Microsoft Microsoft Certifications MB-230 Questions & Answers

• Question 111:

  HOTSPOT

  A client plans to implement a case resolution process.

  Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

• Question 112:

  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.

  Hot Area:

  

  Correct Answer:

  

• Question 113:

  HOTSPOT

  You are configuring a Dynamics 365 for Customer Service instance.

  Customer service manager cannot create new entitlements for customer service representatives.

  You need to ensure that customer service managers can add new entitlement templates and knowledge base records for customer service representatives.

  Which access levels should you apply? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

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  Correct Answer:

  

• Question 114:

  HOTSPOT

  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.

  Hot Area:

  

  Correct Answer:

  

• Question 115:

  HOTSPOT

  You are a Dynamics 365 for Customer Service administrator.

  Members of the customer support staff must not be available on public holidays in the year 2021.

  You need to configure holiday schedules.

  Which actions should you perform? 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/set-up-holiday-schedule

• Question 116:

  HOTSPOT

  You are implementing Dynamics 365 for Customer Service.

  You need to set up available working hours to help desk representatives who have varying schedules.

  What should you do? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

• Question 117:

  HOTSPOT

  You are a Dynamics 365 for Customer Service administrator.

  You need to categorize activities and cases by using queues.

  How should you categorize each record? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

• Question 118:

  HOTSPOT

  You are a Dynamics 365 for Customer Service administrator. The organization has multiple business process flows for warranty management.

  You need to manage business process flows.

  What should you configure? To answer, select the appropriate configuration in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

• Question 119:

  You need to implement a solution for the customer service supervisor.

  Which two security roles should you assign to the customer service supervisor?

  Each correct answer presents a complete solution.

  NOTE: Each correct selection is worth one point.

  A. Omnichannel administrator

  B. Omnichannel supervisor

  C. App profile manager administrator

  D. Productivity tools administrator

  Correct Answer: AD

  Reference: https://learn.microsoft.com/en-us/dynamics365/customer-service/implement/add-users-assign-roles

• Question 120:

  A company is implementing Customer Service Insights.

  Users need to understand customer data in more detail.

  You need to complete the initial configuration of the workspaces.

  Which three tasks should you perform? Each correct answer presents part of the solution.

  NOTE: Each correct selection is worth one point.

  A. Add an agent permission role to the required users.

  B. Add a viewer permission role to the required users.

  C. Connect Customer Service Insights to a Power BI environment.

  D. Share the connected workspace with the required users.

  E. Connect Customer Service Insights to a Common Data Service environment.

  Correct Answer: BCD

  Explanation:

  Configure Customer Service Analytics dashboards in Power BI

  You must perform the following steps to configure the historical Customer Service Analytics dashboards to display in the Customer Service Hub app:

  Step 1: Review the prerequisites

  Step 2: Install Dynamics 365 Customer Service Analytics app

  Step 3 (C): Connect Dynamics 365 organization to Customer Service Analytics app

  Step 4: Configure refresh frequency on Power BI dataset

  Step 5 (B, D): Publish application within your organization

  You must share the configured application with your entire organization for supervisors to view Customer Service Analytics dashboards and reports with their own Power BI Pro accounts.

  Note: Verify your administrator has allowed users in your organization to have read/write data permissions in Omnichannel Engagement Hub.

  Step 6: Enable Power BI reporting

  Step 7: Add Power BI Dashboard to Customer Service Hub

  Reference:

  https://docs.microsoft.com/en-us/dynamics365/customer-insights/customer-insights-dataverse