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Microsoft MB-230 Practice Test - Questions Answers, Page 7

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List of questions

Question 61

Customer service representatives are not able to manually add service-level agreements (SLAs) to a record.

You need to enable on-demand SLAs.

What should you do?

Configure the scope of the workflow

Publish the on-demand SLA

Activate the SLA

Request an administrator to add the SLA field to the entity form

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Question 62

You are a Dynamics 365 for Customer Service administrator.

You need to deactivate entitlements.

When should you deactivate entitlements? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

A customer's entitlement has ended and no more support is desired.

A customer renews an entitlement for 100 more hours or one year.

A customer calls and wants to know how many hours of support remain.

The customer must change remaining support hours from all email support to one-half email support and one-half phone support.

You need to add notes to the customer's entitlement.

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Question 63

You are a customer service manager using Dynamics 365 for Customer Service.

You need to restrict support to the products that a customer has purchased.

What should you do?

Add the product to the account

Add the products to the case

Add the products to the customer's entitlement

Add the products to the customer

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Question 64

You manage a Dynamics 365 for Customer Service environment. You create and activate a routing rule.

You need to modify the routing rule to a target a queue instead of a user. You navigate to routing rule sets.

What should you do first?

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Question 65

You manage a Dynamics 365 for Customer Service environment.

The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entitlement.

You need to create the entitlement for the customer.

What should you do?

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Question 66

You are using Dynamics 365 for Customer Service.

You need to automate the process of adding cases to a queue.

What should you do?

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Question 67

You are a Dynamics 365 for Customer Service administrator.

Your company provides standard support contracts for 20 hours of email support. Phone is offered as a premium service in allotments of 10 incidents.

You need to set up an entitlement template for the standard support.

What should you configure?

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Question 68

You are using Dynamics 365 for Customer Service.

You need to create the entitlements for your customers.

What should you do?

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Question 69

You are a customer service manager for A P-L-U-S company using Dynamics 365 for Customer Service.

You need to set up queues to manage support. You assign a team to each queue.

What type of queue should you configure?

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Question 70

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.

Your company provides clients with Dynamics 365 for Customer Service Voice of the Customer employee satisfaction surveys. The company has a standardized set of survey questions named Satisfaction Survey.

You need to customize the survey for each client.

Solution: Clone the satisfaction survey and customize the questions.

Does the solution meet the goal?

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Total 320 questions

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Question

Case Study

Question 61 (0)

Customer service representatives are not able to manually add service-level agreements (SLAs) to a record. You need to enable on-demand SLAs. What should you do?

Question 62 (0)

You are a Dynamics 365 for Customer Service administrator. You need to deactivate entitlements. When should you deactivate entitlements? Each correct answer presents a complete solution. NOTE: Ea

Question 63 (0)

You are a customer service manager using Dynamics 365 for Customer Service. You need to restrict support to the products that a customer has purchased. What should you do?

Question 64 (0)

You manage a Dynamics 365 for Customer Service environment. You create and activate a routing rule. You need to modify the routing rule to a target a queue instead of a user. You navigate to routin

Question 65 (0)

You manage a Dynamics 365 for Customer Service environment. The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entit

Question 66 (0)

You are using Dynamics 365 for Customer Service. You need to automate the process of adding cases to a queue. What should you do?

Question 67 (0)

You are a Dynamics 365 for Customer Service administrator. Your company provides standard support contracts for 20 hours of email support. Phone is offered as a premium service in allotments of 10

Question 68 (0)

You are using Dynamics 365 for Customer Service. You need to create the entitlements for your customers. What should you do?

Question 69 (0)

You are a customer service manager for A P-L-U-S company using Dynamics 365 for Customer Service. You need to set up queues to manage support. You assign a team to each queue. What type of queue s

Question 70 (0)

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

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 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?

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 company sells and services bicycles. The company uses Dynamics 365 Sales and Dynamics 365 Customer Service. You create a custom table named Bicycle A user tries to create a personal view with information from the Bicycle table. The user wants to add customer information from the Account table, but the columns are unavailable You need to make the Account columns available to the Bicycles table. What should you configure?

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.

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.

HOTSPOT You are a Dynamics 365 for Customer Service administrator. Members of the customer support staff must not be available on public holidays in the year 2021. You need to configure holiday schedules. Which actions should you perform? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

HOTSPOT A company that manufactures industrial heating, ventilation, and air conditioning units (HVAQ implements Dynamics 365 Customer Service. Following each installation, customers must be surveyed about their satisfaction of the installation and the conduct of the installers. You need to recommend the appropriate question types. Which question types should you recommend? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

HOTSPOT A company uses Customer Service to manage support cases and agent performance. The company plans to implement historical analytics. You need to implement historical analytics by using out-of-the-box solutions when possible. Which solutions should you use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

DRAG DROP Your company uses Dynamics 365 Customer Service. The company wants to send a customer survey to each customer when a case is closed. The survey must include the following: * An area with a list of questions that rate the answers as poor, average, or great. * A question that rates whether the customer would recommend your company to others. The company wants to exclude symbols from any of the question types. You need to configure the question types. Which question type should you use? To answer, drag the appropriate question type to the correct requirement. Each question type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content. NOTE: Each correct selection is worth one point.

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