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

Question list

List of questions

Question 61

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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

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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

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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

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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

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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

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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

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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

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

Question 69

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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

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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

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 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?

Use Lookup to specify the Add to queue value.

Select Edit to the command bar.

Toggle the radio button for Route from user/team to queue.

Deactivate the routing rule.

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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?

Create a new template with the dates and terms. Activate the template.

Delete the old entitlement. Create a new entitlement template.

Add the new end date to the current entitlement and set new terms. Activate the entitlement.

Make a copy of the old entitlement. Activate the copy.

In the old entitlement, zero out the remaining terms and the total terms. Activate the entitlement.

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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?

Use routing rules

Use the convert activities functionality with cases

Use the add to queue button on a case

Use the Assign button on a case

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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?

Set the value of the Total terms field for an entitlement to 20.

Set the entitlement channel option to Phone.

Set the value of the Total terms value to 20.

Set the value of the Total terms field for an entitlement to 20.

Set the entitlement channel option to Email. Set the value of the Total terms field to 20.

Set the value of the Total terms field for an entitlement to 20.

Set the entitlement channel option to Email.

Set the value of the Total terms field to 10.

Add the Phone option. Set the value of the Total Terms field to 10.

Set the value of the Total terms field for an entitlement to 20.

Set the entitlement channel option to Email. Set the value of the Total terms field to 0.

Add the Phone option.

Set the value of the Total Terms field to 10.

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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?

Create queues for each channel.

Create an entity for each channel and configure the relationship with the entitlement.

Configure entitlement channels.

Configure routing rules.

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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?

Personal

Private

Business unit

Public

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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.

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?

Yes

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Total 308 questions

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