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Microsoft MB-230 Practice Test - Questions Answers, Page 3

List of questions

Question 21

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You need to ensure users can search the knowledge base from a case record.

Which two actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

Add Knowledge Base Search control to the dashboard.

Add Knowledge Base Search control to the dashboard.

Check Knowledge Management from the case entity in the solution.

Check Knowledge Management from the case entity in the solution.

Insert the Knowledge Base Search control on the form.

Insert the Knowledge Base Search control on the form.

Select the Knowledge Base Search control from the entity.

Select the Knowledge Base Search control from the entity.

Add the Quick Find option to the views.

Add the Quick Find option to the views.
Suggested answer: B, C
asked 05/10/2024
Francesco MARRELLA
40 questions

Question 22

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You need to add SLA timers to the Case form.

Which two options should you configure? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

Create Quick View Form in SLA KPI Instance entity.

Create Quick View Form in SLA KPI Instance entity.

Create SLA KPI Instance entity.

Create SLA KPI Instance entity.

Create field in case entity with lookup to SLA KPI Instance.

Create field in case entity with lookup to SLA KPI Instance.

Create Quick View Form in Case entity with reference to the SLA KPI Instance entity.

Create Quick View Form in Case entity with reference to the SLA KPI Instance entity.

Insert subgrid from the SLA KPI Instance entity into the Case Main form.

Insert subgrid from the SLA KPI Instance entity into the Case Main form.
Suggested answer: C, E

Explanation:


asked 05/10/2024
Felipe Santos Cardoso
40 questions

Question 23

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You need to create the queue for cases.

What type of queue should you create?

Teams

Teams

Public

Public

Product

Product

Private

Private

Service

Service
Suggested answer: D

Explanation:


asked 05/10/2024
Mohand TIMSILINE
41 questions

Question 24

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You need to configure the system so that an email is sent to a manager about the SLAs according to the requirements.

What should you configure?

Failure Action

Failure Action

Warning Action

Warning Action

Applicable When

Applicable When

Success Criteria

Success Criteria

Success Action

Success Action
Suggested answer: A

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

asked 05/10/2024
Arash Farivarmoheb
42 questions

Question 25

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You need to implement service-level agreements.

Which type of agreements should you implement?

On-demand

On-demand

Standard

Standard

Enhanced

Enhanced

Contact

Contact
Suggested answer: C

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

asked 05/10/2024
Andrew Carver
38 questions

Question 26

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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 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.

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.

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.

Go into the SLA configuration and assign it to a customer.

Automatically apply SLAs to records based on business logic.

Automatically apply SLAs to records based on business logic.

Assign SLAs manually to records.

Assign SLAs manually to records.
Suggested answer: D, E

Explanation:

Apply SLAs on demand.

With the enhancements made to SLAs, you can now apply SLAs to records manually. You can also automatically apply SLAs to records based on your business logic by using workflows or custom plugins.

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

asked 05/10/2024
Arun kumar
37 questions

Question 27

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HOTSPOT

You need to meet the automatic case creation requirements.

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

NOTE: Each correct selection is worth one point.


Microsoft MB-230 image Question 27 100585 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 27 100585 10052024125735000

Explanation:

Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-email

https://cloudblogs.microsoft.com/dynamics365/it/2017/07/25/convert-email-to-a-case-with-a-few-clicks-in-dynamics-365-appfor-outlook/

asked 05/10/2024
Paul Devlin
36 questions

Question 28

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HOTSPOT

You need to ensure cases are handled correctly.

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

NOTE: Each correct selection is worth one point.


Microsoft MB-230 image Question 28 100586 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 28 100586 10052024125735000

Explanation:

Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/overview-unified-routing

asked 05/10/2024
Aldays Kausiona
43 questions

Question 29

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HOTSPOT

You need to decide which action is applicable in the SLA.

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

NOTE: Each correct selection is worth one point.


Microsoft MB-230 image Question 29 100587 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 29 100587 10052024125735000

Explanation:

Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

asked 05/10/2024
Heritier kandolo
47 questions

Question 30

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DRAG DROP

You need to create an entitlement template. In System Settings, you navigate to Service Management.

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.


Microsoft MB-230 image Question 30 100588 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 30 100588 10052024125735000

Explanation:

Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entitlements-templates

asked 05/10/2024
Jered Anderson
40 questions
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