Microsoft MB-230 Online Practice Questions and Exam Preparation

Microsoft MB-230 Online Questions & Answers

• Question 101:

  A trucking company uses a custom table named Leased Truck in Dynamics 365 Customer Service to capture leasing details. The company is implementing Connected Customer Service for Azure IoT Hub to track the leased trucks. You need to configure the custom table Leased Truck for IoT integration.

  Which two methods achieve the goal? Each correct answer presents a complete solution.

  NOTE: Each correct selection is worth one point.

  A. Set the relationship in the Power Platform admin center.
  B. Create a one-to-many relationship from the Leased Truck table to the loT Alert table.
  C. Call the loT - Register Custom Entity action to associate a Leased Truck record with an existing loT device.
  D. Enable connections to the Leased Truck table.
  C. Call the loT - Register Custom Entity action to associate a Leased Truck record with an existing loT device.
  D. Enable connections to the Leased Truck table.

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  Explanation

  IOT enabling an entity type

  Dynamics 365 entities can be associated to IoT entities so that within Dynamics 365 they can participate in IoT-related business processes and analyses. There are two methods of "IoT enabling" a Dynamics 365 entity; you can:

  * (D) Programmatically form an association through the standard Dynamics 365 Connection entities capability. You can alternatively accomplish this same association through the administration UI; for more information, see Create connections to view relationships between records.

  * (C) Call the IoT ?Register Custom Entity action to associate an entity with an existing or new IoT Device.

  https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-extend-connected-customer-service-solutions

• Question 102:

  HOTSPOT

  You are implementing Omnichannel for Customer Service for a hospital.

  Each customer service agent has a chat capacity of 200.

  The implementation requirements are as follows:

  1. Each agent can take no more than two chats at a time.

  2. A new conversation must auto assign to an available agent.

  3. You need to select the conversation options to meet the requirements.

  Which options should you configure?

  

  

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  https://docs.microsoft.com/en-us/dynamics365/customer-service/unified-routing-work-distribution

• Question 103:

  Your organization plans to use Microsoft Power BI to access and analyze data in Dynamics 365 for Customer Service.

  You need to configure a Power BI connection to a Dynamics 365 organization named Contoso.

  Which service URL should you use?

  A. https://contoso.crm.dynamics.com
  B. https://disco.crm.dynamics.com/xrmservices/2011/discovery.svc
  C. https://contoso.api.crm.dynamics.com/xrmservices/2011/organization.svc
  D. https://disco.crm.dynamics.com/api/discovery/v9.1
  A. https://contoso.crm.dynamics.com

• Question 104:

  You need to configure the portal for external customers.

  What should you do?

  A. Add table permissions to a web role.
  B. Ensure the model-driven app is shared with all customers.
  C. Ensure all customers have an Active Directory account.
  D. Ensure all contact records are configured for portal use.
  D. Ensure all contact records are configured for portal use.

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  Explanation

  In the out-of-box implementation, there is no way for users to self-register for websites that are created by using the Customer portal. To sign in and use a website, users must be invited by the admin. Microsoft has intentionally blocked the ability of users to self-register.

  Before a user can use a website, a contact record must be created for that user. This record indicates which customer account and legal entity the user belongs to. This information is essential for ensuring that the user can create and view sales orders.

  https://learn.microsoft.com/en-us/dynamics365/supply-chain/sales-marketing/customer-portal-user-admin

• Question 105:

  DRAG DROP

  You ate creating agent scripts in Dynamics 365 Customer Service. You must add the following steps to the scripts:

  1. Use the greeting; Welcome to the company, how may we serve you today?

  2. Send details about a customer's account to the customer with one selection.

  3. Open another set of steps to follow.

  You need to configure the type of steps that are needed.

  Which type should you choose when configuring each step? To answer, drag the appropriate types to the correct steps. Each 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:

  

  

• Question 106:

  You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer.

  You must display the question: Have you used the product before? If the response is Yes, you must display additional questions concerning the product. If the answer is No, you must display a different set of questions concerning other products.

  You need to select a survey feature to use.

  Which survey feature should you use?

  A. Answer tag
  B. Response routing
  C. Piping
  D. List of ratings
  E. Basic
  B. Response routing

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  Explanation

  References:

  https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey#design-interactive-surveys-by-using-response-routing

• Question 107:

  HOTSPOT

  You use Dynamics 365 for Customer Service administrator.

  You plan to create Voice of the Customer surveys.

  You need to determine which survey question feature is needed to complete the design of the survey.

  Which survey features should you use? To answer, select the appropriate survey type in the dialog box in the answer area.

  NOTE: Each correct selection is worth one point.

  

  

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  References:

  https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advanced-survey

• Question 108:

  You make use of Dynamics 365 Customer Service. You have recently acquired Omnichannel for Customer Service.

  You want to make sure that the system automatically asks questions prior to the chat beginning.

  Which of the following actions should you take?

  A. You should configure a pre-conversation survey.
  B. You should configure Customer Voice.
  C. You should configure a Teams channel.
  D. You should configure an SMS channel.
  A. You should configure a pre-conversation survey.

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  Explanation

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

• Question 109:

  A company uses Dynamics 365 Customer Service.

  The company plans to enable in-app notifications to improve agent productivity.

  Agents must be notified 15 minutes prior to any scheduled customer calls.

  The agents can dismiss the notification if needed.

  You need to enable the notification.

  Which notification type should you use?

  A. SMS
  B. alert
  C. missed
  D. toast
  D. toast

• Question 110:

  DRAG DROP

  You are customizing a Dynamics 365 Customer Service implementation for a call center.

  The call center wants to enable SMS as a channel for the customer service department.

  You need to complete the SMS channel configuration.

  Which account information should you use for each provider? To answer, drag the appropriate types of account information to the correct SMS channel provider. Each type of account information 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/configure-sms-channel-twilio

  https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel