Microsoft MB-230 Online Practice Questions and Exam Preparation

Microsoft MB-230 Online Questions & Answers

• Question 161:

  DRAG DROP

  You are a customer service representative using Dynamics 365 Customer Service Hub.

  You need to link the knowledge base records that relate to cases and send articles to customers.

  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 them correct order.

  Select and Place:

  

  

• Question 162:

  You are implementing Omnichannel for Customer Service for a company.

  The company wants agents to serve customers through both the company's portal and Facebook page.

  You need to enable the appropriate channels.

  Which two channels should you enable? Each correct answer presents part of the solution.

  NOTE: Each correct selection is worth one point.

  A. SMS channels
  B. Chat
  C. Facebook
  D. WhatsApp
  E. Social channels
  B. Chat
  C. Facebook

  ---

  Explanation

  If you want to help your customers using live chat, you can use the Chat for Dynamics 365 Customer Service channel.

  Use the Facebook channel.

  Note: Social channels

  If you want to help your customers using social media, you can use the following social channels:

  1. Apple Messages for Business

  2. Facebook

  3. Google's Business Messages

  4. WhatsApp through Twilio

  5. Twitter

  6. WeChat

  7. LINE Reference:

  https://docs.microsoft.com/en-us/dynamics365/customer-service/channels

  https://docs.microsoft.com/en-us/dynamics365/customer-service/facebook

• Question 163:

  HOTSPOT

  A company that manufactures industrial heating, ventilation, and air conditioning (HVAC) equipment is implementing Dynamics 365 Connected Customer Service.

  The solution must meet the following requirements:

  Track and report changes in readings that come from the units.

  Send alerts when readings are outside of set tolerances Provide historical tracking of readings for trend analysis.

  Send firmware updates as needed.

  You need to configure the required component

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

  NOTE: Each correct selection is worth one point.

  

  

• Question 164:

  A company uses Dynamics 365 Customer Service.

  You are configuring the advanced similarity rules. You create a similarity rule on cases and put an exact match for the Modified On field in the Match Fields tab.

  You test the rule and discover that exact matches do not appear.

  You need to determine why the rule is not working.

  What are two possible reasons why the rule is not working? Each correct answer presents a complete solution.

  NOTE: Each correct selection is worth one point.

  A. A Power Automate flow was not created.
  B. The similarity rule is deactivated.
  C. The security role is not set to run the similarity rule.
  D. The similarity rule was not published.
  E. The Modified On field is not set to searchable in the customization of the case entity in the solution.
  B. The similarity rule is deactivated.
  E. The Modified On field is not set to searchable in the customization of the case entity in the solution.

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  Explanation

  https://docs.microsoft.com/en-us/dynamics365/customer-service/suggest-similar-cases-for-a-case

• Question 165:

  You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd.

  You need to automatically create cases from emails sent to the [email protected] email address.

  Solution: Create an automatic record creation and update rule. Set the Source type to Email, and then select the queue. Configure conditions for record creation.

  Does the solution meet the goal?

  A. Yes
  B. No
  A. Yes

  ---

  Explanation

  https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/automatically-create-case-from-email

• Question 166:

  DRAG DROP

  You manage a Dynamics 365 environment. No customizations have been made to fields.

  You need to determine the proper usage for status reasons for cases.

  Which status applies to each status reason? To answer, drag the appropriate statuses to the correct status reasons. Each status 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 167:

  Your company makes use of Dynamics 365 for Customer Service. You are employed as an administrator.

  You are required to configure an entitlement template for a standard support contract that allows for 40 hours of email support, as well as Phone as a premium service in allotments of 20 incidents.

  Which of the following is TRUE with regards to the entitlement channel?

  A. It should be set to Email only.
  B. It should be set to Phone only.
  C. It should be set to Email and Phone.
  D. It is an unnecessary setting.
  A. It should be set to Email only.

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  Explanation

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

• Question 168:

  HOTSPOT

  A company is evaluating Dynamics 365 Customer Service Insights.

  The company decides to use the sample data environment to expedite the evaluation process.

  You need to recommend a dashboard.

  Which dashboard should you recommend? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  

  

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  https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/dashboard-kpi-summary

  https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/dashboard-case-resolutions

• Question 169:

  A fitness company has several locations.

  The company implements Dynamics 365 Customer Service and uses it to schedule personal trainer sessions with customers.

  Customers report the following issues:

  1. Customers are assigned personal trainers who do not reside at the customer's location.

  2. Customers are assigned personal trainers during the trainers' non-working hours.

  You need to resolve the issues.

  Which two settings should you configure? Each correct answer presents a complete solution.

  NOTE: Each correct selection is worth one point.

  A. Customer Service Calendar
  B. resource skills
  C. Work Hours
  D. facility resources
  E. Fulfillment Preferences
  A. Customer Service Calendar
  C. Work Hours

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  Explanation

  https://docs.microsoft.com/en-us/dynamics365/customer-service/resources-service-scheduling

• Question 170:

  HOTSPOT

  You are a Dynamics 365 for Customer Service administrator. The organization has multiple business process flows for warranty management.

  You need to manage business process flows.

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

  NOTE: Each correct selection is worth one point.