Microsoft MB-230 Online Practice Questions and Exam Preparation

Microsoft MB-230 Online Questions & Answers

• Question 181:

  You manage a Dynamics 365 Customer Service environment. You implement cases to handle customer issues. A case-routing rule is configured to route all cases to the appropriate queues based on defined criteria.

  A customer service representative verifies that user-created cases are not automatically routing. Similar cases created by using inbound emails are automatically routing to queues.

  You need to identify the routing issue for user-created cases.

  What is the issue?

  A. Case routing rules do not automatically apply to manually created cases.
  B. The queue for this case is not set up or is inactive.
  C. The routing rule is not set up to handle the defined routing of cases created by phone.
  D. The routing rule to handle cases created by phone is inactive.
  C. The routing rule is not set up to handle the defined routing of cases created by phone.

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  Explanation

  Routing rules define how conversations are routed to different queues. Each routing rule has a condition and a destination queue. If the rule condition is evaluated as True, then the conversation is routed to the destination queue.

  With unified routing, you can route any activity in Dynamics 365 Customer Service. Emails are one such example of the activity type that you can turn into work items and add them to queues for agents to work on.

  https://learn.microsoft.com/en-us/dynamics365/customer-service/routing-rules

  https://learn.microsoft.com/en-us/dynamics365/customer-service/configure-routing-for-email-records

• Question 182:

  You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer.

  You need to create a customer service satisfaction survey and embed it on a website.

  Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

  A. Copy the portal web link and paste it into your website.
  B. Copy the URL from the Anonymous link field and paste it into your website.
  C. On the Voice of the Customer survey, select Run in iFrame.
  D. Copy the HTML code from the iFrame URL field and paste it on your website.
  C. On the Voice of the Customer survey, select Run in iFrame.
  D. Copy the HTML code from the iFrame URL field and paste it on your website.

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  Explanation

  References:

  https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/distribute-survey

• Question 183:

  DRAG DROP

  A company uses Dynamics 365 Customer Service.

  Customer service agents must be able to connect individual cases to a Microsoft Teams channel, to enhance productivity and collaboration.

  You need to enable this capability for the customer service agents.

  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 the correct order.

  Select and Place:

  

  

• Question 184:

  A company has used Dynamics 365 Customer Service with Omni channel for more than a year.

  The company has experienced several product recalls over the last three months. Customer agents must follow standardized answers, approved by the legal department, to respond to customer questions that are sent in from chats, texts, and phone conversations.

  You need to configure the system.

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

  NOTE: Each correct selection is worth one point.

  A. Enable the productivity panel.
  B. Install the Productivity Tools app from App Source.
  C. Create a macro.
  D. Create an agent script.
  A. Enable the productivity panel.
  D. Create an agent script.

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  Explanation

  Agent scripts are available within the Productivity pane in the Customer Service workspace and Omnichannel for the Customer Service app.

  Agent scripts contains series of steps that will guide the agents while working, helping them to be more efficient.

  From the Agent Script session in the productivity panel, you can see several agent script steps.

  https://learn.microsoft.com/en-us/power-automate/desktop-flows/dynamics365-cs-rpa

• Question 185:

  HOTSPOT

  You need to configure the system to meet the requirements for external access and the portal.

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

  NOTE: Each correct selection is worth one point.

  

  

• Question 186:

  You work in customer support at you company.

  You have been tasked with generating the entitlements for your clients in Dynamics 365 for Customer Service.

  Which of the following actions should you take?

  A. You should configure business rules.
  B. You should configure a business process flow.
  C. You should configure entitlement channels.
  D. You should configure routing rules.
  C. You should configure entitlement channels.

• Question 187:

  DRAG DROP

  Your company uses Dynamics 365 Customer Service.

  The company wants to send a customer survey to each customer when a case is closed. The survey must include the following:

  1. An area with a list of questions that rate the answers as poor, average, or great.

  2. A question that rates whether the customer would recommend your company to others.

  The company wants to exclude symbols from any of the question types.

  You need to configure the question types.

  Which question type should you use? To answer, drag the appropriate question type to the correct requirement. Each question 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 188:

  You are customizing an Omnichannel for Customer Service implementation.

  You need to configure the escalation process to a human agent.

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

  NOTE: Each correct selection is worth one point.

  A. In the Power Virtual Agent topic, add the Transfer to agent node.
  B. Add a context variable in Power Virtual Agents to escalate the conversation.
  C. Select a context variable in Omnichannel and update the information from Power Virtual Agents.
  D. Add a bot user to the Omnichannel queue.
  E. Set the operating hours to escalate a conversation.
  A. In the Power Virtual Agent topic, add the Transfer to agent node.
  B. Add a context variable in Power Virtual Agents to escalate the conversation.
  D. Add a bot user to the Omnichannel queue.

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  Explanation

  https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent

• Question 189:

  A company manufactures installs, and maintains residential water filtration systems. The company implements Dynamics 365 Customer Service.

  Installation technicians call support technicians when they encounter issues during system installations.

  You must create step-by-step documentation for the support technicians.

  Which two fields must you include? Each correct answer presents part of the solution.

  NOTE: Each coned selection is worth one point.

  A. Owner
  B. Description
  C. Language
  D. Agent script
  B. Description
  D. Agent script

• Question 190:

  HOTSPOT

  You are customizing an Omnichannel for Customer Service implementation.

  Customers take a pre-chat survey on a chat widget on the portal. Customers are required to accept the portal's privacy policy before they can take the survey.

  A call center manager wants to auto pick account or contact information for customer service agents based on the survey.

  You need to configure the pre-chat survey question field to meet the requirements.

  Which option should you select for each pre-chat survey question field? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.