Prepare MB-230 Question Answers - MB-230 Exam Dumps
Real Microsoft MB-230 Exam Questions [Updated 2022]
SLA, Entitlements, and Queues Management: 15-20%
- SLAs Creation & Management: The candidates need to demonstrate their skills in creating and defining SLAs, configuring SLA settings, and manually applying SLAs. This domain will also evaluate competence in configuring holiday schedules, configuring customer service schedules, and implementing actions with the use of Power Automate.
- Entitlement Creation & Management: This section measures the learners’ skills in configuring entitlements, activating and deactivating entitlements, and creating and defining entitlements. It also covers their skills in renewal or cancelation of an entitlement.
- Queues Creation & Management: This subject area requires your competence in configuring queues and entities or queues, performing queue operations, and adding activities & cases to queues.
Microsoft MB-230 Practice Test Questions, Microsoft MB-230 Exam Practice Test Questions
The candidates for the MB-230: Microsoft Dynamics 365 Customer Service exam are looking to obtain the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. These individuals possess competence in implementing omnichannel solutions focusing on quality, efficiency, service, reliability, and customer satisfaction. The applicants should have expertise in designing and implementing service management reports and visualizations offered by and in collaboration with the Solution Architects.
Scheduling Implementation: 10-15%
- Services Management: The test takers will need to demonstrate their skills in defining services, scheduling service activities, and configuring fulfillment preferences. They will also need to show their expertise in a scheduling service activity with schedule boards and creating the schedule boards.
- Resources Management: This topic requires your expertise in configuring resources, business closures, organizational units, work hours, and equipment and facilities.
NEW QUESTION 49
You are a Dynamics 365 system administrator.
Your customer service team must define goal metrics to track and measure all resolved cases.
You need to create a goal metric with a rollup field.
In which order should you perform the actions? Toanswer, move all actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/sales-enterprise/create-edit-goal-metric
NEW QUESTION 50
You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review.
You approve some articles and revert some articles to draft status.
For each action, what should you do next? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worthone point.
Answer:
Explanation:
NEW QUESTION 51
You create a service level agreement (SLA) that wilt fail after seven days.
You select a service calendar that uses 24-hour work days and no holidays.
Saturday and Sunday are configured to be non-working days.
If no action is taken, how many calendar days can pass before the SLA fails?
- A. 9 days
- B. 7 days
- C. 5 days
- D. 11 days
Answer: C
NEW QUESTION 52
You need to build a personal dashboard that displays the following charts and views:
Charts:
Number of cases by owner and priority
Products with most cases opened
Views:
Display the number of cases opened in a seven-day period
Display the number of escalated cases
Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
1 - Create the charts and views necessary to see the data requested.
2 - Open Dashboards and select New.
3 - Create a two-column regular dashboard.
4 - Select the graph icon to insert the charts and views needed in the sections of the dashboard.
Reference:
https://docs.microsoft.com/en-us/powerapps/user/track-your-progress-with-dashboard-and-charts
NEW QUESTION 53
Drag and Drop Question
You manage Dynamics 365 for Customer Service.
You need to create a list of holidays and ensure that existing service-level agreements (SLAs) observe those holidays.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/create- customer-service-schedule-define-work-hours
NEW QUESTION 54
You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review.
You approve some articles and revert some articles to draft status.
For each action, what should you do next? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 55
You are a Dynamics 365 for Customer Service administrator.
Members of the customer support staff must not be available on public holidays in the year 2021.
You need to configure holiday schedules.
Which actions should you perform? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-holidayschedule
NEW QUESTION 56
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.
- A. Configure a status reason transition.
- B. Create a case routing rule.
- C. Create a case from email.
- D. Define an SLA and entitlements and set entitlement values for case numbers.
- E. Automatically create or update records.
Answer: A,D
NEW QUESTION 57
You make a phone call regarding an existing case record.
You need to create a phone call activity that appears on the case record timeline.
Which three actions should you perform in sequence? Toanswer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
NEW QUESTION 58
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd.
You need to automatically create cases from emails sent to the [email protected] email address.
Solution: Create an automatic record creation and update rule. Set the Source type to Service activity, and then select the queue.
Does the solution meet the goal?
- A. No
- B. Yes
Answer: A
Explanation:
Section: Topic 1, Perform Configuration
NEW QUESTION 59
You are a Dynamics 365 for Customer Service administrator.
Your company requires a new phone-to-case business process flow for customer service representatives to follow.
The stages are as follows:
Verification
Acknowledgement and research
Resolution
Customer service representatives must send an email to the customer when a case enters the acknowledgement-and-research stage.
You need to create the required business process flow and components.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
1 - Creat and activate the case-acknoledgement email workflow as follows
2 - Create a new business process flow record for the case entity.
3 - Create and activate the process flow with each of the stages. Add the case acknowledgement email workflow as a global workflow. Trigger the workflow for the acknowledgement-and-research stage.
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/create-business-process-flow
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/workflow-processes
NEW QUESTION 60
You are a customer service representative using Dynamics 365 Customer Service Hub.
You need to link the knowledge base records that relate to cases and send articles to customers.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in them correct order.
Answer:
Explanation:
1 - Open an existing case record
2 - Type the search terms relating to the case issue in the KB Records tab
3 - Locate the knowledge-base article. Select Link, and then select Email
NEW QUESTION 61
You are a Dynamics 365 for Customer Service administrator.
Your company is trying to determine whether it needs to use standard or enhanced service-level agreements (SLAs).
You need to configure SLAs based on the requirements.
Which type of SLAs should you use? To answer, select the appropriate option in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 62
You use Dynamics 365 for Customer Service.
You need to merge cases.
What is the outcome for the merge process? To answer, select the appropriate configuration in the answer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 63
You need to ensure that customers cannot open more cases than they are allowed.
Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
Explanation
Text, table Description automatically generated with medium confidence
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-custom
NEW QUESTION 64
You are configuring a Dynamics 365 for Customer Service instance.
Customer service manager cannot create new entitlements for customer service representatives.
You need toensure that customer service managers can add new entitlement templates and knowledge base records for customer service representatives.
Which access levels should you apply? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 65
You are configuring a Dynamics 365 for Customer Service instance.
Customer service manager cannot create new entitlements for customer service representatives.
You need to ensure that customer service managers can add new entitlement templates and knowledge base records for customer service representatives.
Which access levels should you apply? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 66
Drag and Drop Question
You are customizing a Dynamics 365 for Customer Service implementation.
The call center manager requires a visual representation that includes the number of resolved cases by month for each call center agent. The chart must be visible to all users within the service area.
You need to create the chart.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
NEW QUESTION 67
You implement the Unified Service Desk (USD).
Which three of the following objects are events? Each correct answer presents a complete solution.
- A. DesktopReady
- B. FireEvent
- C. SessionClosing
- D. Realignwindow
- E. BrowserDocumentComplete
Answer: A,B,C
NEW QUESTION 68
A company uses Dynamics 365 for Customer Service.
You need to document the case resolution process.
How are each of the cases resolved? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hubuse
NEW QUESTION 69
A company uses Dynamics 365 Customer Service.
The schedule shows working intervals of 45 minutes. The intervals cause customer service representatives to have too much free time during working hours. The company wants to change the intervals to every 30 minutes.
You need to configure the intervals.
What should you configure?
- A. Schedule within time constraints
- B. Resource crew scheduling
- C. Requirement groups
- D. Fulfillment preferences
- E. Schedule with travel time and distance
Answer: D
Explanation:
https://docs.microsoft.com/en-us/dynamics365/field-service/set-up-time-groups
NEW QUESTION 70
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