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Microsoft MB-230 Practice Test - Questions Answers, Page 22

Question list

List of questions

Question 211

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HOTSPOT You configure Dynamics 365 Customer Service. Managers require a custom dashboard with the following: • A list of customers who have the most cases open. • A list of customers who have the

Question 212

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HOTSPOT You are an Omnichannel supervisor for a company. The manager wants to improve response times and customer satisfaction. You need to configure Omnichannel queues using standard functionali

Question 213

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DRAG DROP You are setting up channels for Omnichannel for Customer Service. You want to set up a channel for a WhatsApp app. You need to configure the channel. Which four actions should you perf

Question 214

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HOTSPOT A GOV company has satellite offices that service local areas. Each office must have full control over its own resources. You need to configure the organizational units to reflect the sate

Question 215

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HOTSPOT A GOV company installs and services air filtering units for industrial manufacturing plants. The company is implementing Dynamics 365 Customer Service. Each regional location has only two

Question 216

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HOTSPOT You are a Dynamics 365 for Customer Service administrator. You need to manage business process flows. What should you configure? To answer, select the appropriate configuration in the ans

Question 217

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HOTSPOT You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review. You approve some articles and rever

Question 218

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DRAG DROP You are configuring Dynamics 365 Customer Service. Child cases must inherit the customer name and contact from the parent case when opened. You need to configure the case inheritance.

Question 219

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HOTSPOT A computer repair company employs technicians. Some technicians fix hardware issues and some fix software issues. A case is opened for each customer call. Technicians are sent to customers

Question 220

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HOTSPOT A GOV company installs and services air filtering units for industrial manufacturing plants. The company is implementing Dynamics 365 Customer Service. Each regional location has only two

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 211

HOTSPOT

You configure Dynamics 365 Customer Service. Managers require a custom dashboard with the following:

• A list of customers who have the most cases open.

• A list of customers who have the most missed service-level agreements (SLAs) sorted by contact.

• A list of top call takers for the week.

• A list of the cases that took the most amount of time to resolve.

The custom dashboard must be available for all users to use.

You need to configure the system.

What should you configure? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

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Question 212

HOTSPOT

You are an Omnichannel supervisor for a company.

The manager wants to improve response times and customer satisfaction.

You need to configure Omnichannel queues using standard functionality.

Which capabilities should you enable? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

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Question 213

DRAG DROP

You are setting up channels for Omnichannel for Customer Service.

You want to set up a channel for a WhatsApp app.

You need to configure the channel.

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.

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Question 214

HOTSPOT

A GOV company has satellite offices that service local areas.

Each office must have full control over its own resources.

You need to configure the organizational units to reflect the satellite office structure.

Which entities should you use to relate to the organizational units? To answer, select the appropriate options in the answer area.

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Question 215

HOTSPOT

A GOV company installs and services air filtering units for industrial manufacturing plants. The company is implementing Dynamics 365 Customer Service.

Each regional location has only two advanced diagnostic units. The company charges customers a higher rate when the company uses a unit.

You need to configure the system to optimize work scheduling.

What should you configure? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

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Question 216

HOTSPOT

You are a Dynamics 365 for Customer Service administrator.

You need to manage business process flows.

What should you configure? To answer, select the appropriate configuration in the answer area.

NOTE: Each correct selection is worth one point.

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Question 217

HOTSPOT

You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review.

You approve some articles and revert some articles to draft status.

For each action, what should you do next? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

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Question 218

DRAG DROP

You are configuring Dynamics 365 Customer Service.

Child cases must inherit the customer name and contact from the parent case when opened.

You need to configure the case inheritance.

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 219

HOTSPOT

A computer repair company employs technicians. Some technicians fix hardware issues and some fix software issues.

A case is opened for each customer call. Technicians are sent to customers' homes when issues cannot be fixed over the phone. The company implements Dynamics 365 Customer Service and wants to start scheduling the technicians' in- person appointments.

The requirements for scheduling appointments are as follows:

Schedule an appointment with the technician who is located closest to a customer.

Schedule an appointment based on whether the issue is hardware or software.

The dispatcher who schedules appointments must not be able to configure the system.

You need to configure the system to meet the requirements.

Which options should you use? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

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Question 220

HOTSPOT

A GOV company installs and services air filtering units for industrial manufacturing plants. The company is implementing Dynamics 365 Customer Service.

Each regional location has only two advanced diagnostic units. The company charges customers a higher rate when the company uses a unit.

You need to configure the system to optimize work scheduling.

What should you configure? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.