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MB-230 Sample Questions Answers

Questions 4

A service manager discovers a high number of cases in the agent queues. Cases are created manually but can be reassigned using a workflow or custom API.

The manager needs to know whether cases are getting duplicated because of simultaneous case creation or simultaneous case assignment.

You need to identify the number of cases that are created in each scenario.

How many cases are created? To answer, drag the appropriate cases created options to the correct simultaneous actions. Each cases created option 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.

Options:

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Questions 5

You need to ensure that customers cannot open more cases than they are allowed.

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.

Options:

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Questions 6

You are implementing a new channel within Omnichannel.

You need to enable an SMS channel.

On which entity should you configure each task? To answer, drag the appropriate entities to the correct tasks. Each entity 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.

Options:

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Questions 7

You need to ensure that claim disputes conform to the defined case life cycle.

What should you configure?

Options:

A.

Related cases

B.

Case Relationships

C.

Timeline

D.

Status Reason Transition

E.

Subject

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Questions 8

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?

Options:

A.

20

B.

22

C.

23

D.

25

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Questions 9

You need to configure the queue for telephone-based cases.

What are two possible ways to achieve this goal? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

Options:

A.

Create a case from email.

B.

Define an SLA and entitlements and set entitlement values for case numbers.

C.

Configure a status reason transition.

D.

Create a case routing rule.

E.

Automatically create or update records.

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Questions 10

You need to create the SLAs.

Which three SLAs should you create? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

Options:

A.

SLA with 24 hours as the failure time and no warning

B.

SLA with 6 hours as the failure time and a one-hour warning

C.

SLA with 6 hours as the failure time and no warning

D.

SLA with one hour as the failure time and no warning

E.

SLA with 24 hours as the failure time and a two-hour warning

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Questions 11

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.

Options:

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Questions 12

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.

Options:

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Questions 13

You need to search for answers to customer claims.

Which type of search should you perform?

Options:

A.

Timeline

B.

Quick Find

C.

Related

D.

Detail

E.

Case Relationships

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Questions 14

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.

Options:

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Questions 15

You need to decide which action is applicable in the SLA.

What should you do? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Options:

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Questions 16

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?

Options:

A.

Failure Action

B.

Warning Action

C.

Applicable When

D.

Success Criteria

E.

Success Action

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Questions 17

You need to add SLA timers to the Case form.

Which two options should you configure? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

Options:

A.

Create Quick View Form in SLA KPI Instance entity.

B.

Create SLA KPI Instance entity.

C.

Create field in case entity with lookup to SLA KPI Instance.

D.

Create Quick View Form in Case entity with reference to the SLA KPI Instance entity.

E.

Insert subgrid from the SLA KPI Instance entity into the Case Main form.

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Questions 18

You are a Dynamics 365 system administrator.

The customer service desk needs to be able to apply service level agreements (SLAs) on demand to customers that do not have SLAs.

You need to determine how SLAs on demand can be assigned.

What are two possible ways to achieve this goal? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

Options:

A.

Use an existing customer SLA and change the conditions after assigning the SLA to the customer record.

B.

Create a new SLA for each case that does not have a customer SLA.

C.

Go into the SLA configuration and assign it to a customer.

D.

Automatically apply SLAs to records based on business logic.

E.

Assign SLAs manually to records.

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Questions 19

You need to create the queue for cases.

What type of queue should you create?

Options:

A.

Teams

B.

Public

C.

Product

D.

Private

E.

Service

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Questions 20

You need to create the dashboards.

Which dashboard types should you use? To answer, drag the appropriate dashboard types to the correct scenario. Each dashboard 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.

Options:

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Questions 21

You need to choose which tools need to be created and configured to meet the following requirements.

Which tools should you configure? To answer, drag the appropriate tools to the correct requirements. Each tool 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.

Options:

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Questions 22

You need to configure entitlements for contracts.

What should you use? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Options:

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Questions 23

You need to add the confirmation step for cases.

What should you edit?

Options:

A.

Common Data Service

B.

Business process now

C.

Workflow

D.

Power Automate

E.

Environment

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Questions 24

You need to configure the system to meet the three-day and seven-day timeframes.

What should you configure?

Options:

A.

Entitlement conditions

B.

Workflows

C.

Power Automate

D.

Service Level Agreement conditions

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Questions 25

You need to choose the appropriate actions when using the knowledge base.

Which actions should you choose? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Options:

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Questions 26

You need to set up the system for cases going to supervisors.

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.

Options:

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Questions 27

You need to configure the queues.

Which configurations should you use? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Options:

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Questions 28

You need to configure the system to meet the workspace requirements for case representatives.

Which role should you assign to case representatives?

Options:

A.

Owner

B.

Maker

C.

Viewer

D.

Customer Service Schedule Administrator

E.

CSR Manager

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Questions 29

You need to determine the type of queues to create.

How should access to the queues be configured? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Options:

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Questions 30

You need to configure each escalation scenario.

Which configuration should you use for each scenario? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Options:

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Questions 31

What should managers use to perform weekly reviews with case representatives?

Options:

A.

Tier 1 dashboard

B.

Agent Insights

C.

Connected Customer Service dashboard

D.

Customer Service Performance dashboard

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Questions 32

You need to select the feature for each parameter.

Which feature should you use for each parameter? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Options:

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Questions 33

You need to set up users with permissions to use the digital messaging channels.

Which role should you assign to each user? To answer, drag the appropriate roles to the correct groups of users. Each role 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.

Options:

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Questions 34

You need to configure OmniChannel to route correctly.

Which options should you use? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Options:

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Questions 35

You need to configure the options for the schedule.

Which options should you configure? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Options:

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Questions 36

You need to select which setting needs to be configured for each setup.

Which settings should you select? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Options:

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Questions 37

You need to configure the system to notify managers about unhappy patients.

What should you do?

Options:

A.

Configure Omnichannel Insights.

B.

Set a routing rule for escalations.

C.

Change the value of the Monitor real-time customer sentiment option to Yes.

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Questions 38

You need to select the steps to create a new macro that will automate opening a new case creation form.

Which four actions should you recommend be performed in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

Options:

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Questions 39

You need to configure the SMS workstream.

What should you use?

Options:

A.

the existing fallback queue

B.

the work distribution mode set to push

C.

a new fallback queue

D.

the work distribution mode set to pull

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Questions 40

You need to identify the productivity tools to use for the agents.

Which tools should you use? To answer move the appropriate tools to the correct requirements. You may use each tool 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.

Options:

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Questions 41

You need to assign the minimum required security roles to a bot for the customer service supervisor. Which security roles should you use?

Options:

A.

Omnichannel supervisor and customer service manager

B.

Omnichannel supervisor and customer service representative

C.

Omnichannel agent and customer service representative

D.

Omnichannel agent and Omnichannel supervisor

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Questions 42

You need to implement a solution to provide the technician's utilization.

Which solution should you use?

Options:

A.

Create multiple schedule board tabs.

B.

Use custom web resources.

C.

Change the board view settings.

D.

Use default schedule board with filters.

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Exam Code: MB-230
Exam Name: Microsoft Dynamics 365 for Customer Service
Last Update: Apr 16, 2024
Questions: 283
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