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Microsoft MB-230 Practice Test - Questions Answers
Question list
List of questions
Related questions
Question 1
You need to configure the queue for telephone-based cases.
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 case from email.
Define an SLA and entitlements and set entitlement values for case numbers.
Configure a status reason transition.
Create a case routing rule.
Automatically create or update records.
Question 2
You need to search for answers to customer claims.
Which type of search should you perform?
Timeline
Quick Find
Related
Detail
Case Relationships
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/search-knowledge-articlescsh#knowledgebasesearch-control
Question 3
You need to ensure that claim disputes conform to the defined case life cycle.
What should you configure?
Related cases
Case Relationships
Timeline
Status Reason Transition
Subject
Question 4
A customer has three cases in process and two cases for the current calendar year.
You need to determine how many cases the customer has left on their entitlement.
How many cases are left?
20
22
23
25
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-definesupport-termscustomer
Question 5
You need to create the SLAs.
Which three SLAs should you create? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
SLA with 24 hours as the failure time and no warning
SLA with 6 hours as the failure time and a one-hour warning
SLA with 6 hours as the failure time and no warning
SLA with one hour as the failure time and no warning
SLA with 24 hours as the failure time and a two-hour warning
Explanation:
An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.
Question 6
DRAG DROP
You need to configure the system to store answers about claims.
Which four actions should you perform in sequence? To answer, move all actions from the list to the answer area and arrange them in the correct order.
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledge-article
Question 7
HOTSPOT
You need to create and configure objects to support the requirements.
How should you configure the system? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Question 8
HOTSPOT
You need to configure the correct settings.
Which settings should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Question 9
DRAG DROP
You need to ensure that customers cannot open more cases than they are allowed.
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.
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer
Question 10
You need to configure the system to notify managers about unhappy patients.
What should you do?
Configure Omnichannel Insights.
Set a routing rule for escalations.
Change the value of the Monitor real-time customer sentiment option to Yes.
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/oc-monitor-real-time-customersentimentsessions
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