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.

Modify the existing solution and the case entity. Edit the status reason and add an additional status reason value.

Create a new solution and add the existing Case entity. Select Status Reason and add a new value.

Navigate to Cases in the Customer Service Hub app. Open a record, edit the form, and then edit the Status reason field.

Modify the existing solution and the case entity. Edit the status reason and add an additional status reason value.

Create a new solution and add the existing Case entity. Select Status Reason and add a new value.

Modify the existing solution. Add another entity named Status. Then, create a status reason field with additional options.

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.

Update the customer, contact, or product field on an existing case.

Update the description field on an existing case.

Add an activity to an existing case.

You are a Dynamics 365 Customer Service administrator. You are creating a customer service schedule.You need to ensure that the schedule shows the correct time zone for available customer service hours.What should you do?

Set the time zone in each customized schedule.

Allow the system to automatically convert to each user's time zone when a user signs in.

Set the time zone in Dynamics 365 personal options.

Set the time zone to GMT (Coordinated Universal Time) to enable conversion when you sign in.

A P-L-U-S company uses Dynamics 365 Customer Service.The schedule shows working intervals of 45 minutes. The intervals cause customer service representatives to have too much free time during working hours. The company wants to change the intervals to every 30 minutes.You need to configure the intervals.What should you configure?

Schedule with travel time and distance

Schedule within time constraints

You are helping A P-L-U-S 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?

Configure context variables for a chatbot.

Create one chatbot in one queue with a human having a higher capacity over the chatbot.

Create one chatbot in one queue with the chatbot having the highest capacity over human capacity.

Configure a Microsoft Teams support channel for the chatbot.

Configure an SMS channel for a chatbot.

A P-L-U-S company is implementing Omnichannel for Customer Service.The company separates agents into teams for billing, new product inquiries, support, and warranty.The new product team currently handles text messages, emails, and live chats from the company website.The company plans to release a new product. Before the new product launch, the company wants to add the ability to manage conversations coming in from Facebook and Twitter.You need to configure the system with the least amount of effort.What should you do?

Add the new channel to the existing work stream.

Create a new resource characteristic.

Create a new work stream for each channel.

Add the new channel to the existing work stream.

A customer needs to know how data from third-party applications can be reported on in a Customer Service Insights dashboard.You need to advise the customer on how to display the data.What should the customer use?

data integration data maps With Common Data Service

lead and opportunity data from Common Data Service

call intelligence data from Common Data Service

ding web search for data creation data in Common Data Service

data integration data maps With Common Data Service

You are implementing a help desk system that enables users to submit cases by using telephone or email.You need to ensure that cases are classified correctly.What should you do?

Create security roles by support function. Assign the security role to users.

You are a Dynamics 365 Customer Service administrator. Emails are automatically converted to cases.Users report that emails are no longer being converted to cases.What is the possible cause?

The workflow process has been deactivated.

The Dynamics Flow process is not running.

Your user ID does not have permission to run the process effectively.

The workflow process has been deactivated.

The solution has not been published.

You are an administrator of a Dynamics 365 Customer Service system for a computer support company.Team members must handle cases as follows:A case for a new customer follows a different process than for a returning customer.A case for a returning customer who has a contract follows a different process than for a customer who is pay as you go.All cases must be researched and resolved.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?

Create a business process now that branches.

Create two different forms and a business process flow for each type of customer.

Create a Power Automate now that branches.

Create two different queues for the different types of customers.

A P-L-U-S company is implementing a customized app that will automatically route cases.You need to determine the correct URL to connect to the app location in the cloud.Which URL format should you use?

https://"<"org">.dynamics.com/apps

https://"<"org">.crm.dynamics.com/

https://<orgname>.<CRMRegion>.dynamics.com/Apps/uniquename/<AppUniqueName>

You are using Dynamics 365 Customer Service to create and activate entitlements.Customer service representatives state that the entitlement status is set to Waiting, and they cannot use the entitlement. You must ensure customer service representatives can use the entitlement.You need to identify the entitlement issue.What is the cause of the issue?

The start date of the entitlement is in the future.

The Products or Contact field values have not been configured before activation.

The start date of the entitlement is in the future.

The entitlement has expired and is awaiting renewal.

The end date of the entitlement has been incorrectly configured to a date that has already passed.

Your company uses Dynamics 365 Customer Service. You create the following support offerings.Customers must choose one of the three offerings.Email onlyPhone onlyHalf phone and half emailYou 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.

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

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

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.

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

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

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

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 Dynamics 365 system administrator.The customer service desk needs to be able to apply service level agreements (SLAs) on demand to customers that do not have SLAs.You need to determine how SLAs on demand can be assigned.What are two possible ways to achieve this goal? Each correct answer presents a complete solution.NOTE: Each correct selection is worth one point.

Automatically apply SLAs to records based on business logic.

Assign SLAs manually to records.

Use an existing customer SLA and change the conditions after assigning the SLA to the customer record.

Create a new SLA for each case that does not have a customer SLA.

Go into the SLA configuration and assign it to a customer.

Automatically apply SLAs to records based on business logic.

Assign SLAs manually to records.

You are using Dynamics 365 Customer Service.You need to ensure that customers request support by using email, phone or web, based on their signed contracts with your company.What should you do?

Configure entitlement channels.

Create an entity for each channel and configure the relationship with the entitlement.

Create queues for each channel.

A P-L-U-S company uses Dynamics 365 Customer Service. A client purchases a premium support package that allows six support incidents over two years.You need to set up support entitlement enforcement.Which three attributes should you configure? Each correct answer presents a part of the solution.NOTE: Each correct selection is worth one point.

Set the Restrict based on entitlement terms value

Specify the service-level agreement (SLA)

A customer's entitlement is not available to assign to a case.You need to determine the cause of the customer's issue.What are two possible reasons for the issue? Each correct answer presents a complete solution.NOTE: Each correct selection is worth one point.

The entitlement is in waiting status

The entitlement is set as the default

A P-L-U-S company has a service level agreement (SLA) that they will get a call back from the call center within three business days.The call center regular hours are Monday through Friday 8:00 a.m.-11:00 p.m. Eastern time.The call center is closed on New Year's Day and the day after New Year's. New Year's Day is on a Thursday this year.The company calls for support on the Tuesday before New Year's Day at 8:00 a.m.You need to determine the call center's deadline for the SLA.When will the call center miss their SLA?

The Tuesday after New Year's Day at 8:00 a.m. Eastern time

The Monday after New Year's Day at 8:00 a.m. Eastern time

The Friday after New Year's Day at 8:00 a.m. Eastern time

The Tuesday after New Year's Day at 8:00 a.m. Eastern time

The Saturday after New Year's Day at 8:00 a.m. Eastern time

You are a customer service schedule administrator.A customer has a custom entity that requires its own schedule board.You need to create the schedule board. You configure the custom entity in the Resource Scheduling parameters.What should you do next?

Add a new resource requirement. Add a new view for the custom entity.

Change the default entity name to the custom name. Create a new schedule board for the custom entity.

Disable the schedule board. Configure Resource Scheduling Optimization.

Configure the booking metadata. Create a new schedule board for the custom entity.

A P-L-U-S 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?

one business closure record of a nine-day duration

nine customer service calendar records of a one-day duration

two holiday calendar records of a seven-day duration

three holiday schedule records of a three-day duration

one business closure record of a nine-day duration

Microsoft MB-230 Practice Test 3 - Free Online Exam Prep & Questions

A P-L-U-S 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.

Become a Premium Member for full access

Unlock Premium Member

Microsoft MB-230 Practice Test 3

Question

Microsoft MB-230 Practice Tests

Practice Tests