Microsoft MB-230 Online Practice Questions and Exam Preparation

Microsoft MB-230 Online Questions & Answers

• Question 141:

  DRAG DROP

  You need to select the steps to create a new macro that will automate opening a new case creation form.

  Which four actions should you recommend be performed 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 142:

  A company uses Dynamics 365 Customer Service.

  Telemetry on agent case resolution time reveals that agents spend 20 minutes on average resolving cases. Analysis determines that resolution duration is increased because agents are often required to view and modify data on the related account.

  The company requires a solution that allows agents to enter data in a single screen and edit multiple records without navigating to each record.

  You need to create the solution.

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

  NOTE: Each correct selection is worth one point

  A. Configure the editable grid of the case view to include account details.
  B. Add an editable grid control to the case view.
  C. Configure the Nested grid view.
  D. Add an editable grid of the account on the case form.
  D. Add an editable grid of the account on the case form.

• Question 143:

  You need to configure the system to involve managers when needed.

  What should you configure?

  A. Routing rules
  B. Sentiment analysis
  C. Workstream
  D. Customer Service Insights
  B. Sentiment analysis

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  Explanation

  Specific representatives require a Dynamics 365 Customer Service workspace to perform the following activities: * The system must notify supervisors when customers in a live session express negative feedback about a service or product.

  * Etc.

  Analyze real-time customer sentiment

  Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels.

  This feature is intended to help customer service managers or supervisors enhance their team's performance and improve customer satisfaction.

  https://learn.microsoft.com/en-us/dynamics365/customer-service/enable-sentiment-analysis

• Question 144:

  HOTSPOT

  You need to configure the correct settings.

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

  NOTE: Each correct selection is worth one point.

  

  

• Question 145:

  You are a Dynamics 365 system administrator.

  The customer service desk needs to be able to apply service level agreements (SLAs) on demand to customers that do not have SLAs.

  You need to determine how SLAs on demand can be assigned.

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

  NOTE: Each correct selection is worth one point.

  A. Use an existing customer SLA and change the conditions after assigning the SLA to the customer record.
  B. Create a new SLA for each case that does not have a customer SLA.
  C. Go into the SLA configuration and assign it to a customer.
  D. Automatically apply SLAs to records based on business logic.
  E. Assign SLAs manually to records.
  D. Automatically apply SLAs to records based on business logic.
  E. Assign SLAs manually to records.

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  Explanation

  https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements#apply-slas-on-demand

• Question 146:

  DRAG DROP

  You work for a company that installs residential security systems. The company uses Dynamics 365 Customer Service. The company wants to monitor all its installed devices.

  The company plans to deploy Connected Customer Service. The deployment must include the following:

  1. Provide a place for messages to flow back and forth for IoT messages to the IoT hub.

  2. Automate a way to check for messages and open a case when an error is detected.

  3. Provide a place for the back end to securely connect virtually with the customers' alarms.

  You need to choose which feature to configure to ensure the Connected Customer Service works correctly.

  Which feature should you use? To answer, drag the appropriate features to the correct options. Each feature 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 147:

  A company uses Dynamics 365 Customer Service. The manufacturing company has several locations and 10 repair technicians

  The company is implementing scheduling.

  The company must ensure that the correct repair technicians with the correct tools go to the facility closest to them.

  You need to identify the valid resources.

  Which two options are valid resources? Each correct answer presents a complete solution NOTE: Each correct selection is worth one point.

  A. Contact
  B. Record
  C. Case
  D. Activity
  E. Equipment
  A. Contact
  E. Equipment

• Question 148:

  Your company uses Dynamics 365 Customer Service. You create the following support offerings. Customers must choose one of the three offerings.

  1. Email only

  2. Phone only

  3. Half phone and half email

  You allocate 50 cases to each support offering.

  You need to create the entitlement with terms that adhere to the support offerings.

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

  NOTE: Each correct selection is worth one point.

  A. Create one entitlement template that includes the three different terms. Apply the template to the customer, and then remove the terms that do not apply.
  B. Create a new entitlement for each new support offering for the customer, with terms equal to 25 phone calls and 25 emails.
  C. Create a new entitlement for each new support offering for the customer, with terms equal to 50 phone calls and 50 emails.
  D. Create different entitlement templates for each set of terms. Apply the appropriate template to the customer.
  E. Create three entitlement templates with terms for 50 calls and 50 emails. Apply the template to the customers as they sign the support offering.
  C. Create a new entitlement for each new support offering for the customer, with terms equal to 50 phone calls and 50 emails.
  E. Create three entitlement templates with terms for 50 calls and 50 emails. Apply the template to the customers as they sign the support offering.

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  Explanation

  Note: Quickly create other entitlements prefilled with the basic information like the start and end date, service level agreement (SLA), allocation type, and total term by using an entitlement template in Dynamics 365 Customer Service. For example, create a template for a standard entitlement, and then apply this template for every standard customer in your organization.

  Template information include:

  Total Term: Specify the total amount of support the customer is entitled to with respect to the allocation type. For example, if the allocation type is number of cases and you specify 100 in Total term, then the customer is entitled to support up to 100 cases.

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

  https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entitlements-templates

• Question 149:

  HOTSPOT

  A company uses Dynamics 365 Customer Service to provide product support to customers. Only employees are included in the company's Azure Active Directory. You need to configure the system to meet the following requirements. You must minimize the effort required to complete any required configuration tasks.

  Create a website for external customers to open support tickets and see the status of open issues.

  Ensure that customers are set up to use this website.

  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: Create a portal by using the Customer self-service template Create a website for external customers to open support tickets and see the status of open issues.

  The Customer portal is a Power Apps portals template that lets companies create an externally facing business-to-business (B2B) website for scenarios that are related to sales order processing.

  Customer self-service portal: A customer self-service portal enables customers to access self-service knowledge, support resources, view the progress of their cases, and provide feedback.

  Its powerful self-service functionality guides customers to the answers they seek without human intervention or by connecting them to your most qualified agent for the task if the issue can't be resolved client-side autonomously.

  Box 2: Ensure that all customers have an account record. Ensure that customers are set up to use this website.

  Note: Using the standard functionality, if I login to the Customer Service Portal I can create a new case linked either to myself as a Contact or to my related company as an Account (assuming that the Account is specificed on my contact record in Dynamics 365 CE).

• Question 150:

  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.

  You are configuring a business process flow for a case entity.

  All cases must be flagged for review.

  You need to complete configuration of the business process flow.

  Solution: Set the input parameter type as Option set for the action.

  Does the solution meet the goal?

  A. Yes
  B. No
  B. No