[Oct-2022] MB-230 Dumps Full Questions - Microsoft Dynamics 365 Exam Study Guide
Exam Questions and Answers for MB-230 Study Guide
NEW QUESTION 32
You make a phone call regarding an existing case record.
You need to create a phone call activity that appears on the case record timeline.
Which three actions should you perform in sequence? Toanswer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
NEW QUESTION 33
You are a system administrator for Dynamics 365 for Customer Service.
All child cases must inherit the product,customer name, case title, and case type from the parent case. Parent cases must not be closed until all child cases are closed.
You need to configure cases.
What should you do?
- A. Add the product and case type fields as fields that child cases will inherit from the parent case. Set the closure preference setting to l child cases are closed.
- B. Create a business rule.
- C. Set the closure preference setting toDon't allow parent case closure until all child cases are closed. In Settings, navigate to Customizations. On the case entity, update the Incident-Incident Resolution case relationship field mapping to include the fields.
- D. Set the closure preference setting to closure until all child cases are closed.
Answer: A
NEW QUESTION 34
You are using Dynamics 365 for Customer Service. You have existing routing rules.
You need to create a routing rule for cases and bulk-import cases.
Which actions should you perform? To answer, select the appropriate action in the dialog box in the answer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 35
You are a Dynamics 365 for Customer Service administrator.
You must track time against enhanced service-level agreements (SLAs).
You need to add a timer.
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.
Answer:
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/add-timer-forms-tracktim
NEW QUESTION 36
You need to ensure that claim disputes conform to the defined case life cycle.
What should you configure?
- A. Related cases
- B. Case Relationships
- C. Status Reason Transition
- D. Timeline
- E. Subject
Answer: C
NEW QUESTION 37
You need to select which setting needs to be configured for each setup.
Which settings should you select? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Graphical user interface, text, application, email Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams
https://docs.microsoft.com/en-us/dynamics365/customer-service/enable-skill-routing-create-rating-model
NEW QUESTION 38
You are a Dynamics 365 for Customer Service administrator.
Your company provides standard support contracts for 20 hours of email support. Phone is offered as a premium service in allotments of 10 incidents.
You need to set up an entitlement template for the standard support.
What should you configure?
- A. Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to Phone.
Set the value of the Total terms value to 20. - B. Set the value of the Total terms field for an entitlement to
Set the entitlement channel option to . Set the value of the Total terms field to 0.
Add the Phone option.
Set the value of the Total Terms field to - C. Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to
Set the value of the Total terms field to
Add the Phone option. Set the value of the Total Terms field to - D. Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to Email. Set the value of the Total terms field to 20.
Answer: C
NEW QUESTION 39
You are implementing Dynamics 365 for Customer Service.
You need to set up available working hours to help desk representatives who have varying schedules.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 40
You are using Dynamics 365 for Customer Service.
You need to create the entitlements for your customers.
What should you do?
- A. Configure routing rules.
- B. Configure entitlement channels.
- C. Create queues for each channel.
- D. Create an entity for each channel and configure the relationship with the entitlement.
Answer: B
NEW QUESTION 41
You set a default entitlement for a customer.
You need to ensure that the default entitlement is automatically associated with a case.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
- A. Create a case.
- B. Add an activity to an existing case.
- C. Update the customer, contact, or product field on an existing case.
- D. Update the description field on an existing case.
Answer: A,C
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer
https://docs.microsoft.com/en-us/power-platform/admin/system-settings-dialog-box-service-tab
NEW QUESTION 42
You are a Dynamics 365 for Customer Service administrator.
You need to import cases from a file without applying routing rules.
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.
Answer:
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/create-rulesautomatically
NEW QUESTION 43
You need to configure each escalation scenario.
Which configuration should you use for each scenario? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Graphical user interface, text, application Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent
NEW QUESTION 44
You use Dynamics 365 for Customer Service.
You need to merge cases.
What is the outcome for the merge process? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 45
You are a customer service manager for a company using Dynamics 365 for Customer Service.
You need to set up queues to manage support. You assign a team to each queue.
What type of queue should you configure?
- A. Personal
- B. Public
- C. Business unit
- D. Private
Answer: D
Explanation:
Explanation
Section: Topic 3, Manage queues, entitlements, and SLAs
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queuesmanage-ac
NEW QUESTION 46
You are a Dynamics 365 for Customer Service administrator.
You need to implement queues to managecases.
Which queue types should you use? To answer, drag the appropriate queue types to the correct scenarios. Each queue type 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.
Answer:
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queuesmanage-ac
NEW QUESTION 47
You have access to the desktop version of Microsoft Excel and Excel Online.
You need to perform a bulk update of data for 225 contacts.
What are two ways to achieve the goal? Each correct answer presents a complete solution.
- A. Export the data as a static worksheet make updates, and then save changes to Microsoft Dynamics 365.
- B. Export the data as a static worksheet, make updates, and then import the data back into Microsoft Dynamics 365.
- C. Export data as a dynamic pivot table, make updates, and then save changes to Microsoft Dynamics 365.
- D. Open the data in Excel Online, make updates, and then save changes to Microsoft Dynamics
365.
Answer: B,D
NEW QUESTION 48
You are a customer service representative working with cases in Dynamics 365 for Customer Service.
You need to manage multiple lists of cases.
Which actions should you perform? To answer, select the appropriate configuration in the answer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 49
You have a Microsoft Dynamics 365 environment and you are using Unified Service Desk (USD) in a call center scenario. Users must be able to ask their customers questions that will trigger defined follow on actions.
You need to provide users with guidance for their customer interactions.
What should you use?
- A. CRM workflows
- B. agent scripts
- C. knowledge management
- D. CRM dialogs
Answer: B
NEW QUESTION 50
Your organization uses enhanced service level agreements (SLA's).
You need to create a view that displays the SLA failure and succeeded time for data related to a case.
Which entity should you use to select the fields?
- A. enhanced SLA C
- B. SLA Item
- C. SLA
- D. SLA KPI Instance
Answer: D
NEW QUESTION 51
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: For a new action named Ready for review, disable the As a business process flow action step option.
Does the solution meet the goal?
- A. No
- B. Yes
Answer: A
NEW QUESTION 52
You manage a Dynamics 365 for Customer Service environment.
The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entitlement.
You need to create the entitlement for the customer.
What should you do?
- A. Delete the old entitlement. Create a new entitlement template.
- B. In the old entitlement, zero out the remaining terms and the total terms. Activate the entitlement.
- C. Add the new end date to the current entitlement and set new terms. Activate the entitlement.
- D. Create a new template with the dates and terms. Activate the template.
- E. Make a copy of the old entitlement. Activate the copy.
Answer: C
Explanation:
Section: Topic 3, Manage queues, entitlements, and SLAs
NEW QUESTION 53
A user named User1 creates a knowledge base article. No other action has been taken.
User! must modify the article.
You need to direct User1 to the view where the article is displayed.
To which view should you direct User1?
- A. Inactive Articles
- B. Draft Articles
- C. Unapproved Articles
- D. Scheduled Articles
Answer: B
NEW QUESTION 54
You are customizing a Dynamics 365 for Customer Service implementation.
The call center manager requires a visual representation that includes the number of resolved cases by month for each call center agent. The chart must be visible to all users within the service area.
You need to create the chart.
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.
Answer:
Explanation:
NEW QUESTION 55
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