ExamGecko
Login
Home / Microsoft / MB-230 / List of questions
Ask Question

Microsoft MB-230 Practice Test - Questions Answers, Page 10

List of questions

Question 91

Report
Export
Collapse

You are helping A P-L-U-S company implement Power Virtual Agents with Omnichannel for Customer Service.

The company has a chatbot that escalates to a manager if a customer wants to escalate from a chatbot.

You need to configure a prerequisite before you can implement the chatbot.

Which prerequisite should you configure?

Configure context variables for a chatbot.

Configure context variables for a chatbot.

Create one chatbot in one queue with a human having a higher capacity over the chatbot.

Create one chatbot in one queue with a human having a higher capacity over the chatbot.

Create one chatbot in one queue with the chatbot having the highest capacity over human capacity.

Create one chatbot in one queue with the chatbot having the highest capacity over human capacity.

Configure a Microsoft Teams support channel for the chatbot.

Configure a Microsoft Teams support channel for the chatbot.

Configure an SMS channel for a chatbot.

Configure an SMS channel for a chatbot.
Suggested answer: A

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent

asked 05/10/2024
CHING SHENG WU
36 questions

Question 92

Report
Export
Collapse

A P-L-U-S company is implementing Omnichannel for Customer Service.

The company separates agents into teams for billing, new product inquiries, support, and warranty.

The new product team currently handles text messages, emails, and live chats from the company website.

The company plans to release a new product. Before the new product launch, the company wants to add the ability to manage conversations coming in from Facebook and Twitter.

You need to configure the system with the least amount of effort.

What should you do?

Create a new resource characteristic.

Create a new resource characteristic.

Create a routing rule.

Create a routing rule.

Create a new work stream for each channel.

Create a new work stream for each channel.

Add the new channel to the existing work stream.

Add the new channel to the existing work stream.
Suggested answer: D

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams

asked 05/10/2024
sheldan simeina
36 questions

Question 93

Report
Export
Collapse

You are a Dynamics 365 Customer Service administrator.

You are configuring a case dashboard.

You need to filter the dashboard to show only escalated cases and cases that are marked as Request.

Which filter should you use?

Timeframe

Timeframe

Priority

Priority

Global

Global

Visual

Visual
Suggested answer: C

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guidedashboard

asked 05/10/2024
Kushantha Gunawardana
49 questions

Question 94

Report
Export
Collapse

You are implementing Dynamics 365 Customer Service Insights.

The product manager would like to see product sales trends by age group. The groupings are as follows:

Ages 18 and younger

Ages 19-25

Ages 26-40

Ages 41-55

Ages 56 and older

You need to configure the system.

What should you define?

activity

activity

measure

measure

segment

segment

member

member
Suggested answer: B

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-insights/audience-insights/measures

asked 05/10/2024
Kohsuke Shimizu
35 questions

Question 95

Report
Export
Collapse

A customer needs to know how data from third-party applications can be reported on in a Customer Service Insights dashboard.

You need to advise the customer on how to display the data.

What should the customer use?

lead and opportunity data from Common Data Service

lead and opportunity data from Common Data Service

call intelligence data from Common Data Service

call intelligence data from Common Data Service

ding web search for data creation data in Common Data Service

ding web search for data creation data in Common Data Service

data integration data maps With Common Data Service

data integration data maps With Common Data Service
Suggested answer: D

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/use-external-datasources

asked 05/10/2024
Muath Ahmed Saleh AlShuwaer
39 questions

Question 96

Report
Export
Collapse

You are implementing a help desk system that enables users to submit cases by using telephone or email.

You need to ensure that cases are classified correctly.

What should you do?

Configure relevance search

Configure relevance search

Configure categorized search

Configure categorized search

Create security roles by support function. Assign the security role to users.

Create security roles by support function. Assign the security role to users.

Modify' the subject tree.

Modify' the subject tree.
Suggested answer: D

Explanation:

Define subjects to categorize cases, products, and articles.

To edit a subject, in the Subject Tree, select a subject, and then under Common Tasks select Edit Selected Subject.

Reference:

https://docs.microsoft.com/en-us/power-platform/admin/define-subjects-categorize-casesproducts-articles

asked 05/10/2024
Jose M Rivera Vega
38 questions

Question 97

Report
Export
Collapse

You are a Dynamics 365 Customer Service administrator. Emails are automatically converted to cases.

Users report that emails are no longer being converted to cases.

What is the possible cause?

The Dynamics Flow process is not running.

The Dynamics Flow process is not running.

Your user ID does not have permission to run the process effectively.

Your user ID does not have permission to run the process effectively.

The workflow process has been deactivated.

The workflow process has been deactivated.

The solution has not been published.

The solution has not been published.
Suggested answer: C

Explanation:

When a case creation rule is activated, a corresponding workflow is created automatically. If you create or assign a rule, you must have permissions to perform the same action on workflows. The case creation rule is applied and a case is created in context to the permissions that the owner of the case creation rule has.

Note: A workflow can only be activated or deactivated by the workflow owner or by someone with the Act on Behalf of Another User privilege such as the system administrator.

Reference:

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

asked 05/10/2024
Vipul Mehra
34 questions

Question 98

Report
Export
Collapse

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.

A P-L-U-S company uses Dynamics 365 Customer Service Hub.

Customer service representatives must be able to perform a relevance search on name, phone number, email, and queue.

A customer service representative is not able to perform a relevance search for emails.

You need to ensure that the customer service representative can perform relevance searches for email addresses.

Solution: Configure interactive experience global filter.

Does the solution meet the goal?

Yes

Yes

No

No
Suggested answer: B
asked 05/10/2024
Jesus Ignacio Morales Vivancos
42 questions

Question 99

Report
Export
Collapse

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.

A P-L-U-S company uses Dynamics 365 Customer Service Hub.

Customer service representatives must be able to perform a relevance search on name, phone number, email, and queue.

A customer service representative is not able to perform a relevance search for emails.

You need to ensure that the customer service representative can perform relevance searches for email addresses.

Solution: Enable the customization to include Knowledge Management.

Does the solution meet the goal?

Yes

Yes

No

No
Suggested answer: B
asked 05/10/2024
Phanel Xavier
46 questions

Question 100

Report
Export
Collapse

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.

A P-L-U-S company uses Dynamics 365 Customer Service Hub.

Customer service representatives must be able to perform a relevance search on name, phone number, email, and queue.

A customer service representative is not able to perform a relevance search for emails.

You need to ensure that the customer service representative can perform relevance searches for email addresses.

Solution: Enable smart matching.

Does the solution meet the goal?

Yes

Yes

No

No
Suggested answer: B
asked 05/10/2024
Aurelio Chavez
48 questions
Total 308 questions
Go to page: of 31
Search
Open VPLUS File
Convert VPLUS to PDF

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.