Microsoft MB-230 Online Practice Questions and Exam Preparation

Microsoft MB-230 Online Questions & Answers

• Question 191:

  You need to add the French language as a new skill.

  Where should you add the language?

  A. in Resource Requirement
  B. in Bookable Resource Type
  C. in Rating Value
  D. in Bookable Resource Characteristic Type
  D. in Bookable Resource Characteristic Type

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• Question 192:

  DRAG DROP

  You are an Omnichannel supervisor for a company.

  The company wants to deploy an Omnichannel Insights dashboard.

  You need to set up and monitor KPIs.

  In which section is each KPI located? To answer, drag the appropriate sections to the correct KPIs. Each section may be used once, more than once, of 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:

  

  

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  https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-insights-dashboard

• Question 193:

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

  You have been given the task of managing several lists of cases.

  You want to create a list of cases that are open for a month.

  Which of the following actions should you take?

  A. You should create a system view.
  B. You should create a public view.
  C. You should create a personal view.
  D. You should create a shared view.
  C. You should create a personal view.

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  Explanation

  https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/customize/create-edit-views

• Question 194:

  You are employed as an administrator for your company's Dynamics 365 for Customer Service implementation.

  Your company has several business process flows for managing contracts.

  You want to specify the default process flow.

  You configure the steps of the business process flows.

  Does the action achieve your objective?

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

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  Explanation

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

• Question 195:

  HOTSPOT

  A client plans to implement a case resolution process.

  Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  

  

• Question 196:

  You need to implement a solution to provide the technician's utilization.

  Which solution should you use?

  A. Use default schedule board with filters.
  B. Use custom web resources.
  C. Change the board view settings.
  D. Create multiple schedule board tabs.
  D. Create multiple schedule board tabs.

• Question 197:

  DRAG DROP

  A company has a Customer Service deployment.

  The company plans to provide instructions for customer service agents.

  You need to apply the security roles for agents to configure and access agent scripts.

  Which security roles should you use? To answer, move the appropriate security roles to the correct requirements. You may use each security role once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.

  NOTE: Each correct selection is worth one point.

  Select and Place:

  

  

• Question 198:

  A company that owns hundreds of subsidiaries uses Dynamics 365 Customer Service. Each subsidiary has its own business models and serves different industries.

  You configure Connected Customer Service for Azure IoT Central.

  For which three use cases should you use Connected Customer Service? Each correct answer presents a complete solution.

  NOTE: Each correct selection is worth one point.

  A. Create work orders to replace IoT-enabled traffic lights when the light bulb fails.
  B. Create cases to update entitlements support terms for IoT devices when customers reach the end of their entitlement term.
  C. Create cases to moderate social media when users leave poor ratings about an IoT sensor.
  D. Create cases to ship new medication when an IoT sensor reports that the temperature of the medication's packing material has exceeded its usable threshold.
  E. Create work orders to repair IoT-enabled fiber optic connection boxes when a connection cannot be established for a week.
  A. Create work orders to replace IoT-enabled traffic lights when the light bulb fails.
  D. Create cases to ship new medication when an IoT sensor reports that the temperature of the medication's packing material has exceeded its usable threshold.
  E. Create work orders to repair IoT-enabled fiber optic connection boxes when a connection cannot be established for a week.

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  Explanation

  Connected Customer Service can create cases or work orders triggered from device anomalies.

  Incorrect:

  Not B, not C: No input from an IoT device is required.

  https://learn.microsoft.com/en-us/dynamics365/customer-service/cs-iot-overview

• Question 199:

  A customer service manager wants to find out how agents describe the reasons that customers call in for support. The manager also wants topics to be automated.

  You need to ensure that the manager's requirements are met.

  What should you configure?

  A. Case age for data mapping and automation of topic by using Power Virtual Agents.
  B. Last interaction for data mapping and automation of topic by using a bot.
  C. Last interaction for data mapping and automation of topic by using Power Virtual Agents.
  D. Case title for data mapping and automation of topic by using a bot.
  D. Case title for data mapping and automation of topic by using a bot.

• Question 200:

  HOTSPOT

  You view the interactive dashboard in the Microsoft Dynamics 365 Customer Service Hub.

  

  Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic.

  NOTE: Each correct selection is worth one point.