Microsoft MB-230 Online Practice Questions and Exam Preparation

Microsoft MB-230 Online Questions & Answers

• Question 171:

  You are a Dynamics 365 Customer Service system administrator. You work with the Customer Service Hub application.

  You need to enable entities for service-level agreements (SLAs).

  For which entity can you enable SLAs?

  A. Contract
  B. Business unit
  C. KPIs
  D. Customer service schedule
  E. Holiday schedule
  F. Account
  F. Account

  ---

  Explanation

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

• Question 172:

  A company is implementing Omnichannel for Customer Service.

  The company separates agents into teams for billing, new product inquiries, support, and warranty. The new product team currently handles text messages, emails, and live chats from the company website.

  The company plans to release a new product. Before the new product launch, the company wants to add the ability to manage conversations coming in from Facebook and Twitter.

  You need to configure the system with the least amount of effort.

  What should you do?

  A. Create a new resource characteristic.
  B. Create a routing rule.
  C. Create a new work stream for each channel.
  D. Add the new channel to the existing work stream.
  D. Add the new channel to the existing work stream.

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  Explanation

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

• Question 173:

  DRAG DROP

  You are creating a macro in Dynamics 365 Customer Service to create automations.

  You must use the following predefined macro connectors:

  1. Open a new form to create a record.

  2. Open the new application tab in the same session.

  3. Link a record to the conversation.

  You need to configure the types of steps that are required.

  Which types of connectors should you choose? To answer, drag the appropriate connector types to the correct steps. Each connector 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 174:

  A company uses Dynamics 365 Customer Service. A client purchases a premium support package that allows six support incidents over two years.

  You need to set up support entitlement enforcement.

  Which three attributes should you configure? Each correct answer presents a part of the solution.

  NOTE: Each correct selection is worth one point.

  A. Specify the remaining item
  B. Specify the total term
  C. Specify the end date
  D. Set the Restrict based on entitlement terms value
  E. Specify the service-level agreement (SLA)
  B. Specify the total term
  C. Specify the end date
  D. Set the Restrict based on entitlement terms value

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  Explanation

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

• Question 175:

  HOTSPOT

  You need to configure entitlements for contracts.

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

  NOTE: Each correct selection is worth one point.

  

  

  ---

  Box 1: 25

  Customers must have contracts that allow them to call Lamna Healthcare 10 times a year for help.

  In addition to the 10 free calls, customers must be able to send 15 emails a year for support.

  If you want to restrict support through the phone channel to 80 hours and email to 20 hours, create individual entitlement channel records and add their total terms.

  Box 2: Entitlement Channel

  The Entitlement Channel section specifies the support channel through which the customer can reach the organization and seek support.

  Use this section to define the channels your customers are entitled to and track the customer support term for each channel. For example, you can add phone and email as the channels through which you'll offer support. If you want to restrict support through the phone channel to 80 hours and email to 20 hours, create individual entitlement channel records and add their total terms.

  Box 3: Auto-calculate

  The remaining term is auto-calculated and shows the total number of hours or cases remaining for the customer's entitlement.

• Question 176:

  You are an Omnichannel supervisor at a company. You install a dashboard in Power BI.

  You need to ensure that managers are able to access the intraday insights dashboard.

  What should you do?

  A. From the supervisor configuration, add all users to the intraday insights dashboard.
  B. From the agent configuration, promote the users to supervisors.
  C. From universal service desk, enable all dashboards.
  D. From the supervisor configuration, add the required users.
  E. From Power BI, share the dashboard with the entire organization.
  D. From the supervisor configuration, add the required users.

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  Explanation

  https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-intraday-dashboard-supervisor

• Question 177:

  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 has a Customer Service environment and implements historical analytics reports.

  Users report that they are not able to access the historical analytics reports.

  You need to ensure users can access the reports.

  Solution: Share the historical analytics report with the users.

  Does the solution meet the goal?

  A. Yes
  B. No
  A. Yes

• Question 178:

  DRAG DROP

  You create an IoT Central application to integrate with Dynamics 365 Customer Service Connected Customer Experience.

  You need to configure the application.

  Which features should you use? To answer, drag the appropriate features to the correct requirements. 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 179:

  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 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: Configure Dynamics 365 to automatically send responses to customers when the record is created.

  Does the solution meet the goal?

  A. Yes
  B. No
  B. No

• Question 180:

  HOTSPOT

  You need to configure the settings to handle customer claims.

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

  NOTE: Each correct selection is worth one point.