Microsoft MB-230 Exam Practice Questions (P. 3)
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Question #21
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.
Select and Place:
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.
Select and Place:
Question #22
A customer service organization plans to implement knowledge management for a custom entity named Root Cause Analysis.
Users must be able to search, link, and rate knowledge articles. Users must be provided with suggested knowledge articles.
You need to configure Dynamics 365 for Customer Service.
Which three actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Users must be able to search, link, and rate knowledge articles. Users must be provided with suggested knowledge articles.
You need to configure Dynamics 365 for Customer Service.
Which three actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
- ANavigate to the Knowledge Base Management Settings wizard. Then, navigate to Record types and select Root Cause Analysis.
- BAdd a lookup to the article entity.
- CIn Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a knowledge base search control.
- DIn Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a subgrid for knowledge articles.
- EIn Solution Explorer, select the Root Cause Analysis entity and then select Knowledge management.
Correct Answer:
ACE
ACE
GPT-4o - Answer
Enabling knowledge management for a custom entity such as Root Cause Analysis is vital. Begin by enabling the entity for knowledge management (Choice E), as it lets you optimize and use related Dynamics 365 functions. After this initial configuration, navigate to the Knowledge Base Management Settings (Choice A) to include Root Cause Analysis in the knowledge management setup. This ensures that knowledge-related functionalities get properly mapped to the custom entity. Lastly, customize the entity form to incorporate a knowledge base search control (Choice C), enhancing user interaction by enabling search, link, and rating capabilities directly from the entity interface. These steps form a coherent setup process ensuring effective knowledge management integration.
Question #23
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.
Hot Area:
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.
Hot Area:
Question #24
A company implements Dynamics 365 for Customer Service. You are assigned a case.
You accidently close the case before completing your work.
You need to ensure that you can continue to work on the case.
What should you do?
You accidently close the case before completing your work.
You need to ensure that you can continue to work on the case.
What should you do?
- AReassign the case
- BReactivate the case
- CClone the case
- DChange the status reason to In Progress
Correct Answer:
B
B
GPT-4o - Answer
When a case is closed prematurely in Dynamics 365 for Customer Service, the most straightforward way to continue working on it is to reactivate the case. This action restores the case to an active status, allowing further modifications or additions to the case details. Always double-check the status before concluding work on a case to avoid unnecessary reactivation steps.
Question #25
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.
Hot Area:
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.
Hot Area:
Question #26
DRAG DROP -
You are a customer service representative using Dynamics 365 Customer Service Hub.
You need to link the knowledge base records that relate to cases and send articles to customers.
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 them correct order.
Select and Place:
You are a customer service representative using Dynamics 365 Customer Service Hub.
You need to link the knowledge base records that relate to cases and send articles to customers.
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 them correct order.
Select and Place:
Question #27
HOTSPOT -
You are a Dynamics 365 for Customer Service administrator. You enable full-text, relevance, and category search.
You need to use the knowledge base search control to locate knowledge base articles that contain each of the following words anywhere in an article, regardless of which product an article refers to:
Elevator -
✑ Motor
✑ Sizing
How should you configure the search? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
You are a Dynamics 365 for Customer Service administrator. You enable full-text, relevance, and category search.
You need to use the knowledge base search control to locate knowledge base articles that contain each of the following words anywhere in an article, regardless of which product an article refers to:
Elevator -
✑ Motor
✑ Sizing
How should you configure the search? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
Correct Answer:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/basics/relevance-search-results
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/basics/relevance-search-results
Question #28
HOTSPOT -
A company uses Dynamics 365 for Customer Service.
You need to document the case resolution process.
How are each of the cases resolved? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
A company uses Dynamics 365 for Customer Service.
You need to document the case resolution process.
How are each of the cases resolved? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
Correct Answer:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hub-user-guide-case-sla
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hub-user-guide-case-sla
Question #29
HOTSPOT -
You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review.
You approve some articles and revert some articles to draft status.
For each action, what should you do next? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review.
You approve some articles and revert some articles to draft status.
For each action, what should you do next? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
Question #30
A company uses Dynamics 365 for Customer Service. A case in the queue is routed to you.
You will be going on a vacation.
You need to assign the case to someone else.
What should you do?
You will be going on a vacation.
You need to assign the case to someone else.
What should you do?
- ARelease the case.
- BRoute the case to another queue.
- CShare the case.
- DEscalate the case
Correct Answer:
A
A
GPT-4o - Answer
Releasing a case back to the queue, although not explicitly reassigning it to a specific individual, allows others available in the team to pick the case voluntarily. This action is ideal if you need to ensure the case is addressed in your absence but isn't pressing enough to require immediate reassignment to a specific individual. This measure ensures that the work gets done by the next available qualified agent, adhering to usual workflow practices within Dynamics 365 Customer Service without having to manually pick a colleague. This effectively helps manage workload during unforeseen absences like a vacation.
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