Microsoft MB-230 Online Practice Questions and Exam Preparation

Microsoft MB-230 Online Questions & Answers

• Question 211:

  A company is implementing Omnichannel for Dynamics 365 Customer Service. The company's requirements are:

  1. Live chat must be available through Omnichannel for cases only.

  2. High-priority cases must automatically be sent to the next available agent.

  3. Lower-priority cases must wait to be picked up by an agent

  4. All work must be distributed evenly with no other conditions.

  You need to select the setup that meets the requirements.

  Which setup should you select?

  A. one workstream and one routing rule
  B. one workstream and two routing rules
  C. two workstreams and two routing rules per workstream
  D. two workstreams and one routing rule per workstream
  B. one workstream and two routing rules

• Question 212:

  DRAG DROP

  You need to build a personal dashboard that displays the following charts and views:

  Charts:

  1. Number of cases by owner and priority

  2. Products with most cases opened

  Views:

  1. Display the number of cases opened in a seven-day period

  2. Display the number of escalated cases

  Which four 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:

  

  

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  https://docs.microsoft.com/en-us/powerapps/user/track-your-progress-with-dashboard-and-charts

• Question 213:

  You are a Dynamics 365 Customer Service administrator. Emails are automatically converted to cases.

  Users report that emails are no longer being converted to cases.

  What is the possible cause?

  A. The Dynamics Flow process is not running.
  B. Your user ID does not have permission to run the process effectively.
  C. The workflow process has been deactivated.
  D. The solution has not been published.
  C. The workflow process has been deactivated.

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  Explanation

  When a case creation rule is activated, a corresponding workflow is created automatically. If you create or assign a rule, you must have permissions to perform the same action on workflows. The case creation rule is applied and a case is created in context to the permissions that the owner of the case creation rule has.

  Note: A workflow can only be activated or deactivated by the workflow owner or by someone with the Act on Behalf of Another User privilege such as the system administrator.

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

• Question 214:

  HOTSPOT

  A company has satellite offices that service local areas.

  Each office must have full control over its own resources.

  You need to configure the organizational units to reflect the satellite office structure.

  Which entities should you use to relate to the organizational units? To answer, select the appropriate options in the answer area.

  

  

• Question 215:

  A company has the following business units:

  1. Call center

  2. Customer service

  3. Digital response

  4. Escalation

  The security roles have not been modified. The customer service business unit is the parent of all other business units. Each business unit has its own queues. Customer service cases are routed to the appropriate individuals by using the queues.

  You need to ensure that a specific user within the customer service business unit can read all queues within the parent and child business units.

  Which security role should you assign to the user?

  A. Customer service manager
  B. Scheduler
  C. Customer service representative
  D. System customizer
  A. Customer service manager

• Question 216:

  You need to add SLA timers to the Case form.

  Which two options should you configure? Each correct answer presents part of the solution.

  NOTE: Each correct selection is worth one point.

  Case Study Title (Case Study):

  A. Create Quick View Form in SLA KPI Instance entity.
  B. Create SLA KPI Instance entity.
  C. Create field in case entity with lookup to SLA KPI Instance.
  D. Create Quick View Form in Case entity with reference to the SLA KPI Instance entity.
  E. Insert subgrid from the SLA KPI Instance entity into the Case Main form.
  A. Create Quick View Form in SLA KPI Instance entity.
  E. Insert subgrid from the SLA KPI Instance entity into the Case Main form.

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  Explanation

  https://docs.microsoft.com/en-us/dynamics365/customer-service/add-timer-control-case-form-track-time-against-sla

• Question 217:

  DRAG DROP

  An organization uses Dynamics 365 Customer Service. The customer service queue is not implemented.

  Customer service representatives (CSRs) are unable to keep up with an influx of email inquiries. Other employees must read and respond to messages that are routed to a customer service queue.

  You need to create a queue for customer service emails.

  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:

  

  

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  Description automatically generated with medium confidence

  Create a queue in Customer Service app To create or edit a queue Go to Settings > Service Management.

  Select Queues. (Step 1)

  To create a new queue, select New. (Step 2) Fill in the details.

  Select Save.

  Step 3: Change the queue type to Public

  Other employees must read and respond to messages that are routed to a customer service queue.

  In Customer Service, you can create two types of queues:

  Public queues: Create to let everyone in the organization view the queue and all of its items.

  Private queues: Create with limited set of members to help those members easily view the queue items in that queue. Private queues streamline queue items for the members of that queue only and help to remove clutter from other user's views.

• Question 218:

  You need to configure the system to meet the three-day and seven-day timeframes.

  What should you configure?

  A. Entitlement conditions
  B. Workflows
  C. Power Automate
  D. Service Level Agreement conditions
  D. Service Level Agreement conditions

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  Explanation

  Cases that come in as phone calls must be resolved with seven business days. Cases that come in as emails must be resolved within three business days.

  Note: Service-level agreements (SLAs) enable businesses to track support policies and ensure customers are being supported per the support policy to which they are entitled. Businesses use SLAs to govern support products that customers either receive as part of their purchase or add on to their purchase. SLAs include policy details such as how quickly a customer is entitled to receive support, how many support requests a customer can make, and how long after purchases a customer can be supported as part of the agreement.

  Note 2: Create SLAs to define conditions and actions that are applicable when an SLA is applied to an entity. The following steps are involved in creating the SLA:

  Create an SLA.

  Create an SLA item.

  Configure actions for the SLA item.

  Activate the SLA.

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

  agreements

• Question 219:

  HOTSPOT

  A company that manufactures industrial heating, ventilation, and air conditioning units (HVAC) implements Dynamics 365 Customer Service.

  Following each installation, customers must be surveyed about their satisfaction of the installation and the conduct of the installers.

  You need to recommend the appropriate question types.

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

  NOTE: Each correct selection is worth one point.

  

  

• Question 220:

  A customer's entitlement is not available to assign to a case.

  You need to determine the cause of the customer's issue.

  What are two possible reasons for the issue? Each correct answer presents a complete solution.

  NOTE: Each correct selection is worth one point.

  A. The entitlement is active
  B. The entitlement is in waiting status
  C. The entitlement is expired
  D. The entitlement was renewed
  E. The entitlement is set as the default
  B. The entitlement is in waiting status
  C. The entitlement is expired

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  Explanation

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