Microsoft Microsoft Certifications MB-230 Questions & Answers

• Question 101:

  HOTSPOT

  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.

  Hot Area:

  

  Correct Answer:

  

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases

• Question 102:

  HOTSPOT

  You are using Dynamics 365 Customer Service. You are viewing a knowledge base (KB) article from a case record. Knowledge management is set up to use an external portal.

  You need to link the article to the case and share the article with the customer.

  What is the solution for each requirement? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/find-knowledge-articles-within-record-dynamics-365

• Question 103:

  HOTSPOT

  You use Dynamics 365 for Customer Service administrator.

  You plan to create Voice of the Customer surveys.

  You need to determine which survey question feature is needed to complete the design of the survey.

  Which survey features should you use? To answer, select the appropriate survey type in the dialog box in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

  References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advanced-survey

• Question 104:

  HOTSPOT

  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 worth one point.

  Hot Area:

  

  Correct Answer:

  

• Question 105:

  HOTSPOT

  You are a Dynamics 365 for Customer Service administrator.

  Your company is trying to determine whether it needs to use standard or enhanced service-level agreements (SLAs).

  You need to configure SLAs based on the requirements.

  Which type of SLAs should you use? To answer, select the appropriate option in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

• Question 106:

  HOTSPOT

  A company uses Dynamics 365 for Customer Service.

  You need to document the case resolution process.

  How are each of the cases resolved? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

  References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hub-user-guide-case-sla

• Question 107:

  HOTSPOT

  You are a Dynamics 365 for Customer Service administrator. You enable full-text, relevance, and category search.

  You need to use the knowledge base search control to locate knowledge base articles that contain each of the following words anywhere in an article, regardless of which product an article refers to:

  1.

  Elevator

  2.

  Motor

  3.

  Sizing

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

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

  References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/basics/relevance-search-results

• Question 108:

  HOTSPOT

  You use Dynamics 365 for Customer Service.

  You need to merge cases.

  What is the outcome for the merge process? To answer, select the appropriate configuration in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

• Question 109:

  HOTSPOT

  A company implements Dynamics 365 for Customer Service.

  Which status reason is used for each case status? To answer, select the appropriate option in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

• Question 110:

  HOTSPOT

  You are a customer service representative working with cases in Dynamics 365 for Customer Service.

  You need to manage multiple lists of cases.

  Which actions should you perform? To answer, select the appropriate configuration in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer: