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MB-230 PDF
Microsoft MB-230 PDF

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You need to configure the queue for telephone-based cases.

What are two possible ways to achieve this goal? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

Answer: B, C

You need to search for answers to customer claims.

Which type of search should you perform?


You need to ensure that claim disputes conform to the defined case life cycle.

What should you configure?

Answer: D

A customer has three cases in process and two cases for the current calendar year.

You need to determine how many cases the customer has left on their entitlement.

How many cases are left?


You need to create the SLAs.

Which three SLAs should you create? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

Answer: B, D, E

See the explanation below.

An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.

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