MB-230 Sample Questions Answers

You need to resolve the issues with the French-translated article.

Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

You need to configure the SMS workstream for the agents, what should you do?

You need to resolve the live chat routing issue for Agent2.

Which three actions can you perform? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

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

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.

You need to configure the SMS workstream.

What should you use?

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

Which solution should you use?

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.

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.

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?

You need to implement service-level agreements.

Which type of agreements should you implement?

You need to ensure cases are handled correctly.

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 ensure users can search the knowledge base from a case record.

Which two actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

You need to enable relevance search for the custom entity.

Which two actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

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

What should you do?

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.

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.

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

You need to set up the analytics functionality.

What should you do?

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.

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.

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

Which role should you assign to case representatives?

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.

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.

A company is implementing Dynamics 365 Customer Service workspaces.

As a customer service representative, you must be able to view and work on more than one work item at a time. You need to navigate between the work items that are active in the workspace. Which two methods can you use? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

A company uses Dynamics 365 Customer Service.

A user is configuring loT devices to record specific types of information, such as temperature, humidity, and air flow. Several types of devices require configuration for pre-set commands and ease of administration.

You need to configure the devices to generate the correct recordings.

NOTE: Each correct selection is worth one point.

A company is implementing Knowledge Management capabilities in Dynamics 365 Customer Sen/ice.

The company currently maintains the following systems:

• A third-party system containing support articles for the IT helpdesk, which supports Basic authentication only

• A Power Pages website for customer product information, hosted on a different Microsoft Entra ID tenant

• Internal documents saved within the tenant ' s document management system

• Data ingested into Microsoft Azure Data Lake Storage Gen 2 from an on-premises system

You need to integrate and unify these knowledge capabilities into Customer Service with minimal development effort.

Which external provider should you use for each system? To answer, move the appropriate external providers to the correct requirements. You may use each external provider 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.

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?

: 85

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 implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2.

You need to set up the queues to meet the following requirements:

Users must have their own queues that no one else can access.

Users must not be able to view each other ' s queue.

Users must be able to work from the support queue.

Solution:

Set up each user queue to be public.

Set up level1 and level2 queues to be public and add applicable members.

Set up the support queue to be public.

Does the solution meet the goal?

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.

You view the interactive dashboard in the Microsoft Dynamics 365 Customer Service Hub.

Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic.

NOTE: Each correct selection is worth one point.

You manage Dynamics 365 for Customer Service.

You need to create a list of holidays and ensure that existing service-level agreements (SLAs) observe those holidays.

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.

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 configuring a business process flow for a case entity.

All cases must be flagged for review.

You need to complete configuration of the business process flow.

Solution: For a new action named Ready for review , disable the As a business process flow action step option.

Does the solution meet the goal?

A company has a Dynamics 365 Customer Service implementation that uses the voice channel feature. Supervisors need to review reports to see how the representatives are performing on the following metrics:

• Percentage of calls that are answered within 30 seconds in the previous four hours.

• Number of calls that are rejected by each representative in the previous four hours.

You need to change the configuration of reports to ensure that they default to the requirements.

Which reports should you configure? To answer, drag the appropriate reports to the correct metrics. Each report 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.

A company is evaluating Dynamics 365 Customer Service Insights.

The company decides to use the sample data environment to expedite the evaluation process.

You need to recommend a dashboard.

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

NOTE: Each correct selection is worth one point.

You are implementing Omnichannel for Customer Service for a company.

The company has set up dedicated teams to handle inquiries from different social platforms. Each team member specializes in a specific product line from the company. However, the team members must be able to pick up any inquiry coming into the team.

You need to configure the system.

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

NOTE: Each correct selection is worth one point.

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.

A company uses Dynamics 365 Customer Service Hub.

Customer service representatives must be able to perform a relevance search on name, phone number, email, and queue.

A customer service representative is not able to perform a relevance search for emails.

You need to ensure that the customer service representative can perform relevance searches for email addresses.

Solution: Enable the customization to include Knowledge Management.

Does the solution meet the goal?

A company uses Dynamics 365 Customer Service. French is the primary language for all Knowledge articles. Each Knowledge article typically contains more than 10.000 characters. Problem details are described in the article ' s closing text.

You enable Al suggestions for article keywords and descriptions. Users report that the feature does not return effective suggestions.

You need to provide a solution to the users.

What should you do?

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 are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer.

You need to create a customer service satisfaction survey and embed it on a website.

Which two actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

You need to add the confirmation step for cases.

What should you edit?

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

What should you configure?

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.

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.

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.

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 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.

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

What should you configure?

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.

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.

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.

You need to configure the settings to handle customer claims.

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

NOTE: Each correct selection is worth one point.

You need to search for answers to customer claims.

Which type of search should you perform?

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.

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.