Test Online Free Microsoft MB-230 Exam Questions and Answers
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DRAG DROP
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.
Answer:
Explanation:
Graphical user interface, text, application, email
Description automatically generated
Question 62Selectable Answer
You need to set up the analytics functionality.
What should you do?
Answer: Explanation:
Customer Service Insights is now embedded in Dynamics 365 Customer Service. After it is enabled, this experience allows you to start seeing historical analytics directly within the Customer Service environment. Several reports and dashboards can be viewed by your management team.
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/introduction-customer-service-analytics
Question 63Selectable Answer
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.
Answer: 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
Question 64Written Answer
HOTSPOT
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.
Answer:
Explanation:
Box 1: 25
Customers must have contracts that allow them to call Lamna Healthcare 10 times a year for help.
In addition to the 10 free calls, customers must be able to send 15 emails a year for support.
If you want to restrict support through the phone channel to 80 hours and email to 20 hours, create individual entitlement channel records and add their total terms.
Box 2: Entitlement Channel
The Entitlement Channel section specifies the support channel through which the customer can reach the organization and seek support.
Use this section to define the channels your customers are entitled to and track the customer support term for each channel. For example, you can add phone and email as the channels through which you’ll offer support. If you want to restrict support through the phone channel to 80 hours and email to 20 hours, create individual entitlement channel records and add their total terms.
Box 3: Auto-calculate
The remaining term is auto-calculated and shows the total number of hours or cases remaining for the customer’s entitlement.
Question 65Selectable Answer
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.
Answer:
Question 66Selectable Answer
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: Configure Dynamics 365 to automatically send responses to customers when the record is created.
Does the solution meet the goal?
Answer:
Question 67Written Answer
HOTSPOT
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.
Answer:
Explanation:
Box 1: Two
You must create two types of Omnichannel queues: regular and escalated.
Box 2: Add a routing rule for a push on owner assignment in Omnichannel
Tickets assigned to a representative must be automatically placed in that representative's queue.
A customer initiates a conversation from the portal, and the conversation reaches the Omnichannel system. Now, based on the routing rules condition defined in the routing system, it starts routing the conversation to the appropriate queues.
When the conversation reaches to the queues, the work assignment system assigns the conversation based on triggers.
Question 68Selectable Answer
You need to configure the system to meet the workspace requirements for case representatives.
Which role should you assign to case representatives?
Answer:
Question 69Selectable Answer
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.
You are a Dynamics 365 for Customer Service administrator.
You need to deactivate entitlements.
When should you deactivate entitlements? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.
Answer:
Question 71Selectable Answer
You are implementing a help desk system that enables users to submit cases by using telephone or email.
You need to ensure that cases are classified correctly.
What should you do?
Answer: Explanation:
Define subjects to categorize cases, products, and articles.
To edit a subject, in the Subject Tree, select a subject, and then under Common Tasks select Edit Selected Subject.
Reference: https://docs.microsoft.com/en-us/power-platform/admin/define-subjects-categorize-cases-products-articles
Question 72Selectable Answer
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.
HOTSPOT
You are using Dynamics 365 for Customer Service. You have existing routing rules.
You need to create a routing rule for cases and bulk-import cases.
Which actions should you perform? To answer, select the appropriate action in the dialog box in the answer area. NOTE: Each correct selection is worth one point.
Answer:
Question 74Selectable Answer
You need to ensure that claim disputes conform to the defined case life cycle.
What should you configure?
Answer:
Question 75Selectable Answer
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?
