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Microsoft MB-230 Exam Practice Questions (P. 5)

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Question #41
You are using Dynamics 365 for Customer Service.
You need to automate the process of adding cases to a queue.
What should you do?
  1. A
    Use routing rules
  2. B
    Use the convert activities functionality with cases
  3. C
    Use the add to queue button on a case
  4. D
    Use the Assign button on a case

Correct Answer:
A
chatbot-img GPT-4o - Answer
Indeed, the optimal way to automate the addition of cases to a queue within Dynamics 365 for Customer Service is by implementing routing rules. These rules can dynamically direct cases to specific queues based on predefined criteria, ensuring that each case is handled by the most appropriate resources without manual intervention. This functionality not only enhances efficiency but also helps in maintaining consistency in case management processes.

Question #42
You are a Dynamics 365 for Customer Service administrator.
Your company provides standard support contracts for a total of 20 hours of email support. All 20 hours are for email support only. Phone support is offered as a premium service in allotments of 10 incidents.
You need to set up an entitlement template for the standard support.
What should you configure?
  1. A
    Set up an entitlement record for each account. Set the value of the Total terms field for an entitlement to 20. Do not configure an entitlement channel.
  2. B
    Set the value of the Total terms field for an entitlement to 20. Set the value of the entitlement channel option to Email.
  3. C
    Set up an entitlement record for each account. Set the value of the Total terms field for an entitlement to 20. Set the entitlement channel option to Web. Set the value of the Total terms field to 20.
  4. D
    Set the value of the Total terms field for an entitlement to 20. Set the entitlement channel option to Email. Set the value of the Total terms field to 0. Add the Phone option. Set the value of the Total Terms field to 10.

Correct Answer:
D
chatbot-img GPT-4o - Answer
For setting up the entitlement template for standard email support, it’s crucial to configure the entitlement channel specifically for Email and set the Total Terms field to 20. This configuration directly corresponds to the company's provision of 20 hours of email-only support under the standard support contract. Ensuring the entitlement is clearly defined for email helps prevent misapplication of the terms to other support channels like phone, which is separately categorized as a premium service. Remember, correct entitlement setup is key to managing customer expectations and service deliverables efficiently.

Question #43
You are using Dynamics 365 for Customer Service.
You need to create the entitlements for your customers.
What should you do?
  1. A
    Create queues for each channel.
  2. B
    Create an entity for each channel and configure the relationship with the entitlement.
  3. C
    Configure entitlement channels.
  4. D
    Configure routing rules.

Correct Answer:
C
chatbot-img GPT-4o - Answer
To properly set up the entitlements in Dynamics 365 for Customer Service, it’s essential to configure entitlement channels. This action ensures that specific service terms, like the number of support requests or hours of support available to a customer, are correctly aligned with the communication channels they use. This configuration is central to managing customer expectations and service delivery effectively.

Question #44
DRAG DROP -
You are a Dynamics 365 for Customer Service administrator.
You must track time against enhanced service-level agreements (SLAs).
You need to add a timer.
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:

 Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/add-timer-forms-track-time-against-enhanced-sla

Question #45
You are a customer service manager for a company using Dynamics 365 for Customer Service.
You need to set up queues to manage support. You assign a team to each queue.
What type of queue should you configure?
  1. A
    Personal
  2. B
    Private
  3. C
    Business unit
  4. D
    Public

Correct Answer:
B
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queues-manage-activities-cases

Question #46
DRAG DROP -
You are a Dynamics 365 for Customer Service administrator.
You need to implement queues to manage cases.
Which queue types should you use? To answer, drag the appropriate queue types to the correct scenarios. Each queue type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Select and Place:


Correct Answer:

 Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queues-manage-activities-cases

Question #47
HOTSPOT -
You are a Dynamics 365 for Customer Service administrator.
Members of the customer support staff must not be available on public holidays in the year 2021.
You need to configure holiday schedules.
Which actions should you perform? 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-engagement/customer-service/set-up-holiday-schedule

Question #48
HOTSPOT -
You are a Dynamics 365 for Customer Service administrator.
You need to categorize activities and cases by using queues.
How should you categorize each record? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:


Correct Answer:

Question #49
A company has the following business units:
✑ Call center
✑ Customer service
✑ Digital response
✑ Escalation
The security roles have not been modified. The customer service business unit is the parent of all other business units. Each business unit has its own queues.
Customer service cases are routed to the appropriate individuals by using the queues.
You need to ensure that a specific user within the customer service business unit can read all queues within the parent and child business units.
Which security role should you assign to the user?
  1. A
    Customer service manager
  2. B
    Scheduler
  3. C
    Customer service representative
  4. D
    System customizer

Correct Answer:
A
chatbot-img GPT-4o - Answer
Correct choice here is A, Customer Service Manager. This role uniquely includes the necessary privileges to view queues across the parent and child business units. Although the title "CSR Manager" might sometimes be used interchangeably with "Customer Service Manager," it is key to remember that access levels differ across roles. A Customer Service Manager has read privileges assigned for the 'Parent: Child Business Units', ensuring they can oversee queues in all associated units.

Question #50
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.
Hot Area:


Correct Answer:

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