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Microsoft MB-230 Practice Test - Questions Answers, Page 11

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List of questions

Question 101

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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

Question 102

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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 y

Question 103

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A P-L-U-S company must standardize the management of web leads and leads generated across their internal and external sales teams. You need to create an entitlement. Which type of entitlement shou

Question 104

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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

Question 105

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You are a Dynamics 365 Customer Service representative. You need to take the appropriate action when creating new cases to ensure that the automated routing rule is applied. What should you use?

Question 106

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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 entitl

Question 107

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Your company uses Dynamics 365 Customer Service. You create the following support offerings. Customers must choose one of the three offerings. Email only Phone only Half phone and half email Yo

Question 108

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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

Question 109

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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?

Question 110

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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 enforceme

Related questions

An electrical engineering company is implementing Dynamics 365 Customer Service. Engineers schedule work in one-hour blocks. Engineers who complete a job before the end of the one-hour block must not be able to start a new job in that same block. Engineers who require part of an additional one-hour block to complete a job must not be able to start a new job in that additional block. You need to configure the fulfillment preference to meet the requirements. Proposed solution: Change the scheduler time resolution to one hour. Does the solution meet the goal?

A company uses Dynamics 365 Customer Sen/ice. A customer service supervisor must create canvas apps. The environment uses a Microsoft Dataverse database. The supervisor must be able to create new connections and Microsoft Power Automate flows. The supervisor must not have data access privileges to data in the environment. You need to assign a role to the supervisor by using the principle of least privilege. Which security role should you grant to the supervisor?

A customer has a Customer Service environment. The customer plans to use service scheduling. You need to install the service scheduling. What should you use to install the service scheduling?

HOTSPOT You use Dynamics 365 for Customer Service administrator. You plan to create Voice of the Customer surveys. You need to determine which survey question feature is needed to complete the design of the survey. Which survey features should you use? To answer, select the appropriate survey type in the dialog box in the answer area. NOTE: Each correct selection is worth one point.

HOTSPOT A GOV company implements Dynamics 365 for Customer Service. Which status reason is used for each case status? To answer, select the appropriate option in the answer area. NOTE: Each correct selection is worth one point.

You are implementing Omnichannel for Customer Service for a company. The company has set up dedicated teams to handle inquiries from different social platforms. Each team member specializes in a specific product line from the company. However, the team members must be able to pick up any inquiry coming into the team. You need to configure the system. Which two components should you configure? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

A fitness company has several locations. The company implements Dynamics 365 Customer Service and uses it to schedule personal trainer sessions with customers. Customers report the following issues: Customers are assigned personal trainers who do not reside at the customer's location. Customers are assigned personal trainers during the trainers' non-working hours. You need to resolve the issues. Which two settings should you configure? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

You implement Dynamics 365 Customer Service for a call center. The call center supervisor has the following requirements for the Customer Service workspace functionality: • Automate agents' repetitive tasks. • Enable agents to share knowledge articles with customers. You need to ensure that the implementation meets the requirements. Solution: Create a macro with an Omnichannel connector. Does the solution meet the goal?

You work for a power company that uses Dynamics 365 Customer Service. The company provides outdoor smart light bulbs to its customers. Each bulb includes an loT sensor with LTE capabilities. When a light bulb begins to fail, the loT sensor must create a work order to send the customer a replacement bulb. You implement Connected Customer Sen/ice with Azure loT Central and Power Automate, but work orders are not generated. You need to ensure that work orders are generated. What must you set for each bulb?

HOTSPOT You work for a pharmaceutical company that distributes vaccines. Vaccines must be kept below negative 60 degrees Celsius or they cannot be used. The company requires a solution that meets the following requirements: • Monitor vaccine temperatures during transportation. • Create a customer service case if the temperature goes above negative 60 degrees Celsius. You need to implement the solution. Which technologies should you use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

Question 101

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.

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Question 102

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>

https://"<"org">/apps

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Question 103

A P-L-U-S company must standardize the management of web leads and leads generated across their internal and external sales teams.

You need to create an entitlement.

Which type of entitlement should you create?

Multi-channel

Omnichannel

Teams channel

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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.

You are implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2.

You need to set up the queues to meet the following requirements:

Users must have their own queues that no one else can access.

Users must not be able to view each other's queue.

Users must be able to work from the support queue.

Solution:

Set up each user queue to be private.

Set up level1 and level2 queues to be private and add applicable members.

Set up the support queue to be public.

Does the solution meet the goal?

Yes

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Question 105

You are a Dynamics 365 Customer Service representative.

You need to take the appropriate action when creating new cases to ensure that the automated routing rule is applied.

What should you use?

Add to queue

Run workflow

Save and route

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Question 106

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 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.

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Question 107

Your company uses Dynamics 365 Customer Service. You create the following support offerings.

Customers must choose one of the three offerings.

Email only

Phone only

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.

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.

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Question 108

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.

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.

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Question 109

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.

Configure routing rules.

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Question 110

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.

Specify the remaining item

Specify the total term

Specify the end date

Set the Restrict based on entitlement terms value

Specify the service-level agreement (SLA)

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Total 308 questions

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