Microsoft MB-230 Online Practice Questions and Exam Preparation

Microsoft MB-230 Online Questions & Answers

• Question 91:

  You are responsible for creating surveys via Voice of the Customer (VoC).

  You want to make sure that clients who currently receive surveys are able to unsubscribe when they no longer want to receive them.

  You add an unsubscribe link to the email message.

  Does the action achieve your objective?

  A. Yes, it does
  B. No, it does not
  A. Yes, it does

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  Explanation

  https://www.inogic.com/blog/2018/02/exploring-the-unsubscribe-survey-option-in-voice-of-customer-in-dynamics-365-crm/

• Question 92:

  You are responsible for creating surveys via Voice of the Customer (VoC).

  You want to make sure that clients who currently receive surveys are able to unsubscribe when they no longer want to receive them.

  You add an Unsubscribe check box after every question.

  Does the action achieve your objective?

  A. Yes, it does
  B. No, it does not
  B. No, it does not

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  Explanation

  https://www.inogic.com/blog/2018/02/exploring-the-unsubscribe-survey-option-in-voice-of-customer-in-dynamics-365-crm/

• Question 93:

  HOTSPOT

  You work for a healthcare company that does not use Azure Active Directory

  You need to escalate conversations to a live agent without using custom code when a customer discusses personal health information.

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

  NOTE: Each correct selection is worth one point.

  

  

• Question 94:

  A company uses Dynamics 365 Customer Service.

  Agents note that when a customer calls, they are unable to view all activities associated with the customer and the customer's company.

  Agents must be able to view tasks, appointments, phone calls, emails, notes, and system and user posts.

  You create a model-driven app to display the information.

  You need to configure the model-driven app main form.

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

  NOTE: Each correct selection is worth one point.

  A. Set the Regarding column to the Account table.
  B. Use a Timeline control.
  C. Set the Regarding column to the Contact table.
  D. Use a Quick view control.
  E. Use a card form.
  B. Use a Timeline control.
  E. Use a card form.

• Question 95:

  DRAG DROP

  A service manager discovers a high number of cases in the agent queues. Cases are created manually but can be reassigned using a workflow or custom API.

  The manager needs to know whether cases are getting duplicated because of simultaneous case creation or simultaneous case assignment.

  You need to identify the number of cases that are created in each scenario.

  How many cases are created? To answer, drag the appropriate cases created options to the correct simultaneous actions. Each cases created option 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:

  

  

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  https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases

• Question 96:

  A company implements Customer Service

  You enable Customer Service historical analytics.

  You need to identify which feature is enabled automatically when Customer Service historical analytics is enabled.

  Which feature should you identify?

  A. Real-time customer sentiment
  B. Forecasting
  C. Al topic clustering
  D. Al suggestions
  A. Real-time customer sentiment

• Question 97:

  You send surveys to customers who have opened cases within the past month.

  You need to send a summary of the survey results to individuals who do not have a Dynamics 365 license.

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

  NOTE: Each correct selection is worth one point.

  A. Run the summary report. Export the report to Microsoft Excel. Send the Excel file to the users.
  B. Run the survey summary report. Send a link to the report from within Dynamics 365.
  C. Create a dashboard of the survey summary reports and share the dashboards with the users.
  D. Create a view with the data, and then email a link.
  E. Run the survey summary report. Print the report to a PDF file. Send the PDF file to the users.
  A. Run the summary report. Export the report to Microsoft Excel. Send the Excel file to the users.
  E. Run the survey summary report. Print the report to a PDF file. Send the PDF file to the users.

• Question 98:

  HOTSPOT

  You need to configure OmniChannel to route correctly. Which options should you use? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  

  

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  Box 1: Two

  You must create two types of Omnichannel queues: regular and escalated.

  Box 2: Add a routing rule for a push on owner assignment in Omnichannel Tickets assigned to a representative must be automatically placed in that representative's queue.

  A customer initiates a conversation from the portal, and the conversation reaches the Omnichannel system. Now, based on the routing rules condition defined in the routing system, it starts routing the conversation to the appropriate queues. When the conversation reaches to the queues, the work assignment system assigns the conversation based on triggers.

• Question 99:

  You are using Dynamics 365 Customer Service to create and activate entitlements.

  Customer service representatives state that the entitlement status is set to Waiting, and they cannot use the entitlement. You must ensure customer service representatives can use the entitlement.

  You need to identify the entitlement issue.

  What is the cause of the issue?

  A. The Products or Contact field values have not been configured before activation.
  B. The start date of the entitlement is in the future.
  C. The entitlement has expired and is awaiting renewal.
  D. The end date of the entitlement has been incorrectly configured to a date that has already passed.
  B. The start date of the entitlement is in the future.

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  Explanation

  If the start and end date of the entitlement fall in the future, the status of the entitlement is set to Waiting. On the start date, the status automatically changes to Active. If the end date is in the past, the entitlement is set to Expired.

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

• Question 100:

  DRAG DROP

  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? 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: