Microsoft MB-230 Online Practice Questions and Exam Preparation

Microsoft MB-230 Online Questions & Answers

• Question 331:

  DRAG DROP

  A company uses Dynamics 365 Customer Service.

  Help desk representatives must be able to open multiple sessions. Each representative must have the same application experience when logging into the application. Agents must provide a standard response depending on what the customer issue is when someone calls in for support. The standardized response must use the same language each time.

  You need to configure the required features.

  What should you configure? To answer drag the appropriate configurations to the correct requirements. Each configuration may be used once, more than once, or not at all You may need to drag the split bar between panes or scroll to view content.

  Select and Place:

  

  

• Question 332:

  A company uses Dynamics 365 for Customer Service. A case in the queue is routed to you.

  You will be going on a vacation.

  You need to assign the case to someone else.

  What should you do?

  A. Release the case.
  B. Route the case to another queue.
  C. Share the case.
  D. Escalate the case
  A. Release the case.

• Question 333:

  HOTSPOT

  You are implementing Omnichannel for Customer Service for a call center.

  The call center manager needs to be able to track agents' performance.

  You need to configure the intraday insights dashboard to meet the requirement.

  Which configurations 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/dynamics365/customer-service/configure-intraday-dashboard-supervisor

• Question 334:

  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: Create an action that generates a task record that is assigned to the case reviewer and appends the text Ready for review to the case topic.

  Does the solution meet the goal?

  A. Yes
  B. No
  A. Yes

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  Explanation

  References:

  https://docs.microsoft.com/en-us/business-applications-release-notes/april18/microsoft-flow/add-action-business-process-flow

• Question 335:

  Your company makes use of Dynamics 365 for Customer Service.

  You have configured a customer service business unit as a parent of a call center, a digital response, and an escalation business unit. These business units all have their own queues. Customer service cases are directed to the correct parties via the queues. You have not amended any security roles.

  You have been tasked with making sure that a user in the customer service business unit is able to read queues in both the parent and child business units.

  You assign the user the CSR Manager security role.

  Does the action achieve your objective?

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

• Question 336:

  DRAG DROP

  A company uses Dynamics 365 Customer Service. The company connects chatbots to its Omnichannel configuration.

  The chatbot does not escalate calls to agents.

  You need to troubleshoot the chatbot issue.

  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 337:

  You need to add the confirmation step for cases.

  What should you edit?

  A. Common Data Service
  B. Business process now
  C. Workflow
  D. Power Automate
  E. Environment
  B. Business process now

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  Explanation

  A confirmation section must be added before the resolve section.

  Example: Add an on-demand action to a business process flow. The Dynamics 365 (online), version 9.0 update introduces a business process flow feature:

  business process flow automation with Action Steps. You can add a button to a business process flow that will trigger an action or workflow.

  https://docs.microsoft.com/en-us/power-automate/create-business-process-flow#add-an-on-demand-action-to-a-business-process-flow

• Question 338:

  HOTSPOT

  You are creating a bar chart that displays the 10 help desk representatives who are resolving the most cases.

  You need to ensure that all team members can view the chart. You do not have share privileges.

  How should you configure the chart? 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/customerengagement/on-premises/developer/customize-dev/understand-charts-underlying-data-chart-representation?view=op-9-1

• Question 339:

  You need to set up the analytics functionality.

  What should you do?

  A. Select the System Management menus and configure them in the settings.
  B. Connect the data through Dynamics 365 Customer Service to Dynamics 365 Customer Service Insights.
  C. Connect the data through Dynamics 365 Customer Service Insights to Dynamics 365 Customer Service.
  D. Install the solution and menu items that will appear in Dynamics 365 Customer Service.
  E. Create a new dashboard in Dynamics 365 Customer Service and select the correct information.
  E. Create a new dashboard in Dynamics 365 Customer Service and select the correct information.

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  Explanation

  Customer Service Insights is now embedded in Dynamics 365 Customer Service. After it is enabled, this experience allows you to start seeing historical analytics directly within the Customer Service environment. Several reports and dashboards can be viewed by your management team.

  https://docs.microsoft.com/en-us/dynamics365/customer-service/introduction-customer-service-analytics

• Question 340:

  DRAG DROP

  You manage Dynamics 365 Customer Service. You have a routing rule set named CustomerResolution that assigns general inquiry cases to a queue named GeneralInquiry.

  You need to assign technical support cases to a queue named TechSupport.

  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-rules-automatically-route-cases