Microsoft MB-230 Online Practice Questions and Exam Preparation

Microsoft MB-230 Online Questions & Answers

• Question 121:

  You need to consider the underlined segment to establish whether it is accurate.

  The status reason for a Cancelled case status will read Researching.

  A. No adjustment required.
  B. Waiting for details
  C. Merged
  D. On hold
  C. Merged

• Question 122:

  DRAG DROP

  You are a Dynamics 365 for Customer Service system administrator.

  You need to create service-level agreements (SLAs) to meet company requirements.

  What SLA types should you use? To answer, drag the appropriate SLA types to the correct requirements. Each SLA 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:

  

  

  ---

  References:

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

• Question 123:

  You need to configure the system to notify managers about unhappy patients.

  What should you do?

  Case Study Title (Case Study):

  A. Configure Omnichannel Insights.
  B. Set a routing rule for escalations.
  C. Change the value of the Monitor real-time customer sentiment option to Yes.
  C. Change the value of the Monitor real-time customer sentiment option to Yes.

  ---

  Explanation

  https://docs.microsoft.com/en-us/dynamics365/customer-service/oc-monitor-real-time-customer-sentiment-sessions

• Question 124:

  HOTSPOT

  You are an Omnichannel supervisor for an inbound call center.

  The call center's customer service rating has decreased over the past few months.

  You need to enable analysis to view real-time customer sentiment.

  In which configuration area should you enable each requirement? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  

  

• Question 125:

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

  You have been tasked with detecting and removing duplicate cases.

  You decide to make use of parent-child case relationships to achieve your goal.

  Does the action achieve your objective?

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

• Question 126:

  Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.

  After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.

  A company uses Dynamics 365 Customer Service Hub.

  Customer service representatives must be able to perform a relevance search on name, phone number, email, and queue.

  A customer service representative is not able to perform a relevance search for emails.

  You need to ensure that the customer service representative can perform relevance searches for email addresses.

  Solution: Enable the customization to include Knowledge Management.

  Does the solution meet the goal?

  A. Yes
  B. No
  B. No

• Question 127:

  DRAG DROP

  Your company makes use of Dynamics 365 for Customer Service.

  You have been tasked with generating business process flows. You need to make use of the necessary entities.

  Which of the following options would you use? Answer by dragging the correct options from the list to the answer area.

  Select and Place:

  

  

  ---

  https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/customize/business-process-flows-overview

• Question 128:

  You are implementing Omnichannel for Customer Service. Agents need real-time recommendations for cases about warranty issues.

  You need to enable the appropriate productivity tool to meet the requirement.

  Which tool should you select?

  A. Agent script
  B. Smart assist
  C. Macros
  D. Quick replies
  B. Smart assist

• Question 129:

  HOTSPOT

  You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review.

  You approve some articles and revert some articles to draft status.

  For each action, what should you do next? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  

  

• Question 130:

  A company has a service level agreement (SLA) that they will get a call back from the call center within three business days.

  The call center regular hours are Monday through Friday 8:00 a.m.-11:00 p.m. Eastern time.

  The call center is closed on New Year's Day and the day after New Year's. New Year's Day is on a Thursday this year.

  The company calls for support on the Tuesday before New Year's Day at 8:00 a.m.

  You need to determine the call center's deadline for the SLA.

  When will the call center miss their SLA?

  A. The Monday after New Year's Day at 8:00 a.m. Eastern time
  B. The Friday after New Year's Day at 8:00 a.m. Eastern time
  C. The Tuesday after New Year's Day at 8:00 a.m. Eastern time
  D. The Saturday after New Year's Day at 8:00 a.m. Eastern time
  C. The Tuesday after New Year's Day at 8:00 a.m. Eastern time

  ---

  Explanation

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