Test Online Free Microsoft MB-230 Exam Questions and Answers
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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?
Answer:
Question 92Written Answer
DRAG DROP
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:
Graphical user interface, text, application
Description automatically generated
Question 93Selectable Answer
You use Dynamics 365 for Customer Service.
You need to create business process flows.
Which three entities can you use? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.
Answer:
Question 94Written Answer
DRAG DROP
You are customizing a Dynamics 365 for Customer Service implementation.
The call center manager requires a visual representation that includes the number of resolved cases by month for each call center agent. The chart must be visible to all users within the service area.
You need to create the chart.
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:
Question 95Selectable Answer
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 96Written Answer
HOTSPOT
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:
Graphical user interface, text, application
Description automatically generated
Question 97Written Answer
HOTSPOT
You are implementing Omnichannel for Customer Service for a company.
The company has the following requirements:
- The Knowledgebase article search tab must open when a new chat conversation begins.
- The Chat Session template must be in expanded mode for the agents.
You need to complete the implementation to meet the requirements.
Which configuration should you use for each requirement? To answer, select the appropriate options in the answer area.
Answer:
Explanation:
Box 1: Docked
Communication panel mode - Select the default mode of the panel when a session is started.
Choose one of the following:
Docked: The panel will be in expanded mode.
Minimized: The panel will be in minimized mode.
Hidden: The panel will be hidden.
Box 2: Entity Search
Manage application tab templates, Search, The following parameters are available for the entity search page type.
searchType - Define to use Relevance search or Categorized search.
searchText - Define the string you want to search.
Question 98Selectable Answer
You are using Dynamics 365 Customer Service.
You need to ensure that customers request support by using email, phone or web, based on their signed contracts with your company.
What should you do?
A company uses Dynamics 365 Customer Service.
The schedule shows working intervals of 45 minutes. The intervals cause customer service representatives to have too much free time during working hours. The company wants to change the intervals to every 30 minutes.
You need to configure the intervals.
What should you configure?
DRAG DROP
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.
Answer:
Explanation:
Box 1: Interactive dashboard
Support representatives must have a real-time view of cases assigned to them, including the status of each case.
What is an interactive dashboard?
An interactive dashboard is a data visualization tool that allows business teams to track, analyze, and display metrics of various sorts. Dashboards feature charts, tables, maps, and other visualizations to help viewers understand the story the data tells.
Box 2: Chart by account
Support representatives must be able to see a graphic view of cases by customer that are assigned to them.
Question 102Selectable 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.
Route inquiries to an agent who speaks all caller languages but does not know the new product.
You need to configure the system.
Which feature should you use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Graphical user interface, text, application, email
Description automatically generated
Question 104Selectable Answer
A customer needs to know how data from third-party applications can be reported on in a Customer Service Insights dashboard.
You need to advise the customer on how to display the data.
What should the customer use?
Customer service representatives are not able to manually add service-level agreements (SLAs) to a record.
You need to enable on-demand SLAs.
What should you do?
