Microsoft MB-230 Online Practice Questions and Exam Preparation

Microsoft MB-230 Online Questions & Answers

• Question 271:

  You are responsible for designing surveys via Voice of the Customer (VoC).

  You want to make sure that the design allows for questions to be shown or hidden according to answer selected.

  You include the Tagging feature in the design.

  Does the action achieve your objective?

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

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  Explanation

  https://www.inogic.com/blog/2016/10/display-survey-questions-conditionally-for-voice-of-customer-in-dynamics-crm-2016/

• Question 272:

  HOTSPOT

  You are implementing Dynamics 365 for Customer Service.

  You need to set up available working hours to help desk representatives who have varying schedules.

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

  NOTE: Each correct selection is worth one point.

  

  

• Question 273:

  You are creating agent scripts that have macros for quick steps for agents in a support center.

  Agents need to be able to open a case from one of the steps in the agent scripts.

  You need to select a type of connector to use to create the macro.

  Solution: Configure the macro by using a custom connector.

  Does the solution meet the goal?

  A. Yes
  B. No
  B. No

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  Explanation

  Correct Solution: Configure the macro by using a session connector.

  Can I work on cases along with chats?

  Yes. You can work on cases alongside customer conversations in different sessions. You can open case sessions from the dashboards and grids using gestures.

  Note: Start a session

  As an agent, you can start the sessions in two ways:

  Manually start a session

  Automatically start a session using the incoming notification

  When you start a session from a notification request that is a chat or SMS channel, the presence status is updated as per the configuration set for you by your administrator. In addition, the communication panel is displayed so you can communicate with the customer.

  Manually start a session using the gestures

  Contact and Case session

  Use a combination of keyboard and mouse-click gesture to start a session. You can press Shift and select the work item to open a case or contact session. You can also select the Open option from the Omnichannel Agent Dashboard to start a case or contact session.

  Note 2:

  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.

  https://learn.microsoft.com/en-us/dynamics365/customer-service/oc-manage-sessions#start-a-session

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

• Question 274:

  You use multiple workspaces within Dynamics 365 Customer Service insights.

  You need to switch workspaces.

  What should you do?

  A. Select Dashboard filters and then select a filter.
  B. Navigate to https://csi.ai.dynamics.com and then share a workspace.
  C. Select My workspaces and then select a workspace.
  D. Select View and then select a workspace view.
  C. Select My workspaces and then select a workspace.

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  Explanation

  As an owner of a workspace, you launch sharing of a workspace by going to the My workspaces panel, hovering your mouse over the workspace name, and then selecting the share icon to open a dialog. From there, you add any users from your company's Azure Active Directory. Any viewers will receive an email notifying them with a link to the workspace.

  https://cloudblogs.microsoft.com/dynamics365/it/2019/06/13/new-in-dynamics-365-customer-service-insights-share-workspaces-train-ai-model-with-renamed-topics/

• Question 275:

  DRAG DROP

  You need to ensure that customers cannot open more cases than they are allowed.

  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/dynamics365/customer-service/create-entitlement-define-support-terms-customer

• Question 276:

  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.

  You are configuring a business process flow for a case entity.

  All cases must be flagged for review.

  You need to complete configuration of the business process flow.

  Solution: For a new action named Ready for review, disable the As a business process flow action step option.

  Does the solution meet the goal?

  A. Yes
  B. No
  B. No

• Question 277:

  HOTSPOT

  You need to identify who has access to the Schedule tab and the name of the table that should be used.

  Which components should you use? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  

  

• Question 278:

  An electrical engineering company is implementing Dynamics 365 Customer Service.

  Engineers schedule work in one-hour blocks.

  Engineers who complete a job before the end of the one-hour block must not be able to start a new job in that same block.

  Engineers who require part of an additional one-hour block to complete a job must not be able to start a new job in that additional block.

  You need to configure the fulfillment preference to meet the requirements.

  Proposed solution: Change the scheduler time resolution to one hour.

  Does the solution meet the goal?

  A. Yes
  B. No
  B. No

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  Explanation

  Instead: Proposed solution: Create a fulfillment record and set the interval to one hour.

  Note:

  Fulfillment preferences are customizable entities that let you choose how schedule assistant results are displayed, like with neat hourly appointments or morning and afternoon time windows.

  By default, the schedule assistant displays results based entirely on resource schedules and the earliest available time, such as 10:39 AM. With fulfillment preferences set to hourly, the same resource's availability shows as 11:00 AM. This makes it simpler for the scheduler to view and understand availability and communicate it to the customer.

  Intervals

  Intervals display schedule assistant results in neat time slots that dictate start time of subsequent bookings. When configured as 30-minute intervals, the schedule assistant will display a resource available at 9:27 AM as available at 9:30 AM and will book the start time (arrival time) for 9:30 AM. This includes travel time for onsite requirements and work orders, meaning travel time will begin before 9:30 AM, and a field resource will arrive and start work at 9:30 AM.

  https://docs.microsoft.com/en-us/dynamics365/field-service/set-up-time-groups

• Question 279:

  You are a customer service schedule administrator.

  A customer has a custom entity that requires its own schedule board.

  You need to create the schedule board. You configure the custom entity in the Resource Scheduling parameters.

  What should you do next?

  A. Add a new resource requirement. Add a new view for the custom entity.
  B. Change the default entity name to the custom name. Create a new schedule board for the custom entity.
  C. Disable the schedule board. Configure Resource Scheduling Optimization.
  D. Configure the booking metadata. Create a new schedule board for the custom entity.
  A. Add a new resource requirement. Add a new view for the custom entity.

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  Explanation

  Before scheduling a lead, a related resource requirement must be created.

  Add a requirement view to the schedule board.

  After creating a requirement for the lead, it will appear in the Open Requirements view in the lower pane of the schedule board that shows all open requirements related to any schedulable entity. This is a default view for resource scheduling. However, the views in the lower pane of the schedule board are simply system views and can be edited and added to. It's common to add custom resource requirements views for work orders (or leads in our example). You can create a schedule board view that shows only leads to be scheduled.

  https://docs.microsoft.com/en-us/dynamics365/field-service/schedule-new-entity

• Question 280:

  DRAG DROP

  A Dynamics 365 Customer Service organization uses routing rules to escalate cases.

  Security roles have not been modified or created.

  You need to modify the routing rule set that is currently in use and enforce the principle of least privilege.

  Which five 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/dynamics365/customer-service/create-rules-automatically-route-cases