Microsoft MB-230 Online Practice Questions and Exam Preparation

Microsoft MB-230 Online Questions & Answers

• Question 241:

  HOTSPOT

  You are implementing Dynamics 365 Customer Service Workspaces for your company's help desk without additional software. Help desk representatives must be able to open multiple sessions. The configuration has the following requirements:

  Ensure each helpdesk representative has the same user experience when togging into the application.

  Customer records must automatically open when a helpdesk representative opens a case.

  You need to configure the help desk settings.

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

  NOTE: Each correct selection is worth one point.

  

  

• Question 242:

  You are a Dynamics 365 for Customer Service manager.

  You are preparing to configure queues for the purpose of managing support. After assigning teams respectively to a queue, you need to decide on the type of queue you are going to create.

  You decide to create a Public queue.

  Does the action achieve your objective?

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

  ---

  Explanation

  https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queues-manage-activities-cases

• Question 243:

  DRAG DROP

  You need to set up the system for cases going to supervisors.

  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:

  

  

  ---

  Step 1: In Service Management, create a Routing Rule set.

  Scenario: If a case is open more than 30 days, the case must automatically be routed to the supervisor.

  Create routing rulesets to route cases.

  Use routing rules in Customer Service to route cases to the right agents at the right time without any manual intervention. You can also use routing rules to route cases that are escalated to specific queues.

  Step 2: Enter Name, Select Save, and select the plus sign to add a rule item On the General tab, in Routing Rule Set Information, Enter Name and Description for the routing ruleset.

  Select Save. The routing ruleset is saved, and the Rule Items section is displayed. In the Rule Items section, select the Add Rule Item button + to specify conditions for routing cases to a queue.

  Step 3: Add conditions

  Under Then Conditions, specify the queue to which the cases will be routed or the user or team to which the cases will be assigned if the conditions in the If Conditions section are met.

  Step 4: Save and activate.

  Select Save and Close.

  In the routing ruleset record, select Activate so that the ruleset is applied to the cases matching the conditions in the rule.

• Question 244:

  You are creating a translation for an existing Knowledge article in Dynamics 365 Customer Service.

  You need to configure the elements that support translation.

  Which two elements should you configure?

  Each correct answer presents part of the solution. Choose two. NOTE: Each correct selection is worth one point.

  A. feedback
  B. keywords
  C. subject
  D. content
  B. keywords
  D. content

• Question 245:

  You are creating a Power Virtual Agents chatbot to handle common customer inquiries.

  A manager reports that some inquiries are not routing to the appropriate customer service representatives. You observe that one node is inactive.

  You need to determine why the node is inactive.

  What should you use?

  A. Maker portal
  B. Supervisor dashboard
  C. Test bot pane
  D. Topic checker
  D. Topic checker

  ---

  Explanation

  https://docs.microsoft.com/en-us/power-virtual-agents/authoring-topic-management

• Question 246:

  HOTSPOT

  You need to select the feature for each parameter.

  Which feature should you use for each parameter? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  

  

  ---

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

• Question 247:

  You have been tasked with forwarding surveys to clients that opened cases in the last 30 days.

  You want to make sure that clients without a Dynamics 365 license still receives a summary of the survey results.

  Which two of the following are file formats that the summary can be sent in?

  A. .xlsx
  B. .exe
  C. .pdf
  D. .txt
  A. .xlsx
  C. .pdf

• Question 248:

  DRAG DROP

  A company uses Dynamics 365 Customer Service and Microsoft Teams.

  A project requires the creation of an automated tool to provide recommendations when addressing specific client needs. The tool must be interactive and allow agents to best serve their client base. All communications will be run through Teams chat

  You need to configure the smart assist chatbot

  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:

  

  

• Question 249:

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

  You need to restrict support to the products that a customer has purchased.

  What should you do?

  A. Add the product to the account
  B. Add the products to the case
  C. Add the products to the customer's entitlement
  D. Add the products to the customer
  C. Add the products to the customer's entitlement

• Question 250:

  You implement Dynamics 365 Customer Service for a call center.

  The call center supervisor has the following requirements for the Customer Service workspace functionality:

  1. Automate agents' repetitive tasks.

  2. Enable agents to share knowledge articles with customers.

  You need to ensure that the implementation meets the requirements.

  Solution: Create a macro with a productivity connector.

  Does the solution meet the goal?

  A. Yes
  B. No
  B. No

  ---

  Explanation

  Correct Solution: Create a macro with an Omnichannel connector.

  Automate tasks with macros

  Predefined automation actions

  In Customer Service, macros provide three connectors:

  Productivity automation: Provides actions to perform model-driven app operations.

  Session connector: Provides actions to perform session-related operations.

  Omnichannel connector: Provides actions to perform Omnichannel for Customer Service-related operations.

  Omnichannel connector

  As an administrator, you can use the actions any number of times across different macros to automate and perform operations related to Omnichannel for Customer Service.

  Note

  Macro actions for the Omnichannel connector is available if Customer Service workspace in Omnichannel for Customer Service is installed.

  https://learn.microsoft.com/en-us/dynamics365/app-profile-manager/macros