Microsoft Microsoft Certifications MB-230 Questions & Answers

• Question 171:

  You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer.

  You must display the question: Have you used the product before? If the response is Yes, you must display additional questions concerning the product. If the answer is No, you must display a different set of questions concerning other

  products.

  You need to select a survey feature to use.

  Which survey feature should you use?

  A. Answer tag

  B. Response routing

  C. Piping

  D. List of ratings

  E. Basic

  Correct Answer: B

  References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey#design-interactive-surveys-by-using-response-routing

• Question 172:

  D. Create an iFrame URL. Copy the HTML code to an iFrame in your website.

  E. Add the iFrame URL to your website.

  Correct Answer: D

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

• Question 173:

  You use multiple workspaces within Dynamics 365 Customer Service insights.

  You need to switch workspaces.

  What should you do?

  A. Select Dashboard filters and then select a filter.

  B. Navigate to https://csi.ai.dynamics.com and then share a workspace.

  C. Select My workspaces and then select a workspace.

  D. Select View and then select a workspace view.

  Correct Answer: C

  Explanation: As an owner of a workspace, you launch sharing of a workspace by going to the My workspaces panel, hovering your mouse over the workspace name, and then selecting the share icon to open a dialog. From there, you add any users from your company's Azure Active Directory. Any viewers will receive an email notifying them with a link to the workspace.

  Reference: https://cloudblogs.microsoft.com/dynamics365/it/2019/06/13/new-in-dynamics-365-customer-service-insights-share-workspaces-train-ai-model-with-renamed-topics/

• Question 174:

  A company uses Dynamics 365 Customer Service.

  Agents note that when a customer calls, they are unable to view all activities associated with the customer and the customer's company.

  Agents must be able to view tasks, appointments, phone calls, emails, notes, and system and user posts.

  You create a model-driven app to display the information.

  You need to configure the model-driven app main form.

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

  NOTE: Each correct selection is worth one point.

  A. Set the Regarding column to the Account table.

  B. Use a Timeline control.

  C. Set the Regarding column to the Contact table.

  D. Use a Quick view control.

  E. Use a card form.

  Correct Answer: BE

• Question 175:

  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. Set the closure preference setting to Don't allow parent case closure until all child cases are closed.

  B. Set the closure preference setting to Don'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.

  C. Create a business rule.

  D. Add the product and case type fields as fields that child cases will inherit from the parent case. Set the closure preference setting to Don't allow parent case closure until all child cases are closed.

  Correct Answer: D

• Question 176:

  A company is implementing Omnichannel for Dynamics 365 Customer Service. The company's requirements are:

  1.

  Live chat must be available through Omnichannel for cases only.

  2.

  High-priority cases must automatically be sent to the next available agent.

  3.

  Lower-priority cases must wait to be picked up by an agent

  4.

  All work must be distributed evenly with no other conditions.

  You need to select the setup that meets the requirements. Which setup should you select?

  A. one workstream and one routing rule

  B. one workstream and two routing rules

  C. two workstreams and two routing rules per workstream

  D. two workstreams and one routing rule per workstream

  Correct Answer: B

• Question 177:

  You are using Dynamics 365 Customer Service to create and activate entitlements.

  Customer service representatives state that the entitlement status is set to Waiting, and they cannot use the entitlement. You must ensure customer service representatives can use the entitlement.

  You need to identify the entitlement issue.

  What is the cause of the issue?

  A. The Products or Contact field values have not been configured before activation.

  B. The start date of the entitlement is in the future.

  C. The entitlement has expired and is awaiting renewal.

  D. The end date of the entitlement has been incorrectly configured to a date that has already passed.

  Correct Answer: B

  If the start and end date of the entitlement fall in the future, the status of the entitlement is set to Waiting. On the start date, the status automatically changes to Active. If the end date is in the past, the entitlement is set to Expired.

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer

• Question 178:

  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 portal web link and paste it into your website.

  B. Copy the URL from the Anonymous link field and paste it into your website.

  C. On the Voice of the Customer survey, select Run in iFrame.

  D. Copy the HTML code from the iFrame URL field and paste it on your website.

  Correct Answer: CD

  References:

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

• Question 179:

  You are a customer service schedule administrator.

  A customer has a custom entity that requires its own schedule board.

  You need to create the schedule board. You configure the custom entity in the Resource Scheduling parameters.

  What should you do next?

  A. Add a new resource requirement. Add a new view for the custom entity.

  B. Change the default entity name to the custom name. Create a new schedule board for the custom entity.

  C. Disable the schedule board. Configure Resource Scheduling Optimization.

  D. Configure the booking metadata. Create a new schedule board for the custom entity.

  Correct Answer: A

  Before scheduling a lead, a related resource requirement must be created.

  Add a requirement view to the schedule board.

  After creating a requirement for the lead, it will appear in the Open Requirements view in the lower pane of the schedule board that shows all open requirements related to any schedulable entity. This is a default view for resource scheduling.

  However, the views in the lower pane of the schedule board are simply system views and can be edited and added to. It's common to add custom resource requirements views for work orders (or leads in our example). You can create a

  schedule board view that shows only leads to be scheduled.

  Reference:

  https://docs.microsoft.com/en-us/dynamics365/field-service/schedule-new-entity

• Question 180:

  Your company uses Dynamics 365 Customer Service. You create the following support offerings. Customers must choose one of the three offerings.

  1.

  Email only

  2.

  Phone only

  3.

  Half phone and half email

  You allocate 50 cases to each support offering.

  You need to create the entitlement with terms that adhere to the support offerings.

  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. Create one entitlement template that includes the three different terms. Apply the template to the customer, and then remove the terms that do not apply.

  B. Create a new entitlement for each new support offering for the customer, with terms equal to 25 phone calls and 25 emails.

  C. Create a new entitlement for each new support offering for the customer, with terms equal to 50 phone calls and 50 emails.

  D. Create different entitlement templates for each set of terms. Apply the appropriate template to the customer.

  E. Create three entitlement templates with terms for 50 calls and 50 emails. Apply the template to the customers as they sign the support offering.

  Correct Answer: CE

  Note: Quickly create other entitlements prefilled with the basic information like the start and end date, service level agreement (SLA), allocation type, and total term by using an entitlement template in Dynamics 365 Customer Service. For

  example, create a template for a standard entitlement, and then apply this template for every standard customer in your organization.

  Template information include:

  Total Term: Specify the total amount of support the customer is entitled to with respect to the allocation type. For example, if the allocation type is number of cases and you specify 100 in Total term, then the customer is entitled to support up

  to 100 cases.

  Reference:

  https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer

  https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entitlements-templates