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Microsoft MB-230 Practice Test - Questions Answers, Page 16

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Question 151

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DRAG DROP

You are a Dynamics 365 system administrator.

Your customer service team must define goal metrics to track and measure all resolved cases.

You need to create a goal metric with a rollup field.

In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.


Microsoft MB-230 image Question 151 100709 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 151 100709 10052024125735000

Explanation:

References:

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/sales-enterprise/create-edit-goal-metric

asked 05/10/2024
Gajendran Balasingam
39 questions

Question 152

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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.


Microsoft MB-230 image Question 152 100710 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 152 100710 10052024125735000
asked 05/10/2024
Colin Huisman
36 questions

Question 153

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DRAG DROP

You are a Dynamics 365 for Customer Service administrator.

You need to import cases from a file without applying routing rules.

Which three 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 153 100711 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 153 100711 10052024125735000

Explanation:

References:

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/create-rules-automatically-route-cases

asked 05/10/2024
Daniel Schiller
29 questions

Question 154

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HOTSPOT

You are using Dynamics 365 for Customer Service. You have existing routing rules.

You need to create a routing rule for cases and bulk-import cases.

Which actions should you perform? To answer, select the appropriate action in the dialog box in the answer area.

NOTE: Each correct selection is worth one point.


Microsoft MB-230 image Question 154 100712 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 154 100712 10052024125735000
asked 05/10/2024
ERIC MERRILL
41 questions

Question 155

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DRAG DROP

A customer uses Dynamics 365 for Customer Service.

Customer service representatives must be able to create knowledge base articles.

You need to ensure that all knowledge base articles are submitted for review and approval before they are made available to use.

Which four actions must be performed in sequence to enable Knowledgebase articles to be available for all Customer service reps when searching the knowledgebase? 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 155 100713 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 155 100713 10052024125735000

Explanation:

References:

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hub-user-guide-knowledge-article

asked 05/10/2024
Takenobu Tanida
36 questions

Question 156

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HOTSPOT

A GOV company implements Dynamics 365 for Customer Service.

Which status reason is used for each case status? To answer, select the appropriate option in the answer area.

NOTE: Each correct selection is worth one point.


Microsoft MB-230 image Question 156 100714 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 156 100714 10052024125735000
asked 05/10/2024
Roberto Ramadhin
32 questions

Question 157

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HOTSPOT

You are a customer service representative working with cases in Dynamics 365 for Customer Service.

You need to manage multiple lists of cases.

Which actions should you perform? To answer, select the appropriate configuration in the answer area.

NOTE: Each correct selection is worth one point.


Microsoft MB-230 image Question 157 100715 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 157 100715 10052024125735000
asked 05/10/2024
Max Archer
38 questions

Question 158

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DRAG DROP

You make a phone call regarding an existing case record.

You need to create a phone call activity that appears on the case record timeline.

Which three 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 158 100716 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 158 100716 10052024125735000
asked 05/10/2024
Do Hien
47 questions

Question 159

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HOTSPOT

A client plans to implement a case resolution process.

Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.


Microsoft MB-230 image Question 159 100717 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 159 100717 10052024125735000
asked 05/10/2024
Philippe Chretien
44 questions

Question 160

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HOTSPOT

You use Dynamics 365 for Customer Service.

You need to merge cases.

What is the outcome for the merge process? To answer, select the appropriate configuration in the answer area.

NOTE: Each correct selection is worth one point.


Microsoft MB-230 image Question 160 100718 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 160 100718 10052024125735000
asked 05/10/2024
Siddig Ahmed
47 questions
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