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

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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?

Configure the scope of the workflow

Configure the scope of the workflow

Publish the on-demand SLA

Publish the on-demand SLA

Activate the SLA

Activate the SLA

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

Request an administrator to add the SLA field to the entity form
Suggested answer: D

Explanation:


asked 05/10/2024
Thomas Lichtenberger
30 questions

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: Each correct selection is worth one point.

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

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 renews an entitlement for 100 more hours or one year.

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

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.

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.

You need to add notes to the customer's entitlement.
Suggested answer: D, E
asked 05/10/2024
Amanuel Mesfin
43 questions

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?

Add the product to the account

Add the product to the account

Add the products to the case

Add the products to the case

Add the products to the customer's entitlement

Add the products to the customer's entitlement

Add the products to the customer

Add the products to the customer
Suggested answer: C
asked 05/10/2024
TANVIR ANJUM
37 questions

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 routing rule sets.

What should you do first?

Use Lookup to specify the Add to queue value.

Use Lookup to specify the Add to queue value.

Select Edit to the command bar.

Select Edit to the command bar.

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

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

Deactivate the routing rule.

Deactivate the routing rule.
Suggested answer: D
asked 05/10/2024
Herbert Hartwell
38 questions

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 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.

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

Delete the old entitlement. Create a new entitlement 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.

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.

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.

In the old entitlement, zero out the remaining terms and the total terms. Activate the entitlement.
Suggested answer: C
asked 05/10/2024
Trevor O'Brien
37 questions

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?

Use routing rules

Use routing rules

Use the convert activities functionality with cases

Use the convert activities functionality with cases

Use the add to queue button on a case

Use the add to queue button on a case

Use the Assign button on a case

Use the Assign button on a case
Suggested answer: A
asked 05/10/2024
Flamur Kapaj
44 questions

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 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 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 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 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.

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.
Suggested answer: B
asked 05/10/2024
Zulkarnain Hashim
39 questions

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?

Create queues for each channel.

Create queues for each channel.

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

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

Configure entitlement channels.

Configure entitlement channels.

Configure routing rules.

Configure routing rules.
Suggested answer: C
asked 05/10/2024
Preety Koul
39 questions

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 should you configure?

Personal

Personal

Private

Private

Business unit

Business unit

Public

Public
Suggested answer: B

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-upqueuesmanage-activities-cases

asked 05/10/2024
Cynthia Gutknecht
46 questions

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 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

Yes

No

No
Suggested answer: A

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/designbasicsurvey#clone-or-import-an-existing-survey

asked 05/10/2024
Sankalp Wadiwa
34 questions
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