Microsoft MB-230 Online Practice Questions and Exam Preparation

Microsoft MB-230 Online Questions & Answers

• Question 261:

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

  You have been tasked with making sure that customer service representatives have the ability to add service-level agreements (SLAs) to a record manually.

  You assign the customer service representatives the necessary permissions.

  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/customer-engagement/customer-service/define-service-level-agreements

• Question 262:

  You need to configure the Dynamics 365 Customer Service workspace to meet the representative's needs.

  What should you configure?

  A. smart assist
  B. customer connector
  C. macros in agent scripts
  D. session template
  D. session template

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  Explanation

  Requirements. Employees include:

  Specific representatives require a Dynamics 365 Customer Service workspace to perform the following activities: Open an assigned record in a new workspace tab. (Use a predefined email template when representatives send an email.)

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

  The out-of-the-box session template for using in Customer Service workspace is Case entity session - default template.

  https://learn.microsoft.com/en-us/dynamics365/app-profile-manager/session-templates?tabs=customerserviceadmincenter

• Question 263:

  DRAG DROP

  You are a Dynamics 365 for Customer Service administrator.

  You must track time against enhanced service-level agreements (SLAs).

  You need to add a timer.

  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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  References:

  https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/add-timer-forms-track-time-against-enhanced-sla

• Question 264:

  You are a Dynamics 365 Customer Service administrator.

  You need to add a new status reason to the case entity.

  What are two possible ways to accomplish the goal? Each correct answer presents a complete solution.

  NOTE: Each correct selection is worth one point.

  A. Navigate to Cases in the Customer Service Hub app. Open a record, edit the form, and then edit the Status reason field.
  B. Modify the existing solution and the case entity. Edit the status reason and add an additional status reason value.
  C. Create a new solution and add the existing Case entity. Select Status Reason and add a new value.
  D. Modify the existing solution. Add another entity named Status. Then, create a status reason field with additional options.
  B. Modify the existing solution and the case entity. Edit the status reason and add an additional status reason value.
  C. Create a new solution and add the existing Case entity. Select Status Reason and add a new value.

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  Explanation

  https://docs.microsoft.com/en-us/dynamics365/customer-service/define-status-reason-transitions-case-management

• Question 265:

  HOTSPOT

  You are creating a virtual agent to handle common customer inquiries.

  The virtual agent must provide the ability to route customers to live agents for escalation.

  You need to recommend a solution.

  Which components should you use? 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/power-virtual-agents/advanced-hand-off

• Question 266:

  You need to ensure that claim disputes conform to the defined case life cycle.

  What should you configure?

  Case Study Title (Case Study):

  A. Related cases
  B. Case Relationships
  C. Timeline
  D. Status Reason Transition
  E. Subject
  D. Status Reason Transition

• Question 267:

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

  You have been tasked with setting up Twilio SMS for the customer service division.

  Which of the following is required for this configuration? (Choose two.)

  A. A Customer ID
  B. An Account ID
  C. An Auth Token
  D. An API Key
  B. An Account ID
  C. An Auth Token

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  Explanation

  https://neilparkhurst.com/2020/11/06/omnichannel-for-customer-service-twilio-for-sms/

• Question 268:

  DRAG DROP

  A customer has a Customer Service deployment.

  The customer needs to implement macros.

  You need to identify the security roles that are required to configure and use macros.

  Which security roles are required? 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 269:

  You are a Dynamics 365 for Customer Service administrator.

  You need to deactivate entitlements.

  When should you deactivate entitlements? Each correct answer presents a complete solution.

  NOTE: Each correct selection is worth one point.

  A. A customer's entitlement has ended and no more support is desired.
  B. A customer renews an entitlement for 100 more hours or one year.
  C. A customer calls and wants to know how many hours of support remain.
  D. The customer must change remaining support hours from all email support to one-half email support and one-half phone support.
  E. You need to add notes to the customer's entitlement.
  D. The customer must change remaining support hours from all email support to one-half email support and one-half phone support.
  E. You need to add notes to the customer's entitlement.

• Question 270:

  HOTSPOT

  A customer service manager needs a new business process flow to manage support for a product rollout for bicycles. There are two bicycle models: standard and high performance.

  Support representatives must be able to:

  Specify the model of the bicycle.

  Capture comments from customer support issues if the bicycle is the high- performance model.

  You need to create the business process flow.

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

  

  

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  Box 1: Categories only

  Box 2: Categories and Subjects

  Note:

  * Using the Categories entity, you can create hierarchical categorical data to help group records. Categorizing entity records in Dynamics 365 Customer Service helps you tag the records so that you can easily search them. Use the entity to create and manage a logical structure of categories in Dynamics 365 Customer Service, and then associate entity records to one or more categories.

  Categories are useful for reporting, sorting, segmenting, and categorization of records.

  * The customer engagement apps (Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, Dynamics 365 Marketing, and Dynamics 365 Project Service Automation), include a subject organizational structure that lets you mark and categorize service cases, knowledge base articles, products, and sales literature. By using the subject hierarchy, you can classify service cases to quickly provide service to your customer. You can also provide the appropriate sales literature. You'll also be able to better understand gaps in your sales literature, evaluate service quality by subject area, and improve reporting on the performance of your products.