[Q67-Q85] Real Microsoft MB-230 Exam Questions [Updated 2021]

Real Microsoft MB-230 Exam Questions [Updated 2021]

MB-230 Exam Dumps Pass with Updated 2021 Microsoft Dynamics 365 for Customer Service

Main Requirements for Microsoft MB-230 Exam

While there are no strict prerequisites for this test, it is recommended that the candidates earn the Microsoft Certified: Dynamics 365 Fundamentals certification to understand the exam content. Microsoft MB-230 is designed for the functional consultants who possess customer service expertise. They are involved in implementing omnichannel solutions, which focus on service, efficiency, customer satisfaction, reliability, and quality. The potential candidates for this test should have solid applied knowledge that meets the user needs via the Dynamics 365 Customer Service, including the professional understanding of cases, queues, entitlements, and knowledge base.

Microsoft MB-230 Practice Test Questions, Microsoft MB-230 Exam Practice Test Questions

The candidates for the MB-230: Microsoft Dynamics 365 Customer Service exam are looking to obtain the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. These individuals possess competence in implementing omnichannel solutions focusing on quality, efficiency, service, reliability, and customer satisfaction. The applicants should have expertise in designing and implementing service management reports and visualizations offered by and in collaboration with the Solution Architects.

NEW QUESTION 67
You must set up the following:
A work stream must be configured to use Twitter.
The cases must automatically go to the next available sales representative.
Any existing case that comes in must be assigned automatically to the sales representative who worked on the case originally.
You need to choose the correct setting.
Which setting should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/channels
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entity-workstream
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams

NEW QUESTION 68
You are a Dynamics 365 for Customer Service administrator.
You need to deactivate entitlements.
When should you deactivate entitlements? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. The customer must change remaining support hours from all email support to one-half email support and one-half phone support.
B. You need to add notes to the customer's entitlement.
C. A customer renews an entitlement for 100 more hours or one year.
D. A customer's entitlement has ended and no more support is desired.
E. A customer calls and wants to know how many hours of support remain.

Answer: A,B

Explanation:
Section: Topic 3, Manage queues, entitlements, and SLAs
Explanation

NEW QUESTION 69
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.
In Settings, navigate to Customizations. On the case entity, update the Incident-Incident Resolution case relationship field mapping to include the fields.
B. 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.
C. Create a business rule.
D. Set the closure preference setting to Don't allow parent case closure until all child cases are closed.

Answer: B

NEW QUESTION 70
You need to configure the system to notify managers about unhappy patients.
What should you do?

A. Configure Omnichannel Insights.
B. Set a routing rule for escalations.
C. Change the value of the Monitor real-time customer sentiment option to Yes.

Answer: C

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/oc-monitor-real-time-customer-sentimentsessions

NEW QUESTION 71
You are a Dynamics 365 Customer Service administrator.
You need to add a new status reason to the case entity.
What are two possible ways to accomplish the goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. Create a new solution and add the existing Case entity.
Select Status Reason and add a new value.
B. Modify the existing solution and the case entity.
Edit the status reason and add an additional status reason value.
C. Navigate to Cases in the Customer Service Hub app.
Open a record, edit the form, and then edit the Status reason field.
D. Modify the existing solution.
Add another entity named Status.
Then, create a status reason field with additional options.

Answer: A,B

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-status-reason-transitions-case-management

NEW QUESTION 72
You are a Dynamics 365 system administrator.
Your customer service team must define goal metrics to track and measure all resolved cases.
You need to create a goal metric with a rollup field.
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.

Answer:

Explanation:

1 - Define the metric. ENter metric and amount data types.
2 - Creat a new rolluo field.
3 - Specify the rollup field to track against goals.
4 - Specify details about the source data the rolls up.
5 - Specify the date field that determines the goal period that the records will roll up into.
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/sales-enterprise/create-edit-goal-metric

NEW QUESTION 73
You need to configure the options for the schedule.
Which options should you configure? 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/resources-service-scheduling

NEW QUESTION 74
You are helping a company implement Power Virtual Agents with Omnichannel for Customer Service.
The company has a chatbot that escalates to a manager if a customer wants to escalate from a chatbot.
You need to configure a prerequisite before you can implement the chatbot.
Which prerequisite should you configure?

A. Create one chatbot in one queue with the chatbot having the highest capacity over human capacity.
B. Configure context variables for a chatbot.
C. Create one chatbot in one queue with a human having a higher capacity over the chatbot.
D. Configure an SMS channel for a chatbot.
E. Configure a Microsoft Teams support channel for the chatbot.

Answer: B

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent

NEW QUESTION 75
You need to enable the Map view for the schedule board. What should you do first?

A. Enable Custom Geolocation.
B. Enable the connection to Bing Maps.
C. Enable service territories.
D. Select a resource details view.

Answer: B

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/field-service/configure- schedule-board

NEW QUESTION 76
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 77
You are a Dynamics 365 forCustomer Service administrator.
Members of the customer support staff must not be available on public holidays in the year 2021.
You need to configure holiday schedules.
Which actions should you perform? To answer, select the appropriate options in theanswer area.
NOTE:Each correct selection is worth one point.

Answer:

Explanation:

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-holidayschedule

NEW QUESTION 78
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 the convert activities functionality with cases
B. Use routing rules
C. Use the add to queue button on a case
D. Use the Assign button on a case

Answer: B

NEW QUESTION 79
You plan to create surveys for a multinational company that manages hotels.
You must create a unique survey for each hotel location.
Which statement is true?

A. You can publish a maximum of 200 surveys.
B. All surveys must use the same theme.
C. You can capture up to 10,000 survey responses per day.
D. You can store unlimited survey responses over time.

Answer: A

Explanation:
https://community.dynamics.com/crm/b/dynamicscrmsupportblog/archive/2017/02/11/voice-of- the-customer-surveys-frequently-asked-questions-faqs-part3

NEW QUESTION 80
Customer service representatives are not able to manually add service-level agreements (SLAs) to a record.
You need to enable on-demand SLAs.
What should you do?

A. Activate the SLA
B. Publish the on-demand SLA
C. Configure the scope of the workflow
D. Request an administrator to add the SLA field to the entity form

Answer: D

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

NEW QUESTION 81
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.
Your company provides clients with Dynamics 365 for Customer Service Voice of the Customer employee satisfaction surveys. The company has a standardized set of survey questions named Satisfaction Survey.
You need to customize the survey for each client.
Solution: Open the source survey and the new survey. Drag the questions from the source survey to the new survey. Then customize the questions.
Does the solution meet the goal?

A. No
B. Yes

Answer: A

NEW QUESTION 82
Which of the following capabilities is only available when using enhanced SLAs?

A. track Key Performance Indicators (KPIs)
B. use security roles to control SLA creation
C. define failure actions
D. pause an SLA

Answer: A

NEW QUESTION 83
You need to configure the options for the schedule.
Which options should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/resources-service-scheduling

NEW QUESTION 84
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.