Microsoft Microsoft Certifications MB-230 Questions & Answers

• Question 161:

  A company administrator is setting up Dynamics 365 Omnichannel for Customer Service.

  The administrator is unable to complete the setup due to insufficient permissions.

  You need to ensure that the administrator can complete the setup.

  Which three security settings should you assign to the administrator? Each correct answer presents part of the solution.

  NOTE: Each correct selection is worth one point.

  A. Dynamics 365 System Administrator

  B. Power Platform Admin role

  C. Read access to the Client Access License

  D. Dynamics 365 Global Administrator

  E. -write access to the Client Access License

  Correct Answer: ABD

• Question 162:

  You are customizing an Omnichannel for Customer Service implementation.

  You configure the handoff process to Omnichannel for Customer Service from Power Virtual Agents.

  However, customer conversations are not escalating to human agents.

  You need to complete the configuration to resolve the issue.

  Which two features should you configure? Each correct answer presents part of the solution.

  NOTE: Each correct selection is worth one point.

  A. context variable

  B. bot in an Omnichannel Queue

  C. Smart Assist

  D. session template for the bot

  Correct Answer: AB

• Question 163:

  Customer service agents do not have access to Customer Service historical analytics reports in Dynamics 365 Customer Service.

  You need to provide access to the reports.

  What are two possible ways to achieve this goal? Each correct answer presents a complete solution.

  NOTE: Each correct selection is worth one point.

  A. Edit the Customer Service Representative security role to provide read-only access to analytics reports.

  B. Create a new model-driven app to expose the reports and provide app access to the Customer Service Representative security role.

  C. Create a new security role and provide read-only access to analytics reports.

  D. Edit the Customer Service Representative Manager security role to provide read-only access to analytics reports.

  Correct Answer: AB

• Question 164:

  You implement Dynamics 365 Customer Service for a call center.

  The call center supervisor has the following requirements for the Customer Service workspace functionality:

  1.

  Automate agents' repetitive tasks.

  2.

  Enable agents to share knowledge articles with customers.

  You need to ensure that the implementation meets the requirements.

  Solution: Create a macro with an Omnichannel connector.

  Does the solution meet the goal?

  A. Yes

  B. No

  Correct Answer: A

• Question 165:

  A company uses Omnichannel for Customer Service. An administrator creates a report. You must change reports to intraday insight reports without using customization.

  You need to determine why you are unable to switch to the intraday insight reports.

  What is the issue?

  A. The intraday insight reports need to be created in FetchXML first.

  B. Users can configure only their own intraday insight reports.

  C. Only administrators can configure the intraday insight reports.

  D. The intraday insight reports must be configured from Dynamics 365 Customer Service settings.

  Correct Answer: D

• Question 166:

  You are a Dynamics 365 Customer Service system administrator.

  You are unable to add 20 hours of phone time to the Entitlement channel.

  You need to determine the reason you are unable to add the hours.

  What are three possible reasons? Each correct answer presents a complete solution.

  NOTE: Each correct selection is worth one point.

  A. The Entitlement has been canceled.

  B. The Entitlement is in draft mode.

  C. The Entitlement is in active mode.

  D. The Entitlement start date is in the future.

  E. The Entitlement expiration date has passed.

  Correct Answer: ABD

• Question 167:

  A company uses Dynamics 365 Customer Service.

  Telemetry on agent case resolution time reveals that agents spend 20 minutes on average resolving cases. Analysis determines that resolution duration is increased because agents are often required to view and modify data on the related

  account.

  The company requires a solution that allows agents to enter data in a single screen and edit multiple records without navigating to each record.

  You need to create the solution.

  Which two actions should you perform? Each correct answer presents part of the solution.

  NOTE: Each correct selection is worth one point

  A. Configure the editable grid of the case view to include account details.

  B. Add an editable grid control to the case view.

  C. Configure the Nested grid view.

  D. Add an editable grid of the account on the case form.

  Correct Answer: D

• Question 168:

  A company that manufactures industrial heating, ventilation, and air conditioning units (HVAC) implements the Dynamics 365 Connected Customer Sen/ice (loT) add-in to its environment.

  The company must enable the system to receive alerts from HVAC units sold to customers who purchased an extended warranty and monitoring service.

  You need to enable the device alerts.

  Which two actions should you perform? Each correct answer presents part of the solution.

  NOTE: Each correct selection is worth one point.

  A. Associate the device with a customer account.

  B. Add the device to Azure loT Hub.

  C. Add the device to Azure loT Central.

  D. Associate the device with a service level agreement (SLA).

  Correct Answer: AC

• Question 169:

  You manage a Dynamics 365 Customer Service environment.

  The company processes thousands of cases daily. Some cases are parent cases, but most are child cases.

  When a child case is created, users report that they must re-enter information in fields from the parent case.

  You need to ensure that, when a new child case is created from within the context of a parent case, information in specific fields from the parent case is passed to the child case fields.

  What should you do?

  A. Create a many-to-many relationship and update the data mapping.

  B. Use a business rule.

  C. Update the attributes that the child case will inherit from the parent case.

  D. Create a routing rule.

  Correct Answer: C

• Question 170:

  You are implementing Omnichannel for Customer Service for a company.

  The company wants agents to serve customers through both the company's portal and Facebook page.

  You need to enable the appropriate channels.

  Which two channels should you enable? Each correct answer presents part of the solution.

  NOTE: Each correct selection is worth one point.

  A. SMS channels

  B. Chat

  C. Facebook

  D. WhatsApp

  E. Social channels

  Correct Answer: BC

  If you want to help your customers using live chat, you can use the Chat for Dynamics 365 Customer Service channel.

  Use the Facebook channel.

  Note: Social channels

  If you want to help your customers using social media, you can use the following social channels:

  1.

  Apple Messages for Business

  2.

  Facebook

  3.

  Google's Business Messages

  4.

  WhatsApp through Twilio

  5.

  Twitter

  6.

  WeChat

  7.

  LINE

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/channels https://docs.microsoft.com/en-us/dynamics365/customer-service/facebook