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Microsoft MB-230 Practice Test - Questions Answers, Page 12

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Question 111

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You are a Dynamics 365 Customer Service system administrator. You work with the Customer Service Hub application.

You need to enable entities for service-level agreements (SLAs).

For which entity can you enable SLAs?

Contract

Contract

Business unit

Business unit

KPIs

KPIs

Customer service schedule

Customer service schedule

Holiday schedule

Holiday schedule

Account

Account

Suggested answer: F

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/enable-entities-service-levelagreements

asked 05/10/2024
massamba gaye
23 questions

Question 112

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A customer's entitlement is not available to assign to a case.

You need to determine the cause of the customer's issue.

What are two possible reasons for the issue? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

The entitlement is active

The entitlement is active

The entitlement is in waiting status

The entitlement is in waiting status

The entitlement is expired

The entitlement is expired

The entitlement was renewed

The entitlement was renewed

The entitlement is set as the default

The entitlement is set as the default

Suggested answer: B, C

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-definesupport-terms-customer

asked 05/10/2024
Nickolas Abbas
51 questions

Question 113

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A P-L-U-S company has a service level agreement (SLA) that they will get a call back from the call center within three business days.

The call center regular hours are Monday through Friday 8:00 a.m.-11:00 p.m. Eastern time.

The call center is closed on New Year's Day and the day after New Year's. New Year's Day is on a Thursday this year.

The company calls for support on the Tuesday before New Year's Day at 8:00 a.m.

You need to determine the call center's deadline for the SLA.

When will the call center miss their SLA?

The Monday after New Year's Day at 8:00 a.m. Eastern time

The Monday after New Year's Day at 8:00 a.m. Eastern time

The Friday after New Year's Day at 8:00 a.m. Eastern time

The Friday after New Year's Day at 8:00 a.m. Eastern time

The Tuesday after New Year's Day at 8:00 a.m. Eastern time

The Tuesday after New Year's Day at 8:00 a.m. Eastern time

The Saturday after New Year's Day at 8:00 a.m. Eastern time

The Saturday after New Year's Day at 8:00 a.m. Eastern time

Suggested answer: C

Explanation:

Reference:

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

asked 05/10/2024
Tsige Tessema
31 questions

Question 114

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You are a customer service schedule administrator.

A customer has a custom entity that requires its own schedule board.

You need to create the schedule board. You configure the custom entity in the Resource Scheduling parameters.

What should you do next?

Add a new resource requirement. Add a new view for the custom entity.

Add a new resource requirement. Add a new view for the custom entity.

Change the default entity name to the custom name. Create a new schedule board for the custom entity.

Change the default entity name to the custom name. Create a new schedule board for the custom entity.

Disable the schedule board. Configure Resource Scheduling Optimization.

Disable the schedule board. Configure Resource Scheduling Optimization.

Configure the booking metadata. Create a new schedule board for the custom entity.

Configure the booking metadata. Create a new schedule board for the custom entity.

Suggested answer: A

Explanation:

Before scheduling a lead, a related resource requirement must be created.

Add a requirement view to the schedule board.

After creating a requirement for the lead, it will appear in the Open Requirements view in the lower pane of the schedule board that shows all open requirements related to any schedulable entity. This is a default view for resource scheduling.

However, the views in the lower pane of the schedule board are simply system views and can be edited and added to. It's common to add custom resource requirements views for work orders (or leads in our example). You can create a schedule board view that shows only leads to be scheduled.

Reference:

https://docs.microsoft.com/en-us/dynamics365/field-service/schedule-new-entity

asked 05/10/2024
charles ratchagaraj
37 questions

Question 115

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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. Determine whether the solution meets 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.

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 some 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: Create a fulfillment record and set the interval to one hour.

Does the solution meet the goal?

Yes

Yes

No

No

Suggested answer: A

Explanation:

Fulfillment preferences are customizable entities that let you choose how schedule assistant results are displayed, like with neat hourly appointments or morning and afternoon time windows.

By default, the schedule assistant displays results based entirely on resource schedules and the earliest available time, such as 10:39 AM. With fulfillment preferences set to hourly, the same resource's availability shows as 11:00 AM. This makes it simpler for the scheduler to view and understand availability and communicate it to the customer.

Intervals Intervals display schedule assistant results in neat time slots that dictate start time of subsequent bookings. When configured as 30-minute intervals, the schedule assistant will display a resource available at 9:27 AM as available at 9:30 AM and will book the start time (arrival time) for 9:30 AM.

This includes travel time for onsite requirements and work orders, meaning travel time will begin before 9:30 AM, and a field resource will arrive and start work at 9:30 AM.

Reference:

https://docs.microsoft.com/en-us/dynamics365/field-service/set-up-time-groups

asked 05/10/2024
Shivanth Jha
34 questions

Question 116

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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. Determine whether the solution meets 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.

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 some 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: Configure the working hours calendar to allow one-hour resource booking blocks.

Does the solution meet the goal?

Yes

Yes

No

No

Suggested answer: B

Explanation:

Instead: Proposed solution: Create a fulfillment record and set the interval to one hour.

Note: Fulfillment preferences are customizable entities that let you choose how schedule assistant results are displayed, like with neat hourly appointments or morning and afternoon time windows.

By default, the schedule assistant displays results based entirely on resource schedules and the earliest available time, such as 10:39 AM. With fulfillment preferences set to hourly, the same resource's availability shows as 11:00 AM. This makes it simpler for the scheduler to view and understand availability and communicate it to the customer.

Intervals Intervals display schedule assistant results in neat time slots that dictate start time of subsequent bookings. When configured as 30-minute intervals, the schedule assistant will display a resource available at 9:27 AM as available at 9:30 AM and will book the start time (arrival time) for 9:30 AM.

This includes travel time for onsite requirements and work orders, meaning travel time will begin before 9:30 AM, and a field resource will arrive and start work at 9:30 AM.

Reference:

https://docs.microsoft.com/en-us/dynamics365/field-service/set-up-time-groups

asked 05/10/2024
Lazar Marinovic
34 questions

Question 117

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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. Determine whether the solution meets 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.

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 some 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: Create a timegroup with the preference setting of one hour.

Does the solution meet the goal?

Yes

Yes

No

No

Suggested answer: B

Explanation:

Time groups enable schedulers to search and view results as blocks of time when using the schedule assistant. Typical examples include mornings, afternoon, nights, and 2-hour windows. Unlike intervals, time groups do not dictate the start time of subsequent bookings. Time groups organize results, but leave the start time/arrival time as-is, based on the particular resource's schedule.

Instead: Proposed solution: Create a fulfillment record and set the interval to one hour.

Note: Fulfillment preferences are customizable entities that let you choose how schedule assistant results are displayed, like with neat hourly appointments or morning and afternoon time windows.

By default, the schedule assistant displays results based entirely on resource schedules and the earliest available time, such as 10:39 AM. With fulfillment preferences set to hourly, the same resource's availability shows as 11:00 AM. This makes it simpler for the scheduler to view and understand availability and communicate it to the customer.

Intervals Intervals display schedule assistant results in neat time slots that dictate start time of subsequent bookings. When configured as 30-minute intervals, the schedule assistant will display a resource available at 9:27 AM as available at 9:30 AM and will book the start time (arrival time) for 9:30 AM.

This includes travel time for onsite requirements and work orders, meaning travel time will begin before 9:30 AM, and a field resource will arrive and start work at 9:30 AM.

Reference:

https://docs.microsoft.com/en-us/dynamics365/field-service/set-up-time-groups

asked 05/10/2024
mark obrien
43 questions

Question 118

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A P-L-U-S company closes the business each year for nine business days.

You need to configure the system to reflect the business closure while minimizing the number of records that you must create in the system.

What should you create?

nine customer service calendar records of a one-day duration

nine customer service calendar records of a one-day duration

two holiday calendar records of a seven-day duration

two holiday calendar records of a seven-day duration

three holiday schedule records of a three-day duration

three holiday schedule records of a three-day duration

one business closure record of a nine-day duration

one business closure record of a nine-day duration

Suggested answer: D

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/set-when-business-closed-csh

asked 05/10/2024
Miles Greenyer
40 questions

Question 119

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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.

Customer Service Calendar

Customer Service Calendar

resource skills

resource skills

Work Hours

Work Hours

facility resources

facility resources

Fulfillment Preferences

Fulfillment Preferences

Suggested answer: A, C

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/resources-service-scheduling

asked 05/10/2024
Ellee Chen
40 questions

Question 120

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You need to ensure that an appropriate resource for sick appointments can be scheduled.

What should you configure?

Services

Services

Queues

Queues

Facilities/equipment

Facilities/equipment

Activities

Activities

Suggested answer: A

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/basics-service-service-scheduling

asked 05/10/2024
Nabil MHB
44 questions
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