Microsoft MB-230 Online Practice Questions and Exam Preparation

Microsoft MB-230 Online Questions & Answers

• Question 301:

  You need to consider the underlined segment to establish whether it is accurate.

  Routing rules must be used to automate the process of adding cases to a queue.

  A. No adjustment required.
  B. Business rules
  C. Business process flow
  D. Similarity rules
  A. No adjustment required.

• Question 302:

  HOTSPOT

  You must set up the following:

  1. A work stream must be configured to use Twitter.

  2. The cases must automatically go to the next available sales representative.

  3. Any existing case that comes in must be assigned automatically to the sales representative who worked on the case originally.

  You need to choose the correct setting.

  Which setting should you use? 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/channels

  https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entity-workstream

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

• Question 303:

  A customer has three cases in process and two cases for the current calendar year.

  You need to determine how many cases the customer has left on their entitlement.

  How many cases are left?

  Case Study Title (Case Study):

  A. 20
  B. 22
  C. 23
  D. 25
  C. 23

  ---

  Explanation

  https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer

• Question 304:

  DRAG DROP

  A company implements Dynamics 365 Customer Service.

  You must create an external-facing website that allows customers to perform the following tasks:

  1. View the status of open support incidents.

  2. Search knowledge base articles.

  3. Access support discussion forums.

  4. Update customer profile information.

  You need to create the portal.

  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:

  

  

• Question 305:

  You are creating a survey using Voice of the Customer.

  You need to embed the survey into a website and make it available to your customer.

  What should you do?

  A. Create the website. Add the URL to the Dynamics 365 site in your website.
  B. Create your Dynamics 365 portal. Display the Voice of the Customer page from within the main website page.
  C. Create a webpage on the website. Add the URL to link the Voice of the Customer QUESTION NO:s from Dynamics 365.
  D. Create an iFrame URL. Copy the HTML code to an iFrame in your website.
  E. Add the iFrame URL to your website.
  D. Create an iFrame URL. Copy the HTML code to an iFrame in your website.

  ---

  Explanation

  References:

  https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/distribute-survey

• Question 306:

  HOTSPOT

  You need to ensure the correct support representative addresses the case.

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

  NOTE: Each correct selection is worth one point.

  

  

• Question 307:

  You are setting up knowledge management in Dynamics 365 Customer Service.

  Management wants to view the statistics on which keywords are searched the most by agents when they use the knowledge base.

  You need to ensure that management can view the top search words.

  Which two steps should you configure? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

  A. Enable knowledge analytics.
  B. Select Knowledge search analytics after adding the Additional features.
  C. Add Knowledge Suggestion Section Control.
  D. Enable historical analytics.
  E. Enable knowledge article suggestions.
  A. Enable knowledge analytics.
  B. Select Knowledge search analytics after adding the Additional features.

• Question 308:

  Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets 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.

  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 some 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: Create a fulfillment record and set the interval to one hour.

  Does the solution meet the goal?

  A. Yes
  B. No
  A. Yes

  ---

  Explanation

  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 309:

  DRAG DROP

  You are a customer service schedule administrator for a company. The company hires an electrical engineer who will work remotely.

  You need to set the resource to enable the engineer to work remotely.

  Which three actions should you perform next 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 310:

  You use Dynamics 365 for Customer Service.

  You need to create business process flows.

  Which three entities can you use? Each correct answer presents part of the solution.

  NOTE: Each correct selection is worth one point.

  A. Goal
  B. Case
  C. Letter
  D. Social activity
  E. Rollup queries
  B. Case
  C. Letter
  D. Social activity