Microsoft MB-230 Online Practice Questions and Exam Preparation

Microsoft MB-230 Online Questions & Answers

• Question 231:

  HOTSPOT

  You need to configure each escalation scenario.

  Which configuration should you use for each scenario? 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/customer-service/configure-bot-virtual-agent

• Question 232:

  You need to enable relevance search for the custom entity.

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

  NOTE: Each correct selection is worth one point.

  Case Study Title (Case Study):

  A. Add Quick Find to the case form.
  B. Add custom entities to Configure Relevance Search in Customizations and Entities.
  C. Add Knowledge Base Search control to the forms case.
  D. Enable Relevance Search in System Settings.
  B. Add custom entities to Configure Relevance Search in Customizations and Entities.

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  Explanation

  https://carldesouza.com/how-to-use-relevance-search-in-dynamics-365/

• Question 233:

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

  You need to identify and eliminate duplicate cases.

  What should you do?

  A. Configure Dynamics 365 AI for Customer Service
  B. Use business rules
  C. Merge cases
  D. Use parent-child case relationships
  B. Use business rules

• Question 234:

  DRAG DROP

  You are a Dynamics 365 for Customer Service administrator. You are using Voice of the Customer and are reviewing survey

  A survey responder marked 10 percent for overall satisfaction.

  You need to ask additional questions based on the response.

  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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  References:

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

• Question 235:

  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: Modify the historical analytics report to display to the users.

  Does the solution meet the goal?

  A. Yes
  B. No
  B. No

• Question 236:

  HOTSPOT

  You are a Dynamics 365 Customer Service administrator.

  You need to categorize activities and cases by using queues.

  How should you categorize each record? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  

  

• Question 237:

  Your company makes use of Dynamics 365 for Customer Service.

  You need to assign a case in the queue that is currently routed to you to a different user because you have booked time off work.

  You delete the case.

  Does the action achieve your objective?

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

• Question 238:

  DRAG DROP

  You are a Dynamics 365 system administrator.

  Your customer service team must define goal metrics to track and measure all resolved cases.

  You need to create a goal metric with a rollup field.

  In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.

  Select and Place:

  

  

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  References:

  https://docs.microsoft.com/en-us/dynamics365/customer-engagement/sales-enterprise/create-edit-goal-metric

• Question 239:

  You need to search for answers to customer claims.

  Which type of search should you perform?

  Case Study Title (Case Study):

  A. Timeline
  B. Quick Find
  C. Related
  D. Detail
  E. Case Relationships
  C. Related

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  Explanation

  https://docs.microsoft.com/en-us/dynamics365/customer-service/search-knowledge-articles-csh#knowledge-base-search-control

• Question 240:

  Your company makes use of Dynamics 365 for Customer Service.

  You need to assign a case in the queue that is currently routed to you to a different user because you have booked time off work.

  You release the case.

  Does the action achieve your objective?

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