Microsoft MB-230 Online Practice Questions and Exam Preparation

Microsoft MB-230 Online Questions & Answers

• Question 341:

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

  You have received articles that were created for a knowledge base from a reviewer.

  Which of the following actions should be taken for articles that are approved?

  A. The approved article must be sent to the Manager.
  B. The approved article must be published.
  C. The approved article must be sent back for final edits.
  D. The approved article's status must be changed to Active.
  B. The approved article must be published.

• Question 342:

  You are an administrator of a Dynamics 365 Customer Service system for a computer support company.

  Team members must handle cases as follows:

  1. A case for a new customer follows a different process than for a returning customer.

  2. A case for a returning customer who has a contract follows a different process than for a customer who is pay as you go.

  3. All cases must be researched and resolved.

  4. Cases must be handled in a manner that is simple to maintain.

  You need to ensure that all team members follow the same process for handling cases.

  What should you do?

  A. Create a business process flow that branches.
  B. Create two different forms and a business process flow for each type of customer.
  C. Create a Power Automate flow that branches.
  D. Create two different queues for the different types of customers.
  A. Create a business process flow that branches.

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  Explanation

  https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/customize/enhance-business-process-flows-branching?view=op-9-1

• Question 343:

  HOTSPOT

  You are working as a functional consultant for Dynamics 365 Customer Service. No changes have been made to security roles.

  You need to ensure that customer service representatives can process cases that have service-level agreements (SLAs) and entitlements. You must grant only the minimum privileges required.

  How should you configure security? 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/define-service-level-agreements

• Question 344:

  You are using Dynamics 365 for Customer Service.

  You need to automate the process of adding cases to a queue.

  What should you do?

  A. Use routing rules
  B. Use the convert activities functionality with cases
  C. Use the add to queue button on a case
  D. Use the Assign button on a case
  A. Use routing rules

• Question 345:

  DRAG DROP

  An agent resolves a case for a customer by using Dynamics 365 Customer Service.

  The customer must receive a corporate feedback survey to describe how the experience was. All agents will have access to the survey.

  You need to send the survey.

  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 346:

  You are creating an external-facing portal that uses capabilities of Dynamics 365 Customer Service.

  When a case is closed, customers must receive an email that provides the ability to visit the knowledge base associated with the case.

  You need to configure the system.

  Which two options should you configure? Each correct answer presents part of a solution.

  NOTE: Each correct selection is worth one point.

  A. In Dynamics 365 Customer Service, enter the portal URL that will be used to create external (public facing) portal links for knowledge articles in the Knowledge Solution field.
  B. In Dynamics 365 Customer Service, under Knowledge Source, in the Knowledge Solution field, enable sharing the knowledge article as a link in the email sent to the customer.
  C. In the Knowledge Articles Feedback section, set Enable users to provide feedback on knowledge articles from search control to Yes.
  D. In Dynamics 365 Customer Service, ensure that the representative closing the case attaches the knowledge article to the record.
  A. In Dynamics 365 Customer Service, enter the portal URL that will be used to create external (public facing) portal links for knowledge articles in the Knowledge Solution field.
  B. In Dynamics 365 Customer Service, under Knowledge Source, in the Knowledge Solution field, enable sharing the knowledge article as a link in the email sent to the customer.

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  Explanation

  Set up knowledge management (Customer Service app)

  Make sure that you have the System Administrator or System Customizer security role or equivalent permissions. You must also be the tenant administrator of Office 365.

  go to Settings > Service Management

  Under Knowledge Base Management, select Embedded Knowledge Search.

  In the Knowledge Base Management Settings wizard, in Record Types, select the record types you want to turn on knowledge management for. The list will include all entities that are available for an N:N relationship. Knowledge management is enabled for case entity by default.

  Under Knowledge Source, in the Knowledge Solution field, select the knowledge solution. (B)

  In the Support Portal Connection section, enter the following: Use an external portal. You can integrate an external portal for publishing knowledge articles. If your organization uses one, select this check box. Select Yes to share the knowledge article as a link in the email sent to the customer. Select No to share the article content inserted in the email body. If you choose Yes, provide the URL format . URL Format. Type the portal URL that will be used to create external (public-facing) portal links for knowledge articles, which the service agents can share with the customers. The external URL is created in the following format:

  https:///kb/{kbnum}

  The placeholder "{kbnum}" is replaced by an actual knowledge article number. (B) Use an external portal. You can integrate an external portal for publishing knowledge articles. If your organization uses one, select this check box. Select Yes to share the knowledge article as a link in the email sent to the customer. Select No to share the article content inserted in the email body. If you choose Yes, provide the URL format. (A) URL Format. Type the portal URL that will be used to create external (public-facing) portal links for knowledge articles, which the service agents can share with the customers. The external URL is created in the following format:

  https:///kb/{kbnum}

  The placeholder "{kbnum}" is replaced by an actual knowledge article number. (A)

  https://gyde.ai/kb/dynamics-365-customer-service/set-up-knowledge-management-(customer-service-app)

• Question 347:

  You need to configure the system so that an email is sent to a manager about the SLAs according to the requirements.

  What should you configure?

  Case Study Title (Case Study):

  A. Failure Action
  B. Warning Action
  C. Applicable When
  D. Success Criteria
  E. Success Action
  A. Failure Action

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  Explanation

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

• Question 348:

  HOTSPOT

  A company is Implementing Dynamics 365 Customer Service and Power Virtual Agents tor its support desk. Supervisors hove the following information requirements:

  1. Topic analytics for all cases completed over the last year.

  2. Analytics for chatbot options chosen from past interactions with customers.

  You need to configure the system to meet the requirements.

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

  NOTE: Each correct selection is worth one point.

  

  

• Question 349:

  A company is implementing Dynamics 365 Customer Service workspaces.

  As a customer service representative, you must be able to view and work on more than one work item at a time.

  You need to navigate between the work items that are active in the workspace.

  Which two methods can you use? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

  A. Select the workspace app tile.
  B. Select the session tab.
  C. Select the session pane list.
  D. Select the Dynamics 365 drop-down navigation.
  B. Select the session tab.
  C. Select the session pane list.

• Question 350:

  DRAG DROP

  You need to ensure that the company can support the customers with coffee maker issues remotely.

  Which features should you use? To answer, drag the appropriate features to the correct options. Each feature 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.

  NOTE: Each correct selection is worth one point.

  Select and Place: