Microsoft Microsoft Certifications MB-230 Questions & Answers

• Question 141:

  You manage a Dynamics 365 Customer Service environment. You implement cases to handle customer issues. A case-routing rule is configured to route all cases to the appropriate queues based on defined criteria.

  A customer service representative verifies that user-created cases are not automatically routing. Similar cases created by using inbound emails are automatically routing to queues.

  You need to identify the routing issue for user-created cases.

  What is the issue?

  A. Case routing rules do not automatically apply to manually created cases.

  B. The queue for this case is not set up or is inactive.

  C. The routing rule is not set up to handle the defined routing of cases created by phone.

  D. The routing rule to handle cases created by phone is inactive.

  Correct Answer: C

  Explanation:

  Routing rules define how conversations are routed to different queues. Each routing rule has a condition and a destination queue. If the rule condition is evaluated as True, then the conversation is routed to the destination queue.

  With unified routing, you can route any activity in Dynamics 365 Customer Service. Emails are one such example of the activity type that you can turn into work items and add them to queues for agents to work on.

  Reference:

  https://learn.microsoft.com/en-us/dynamics365/customer-service/routing-rules

  https://learn.microsoft.com/en-us/dynamics365/customer-service/configure-routing-for-email-records

• Question 142:

  A company uses Dynamics 365 Customer Service. The manufacturing company has several locations and 10 repair technicians

  The company is implementing scheduling The company must ensure that the correct repair technicians with the correct tools go to the facility closest to them.

  You need to identify the valid resources.

  Which two options are valid resources? Each correct answer presents a complete solution NOTE: Each correct selection is worth one point.

  A. Contact

  B. Record

  C. Case

  D. Activity

  E. Equipment

  Correct Answer: AE

• Question 143:

  You are customizing a Dynamics 36S Customer Service implementation for a company.

  The company's support center wants to open a chat channel in a Power Apps portal for their partners.

  You need to add a chat widget in the portal.

  What should you do?

  A. Copy the code snippet from the chat form and paste it in the web template of the portal home page.

  B. Copy the code snippet from the workstream form and paste it in the Chat Widget Code in Content Snippets.

  C. Copy the code snippet from the workstream form and paste it in the web template of the portal home page.

  D. Copy the code snippet from the char form and paste it in the Chat Widget Code in Content Snippets

  Correct Answer: D

• Question 144:

  You use Dynamics 365 Customer Service to manage cases.

  You need to create a service-level agreement (SLA) that provides a warning when two KPI values match a specified condition: First response and Resolve by.

  Which two types of SLA details should you use? Each correct answer presents pan of the solution

  NOTE: Each correct selection is worth one point.

  A. Resolve KPI only

  B. Response KPI only

  C. Item warning

  D. SLA item failure

  Correct Answer: BC

• Question 145:

  A company manufactures installs, and maintains residential water filtration systems. The company implements Dynamics 365 Customer Service.

  Installation technicians call support technicians when they encounter issues during system installations.

  You must create step-by-step documentation for the support technicians.

  Which two fields must you include? Each correct answer presents part of the solution.

  NOTE: Each coned selection is worth one point.

  A. Owner

  B. Description

  C. Language

  D. Agent script

  Correct Answer: BD

• Question 146:

  You are creating agent scripts that have macros for quick steps for agents in a support center.

  Agents need to be able to open a case from one of the steps in the agent scripts.

  You need to select a type of connector to use to create the Macio.

  Solution: Configure the macro by using a productivity automation connector.

  Does the solution meet the goal?

  A. Yes

  B. No

  Correct Answer: B

• Question 147:

  You are a customer service manager. You define an enhanced service-level agreement (SLA). You need to accurately record the time spent on cases by customer service representatives. What should you do?

  A. Implement workflows on demand for the case entity

  B. Apply automatic routing rules.

  C. Apply parent-child case settings.

  D. Pause the SLA when the case is on hold.

  Correct Answer: D

• Question 148:

  A company sells and services bicycles. The company uses Dynamics 365 Sales and Dynamics 365 Customer Service. You create a custom table named Bicycle

  A user tries to create a personal view with information from the Bicycle table. The user wants to add customer information from the Account table, but the columns are unavailable

  You need to make the Account columns available to the Bicycles table.

  What should you configure?

  A. Create a relationship between the Account table and the Bicycles table.

  B. Add the same columns to both the Bicycles table and the Account table.

  C. Add the system administrator security role to the user ID of the salesperson.

  D. Create two separate views: one in the Bicycles table and one in the Account table.

  E. Create the personal view from the Account table.

  Correct Answer: A

• Question 149:

  A company implements Customer Service

  You enable Customer Service historical analytics.

  You need to identify which feature is enabled automatically when Customer Service historical analytics is enabled.

  Which feature should you identify?

  A. Real-time customer sentiment

  B. Forecasting

  C. Al topic clustering

  D. Al suggestions

  Correct Answer: A

• Question 150:

  You are creating agent scripts that have macros for quick steps for agents in a support center.

  Agents need to be able to open a case from one of the steps in the agent scripts.

  You need to select a type of connector to use to create the macro.

  Solution: Configure the macro by using a session connector.

  Does the solution meet the goal?

  A. Yes

  B. No

  Correct Answer: B