Microsoft MB-230 Online Practice Questions and Exam Preparation

Microsoft MB-230 Online Questions & Answers

• Question 321:

  HOTSPOT

  You are configuring a Dynamics 365 for Customer Service instance.

  Customer service manager cannot create new entitlements for customer service representatives.

  You need to ensure that customer service managers can add new entitlement templates and knowledge base records for customer service representatives.

  Which access levels should you apply? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  

  

• Question 322:

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

  Your company has several business process flows for managing contracts.

  You want to specify the default process flow.

  You configure the order of the business process flows.

  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://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/customize/business-process-flows-overview

• Question 323:

  HOTSPOT

  A company uses Omnichannel for Customer Service.

  The company experiences increased incoming live chats from the company website regarding several product recalls. To handle these calls, the company designates agents who have specialized training to manage the conversations.

  The conversations must meet the following requirements:

  1. Calls must be routed to the designated agents.

  2. Agents must follow legally approved standardized answers to customer questions.

  3. Agents must be able to reference several knowledge base articles associated with the recalls quickly.

  4. Greeting and sign off messages must be standardized.

  You need to configure the system.

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

  NOTE: Each correct selection is worth one point.

  

  

• Question 324:

  You are a system administrator for Dynamics 365 Customer Service. In the default account form, you create an escalation column as a choice of Yes/No.

  The main account form must have a column of escalation paths.

  The column must be hidden if the escalation column is set to No.

  If the escalation column is set to Yes, the escalation path column must be displayed and filled out.

  You need to configure the form.

  What should you configure?

  A. Business process flow
  B. Business rule
  C. Power Bi dashboard
  D. Power Automate flow
  B. Business rule

• Question 325:

  You are implementing Dynamics 365 Customer Service for an organization and are configuring the case summary Copilot.

  A user tests the Case summary feature of Copilot. The user observes that the case summary card states,

  "There's not enough information to summarize."

  You need to recommend an action so an administrator can configure the case summary correctly.

  Which action should you recommend?

  A. Expand the activity highlights summary.
  B. Change the case to resolved and expand the case summary card.
  C. Provide feedback comments to the Case summary feature in Copilot.
  D. Ensure that the case has a description.
  E. Refresh the case summary.
  D. Ensure that the case has a description.

• Question 326:

  DRAG DROP

  You need to create a new agent script for the agents.

  Which five actions should you recommend be performed 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 327:

  You need to configure the queue for telephone-based cases.

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

  NOTE: Each correct selection is worth one point.

  Case Study Title (Case Study):

  A. Create a case from email.
  B. Define an SLA and entitlements and set entitlement values for case numbers.
  C. Configure a status reason transition.
  D. Create a case routing rule.
  E. Automatically create or update records.
  B. Define an SLA and entitlements and set entitlement values for case numbers.
  C. Configure a status reason transition.

• Question 328:

  HOTSPOT

  You need to meet the automatic case creation requirements.

  What should you do? 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/automatically-create-case-from-email

  https://cloudblogs.microsoft.com/dynamics365/it/2017/07/25/convert-email-to-a-case-with-a-few-clicks-in-dynamics-365-app-for-outlook/

• Question 329:

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

  You have been tasked with creating a service-level agreement (SLA) that allows for times and status' of an SLA to be tracked.

  Which of the following is the type of SLA you should create?

  A. Atypical
  B. KPI
  C. Enhanced
  D. Standard
  B. KPI

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  Explanation

  https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-level-agreements

• Question 330:

  You need to configure the chat channel.

  What should you configure?

  A. proactive chat
  B. workstream
  C. quick replies
  D. persistent chat
  B. workstream

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  Explanation

  Requirements. Configuration

  If a customer starts a chat during non-working business hours, the first representative that signs into the system must answer the chat; the customer must be able to continue the chat at any time.

  Chat sessions must start only when the customer selects the chat icon. Chat must only be available for reorders and coffee maker repairs.

  Subscribers and new orders must always go to a live representative unless the subscriber chooses the chat icon.

  A workstream is a container to enrich, route, and assign work items, and can be associated with a channel, such as live chat, voice, or case.

  The workstream can belong to multiple channels of the same type, like multiple chat channels. In this case, all the conversations from these channels inherit the routing and work assignment settings of the workstream they belong to.

  The workstream can be one of the following types:

  Messaging: To route conversations from live chat, SMS, social, and Microsoft Teams channels.

  Record: To route records, such as case, email, and activity.

  Voice: To route calls made to support numbers listed on the customer portal.

  https://learn.microsoft.com/en-us/dynamics365/customer-service/create-workstreams?tabs=customerserviceadmincenter