Microsoft MB-230 Online Practice Questions and Exam Preparation

Microsoft MB-230 Online Questions & Answers

• Question 1:

  HOTSPOT

  You are provisioning Omnichannel for Customer Service.

  You need to configure the system.

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

  NOTE: Each correct selection is worth one point.

  

  

• Question 2:

  A customer has a Customer Service environment.

  The customer plans to use service scheduling.

  You need to install the service scheduling.

  What should you use to install the service scheduling?

  A. Business Management settings
  B. AppSource
  C. Power Platform admin center
  D. Process Center
  C. Power Platform admin center

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  Explanation

  Install Customer Service scheduling

  Customer Service scheduling should be available within Customer Service Hub for new environments. If you have an older installation and can't find the Scheduling area in the app, go to Microsoft Power Platform admin center, expand the Resources area, and then select Dynamics 365 apps.

  https://learn.microsoft.com/en-us/training/modules/setup-customer-service-scheduling/1-introduction

• Question 3:

  DRAG DROP

  A contact center superviser requires operations metrics by channel and sentiment analysis.

  You need to install the Omnichannel insights dashboard for the company.

  In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.

  NOTE: More than one order of answer chokes is correct. You will receive credit for any of the correct orders you select.

  Select and Place:

  

  

• Question 4:

  A company uses Dynamics 365 Customer Service. The app is shared by agents and the inventory department. The inventory department manages the products. The agents have read-only access.

  Agents must have access to the products to add the products to cases. The agents do not need to view the products in the sitemap.

  You need to prevent agents from viewing products in the sitemap while maintaining the ability for the inventory department.

  What should you do?

  A. Set product privileges to Basic for the agents.
  B. Configure the site map subarea privileges of the product table.
  C. Set product privileges to Local for the agents.
  D. Configure the site map to remove the subarea where the product is displayed.
  D. Configure the site map to remove the subarea where the product is displayed.

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  Explanation

  To hide specific area/subarea we need to play around with:

  User Security Role

  +

  Sitemap Area Privilege

  +

  A Custom Dummy Entity (optional - can be achieved with standard entity).

  We need to update the SiteMap privileges for all the Sub Area.

  To hide the Navigation Area, we need to hide all the Subarea objects.

  https://www.alphabold.com/create-a-role-based-sitemap-navigation-in-dynamics-365-ce/

• Question 5:

  HOTSPOT

  A company is implementing Dynamics 365 Customer Service. The company installs and services air filtering units for industrial manufacturing plants.

  Schedulers must be able to do the following:

  Schedule resources to start appointments every 90 minutes.

  View available resources within the first, second, and third shifts.

  You need to configure the system to optimize work scheduling.

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

  NOTE: Each correct selection is worth one point.

  

  

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  Box 1: Fulfillment preferences

  Fulfillment preferences are customizable entities that let you choose how schedule assistant results are displayed, like with neat hourly appointments or morning and afternoon time windows.

  By default, the schedule assistant displays results based entirely on resource schedules and the earliest available time, such as 10:39 AM. With fulfillment preferences set to hourly, the same resource's availability shows as 11:00 AM. This makes it simpler for the scheduler to view and understand availability and communicate it to the customer.

  Box 2: Time group

  Time groups enable schedulers to search and view results as blocks of time when using the schedule assistant. Typical examples include mornings, afternoon, nights, and 2-hour windows. Unlike intervals, time groups do not dictate the start time of subsequent bookings. Time groups organize results, but leave the start time/arrival time as-is, based on the particular resource's schedule.

  When a time group is created for morning (8:00 AM to 12:00 PM) the schedule assistant will display a resource's earliest availability within the defined morning bucket. Results will show a list of possible resources to start at 8:32 AM, 9:07 AM, and 11:23 AM, and all results will appear within the "morning" time group because the start times fall within the 8:00 AM to 12:00 PM time group.

• Question 6:

  You are a system administrator for Dynamics 365 for Customer Service.

  All child cases must inherit the product, customer name, case title, and case type from the parent case. Parent cases must not be closed until all child cases are closed.

  You need to configure cases.

  What should you do?

  A. Validate that customer and case title fields have not been removed as fields that child cases inherit from parent cases. Add product and case-type fields to the list. Set the closure preference setting to Don't allow parent case closure until all child cases are closed.
  B. On the case entity, update the Parent case-Child case 1:N relationship field mapping to include the fields. Create a business rule on the case entity to prevent the parent from closing if it has one or more open child cases.
  C. Create a business rule.
  D. Validate that customer and case title fields have not been removed as fields that child cases inherit from the parent cases. Add product and case-type fields to the list. The closure preference setting does not need to be changed. This is default behavior.
  A. Validate that customer and case title fields have not been removed as fields that child cases inherit from parent cases. Add product and case-type fields to the list. Set the closure preference setting to Don't allow parent case closure until all child cases are closed.

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  Explanation

  https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases

• Question 7:

  A company has a Customer Service deployment. The company plans to implement the following:

  1. Al suggestions for contacts in Teams.

  2. Training information about the capabilities of suggestions.

  You need to identify the scenarios where the relevant contacts will be provided to users.

  Solution: The users that are in the Teams channel.

  Does the solution meet the goal?

  A. Yes
  B. No
  A. Yes

• Question 8:

  DRAG DROP

  You are setting up channels for Omnichannel for Customer Service.

  You want to set up a channel for a WhatsApp app.

  You need to configure the channel.

  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:

  

  

• Question 9:

  A company that manufactures industrial heating, ventilation, and air conditioning units (HVAC) implements the Dynamics 365 Connected Customer Sen/ice (loT) add-in to its environment.

  The company must enable the system to receive alerts from HVAC units sold to customers who purchased an extended warranty and monitoring service.

  You need to enable the device alerts.

  Which two actions should you perform? Each correct answer presents part of the solution.

  NOTE: Each correct selection is worth one point.

  A. Associate the device with a customer account.
  B. Add the device to Azure loT Hub.
  C. Add the device to Azure loT Central.
  D. Associate the device with a service level agreement (SLA).
  A. Associate the device with a customer account.
  C. Add the device to Azure loT Central.

• Question 10:

  HOTSPOT

  A company uses Dynamics 365 Customer Service. The company purchases Omnichannel for Customer Service.

  The company wants the following requirements implemented without the need to license additional software:

  The system must automatically ask questions before the chat begins.

  Credit card information that a customer enters in a chat must not be visible to the agent.

  You need to configure the options to meet the requirements.

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

  NOTE: Each correct selection is worth one point.

  

  

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  https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-pre-chat-survey

  https://docs.microsoft.com/en-us/dynamics365/customer-service/data-masking-settings