Microsoft MB-230 Online Practice Questions and Exam Preparation

Microsoft MB-230 Online Questions & Answers

• Question 281:

  A company sells and services bicycles. The company uses Dynamics 365 Sales and Dynamics 365 Customer Service. You create a custom table named Bicycle

  A user tries to create a personal view with information from the Bicycle table. The user wants to add customer information from the Account table, but the columns are unavailable

  You need to make the Account columns available to the Bicycles table.

  What should you configure?

  A. Create a relationship between the Account table and the Bicycles table.
  B. Add the same columns to both the Bicycles table and the Account table.
  C. Add the system administrator security role to the user ID of the salesperson.
  D. Create two separate views: one in the Bicycles table and one in the Account table.
  E. Create the personal view from the Account table.
  A. Create a relationship between the Account table and the Bicycles table.

• Question 282:

  HOTSPOT

  You need to configure the options for the schedule.

  Which options should you configure? 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/resources-service-scheduling

• Question 283:

  You manage a Dynamics 365 Customer Service environment.

  The company processes thousands of cases daily. Some cases are parent cases, but most are child cases.

  When a child case is created, users report that they must re-enter information in fields from the parent case.

  You need to ensure that, when a new child case is created from within the context of a parent case, information in specific fields from the parent case is passed to the child case fields.

  What should you do?

  A. Create a many-to-many relationship and update the data mapping.
  B. Use a business rule.
  C. Update the attributes that the child case will inherit from the parent case.
  D. Create a routing rule.
  C. Update the attributes that the child case will inherit from the parent case.

• Question 284:

  You are implementing a help desk system that enables users to submit cases by using telephone or email.

  You need to ensure that cases are classified correctly.

  What should you do?

  A. Configure relevance search
  B. Configure categorized search
  C. Create security roles by support function. Assign the security role to users.
  D. Modify' the subject tree.
  D. Modify' the subject tree.

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  Explanation

  Define subjects to categorize cases, products, and articles.

  To edit a subject, in the Subject Tree, select a subject, and then under Common Tasks select Edit Selected Subject.

  https://docs.microsoft.com/en-us/power-platform/admin/define-subjects-categorize-cases-products-articles

• Question 285:

  DRAG DROP

  You are a Dynamics 365 for Customer Service administrator.

  Your company requires a new phone-to-case business process flow for customer service representatives to follow.

  The stages are as follows:

  1. Verification

  2. Acknowledgement and research

  3. Resolution

  Customer service representatives must send an email to the customer when a case enters the acknowledgement-and-research stage.

  You need to create the required business process flow and components.

  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/customize/create-business-process-flow

  https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/workflow-processes

• Question 286:

  Which of the following statements is TRUE when designing a business process flow?

  A. You can use up to 40 steps for each stage.
  B. Each branch can be no more than 10 levels deep.
  C. You can select an entity relationship when defining a process flow.
  D. You can use a minimum of 30 stages per process, as well as a minimum of 30 steps per stage.
  C. You can select an entity relationship when defining a process flow.

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  Explanation

  https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/enhance-business-process-flows-branching

• Question 287:

  HOTSPOT

  You need to create and configure objects to support the requirements.

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

  NOTE: Each correct selection is worth one point.

  

  

• Question 288:

  You need to create the SLAs.

  Which three SLAs should you create? Each correct answer presents part of the solution.

  NOTE: Each correct selection is worth one point.

  Case Study Title (Case Study):

  A. SLA with 24 hours as the failure time and no warning
  B. SLA with 6 hours as the failure time and a one-hour warning
  C. SLA with 6 hours as the failure time and no warning
  D. SLA with one hour as the failure time and no warning
  E. SLA with 24 hours as the failure time and a two-hour warning
  B. SLA with 6 hours as the failure time and a one-hour warning
  D. SLA with one hour as the failure time and no warning
  E. SLA with 24 hours as the failure time and a two-hour warning

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  Explanation

  An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.

• Question 289:

  DRAG DROP

  You are an Omnichannel administrator for a company. The company is implementing a chat channel.

  You need to route all chats relating to work orders to the field service queue.

  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,

  NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.

  Select and Place:

  

  

• Question 290:

  You need to assign the minimum required security roles to a bot for the customer service supervisor.

  Which security roles should you use?

  A. Omnichannel agent and Omnichannel supervisor
  B. Omnichannel agent and customer service representative
  C. Omnichannel supervisor and customer service manager
  D. Omnichannel supervisor and customer service representative
  A. Omnichannel agent and Omnichannel supervisor

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  Explanation

  Scenario:

  Provide the customer service supervisor with the ability to create agent scripts for Omnichannel agents and a workstream for SMS. The customer service supervisor must also be able to edit an existing workstream.

  Provide the customer service supervisor with the ability to track sentiment in real time.

  Omnichannel agent: Required for performing agent tasks.

  Omnichannel supervisor: Required for performing supervisor tasks.

  Incorrect:

  * customer service manager

  The Customer service manager security role represents a user who reviews customer service process performance and enables the customer service process.

  It is related to cases.

  * Customer service representative

  The Customer service representative security role represents a user who documents customer service events and responds to customer service inquiries.

  It is also related to cases.

  https://learn.microsoft.com/en-us/dynamics365/customer-service/implement/add-users-assign-roles

  https://learn.microsoft.com/en-us/dynamicsax-2012/appuser-itpro/customer-service-manager-security-role-tradecustomerservicemanager

  https://learn.microsoft.com/en-us/dynamicsax-2012/appuser-itpro/customer-service-representative-security-role-tradecustomerservicerepresentative