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Microsoft MB-230 Practice Test - Questions Answers, Page 16

Question list

List of questions

Question 151

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DRAG DROP 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

Question 152

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HOTSPOT You are configuring a Dynamics 365 for Customer Service instance. Customer service manager cannot create new entitlements for customer service representatives. You need to ensure that cus

Question 153

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DRAG DROP You are a Dynamics 365 for Customer Service administrator. You need to import cases from a file without applying routing rules. Which three actions should you perform in sequence? To an

Question 154

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HOTSPOT You are using Dynamics 365 for Customer Service. You have existing routing rules. You need to create a routing rule for cases and bulk-import cases. Which actions should you perform? To a

Question 155

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DRAG DROP A customer uses Dynamics 365 for Customer Service. Customer service representatives must be able to create knowledge base articles. You need to ensure that all knowledge base articles a

Question 156

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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 corre

Question 157

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HOTSPOT You are a customer service representative working with cases in Dynamics 365 for Customer Service. You need to manage multiple lists of cases. Which actions should you perform? To answer,

Question 158

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DRAG DROP You make a phone call regarding an existing case record. You need to create a phone call activity that appears on the case record timeline. Which three actions should you perform in seq

Question 159

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HOTSPOT A client plans to implement a case resolution process. Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area. NOTE: Each correc

Question 160

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HOTSPOT You use Dynamics 365 for Customer Service. You need to merge cases. What is the outcome for the merge process? To answer, select the appropriate configuration in the answer area. NOTE: E

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 151

DRAG DROP

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.

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Question 152

HOTSPOT

You are configuring a Dynamics 365 for Customer Service instance.

Customer service manager cannot create new entitlements for customer service representatives.

You need to ensure that customer service managers can add new entitlement templates and knowledge base records for customer service representatives.

Which access levels should you apply? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

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Question 153

DRAG DROP

You are a Dynamics 365 for Customer Service administrator.

You need to import cases from a file without applying routing rules.

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.

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Question 154

HOTSPOT

You are using Dynamics 365 for Customer Service. You have existing routing rules.

You need to create a routing rule for cases and bulk-import cases.

Which actions should you perform? To answer, select the appropriate action in the dialog box in the answer area.

NOTE: Each correct selection is worth one point.

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Question 155

DRAG DROP

A customer uses Dynamics 365 for Customer Service.

Customer service representatives must be able to create knowledge base articles.

You need to ensure that all knowledge base articles are submitted for review and approval before they are made available to use.

Which four actions must be performed in sequence to enable Knowledgebase articles to be available for all Customer service reps when searching the knowledgebase? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

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Question 156

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.

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Question 157

HOTSPOT

You are a customer service representative working with cases in Dynamics 365 for Customer Service.

You need to manage multiple lists of cases.

Which actions should you perform? To answer, select the appropriate configuration in the answer area.

NOTE: Each correct selection is worth one point.

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Question 158

DRAG DROP

You make a phone call regarding an existing case record.

You need to create a phone call activity that appears on the case record timeline.

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.