MB-230 Online Practice Questions and Answers

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

You have been tasked with making sure that customer service representatives have the ability to add service-level agreements (SLAs) to a record manually.

You activate the SLA.

Does the action achieve your objective?

A. Yes, it does

B. No, it does not

A company uses Dynamics 365 Customer Service.

You are configuring the advanced similarity rules. You create a similarity rule on cases and put an exact match for the Modified On field in the Match Fields tab.

You test the rule and discover that exact matches do not appear.

You need to determine why the rule is not working.

What are two possible reasons why the rule is not working? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

A. A Power Automate flow was not created.

B. The similarity rule is deactivated.

C. The security role is not set to run the similarity rule.

D. The similarity rule was not published.

E. The Modified On field is not set to searchable in the customization of the case entity in the solution.

You are a help desk representative for an organization using Dynamics 365 Customer Service.

Users need to search within the system for similar cases. None of the out-of-the-box settings have been changed.

You need to determine which search features are available for use by default.

Which two search features are available? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

A. Advanced Find

B. Quick Find

C. Relevance Search

D. Full-text Quick Find

Your company uses Dynamics 365 Customer Service. You create the following support offerings. Customers must choose one of the three offerings.

1.

Email only

2.

Phone only

3.

Half phone and half email

You allocate 50 cases to each support offering.

You need to create the entitlement with terms that adhere to the support offerings.

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 one entitlement template that includes the three different terms. Apply the template to the customer, and then remove the terms that do not apply.

B. Create a new entitlement for each new support offering for the customer, with terms equal to 25 phone calls and 25 emails.

C. Create a new entitlement for each new support offering for the customer, with terms equal to 50 phone calls and 50 emails.

D. Create different entitlement templates for each set of terms. Apply the appropriate template to the customer.

E. Create three entitlement templates with terms for 50 calls and 50 emails. Apply the template to the customers as they sign the support offering.

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. Set the closure preference setting to Don't allow parent case closure until all child cases are closed.

B. Set the closure preference setting to Don'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.

C. Create a business rule.

D. Add the product and case type fields as fields that child cases will inherit from the parent case. Set the closure preference setting to Don't allow parent case closure until all child cases are closed.

HOTSPOT

You are implementing Omnichannel for Customer Service for a company.

The company has the following requirements:

1.

The Knowledgebase article search tab must open when a new chat conversation begins.

2.

The Chat Session template must be in expanded mode for the agents.

You need to complete the implementation to meet the requirements. Which configuration should you use for each requirement? To answer, select the appropriate options in the answer area.

Hot Area:

HOTSPOT

You are implementing Dynamics 365 Customer Service Workspaces for your company's help desk without additional software. Help desk representatives must be able to open multiple sessions. The configuration has the following

requirements:

Ensure each helpdesk representative has the same user experience when togging into the application.

Customer records must automatically open when a helpdesk representative opens a case.

You need to configure the help desk settings.

What should you configure? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

Hot Area:

DRAG DROP

You are a Dynamics 365 for Customer Service administrator. You are using Voice of the Customer and are reviewing survey

A survey responder marked 10 percent for overall satisfaction.

You need to ask additional questions based on the response.

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:

DRAG DROP

You must create a custom web portal to support customer service processes. The portal must allow customers to chat with customer service if the customer initiates a chat conversation.

You need to embed the chat widget into the web portal.

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:

DRAG DROP

Your company uses Dynamics 365 Customer Service.

The company wants to send a customer survey to each customer when a case is closed. The survey must include the following:

An area with a list of questions that rate the answers as poor, average, or great.

A question that rates whether the customer would recommend your company to others.

The company wants to exclude symbols from any of the question types.

You need to configure the question types.

Which question type should you use? To answer, drag the appropriate question type to the correct requirement. Each question 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.

Select and Place: