[2023] MB-230 PDF Questions - Perfect Prospect To Go With TestPassKing Practice Exam
Microsoft MB-230 Pdf Questions - Outstanding Practice To your Exam
The Microsoft MB-230 exam is intended for professionals who have a strong understanding of the Dynamics 365 Customer Service application and its features. Candidates for MB-230 exam should have experience in customer service, sales, marketing, and other related fields. They should also have experience with Microsoft Power Platform and Microsoft Azure.
For more info read reference:
The Microsoft Dynamics 365 Customer Service Functional Consultant certification process for the Microsoft MB-230 exam involves passing a comprehensive exam that covers a wide range of topics related to Dynamics 365 Customer Service. MB-230 exam consists of 40-60 multiple choice questions, and candidates are given 90 minutes to complete the exam. MB-230 exam questions are designed to test the candidate's knowledge of customer service concepts, service management strategies, and the ability to configure and customize Dynamics 365 Customer Service applications. Upon passing the exam, candidates will receive the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification, which is a valuable credential for professionals seeking to advance their careers in customer service management.
NEW QUESTION # 107
You need to configure the correct settings.
Which settings should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Graphical user interface, text, application, email Description automatically generated
NEW QUESTION # 108
You need to configure the system so that an email is sent to a manager about the SLAs according to the requirements.
What should you configure?
- A. Success Criteria
- B. Success Action
- C. Failure Action
- D. Applicable When
- E. Warning Action
Answer: C
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements
NEW QUESTION # 109
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?
- A. Escalate the case
- B. Route the case to another queue.
- C. Share the case.
- D. Release the case.
Answer: D
Explanation:
Section: Topic 2, Manage cases and the knowledge base
NEW QUESTION # 110
You are configuring Dynamics 365 Customer Service.
Child cases must inherit the customer name and contact from the parent case when opened.
You need to configure the case inheritance.
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.
Answer:
Explanation:
Explanation
Graphical user interface, text, application Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases
NEW QUESTION # 111
You need to create and configure objects to support the requirements.
How should you configure the system? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Graphical user interface, text, application Description automatically generated
NEW QUESTION # 112
You are a Dynamics 365 for Customer Service system administrator.
You need to create service-level agreements (SLAs) to meet company requirements.
What SLA types should you use? To answer, drag the appropriate SLA types to the correct requirements. Each SLA 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.
Answer:
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-levelagree
NEW QUESTION # 113
You are implementing Omnichannel for Customer Service for a company.
The company wants agents to serve customers through both the company's portal and Facebook page.
You need to enable the appropriate channels.
Which two channels should you enable? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
- A. SMS channels
- B. Facebook
- C. Chat
- D. WhatsApp
- E. Social channels
Answer: B,C
Explanation:
Explanation
Use Chat
If you want to help your customers using live chat, you can use the Chat for Dynamics 365 Customer Service channel.
Use the Facebook channel.
Note: Social channels
If you want to help your customers using social media, you can use the following social channels:
Apple Messages for Business
Facebook
Google's Business Messages
WhatsApp through Twilio
Twitter
WeChat
LINE
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/channels
https://docs.microsoft.com/en-us/dynamics365/customer-service/facebook
NEW QUESTION # 114
You have a Microsoft Dynamics 365 environment and you are using Unified Service Desk (USD) in a call center scenario. Users must be able to ask their customers questions that will trigger defined follow on actions.
You need to provide users with guidance for their customer interactions.
What should you use?
- A. agent scripts
- B. CRM dialogs
- C. CRM workflows
- D. knowledge management
Answer: A
NEW QUESTION # 115
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?
- A. 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. - 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. - 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. - D. Configure service level agreements to be on hold until a call can be made to the customer.
Answer: A
NEW QUESTION # 116
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.
Answer:
Explanation:
Explanation
Graphical user interface, text, application Description automatically generated
NEW QUESTION # 117
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 beperformed in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hubuse
NEW QUESTION # 118
An organization uses Dynamics 365 Customer Service. The customer service queue is not implemented.
Customer service representatives (CSRs) are unable to keep up with an influx of email inquiries. Other employees must read and respond to messages that are routed to a customer service queue.
You need to create a queue for customer service emails.
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.
Answer:
Explanation:
Explanation
Timeline Description automatically generated with medium confidence
Create a queue in Customer Service app
To create or edit a queue
Go to Settings > Service Management.
Select Queues. (Step 1)
To create a new queue, select New. (Step 2)
Fill in the details.
Select Save.
Step 3: Change the queue type to Public
Other employees must read and respond to messages that are routed to a customer service queue.
In Customer Service, you can create two types of queues:
Public queues: Create to let everyone in the organization view the queue and all of its items.
Private queues: Create with limited set of members to help those members easily view the queue items in that queue. Private queues streamline queue items for the members of that queue only and help to remove clutter from other user's views.
NEW QUESTION # 119
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets 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.
An electrical engineering company is implementing Dynamics 365 Customer Service.
Engineers schedule work in one-hour blocks.
Engineers who complete a job before the end of the one-hour block must not be able to start a new job in that some block.
Engineers who require part of an additional one-hour block to complete a job must not be able to start a new job in that additional block.
You need to configure the fulfillment preference to meet the requirements.
Proposed solution: Create a fulfillment record and set the interval to one hour.
Does the solution meet the goal?
- A. No
- B. Yes
Answer: B
Explanation:
Explanation
Fulfillment preferences are customizable entities that let you choose how schedule assistant results are displayed, like with neat hourly appointments or morning and afternoon time windows.
By default, the schedule assistant displays results based entirely on resource schedules and the earliest available time, such as 10:39 AM. With fulfillment preferences set to hourly, the same resource's availability shows as 11:00 AM. This makes it simpler for the scheduler to view and understand availability and communicate it to the customer.
Intervals
Intervals display schedule assistant results in neat time slots that dictate start time of subsequent bookings.
When configured as 30-minute intervals, the schedule assistant will display a resource available at 9:27 AM as available at 9:30 AM and will book the start time (arrival time) for 9:30 AM. This includes travel time for onsite requirements and work orders, meaning travel time will begin before 9:30 AM, and a field resource will arrive and start work at 9:30 AM.
Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/set-up-time-groups
NEW QUESTION # 120
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer.
You must display the question: Have you used the product before? If the response is Yes, you must display additional questions concerning the product. If the answer is No, you must display a different set of questions concerning other products.
You need to select a survey feature to use.
Which survey feature should you use?
- A. Answer tag
- B. List of ratings
- C. Basic
- D. Piping
- E. Response routing
Answer: E
Explanation:
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design- advanced-survey#design-interactive-surveys-by-using-response-routing
NEW QUESTION # 121
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 autoresponse settings.
Does the solution meet the goal?
- A. No
- B. Yes
Answer: B
Explanation:
Section: Topic 1, Perform Configuration
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/automatically-create- case-from-email
NEW QUESTION # 122
You create a canvas app to show trending results from a Power Virtual Agents chatbot.
The results must be viewable on the Dynamics 365 Customer Service workspace home page.
You need to add the survey results canvas app to the Customer Service workspace.
What should you do?
- A. Add an iFRAME component to the main home page form and reference the canvas app name
- B. Add the canvas app component to the main home page form and reference the canvas app name
- C. Share the canvas app
- D. Create a solution in the environment and add the canvas app to the solution
- E. Add the canvas app to the sitemap
Answer: A
Explanation:
https://nishantrana.me/2020/11/12/embedding-canvas-app-in-an-iframe-inside-dynamics-365/
NEW QUESTION # 123
A company closes the business each year for nine business days.
You need to configure the system to reflect the business closure while minimizing the number of records that you must create in the system.
What should you create?
- A. two holiday calendar records of a seven-day duration
- B. three holiday schedule records of a three-day duration
- C. nine customer service calendar records of a one-day duration
- D. one business closure record of a nine-day duration
Answer: D
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-when-business-closed-csh
NEW QUESTION # 124
Your company uses Dynamics 365 Customer Service.
You are designing a survey to send out each time a case closes. The survey must adapt to display additional questions within the same survey if a customer chooses Dissatisfied as a survey answer.
You need to configure the survey.
Which feature should you use?
- A. Post-survey message
- B. Multiple-page survey
- C. Branching rule
- D. Multiple answer
Answer: C
Explanation:
Branching rules allow you to customize the flow of your survey. You can show or hide questions, choose to navigate to another question or survey, or even open a website based on the response to a question. Branching rules make your surveys interactive and ensure that only relevant questions are displayed to respondents.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-voice/create-branching-rule
NEW QUESTION # 125
You need to configure the system to store answers about claims.
Which four actions should you perform in sequence? To answer, move all actions from the list to the answer area and arrange them in the correct order.
Answer:
Explanation:
1 - Create an article.
2 - Mark for review.
3 - Approve the article.
4 - Publish the article.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledge-article
NEW QUESTION # 126
A company creates a single-page Power BI visualization to show how a Power Virtual Agents chatbot is performing.
Users must be able to navigate to the charts from anywhere within the Customer Service workspace.
You need to add the Power BI information to the Customer Service workspace app.
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.
Answer:
Explanation:
Explanation
Table Description automatically generated
Step 1: Navigate to the maker portal and create a new solution.
Step 2: Select Add Existing and then select Dasbhoard.
Step 3: Select Power BI Report for type. Enter the Power BI workspace and Power BI report values.
Note: Get the embedding parameter values
To embed your content, you need to obtain certain parameter values. The table below shows the required values, and indicates if they're applicable to the service principal authentication method, the master user authentication method, or both.
Before you embed your content, make sure you have all the values listed below. Some of the values will differ, depending on the authentication method you're using.
Table Description automatically generated
Step 4: Edit the sitemap, add a new subarea, and add the Power BI page information to the properties of the subarea Edit the default site map Your environment comes with a default site map. This site map is supported for both custom business apps and Dynamics 365 for Outlook.
In the Dynamics 365 - custom app, go to Settings > Customizations.
Select Customize the System.
In the solution window, under Components, select Client Extensions.
Double-click to select the site map that has the display name Site Map and is in a Managed state. You can also select the site map, and then on the toolbar, select Edit.
The site map opens in the site map designer.
Add an area to the site map.
Add a group to the site map.
Add a subarea to a group in the site map.
Select Save.
Select Publish.
Step 5: Save and publish the customization
Reference:
https://docs.microsoft.com/en-us/power-bi/developer/embedded/embed-sample-for-customers
NEW QUESTION # 127
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