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Microsoft MB-230 Exam Practice Questions (P. 4)

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Question #31
A company uses Dynamics 365 Customer Service.
You are configuring the advanced similarity rules. You create a similarity rule on cases and put an exact match for the Modified On field in the Match Fields tab.
You test the rule and discover that exact matches do not appear.
You need to determine why the rule is not working.
What are two possible reasons why the rule is not working? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
  1. A
    A Power Automate flow was not created.
  2. B
    The similarity rule is deactivated.
  3. C
    The security role is not set to run the similarity rule.
  4. D
    The similarity rule was not published.
  5. E
    The Modified On field is not set to searchable in the customization of the case entity in the solution.

Correct Answer:
BE
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/suggest-similar-cases-for-a-case

Question #32
You are a help desk representative for an organization using Dynamics 365 Customer Service.
Users need to search within the system for similar cases. None of the out-of-the-box settings have been changed.
You need to determine which search features are available for use by default.
Which two search features are available? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
  1. A
    Advanced Find
  2. B
    Quick Find
  3. C
    Relevance Search
  4. D
    Full-text Quick Find

Correct Answer:
AB
Reference:
https://docs.microsoft.com/en-us/power-platform/admin/configure-relevance-search-organization https://docs.microsoft.com/en-us/powerapps/user/search

Question #33
You are a Dynamics 365 Customer Service administrator.
You need to add a new status reason to the case entity.
What are two possible ways to accomplish the goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
  1. A
    Navigate to Cases in the Customer Service Hub app. Open a record, edit the form, and then edit the Status reason field.
  2. B
    Modify the existing solution and the case entity. Edit the status reason and add an additional status reason value.
  3. C
    Create a new solution and add the existing Case entity. Select Status Reason and add a new value.
  4. D
    Modify the existing solution. Add another entity named Status. Then, create a status reason field with additional options.

Correct Answer:
BC
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-status-reason-transitions-case-management

Question #34
HOTSPOT -
You are using Dynamics 365 Customer Service. You are viewing a knowledge base (KB) article from a case record. Knowledge management is set up to use an external portal.
You need to link the article to the case and share the article with the customer.
What is the solution for each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:


Correct Answer:

 Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/find-knowledge-articles-within-record-dynamics-365

Question #35
You set a default entitlement for a customer.
You need to ensure that the default entitlement is automatically associated with a case.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
  1. A
    Create a case.
  2. B
    Update the customer, contact, or product field on an existing case.
  3. C
    Update the description field on an existing case.
  4. D
    Add an activity to an existing case.

Correct Answer:
AB
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer https://docs.microsoft.com/en-us/power-platform/admin/system-settings-dialog-box-service-tab

Question #36
DRAG DROP -
A Dynamics 365 Customer Service organization uses routing rules to escalate cases.
Security roles have not been modified or created.
You need to modify the routing rule set that is currently in use and enforce the principle of least privilege.
Which five 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:

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

Question #37
HOTSPOT -
You are a Dynamics 365 Customer Service administrator.
You must track issues submitted by customers.
You need to configure case settings for the Service Management module.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:


Correct Answer:

Question #38
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.
You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd.
You need to automatically create cases from emails sent to the [email protected] email address.
Solution: Create an automatic record creation and update rule. Set the Source type to Email, and then select the queue. Configure conditions for record creation.
Does the solution meet the goal?
  1. A
    Yes
  2. B
    No

Correct Answer:
A
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/automatically-create-case-from-email

Question #39
HOTSPOT -
You are a Dynamics 365 Customer Service administrator.
Users inform you about situations in which child cases are not working correctly.
You need to configure the system to correct the issues.
What should you do in each situation? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:


Correct Answer:

 Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases
Manage cases and Knowledge Management

Question #40
You manage a Dynamics 365 for Customer Service environment.
The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entitlement.
You need to create the entitlement for the customer.
What should you do?
  1. A
    Create a new template with the dates and terms. Activate the template.
  2. B
    Delete the old entitlement. Create a new entitlement template.
  3. C
    Add the new end date to the current entitlement and set new terms. Activate the entitlement.
  4. D
    Make a copy of the old entitlement. Activate the copy.
  5. E
    In the old entitlement, zero out the remaining terms and the total terms. Activate the entitlement.

Correct Answer:
C
chatbot-img GPT-4o - Answer
If you need to renew an entitlement that has expired, the best course of action is simply selecting 'Renew' on the command bar when you open the entitlement in Dynamics 365. This process will not modify the original entitlement but will automatically create a new one in 'Draft' status using the same parameters. Once it's set up, you can make necessary date adjustments and activate it again. It's a straightforward method ensuring continuity without the need to manually copy or set new terms extensively, avoiding potential errors or omissions in replicating the terms.

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