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Microsoft MB-230 Practice Test - Questions Answers

List of questions

Question 1

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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.

Create a case from email.

Define an SLA and entitlements and set entitlement values for case numbers.

Define an SLA and entitlements and set entitlement values for case numbers.

Configure a status reason transition.

Configure a status reason transition.

Create a case routing rule.

Create a case routing rule.

Automatically create or update records.

Automatically create or update records.
Suggested answer: B, C
asked 05/10/2024
M.G.Georgantzis QUALCO
30 questions

Question 2

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You need to search for answers to customer claims.

Which type of search should you perform?

Timeline

Timeline

Quick Find

Quick Find

Related

Related

Detail

Detail

Case Relationships

Case Relationships
Suggested answer: C

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/search-knowledge-articlescsh#knowledgebasesearch-control

asked 05/10/2024
matias alvarez
29 questions

Question 3

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You need to ensure that claim disputes conform to the defined case life cycle.

What should you configure?

Related cases

Related cases

Case Relationships

Case Relationships

Timeline

Timeline

Status Reason Transition

Status Reason Transition

Subject

Subject
Suggested answer: D
asked 05/10/2024
Richard lavery
38 questions

Question 4

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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

20

22

22

23

23

25

25
Suggested answer: C

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-definesupport-termscustomer

asked 05/10/2024
Lee, Eduardo
48 questions

Question 5

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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 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 a one-hour warning

SLA with 6 hours as the failure time and no 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 one hour as the failure time and no warning

SLA with 24 hours as the failure time and a two-hour warning

SLA with 24 hours as the failure time and a two-hour warning
Suggested answer: B, D, E

Explanation:


An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.

asked 05/10/2024
Amardeep Kumar
32 questions

Question 6

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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.


Microsoft MB-230 image Question 6 100564 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 6 100564 10052024125735000

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledge-article

asked 05/10/2024
Matteo Picchetti
28 questions

Question 7

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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.


Microsoft MB-230 image Question 7 100565 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 7 100565 10052024125735000
asked 05/10/2024
Jaap van Veldhuizen
45 questions

Question 8

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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.


Microsoft MB-230 image Question 8 100566 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 8 100566 10052024125735000
asked 05/10/2024
fritz villanueva
48 questions

Question 9

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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.


Microsoft MB-230 image Question 9 100567 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 9 100567 10052024125735000

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer

asked 05/10/2024
Beatriz Mejia
42 questions

Question 10

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You need to configure the system to notify managers about unhappy patients.

What should you do?

Configure Omnichannel Insights.

Configure Omnichannel Insights.

Set a routing rule for escalations.

Set a routing rule for escalations.

Change the value of the Monitor real-time customer sentiment option to Yes.

Change the value of the Monitor real-time customer sentiment option to Yes.
Suggested answer: C

Explanation:

Reference:

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

asked 05/10/2024
Arnaldo Martinez 2-30793
42 questions
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