Microsoft MB-230 Online Practice Questions and Exam Preparation

Microsoft MB-230 Online Questions & Answers

• Question 251:

  HOTSPOT

  You are a Dynamics 365 for Customer Service administrator. You enable full-text, relevance, and category search.

  You need to use the knowledge base search control to locate knowledge base articles that contain each of the following words anywhere in an article, regardless of which product an article refers to:

  1. Elevator

  2. Motor

  3. Sizing

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

  NOTE: Each correct selection is worth one point.

  

  

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  References:

  https://docs.microsoft.com/en-us/dynamics365/customer-engagement/basics/relevance-search-results

• Question 252:

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

  You have been tasked with detecting and removing duplicate cases.

  You decide to make use of business rules to achieve your goal.

  Does the action achieve your objective?

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

• Question 253:

  DRAG DROP

  A company uses Dynamics 365 Customer Service.

  You need to implement queues to meet company requirements.

  Which types of queues should you use? To answer, drag the appropriate queue types to the correct requirements. Each queue 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:

  

  

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

• Question 254:

  A customer service organization plans to implement knowledge management for a custom entity named Root Cause Analysis.

  Users must be able to search, link, and rate knowledge articles. Users must be provided with suggested knowledge articles.

  You need to configure Dynamics 365 for Customer Service.

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

  NOTE: Each correct selection is worth one point.

  A. Navigate to the Knowledge Base Management Settings wizard. Then, navigate to Record types and select Root Cause Analysis.
  B. Add a lookup to the article entity.
  C. In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a knowledge base search control.
  D. In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a subgrid for knowledge articles.
  E. In Solution Explorer, select the Root Cause Analysis entity and then select Knowledge management.
  A. Navigate to the Knowledge Base Management Settings wizard. Then, navigate to Record types and select Root Cause Analysis.
  C. In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a knowledge base search control.
  E. In Solution Explorer, select the Root Cause Analysis entity and then select Knowledge management.

• Question 255:

  HOTSPOT

  You are an Omnichannel supervisor for a company. The manager wants to improve response times and customer satisfaction.

  You need to configure Omnichannel queues using standard functionality.

  Which capabilities should you enable? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  

  

• Question 256:

  A company uses Dynamics 365 Customer Service.

  Customer Service workspaces must have custom navigation that meets the following requirements:

  1. An application must be opened as an anchor tab in the application tab panel.

  2. Three additional application tabs must be opened when a session begins.

  3. The default mode of the communication panel must be set to Docked.

  You need to determine which tool and feature to use to meet all requirements.

  Which two tools/features should you use? Each correct answer presents a complete solution.

  NOTE: Each correct selection is worth one point.

  A. session templates in Customer Service admin center
  B. application tab templates in App Profile Manager
  C. application tab templates in Customer Service admin center
  D. session templates in App Profile Manager
  A. session templates in Customer Service admin center
  D. session templates in App Profile Manager

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  Explanation

  A: A session template is a combination of attributes and application tab information that can be reused.

  In Omnichannel for Customer Service app, when an agent accepts an incoming conversation request from a customer, a session is started. The system opens the Active Conversation application that you (an administrator) defined as an Anchor Tab in the application tab panel. The Anchor Tab can't be closed. Simultaneously, the system expands the communication panel for you to exchange messages with the customer.

  Session templates are used to define the aforementioned session experience, such as:

  which application must be opened as an anchor tab in the application tab panel;

  what are the additional application tabs that must be opened when a session is started;

  what must be the default mode of the communication panel when a session is started.

  You can create session templates in Customer Service admin center or use the out-of-the-box templates.

  D: The options to access and manage the following entities are available on the left pane of the app profile manager:

  * Settings

  * Channel provider

  * Templates

  -> Session templates

  -Application tabs

  Notifications

  * Productivity

  Smart assist

  Agent scripts

  * Macros

  All these options are available in Unified Interface. Select any of the option to open it in a new tab.

  Incorrect:

  Not B, Not C:

  An application tab template in Customer Service lets you specify the type of applications that can be opened when agents start a session in the Customer Service workspace or Omnichannel for Customer Service app.

  Every session has at least one application tab, called the "Anchor tab", that can't be closed or customized. When you start a session, the corresponding application page and any other additional pages are opened based on your configuration settings.

  https://learn.microsoft.com/en-us/dynamics365/app-profile-manager/create-app-profiles-powerapps

  https://learn.microsoft.com/en-us/dynamics365/app-profile-manager/application-tab-templates

• Question 257:

  A company is implementing Customer Service Insights.

  Users need to understand customer data in more detail.

  You need to complete the initial configuration of the workspaces.

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

  NOTE: Each correct selection is worth one point.

  A. Add an agent permission role to the required users.
  B. Add a viewer permission role to the required users.
  C. Connect Customer Service Insights to a Power BI environment.
  D. Share the connected workspace with the required users.
  E. Connect Customer Service Insights to a Common Data Service environment.
  B. Add a viewer permission role to the required users.
  C. Connect Customer Service Insights to a Power BI environment.
  D. Share the connected workspace with the required users.

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  Explanation

  Configure Customer Service Analytics dashboards in Power BI

  You must perform the following steps to configure the historical Customer Service Analytics dashboards to display in the Customer Service Hub app:

  Step 1: Review the prerequisites

  Step 2: Install Dynamics 365 Customer Service Analytics app

  Step 3 (C): Connect Dynamics 365 organization to Customer Service Analytics app

  Step 4: Configure refresh frequency on Power BI dataset

  Step 5 (B, D): Publish application within your organization

  You must share the configured application with your entire organization for supervisors to view Customer Service Analytics dashboards and reports with their own Power BI Pro accounts.

  Note: Verify your administrator has allowed users in your organization to have read/write data permissions in Omnichannel Engagement Hub.

  Step 6: Enable Power BI reporting

  Step 7: Add Power BI Dashboard to Customer Service Hub

  https://docs.microsoft.com/en-us/dynamics365/customer-insights/customer-insights-dataverse

• Question 258:

  DRAG DROP

  You are customizing a Dynamics 365 for Customer Service implementation.

  The call center manager requires a visual representation that includes the number of resolved cases by month for each call center agent. The chart must be visible to all users within the service area.

  You need to create the chart.

  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 259:

  A company uses Dynamics 365 Customer Service with loT devices.

  A user with permissions set to use the Customer Service app attempts to connect an loT device. The user receives an error that states they are not authorized to add this device.

  You need ensure that the user can add the device. You must use the principle of least privileged access.

  Which two roles should you assign to the user? Each correct answer presents part of the solution

  NOTE: Each correct selection is worth one point.

  A. loT Hub Oota Contributor
  B. loT Administrator
  C. loT Hub Twin Contributor
  D. loT Endpoint User
  E. loT Hub Registry Contributor
  A. loT Hub Oota Contributor
  C. loT Hub Twin Contributor

• Question 260:

  HOTSPOT

  You create a survey for the employees of your company to provide feedback on future products.

  An employee mistakenly publishes a link to the survey on the internet. Customers and other companies use the link to respond with millions of similar recommendations.

  You need to create a new survey that meets the following requirements:

  1. Allow all people in the company to respond.

  2. Limit availability to only one day after clicking a personalized link.

  How should you configure the survey distribution? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.