Microsoft MB-230 Online Practice Questions and Exam Preparation

Microsoft MB-230 Online Questions & Answers

• Question 71:

  DRAG DROP

  You are a Dynamics 365 Customer Service administrator.

  You create a new entity named Root Cause Escalation. Queues must be used for new Root Cause Escalation records. The records must be automatically assigned to the record owner's default queue when a record is created.

  You need to implement the proper functionality to meet the requirements.

  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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  https://docs.microsoft.com/en-us/dynamics365/customer-service/enable-entities-for-queues

• Question 72:

  A company has used Dynamics 365 Customer Service with Omnichannel for more than a year.

  The company has experienced several product recalls over the last three months.

  Customer agents must follow standardized answers, approved by the legal department to respond to customer questions that are sent in from chats, texts, and phone conversations.

  You need to configure the system.

  Which two actions should you perform? Each correct answer presents part of the solution.

  NOTE: Each correct selection is worth one point.

  A. Install the Productivity Tools app from AppSource.
  B. Enable the productivity pane.
  C. Create a macro.
  D. Create an agent script.
  A. Install the Productivity Tools app from AppSource.
  B. Enable the productivity pane.

• Question 73:

  HOTSPOT

  You need to decide which action is applicable in the SLA.

  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/define-service-level-agreements

• Question 74:

  You need to configure the chatbot.

  Which two actions should you perform? Each correct answer presents part of the solution.

  NOTE: Each correct selection is worth one point.

  A. Add the chatbot to an existing human agent queue.
  B. Configure context variables for the chatbot.
  C. Enable a Power Virtual Agents chatbot to end conversations.
  D. Create a chatbot queue and a human agent queue.
  E. Enable AI suggestions with the chatbot.
  B. Configure context variables for the chatbot.
  D. Create a chatbot queue and a human agent queue.

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  Explanation

  Requirements. Support.

  The chatbot must have an option to allow users to escalate a conversation to a live representative.

  Live representatives must be able to send a customer back to the chatbot.

  B: When you hand off a conversation, you share the full history of the conversation (the context) as well as all user-defined variables. Having access to this context means live agents that are using any connected engagement hub can be notified that a conversation requires a live agent, see the context of the prior conversation, and resume the conversation.

  BD: Escalate a conversation to a human agent.

  In Omnichannel for Customer Service, a bot can escalate the current conversation to a human agent. The routing of the conversation depends on the routing rule that's configured for the workstream.

  When the conversation is transferred from the bot to a human agent, the customer and case details are automatically identified when the agent accepts the escalation request. The bot routes conversations by using the Omnichannel for Customer Service context variables that are associated with the conversation. The bot can send a list of context variables and associated values to Omnichannel for Customer Service, together with the escalation request. The bot can also set context items that can be used by skill finder models to identify new skills and append them to the existing skills list for the conversation. Omnichannel for Customer Service will then update the context variables with the specified values, and run the routing engine again. This ensures that the escalated conversation is routed to the right queue.

  Incorrect:

  Not C: End a conversation.

  The Azure bot can choose to end the conversation if it determines that the customer's questions have been answered, or if the customer is no longer responding. The bot can send an EndConversation request to Omnichannel for Customer Service.

  https://learn.microsoft.com/en-us/dynamics365/customer-service/bot-escalate-end-conversation

  https://learn.microsoft.com/en-us/power-virtual-agents/advanced-hand-off

• Question 75:

  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 System customizer security role.

  Does the action achieve your objective?

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

• Question 76:

  DRAG DROP

  You are a Dynamics 365 administrator.

  You want to set up a child/parent relationship for cases so that the child case inherits different fields from the parent case.

  You need to set up the appropriate child/parent relationship.

  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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  https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases

• Question 77:

  You are a Dynamics 365 Customer Service administrator.

  You are configuring a case dashboard.

  You need to filter the dashboard to show only escalated cases and cases that are marked as Request.

  Which filter should you use?

  A. Timeframe
  B. Priority
  C. Global
  D. Visual
  C. Global

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  Explanation

  https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-dashboard

• Question 78:

  HOTSPOT

  A company installs and services air filtering units for industrial manufacturing plants. The company is implementing Dynamics 365 Customer Service.

  Each regional location has only two advanced diagnostic units. The company charges customers a higher rate when the company uses a unit.

  You need to configure the system to optimize work scheduling.

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

  NOTE: Each correct selection is worth one point.

  

  

• Question 79:

  You are configuring a single business process flow in Dynamics 365 for Customer Service.

  You need to design the business process flow.

  What should you do?

  A. Merge peer branches to a single stage when merging branches.
  B. Span the process across 10 unique entities.
  C. Combine multiple conditions in a rule by using both the AND and OR operators.
  D. Use 40 steps per stage.
  A. Merge peer branches to a single stage when merging branches.

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  Explanation

  References:

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

• Question 80:

  A company closes the business each year for nine business days.

  You need to configure the system to reflect the business closure while minimizing the number of records that you must create in the system.

  What should you create?

  A. nine customer service calendar records of a one-day duration
  B. two holiday calendar records of a seven-day duration
  C. three holiday schedule records of a three-day duration
  D. one business closure record of a nine-day duration
  D. one business closure record of a nine-day duration

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  Explanation

  https://docs.microsoft.com/en-us/dynamics365/customer-service/set-when-business-closed-csh