago

you say "I think it should be A", but in your comment you call it it can not be A since you have to go to Settings to define hours for each user account. so the given answers are correct?

upvoted 4 times

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Ameen

Highly Voted 2 years, 4 months ago

correct

upvoted 8 times

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jakub_kangur

Most Recent 10 months, 4 weeks ago

I go for 1 -2

upvoted 2 times

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ryan_hoang4949

10 months, 4 weeks ago

Guys guys!!! it is "Individual Working Hours" or "Working Hours for each individual". THe answer is correct.

upvoted 3 times

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KAL18

1 year, 5 months ago

I think A is correct. Question is referring to reps who have varying schedule. On the other hand, Customer Service Calendars apply as a whole over an SLA. I am not sure if they work for reps on individual level. Do they?

upvoted 1 times

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saadnadir

1 year, 6 months ago

1 answer for both questions

upvoted 1 times

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SvtPA

1 year, 11 months ago

Correct https://docs.microsoft.com/en-us/dynamics365/customer-service/resources-service-scheduling#set-work-hours-for-the-resources

upvoted 2 times

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TonyRome

2 years ago

The questions says "working hours to help desk representatives who have varying schedules"...Schedules, not hours. You are therefore wanting to set varying schedules, not individual user hours. So IMO the answer is correct.

upvoted 3 times

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Ameen

2 years, 4 months ago

Correct answer please see:https://docs.microsoft.com/en-us/dynamics365/customer-service/set-work-hours-resource

upvoted 3 times

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J12252011

2 years, 4 months ago

So, it the solution they provided the correct answer? Thank you

upvoted 1 times

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guest81

2 years, 5 months ago

Vary by day (also this term is exactly same term on the Web Refresh interface) https://docs.microsoft.com/en-us/dynamics365/customer-service/create-customer-service-schedule-define-work-hours

upvoted 4 times

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