Microsoft Role-based MB-230 Questions & Answers

• Question 1:

  DRAG DROP

  You need to create the dashboards.

  Which dashboard types should you use? To answer, drag the appropriate dashboard types to the correct scenario. Each dashboard 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.

  Select and Place:

  

  Correct Answer:

  

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-dashboard

• Question 2:

  DRAG DROP

  You need to configure the system to store answers about claims.

  Which four actions should you perform in sequence? To answer, move all actions from the list to the answer area and arrange them in the correct order.

  Select and Place:

  

  Correct Answer:

  

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledge-article

• Question 3:

  DRAG DROP

  You need to create an entitlement template. In System Settings, you navigate to Service Management.

  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.

  Select and Place:

  

  Correct Answer:

  

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entitlements-templates

• Question 4:

  DRAG DROP

  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.

  Select and Place:

  

  Correct Answer:

  

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer

• Question 5:

  HOTSPOT

  You need to ensure cases are handled correctly.

  What should you do? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/overview-unified-routing

• Question 6:

  HOTSPOT

  You need to meet the automatic case creation requirements.

  What should you do? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

  Reference:

  https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-email

  https://cloudblogs.microsoft.com/dynamics365/it/2017/07/25/convert-email-to-a-case-with-a-few-clicks-in-dynamics-365-app-for-outlook/

• Question 7:

  HOTSPOT

  You need to decide which action is applicable in the SLA.

  What should you do? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

• Question 8:

  HOTSPOT

  You need to configure the correct settings.

  Which settings should you configure? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

• Question 9:

  HOTSPOT

  You need to create and configure objects to support the requirements.

  How should you configure the system? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

• Question 10:

  HOTSPOT

  You need to select the feature for each parameter.

  Which feature should you use for each parameter? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/create-operating-hours