Microsoft MB-230 Online Practice Questions and Exam Preparation

Microsoft MB-230 Online Questions & Answers

• Question 111:

  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 number of similar cases that the suggested contacts have resolved.

  Does the solution meet the goal?

  A. Yes
  B. No
  A. Yes

• Question 112:

  HOTSPOT

  You configure Dynamics 365 Customer Service. Managers require a custom dashboard with the following:

  1. A list of customers who have the most cases open.

  2. A list of customers who have the most missed service-level agreements (SLAs) sorted by contact.

  3. A list of top call takers for the week.

  4. A list of the cases that took the most amount of time to resolve.

  The custom dashboard must be available for all users to use.

  You need to configure the system.

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

  NOTE: Each correct selection is worth one point.

  

  

• Question 113:

  You are using Dynamics 365 Customer Service.

  You need to ensure that customers request support by using email, phone or web, based on their signed contracts with your company.

  What should you do?

  A. Configure entitlement channels.
  B. Create an entity for each channel and configure the relationship with the entitlement.
  C. Create queues for each channel.
  D. Configure routing rules.
  A. Configure entitlement channels.

  ---

  Explanation

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

• Question 114:

  An electrical engineering company is implementing Dynamics 365 Customer Service.

  Engineers schedule work in one-hour blocks.

  Engineers who complete a job before the end of the one-hour block must not be able to start a new job in that some block.

  Engineers who require part of an additional one-hour block to complete a job must not be able to start a new job in that additional block.

  You need to configure the fulfillment preference to meet the requirements.

  Proposed solution: Create a timegroup with the preference setting of one hour.

  Does the solution meet the goal?

  A. Yes
  B. No
  B. No

  ---

  Explanation

  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.

  Instead: Proposed solution: Create a fulfillment record and set the interval to one hour.

  Note: 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.

  Intervals

  Intervals display schedule assistant results in neat time slots that dictate start time of subsequent bookings. When configured as 30-minute intervals, the schedule assistant will display a resource available at 9:27 AM as available at 9:30 AM and will book the start time (arrival time) for 9:30 AM. This includes travel time for onsite requirements and work orders, meaning travel time will begin before 9:30 AM, and a field resource will arrive and start work at 9:30 AM.

  https://docs.microsoft.com/en-us/dynamics365/field-service/set-up-time-groups

• Question 115:

  DRAG DROP

  A company implements Dynamics 365 Customer Service.

  You are setting up scheduling to dispatch repair technicians. You encounter the following issues:

  1. You are unable to create a new organizational unit.

  2. Repair technicians are accidentally scheduled to work on days when company is on holiday.

  3. RepairTechnicianA does not appear on the schedule for Fridays for any issue.

  You need to resolve the issues.

  What should you modify to correct the issues? To answer, drag the appropriate resolutions to the correct issues. Each source 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 116:

  Your company makes use of Dynamics 365 for Customer Service. You are employed as a customer service manager.

  You want to make sure that a client only receives support for the products that they have procured.

  To which of the following should you add the products?

  What should you do?

  A. The business rule
  B. The case
  C. The client's entitlement
  D. The client's profile
  C. The client's entitlement

• Question 117:

  HOTSPOT

  You need to configure the survey.

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

  NOTE: Each correct selection is worth one point.

  

  

• Question 118:

  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 set the Allow unsubscribe setting to Yes.

  Does the action achieve your objective?

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

  ---

  Explanation

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

• Question 119:

  HOTSPOT

  A company uses Dynamics 365 Customer Service. The company installs Dynamics 365 Customer Service Insights.

  The company wants to use dashboards to report phone calls and emails to monitor the productivity of representatives.

  You need to perform the configuration.

  Which configuration should you use? To answer, select the appropriate configurations in the answer area.

  NOTE: Each correct selection is worth one point.

  

  

  ---

  Box 1: Go to the Dynamics 365 Customer Service URL and choose the Dynamics 365 Customer Service Insights dashboard.

  Customer Service Insights is now embedded in Dynamics 365 Customer Service. After it is enabled, this experience allows you to start seeing historical analytics directly within the Customer Service environment. Several reports and dashboards can be viewed by your management team.

  Box 2: Channel

• Question 120:

  You manage Dynamics 365 for Customer Service.

  You need to configure automatic case creation for emails received by customers who have a support contract.

  What should you do?

  A. Configure service level agreements to be on hold until a call can be made to the customer.
  B. Create an automatic record creation and update rule. Set the source type to email. Configure the rule to send automatic email responses to customers when records are created.
  C. Create an automatic record creation and update rule. Set the source type to service activity. Configure the rule to send automatic email responses to customers when records are created.
  D. Create an automatic record creation and update rule. Set the source type to email. If a valid entitlement exists, configure the rule to create a case.
  D. Create an automatic record creation and update rule. Set the source type to email. If a valid entitlement exists, configure the rule to create a case.