Exam Questions and Answers for MB-230 Study Guide Questions and Answers!
Microsoft Dynamics 365 for Customer Service Certification Sample Questions and Practice Exam
NEW QUESTION 39
A company uses Dynamics 365 Customer Service.
You are configuring the advanced similarity rules. You create a similarity rule on cases and put an exact match for the Modified On field in the Match Fields tab.
You test the rule and discover that exact matches do not appear.
You need to determine why the rule is not working.
What are two possible reasons why the rule is not working? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
- A. The similarity rule was not published.
- B. The Modified On field is not set to searchable in the customization of the case entity in the solution.
- C. A Power Automate flow was not created.
- D. The similarity rule is deactivated.
- E. The security role is not set to run the similarity rule.
Answer: B,D
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/suggest-similar-cases-for-a- case
NEW QUESTION 40
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.
Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams
https://docs.microsoft.com/en-us/dynamics365/customer-service/enable-skill-routing-create-rating-model
NEW QUESTION 41
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.
- A. Copy the URL from the Anonymous link field and paste it into your website.
- B. On the Voice of the Customer survey, select Run in iFrame.
- C. Copy the HTML code from the iFrame URL field and paste it on your website.
- D. Copy the portal web link and paste it into your website.
Answer: B,C
Explanation:
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/distribute-survey
NEW QUESTION 42
You are a system administrator for Dynamics 365 for Customer Service.
All child cases must inherit the product,customer name, case title, and case type from the parent case. Parent cases must not be closed until all child cases are closed.
You need to configure cases.
What should you do?
- A. Add the product and case type fields as fields that child cases will inherit from the parent case. Set the closure preference setting to l child cases are closed.
- B. Set the closure preference setting to closure until all child cases are closed.
- C. Create a business rule.
- D. Set the closure preference setting toDon't allow parent case closure until all child cases are closed. In Settings, navigate to Customizations. On the case entity, update the Incident-Incident Resolution case relationship field mapping to include the fields.
Answer: A
NEW QUESTION 43
You are a Dynamics 365 Customer Service administrator.
You need to add a new status reason to the case entity.
What are two possible ways to accomplish the goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
- A. Modify the existing solution.
Add another entity named Status.
Then, create a status reason field with additional options. - B. Modify the existing solution and the case entity.
Edit the status reason and add an additional status reason value. - C. Navigate to Cases in the Customer Service Hub app.
Open a record, edit the form, and then edit the Status reason field. - D. Create a new solution and add the existing Case entity.
Select Status Reason and add a new value.
Answer: B,D
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-status-reason-transitions-case-management
NEW QUESTION 44
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.
Answer:
Explanation:
1 - Creat an article.
2 - Make for review
3 - Approve the article.
4 - Publish the article.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledge-article
NEW QUESTION 45
You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review.
You approve some articles and revert some articles to draft status.
For each action, what should you do next? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worthone point.
Answer:
Explanation:
NEW QUESTION 46
Case Study 1 - Humongous Insurance
Background
Humongous Insurance is contracted to process all insurance claims for a health facility that accepts the following types of health insurance:
* Health maintenance organization (HMO)
* Preferred-provider organization (PPO)
* Gold
Cases are classified as new claims, claim disputes, and follow-ups. Each insured person is entitled to open 25 new cases each calendar year.
Support representatives specialize by and process claims by insurance type.
Humongous Insurance currently accepts claims only by telephone. The call center is open from
06:00 GMT to 24:00 GMT daily. Call center staff work one of the following shifts: 06:00 GMT to
12:00 GMT, 12:00 GMT to 18:00 GMT, and 18:00 GMT to 24:00 GMT.
When a case is received by email, a staff member categorizes the case as email and closes the case immediately.
Current environment
* Humongous Insurance has three departments to handle claim types: HMO, PPO, and Gold.
* The company uses handwritten forms to send claims information to the correct department.
* Each department maintains a workbook to record calls received.
Requirements. Support desk
* Configure the system to track the number of insurance claims filed each year.
* Categorize claims by type as they are opened.
* Configure the system to track staff responsiveness to service-level agreements (SLAs).
* Ensure that business hours reflect the hours that support staff are scheduled.
Requirements. Case handling
* All new cases must be automatically placed into a queue based on insurance type after the type is selected.
* All insurance types need to be automatically moved to the proper queue when the subject is picked.
* All cases must be created and closed immediately when received.
* The status reason must be set to Email Sent or Phone Call.
* Information must be restricted by insurance and phone call type.
* Managers must be alerted when customers reach their limit of 25 cases for the year.
* Changes to cases must not be counted against entitlements until the case is closed.
Requirements. Disputes
* Claim disputes must be categorized as low priority.
* The status for all disputed cases must be set to Review by a Manager before a disputed case may be closed.
Requirements. Knowledge base
* A knowledge base must be used as a repository for all answers.
* Representatives must be able to search the knowledge base when opening a new case for similar claims.
* Representatives must be able to search across all entities at all times.
* Searches must check any field in the entity for matches in a single search.
* Searches must return results in a single list and sort the list so that the most relevant results appear at the top of the list.
* Representatives must be able to link the knowledge base to cases when applicable.
* Representatives must create a new knowledge base article if an answer is not found in the existing knowledge base.
* Representatives must be able to use SQL-like syntax to search the knowledge base.
Requirements. Service-level agreements
When a customer calls to open a claim, the company must respond to the caller within the following time frames:
Requirements. Alerts
* Cases must be flagged when they are past the SLA threshold.
* An email alert must be sent to the manager to indicate an SLA noncompliance.
* An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.
* Send an email alert to support managers when disputes are ready to be closed.
* Send an email alert to customers when cases are closed.
Requirements. Issues
* The current process is all manual and not efficient.
* There is no easy way to determine whether the company is meeting its SLAs.
* Representatives are often inconsistent regarding how they handle customers and answer customer questions.
* There is no accountability for any of the representatives who take calls.
You need to search for answers to customer claims.
Which type of search should you perform?
- A. Case Relationships
- B. Timeline
- C. Detail
- D. Related
- E. Quick Find
Answer: D
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/search-knowledge-articles- csh#knowledge-base-search-control
NEW QUESTION 47
You have access to the desktop version of Microsoft Excel and Excel Online.
You need to perform a bulk update of data for 225 contacts.
What are two ways to achieve the goal? Each correct answer presents a complete solution.
- A. Export data as a dynamic pivot table, make updates, and then save changes to Microsoft Dynamics 365.
- B. Open the data in Excel Online, make updates, and then save changes to Microsoft Dynamics
365. - C. Export the data as a static worksheet, make updates, and then import the data back into Microsoft Dynamics 365.
- D. Export the data as a static worksheet make updates, and then save changes to Microsoft Dynamics 365.
Answer: B,C
NEW QUESTION 48
You are a Dynamics 365 Customer Service administrator.
Users inform you about situations in which child cases are not working correctly.
You need to configure the system to correct the issues.
What should you do in each situation? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases
NEW QUESTION 49
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.
Answer:
Explanation:
NEW QUESTION 50
You are a Dynamics 365 for Customer Service administrator. Your company provides support between 9 a.m.
and 5 p.m.
You must add a warning to account records when service representatives do not contact an account within eight business hours of the account being verified.
You need to enable service-level agreements (SLAs) for accounts.
In which order should you perform the actions? To answer, move all actions from the list to the answer area and arrange them in the correct order.
Answer:
Explanation:
NEW QUESTION 51
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.
Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/dashboard-kpi-summary
https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/dashboard-case-resolutions
NEW QUESTION 52
You are configuring a single business process flow in Dynamics 365 for Customer Service.
You need to design the business process flow.
What should you do?
- A. Span the process across 10 unique entities.
- B. Use 40 steps per stage.
- C. Combine multiple conditions in a rule by using both the AND and OR operators.
- D. Merge peer branches to a single stage when merging branches.
Answer: D
Explanation:
Section: Topic 1, Perform Configuration
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/enhance-business-process- flows-branching
NEW QUESTION 53
A company is implementing Omnichannel for Customer Service.
The company separates agents into teams for billing, new product inquiries, support, and warranty. The new product team currently handles text messages, emails, and live chats from the company website.
The company plans to release a new product. Before the new product launch, the company wants to add the ability to manage conversations coming in from Facebook and Twitter.
You need to configure the system with the least amount of effort.
What should you do?
- A. Create a new resource characteristic.
- B. Add the new channel to the existing work stream.
- C. Create a routing rule.
- D. Create a new work stream for each channel.
Answer: B
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams
NEW QUESTION 54
You need to implement Microsoft Power BI to analyze and visualize data.
Which two actions can you perform? Each correct answer presents a complete solution.
- A. Use a file that is stored in Microsoft OneDrive as a data source.
- B. Display the most recent version of the data always.
- C. Use iframes to display content
- D. Implement custom visualizations.
Answer: B,C
NEW QUESTION 55
You are using Dynamics 365 for Customer Service.
You need to create the entitlements for your customers.
What should you do?
- A. Configure routing rules.
- B. Create an entity for each channel and configure the relationship with the entitlement.
- C. Configure entitlement channels.
- D. Create queues for each channel.
Answer: C
Explanation:
Section: Topic 3, Manage queues, entitlements, and SLAs
NEW QUESTION 56
You make a phone call regarding an existing case record.
You need to create a phone call activity that appears on the case record timeline.
Which three actions should you perform in sequence? Toanswer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
NEW QUESTION 57
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.
Your company provides clients with Dynamics 365 for Customer Service Voice of the Customer employee satisfaction surveys. The company has a standardized set of survey questions named Satisfaction Survey.
You need to customize the survey for each client.
Solution: Create custom question types. Add the custom question types to a new survey.
Customize the questions.
Does the solution meet the goal?
- A. No
- B. Yes
Answer: A
NEW QUESTION 58
You implement the Unified Service Desk (USD).
Which three of the following objects are events? Each correct answer presents a complete solution.
- A. SessionClosing
- B. DesktopReady
- C. BrowserDocumentComplete
- D. FireEvent
- E. Realignwindow
Answer: A,B,D
NEW QUESTION 59
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