Free Microsoft MB-230 Practice Test & Real Exam Questions
A company uses Dynamics 365 Customer Service. Customer Voice is deployed on the tenant.
When a user resolves a case in the system, the individual who reported the incident must automatically receive an email with a link to complete a customer feedback survey. Survey responses must be visible against the resolved case.
You need to implement a solution.
Solution: Navigate to the resolved case. Select Send Survey.
Does the solution meet the goal?
When a user resolves a case in the system, the individual who reported the incident must automatically receive an email with a link to complete a customer feedback survey. Survey responses must be visible against the resolved case.
You need to implement a solution.
Solution: Navigate to the resolved case. Select Send Survey.
Does the solution meet the goal?
Correct Answer: A
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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.
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.
Correct Answer:
Explanation:
A company has a Customer Service deployment.
The company plans to provide instructions for customer service agents.
You need to apply the security roles for agents to configure and access agent scripts.
Which security roles should you use? To answer, move the appropriate security roles to the correct requirements. You may use each security role once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
The company plans to provide instructions for customer service agents.
You need to apply the security roles for agents to configure and access agent scripts.
Which security roles should you use? To answer, move the appropriate security roles to the correct requirements. You may use each security role once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Correct Answer:
Explanation:
You are customizing a Dynamics 365 Customer Service implementation for a call center.
The call center wants to enable SMS as a channel for the customer service department.
You need to complete the SMS channel configuration.
Which account information should you use for each provider? To answer, drag the appropriate types of account information to the correct SMS channel provider. Each type of account information 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.
The call center wants to enable SMS as a channel for the customer service department.
You need to complete the SMS channel configuration.
Which account information should you use for each provider? To answer, drag the appropriate types of account information to the correct SMS channel provider. Each type of account information 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.
Correct Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel-twilio
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel
You are an agent for a company that uses Dynamics 365 Customer Service. You start a conversation with a client.
You must keep track of knowledgebase (KB) articles and client conversations. When you start a conversation with a client, you must automate The following tasks:
* Open the client ' s record.
* Search the KB
* Send the KB article in the chat
You need to configure macros to automate the tasks.
Which three features should you configure? Each correct answer presents part of the solution NOTE: Each correct selection is worth one point.
You must keep track of knowledgebase (KB) articles and client conversations. When you start a conversation with a client, you must automate The following tasks:
* Open the client ' s record.
* Search the KB
* Send the KB article in the chat
You need to configure macros to automate the tasks.
Which three features should you configure? Each correct answer presents part of the solution NOTE: Each correct selection is worth one point.
Correct Answer: C,D,E
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A company uses Dynamics 365 Customer Service.
You need to implement queues to meet company requirements.
Which types of queues should you use? To answer, drag the appropriate queue types to the correct requirements. 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.
You need to implement queues to meet company requirements.
Which types of queues should you use? To answer, drag the appropriate queue types to the correct requirements. 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.
Correct Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases
You need to build a personal dashboard that displays the following charts and views:
Charts:
* Number of cases by owner and priority
* Products with most cases opened
Views:
* Display the number of cases opened in a seven-day period
* Display the number of escalated cases
Which four 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.
Charts:
* Number of cases by owner and priority
* Products with most cases opened
Views:
* Display the number of cases opened in a seven-day period
* Display the number of escalated cases
Which four 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.
Correct Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-us/powerapps/user/track-your-progress-with-dashboard-and-charts
You need to configure the system to meet the workspace requirements for case representatives.
Which role should you assign to case representatives?
Which role should you assign to case representatives?
Correct Answer: D
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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.
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.
Correct Answer:
Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/create- rulesautomatically-route-cases
You ate a customer service representative for a company that uses Dynamics 365 Customer Service.
When customer service representatives find records that meet specific criteria, they must be able to do the following:
* Open the records in a new tab.
* Open a single record in a new session.
* Open a single record in an existing session on a new tab.
You need to meet the requirements.
Which two actions should you perform? Each correct answer part of a complete solution. NOTE: Each correct selection is worth one point.
When customer service representatives find records that meet specific criteria, they must be able to do the following:
* Open the records in a new tab.
* Open a single record in a new session.
* Open a single record in an existing session on a new tab.
You need to meet the requirements.
Which two actions should you perform? Each correct answer part of a complete solution. NOTE: Each correct selection is worth one point.
Correct Answer: D,E
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A customer has three cases in process and two cases for the current calendar year.
You need to determine how many cases the customer has left on their entitlement.
How many cases are left?
You need to determine how many cases the customer has left on their entitlement.
How many cases are left?
Correct Answer: A
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A company uses Omnichannel for Customer Service. An administrator creates a report. You must change reports to intraday insight reports without using customization. You need to determine why you are unable to switch to the intraday insight reports. What is the issue?
Correct Answer: C
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A company uses Customer Service.
The company enables intelligence capabilities for customer service agents.
You need to identify information about Al topic clustering.
What should you identify? To answer, move the appropriate views to the correct Al topic properties. Vou may use each view once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
The company enables intelligence capabilities for customer service agents.
You need to identify information about Al topic clustering.
What should you identify? To answer, move the appropriate views to the correct Al topic properties. Vou may use each view once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Correct Answer:
Explanation:
A company deploys Dynamics 365 Customer Service.
A service manager requires a new classification ruleset for Bronze-type customers. The Bronze type customers require an answer within five hours.
You need to create the classification ruleset.
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.
A service manager requires a new classification ruleset for Bronze-type customers. The Bronze type customers require an answer within five hours.
You need to create the classification ruleset.
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.
Correct Answer:
Explanation:
Step 1: Create a new ruleset in a workstream.
To create a logical work classification ruleset, do the following steps:
1. In Customer Service admin center, Omnichannel admin center, or Customer Service Hub, select a workstream, and in the Routing rules area, for the Work classification (optional) option, select Create Ruleset.
2. On the Work classification page, select Create new, and in the Create work classification ruleset dialog, select Logical rules in Rule type, and enter a name and description. By default, the root record is selected and displayed at the top of the condition builder for ease of reference and visibility of the record for which you are creating the rule.
Step 2: Create a new manual rule named Bronze.
3. In the Decision list area, select Create Rule, and on the Create work classification rule dialog, enter a name.
Step 3: Create a condition for the Bronze rule.
4. In the Conditions area, define the conditions according to your business needs. If you are creating classification rules for records, then the top-level condition is automatically populated. You can define conditions for up to two levels of the related records and attributes.
5. In the Output area, select the attribute for which value needs to be set if the conditions are met.
6. Repeat steps 3 through 5 to create the demand rules.
Step 4: Create a rule named 5-hour response from the decision list.
Step 5: Create a demand rule for the Bronze rule.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-work-classification
Your organization plans to use Microsoft Power BI to access and analyze data in Dynamics 365 for Customer Service.
You need to configure a Power BI connection to a Dynamics 365 organization named Contoso.
Which service URL should you use?
You need to configure a Power BI connection to a Dynamics 365 organization named Contoso.
Which service URL should you use?
Correct Answer: B
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