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Microsoft MB-230 Practice Test - Questions Answers, Page 6

List of questions

Question 51

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You use Dynamics 365 for Customer Service.

You need to create business process flows.

Which three entities can you use? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

Goal

Goal

Case

Case

Letter

Letter

Social activity

Social activity

Rollup queries

Rollup queries
Suggested answer: B, C, D
asked 05/10/2024
Krishna Mody
37 questions

Question 52

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You are configuring a single business process flow in Dynamics 365 for Customer Service.

You need to design the business process flow.

What should you do?

Merge peer branches to a single stage when merging branches.

Merge peer branches to a single stage when merging branches.

Span the process across 10 unique entities.

Span the process across 10 unique entities.

Combine multiple conditions in a rule by using both the AND and OR operators.

Combine multiple conditions in a rule by using both the AND and OR operators.

Use 40 steps per stage.

Use 40 steps per stage.
Suggested answer: A

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/enhanceQuestions& Answers PDF P-52business-processflows-branching

asked 05/10/2024
maria rocio ucha paz
40 questions

Question 53

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Your organization plans to use Microsoft Power BI to access and analyze data in Dynamics 365 for Customer Service.

You need to configure a Power BI connection to a Dynamics 365 organization named Contoso.

Which service URL should you use?

https://contoso.crm.dynamics.com

https://contoso.crm.dynamics.com

https://disco.crm.dynamics.com/xrmservices/2011/discovery.svc

https://disco.crm.dynamics.com/xrmservices/2011/discovery.svc

https://contoso.api.crm.dynamics.com/xrmservices/2011/organization.svc

https://contoso.api.crm.dynamics.com/xrmservices/2011/organization.svc

https://disco.crm.dynamics.com/api/discovery/v9.1

https://disco.crm.dynamics.com/api/discovery/v9.1
Suggested answer: A
asked 05/10/2024
Jaques Rautenbach
36 questions

Question 54

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A P-L-U-S company has the following business units:

Call center

Customer service

Digital response

Escalation

The security roles have not been modified. The customer service business unit is the parent of all other business units. Each business unit has its own queues. Customer service cases are routed to the appropriate individuals by using the queues.

You need to ensure that a specific user within the customer service business unit can read all queues within the parent and child business units.

Which security role should you assign to the user?

Customer service manager

Customer service manager

Scheduler

Scheduler

Customer service representative

Customer service representative

System customizer

System customizer
Suggested answer: A
asked 05/10/2024
Areeluck Parnsoonthorn
38 questions

Question 55

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

You need to identify and eliminate duplicate cases.

What should you do?

Configure Dynamics 365 AI for Customer Service

Configure Dynamics 365 AI for Customer Service

Use business rules

Use business rules

Merge cases

Merge cases

Use parent-child case relationships

Use parent-child case relationships
Suggested answer: B
asked 05/10/2024
Frank Acosta
38 questions

Question 56

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You are a system administrator for Dynamics 365 for Customer Service.

All child cases must inherit the product, customer name, case title, and case type from the parent case. Parent cases must not be closed until all child cases are closed.

You need to configure cases.

What should you do?

Set the closure preference setting to Don't allow parent case closure until all child cases are closed.

Set the closure preference setting to Don't allow parent case closure until all child cases are closed.

Set the closure preference setting to Don't allow parent case closure until all child cases are closed. In Settings, navigate to Customizations. On the case entity, update the Incident-Incident Resolution case relationship field mapping to include the fields.

Set the closure preference setting to Don't allow parent case closure until all child cases are closed. In Settings, navigate to Customizations. On the case entity, update the Incident-Incident Resolution case relationship field mapping to include the fields.

Create a business rule.

Create a business rule.

Add the product and case type fields as fields that child cases will inherit from the parent case. Set the closure preference setting to Don't allow parent case closure until all child cases are closed.

Add the product and case type fields as fields that child cases will inherit from the parent case. Set the closure preference setting to Don't allow parent case closure until all child cases are closed.
Suggested answer: D
asked 05/10/2024
Timothy Brown
33 questions

Question 57

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You manage Dynamics 365 for Customer Service.

You need to configure automatic case creation for emails received by customers who have a support contract.

What should you do?

Configure service level agreements to be on hold until a call can be made to the customer.

Configure service level agreements to be on hold until a call can be made to the customer.

Create an automatic record creation and update rule. Set the source type to email. Configure the rule to send automatic email responses to customers when records are created.

Create an automatic record creation and update rule. Set the source type to email. Configure the rule to send automatic email responses to customers when records are created.

Create an automatic record creation and update rule. Set the source type to service activity.

Configure the rule to send automatic email responses to customers when records are created.

Create an automatic record creation and update rule. Set the source type to service activity.

Configure the rule to send automatic email responses to customers when records are created.

Create an automatic record creation and update rule. Set the source type to email. If a valid entitlement exists, configure the rule to create a case.

Create an automatic record creation and update rule. Set the source type to email. If a valid entitlement exists, configure the rule to create a case.
Suggested answer: D
asked 05/10/2024
Han Valk
46 questions

Question 58

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A customer service organization plans to implement knowledge management for a custom entity named Root Cause Analysis.

Users must be able to search, link, and rate knowledge articles. Users must be provided with suggested knowledge articles.

You need to configure Dynamics 365 for Customer Service.

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

NOTE: Each correct selection is worth one point.

Navigate to the Knowledge Base Management Settings wizard. Then, navigate to Record types and select Root Cause Analysis.

Navigate to the Knowledge Base Management Settings wizard. Then, navigate to Record types and select Root Cause Analysis.

Add a lookup to the article entity.

Add a lookup to the article entity.

In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a knowledge base search control.

In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a knowledge base search control.

In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a subgrid for knowledge articles.

In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a subgrid for knowledge articles.

In Solution Explorer, select the Root Cause Analysis entity and then select Knowledge management.

In Solution Explorer, select the Root Cause Analysis entity and then select Knowledge management.
Suggested answer: A, C, E
asked 05/10/2024
Kong Yew Kuen
38 questions

Question 59

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A P-L-U-S company implements Dynamics 365 for Customer Service. You are assigned a case.

You accidently close the case before completing your work.

You need to ensure that you can continue to work on the case.

What should you do?

Reassign the case

Reassign the case

Reactivate the case

Reactivate the case

Clone the case

Clone the case

Change the status reason to In Progress

Change the status reason to In Progress
Suggested answer: B
asked 05/10/2024
Abdul Majid Pasha
39 questions

Question 60

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A P-L-U-S company uses Dynamics 365 for Customer Service. A case in the queue is routed to you.

You will be going on a vacation.

You need to assign the case to someone else.

What should you do?

Release the case.

Release the case.

Route the case to another queue.

Route the case to another queue.

Share the case.

Share the case.

Escalate the case

Escalate the case
Suggested answer: A
asked 05/10/2024
Johnny Oostdijk
24 questions
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