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Home Microsoft MB-230

Microsoft MB-230 Exam Practice Questions (P. 2)

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Question #11
HOTSPOT -
You are implementing Dynamics 365 for Customer Service.
You need to set up available working hours to help desk representatives who have varying schedules.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:


Correct Answer:

Question #12
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.
Select and Place:


Correct Answer:

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

Question #13
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.
Select and Place:


Correct Answer:

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

Question #14
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.
Hot Area:


Correct Answer:

Question #15
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.
Select and Place:


Correct Answer:

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

Question #16
HOTSPOT -
A 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.
Hot Area:


Correct Answer:

Question #17
You are a customer service representative using Dynamics 365 for Customer Service.
You need to identify and eliminate duplicate cases.
What should you do?
  1. A
    Configure Dynamics 365 AI for Customer Service
  2. B
    Use business rules
  3. C
    Merge cases
  4. D
    Use parent-child case relationships

Correct Answer:
B
chatbot-img GPT-4o - Answer
While merging cases (answer C) is a commonly used method to deal with duplicates in customer service scenarios, using business rules (answer B) can also effectively manage duplicate cases by creating conditions that prevent or flag duplicate entries before they become a problem. This preventive measure not only helps in maintaining clean and accurate data but also enhances overall workflow efficiency. Thus, while merging solves the problem of existing duplicates, configuring business rules helps in stopping them from occurring in the first place. Both methods have their benefits in different contexts of duplicate management in Dynamics 365.

Question #18
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?
  1. A
    Validate that customer and case title fields have not been removed as fields that child cases inherit from parent cases. Add product and case-type fields to the list. Set the closure preference setting to Don't allow parent case closure until all child cases are closed.
  2. B
    On the case entity, update the Parent case-Child case 1:N relationship field mapping to include the fields. Create a business rule on the case entity to prevent the parent from closing if it has one or more open child cases.
  3. C
    Create a business rule.
  4. D
    Validate that customer and case title fields have not been removed as fields that child cases inherit from the parent cases. Add product and case-type fields to the list. The closure preference setting does not need to be changed. This is default behavior.

Correct Answer:
A
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases

Question #19
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.
Hot Area:


Correct Answer:

Question #20
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?
  1. A
    Configure service level agreements to be on hold until a call can be made to the customer.
  2. B
    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.
  3. C
    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.
  4. D
    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.

Correct Answer:
D
chatbot-img GPT-4o - Answer
To effectively set up automatic case creation for emails from customers with support contracts in Dynamics 365 for Customer Service, you should focus on ensuring there's a mechanism to verify customer entitlements. This means configuring an automatic record creation and update rule, setting the source type specifically to email. Make sure the rule includes a condition to check for valid entitlements, and if confirmed, to then proceed with case creation. This set up ensures your system is directly responding to contractual needs, streamlining your service operations and maintaining compliance with expected service levels.

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