Microsoft Microsoft Certifications MB-230 Questions & Answers

• Question 181:

  You are a Dynamics 365 Customer Service administrator. Emails are automatically converted to cases.

  Users report that emails are no longer being converted to cases.

  What is the possible cause?

  A. The Dynamics Flow process is not running.

  B. Your user ID does not have permission to run the process effectively.

  C. The workflow process has been deactivated.

  D. The solution has not been published.

  Correct Answer: C

  When a case creation rule is activated, a corresponding workflow is created automatically. If you create or assign a rule, you must have permissions to perform the same action on workflows. The case creation rule is applied and a case is created in context to the permissions that the owner of the case creation rule has.

  Note: A workflow can only be activated or deactivated by the workflow owner or by someone with the Act on Behalf of Another User privilege such as the system administrator.

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-email

• Question 182:

  A company must standardize the management of web leads and leads generated across their internal and external sales teams.

  You need to create an entitlement.

  Which type of entitlement should you create?

  A. Multi-channel

  B. Omnichannel

  C. Teams channel

  Correct Answer: B

  Omni-channel: An omni-channel solution offers two or more channel experiences to customers, and the customer experience is consistent across channels. The context of the case and customer is used to streamline the experience across

  apps. For example, a customer starts on a self-service portal but then starts a chat conversation. All the pages that the customer has opened are available to the agent.

  By providing multi-channel or omni-channel solutions to your customer, you help guarantee that each customer can interact with your organization by using the option that's best for him or her. When you provide multi-channel or omni-channel

  solutions, you must also consider the effect on the organization. Although it's important to make sure that customers have a consistent experience when they work with the different channels, it's also important to remember that each channel

  is different.

  Reference:

  https://www.globalits.bh/how-customer-service-can-handle-entitlement-channels-in- dynamics-365/

• Question 183:

  Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets the stated goals. Some question sets might have more than one

  correct solution, while others might not have a correct solution.

  After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.

  An electrical engineering company is implementing Dynamics 365 Customer Service.

  Engineers schedule work in one-hour blocks.

  Engineers who complete a job before the end of the one-hour block must not be able to start a new job in that some block.

  Engineers who require part of an additional one-hour block to complete a job must not be able to start a new job in that additional block.

  You need to configure the fulfillment preference to meet the requirements.

  Proposed solution: Configure the working hours calendar to allow one-hour resource booking blocks.

  Does the solution meet the goal?

  A. Yes

  B. No

  Correct Answer: B

  Instead: Proposed solution: Create a fulfillment record and set the interval to one hour.

  Note: Fulfillment preferences are customizable entities that let you choose how schedule assistant results are displayed, like with neat hourly appointments or morning and afternoon time windows.

  By default, the schedule assistant displays results based entirely on resource schedules and the earliest available time, such as 10:39 AM. With fulfillment preferences set to hourly, the same resource's availability shows as 11:00 AM. This makes it simpler for the scheduler to view and understand availability and communicate it to the customer.

  Intervals Intervals display schedule assistant results in neat time slots that dictate start time of subsequent bookings. When configured as 30-minute intervals, the schedule assistant will display a resource available at 9:27 AM as available at 9:30 AM and will book the start time (arrival time) for 9:30 AM. This includes travel time for onsite requirements and work orders, meaning travel time will begin before 9:30 AM, and a field resource will arrive and start work at 9:30 AM.

  Reference: https://docs.microsoft.com/en-us/dynamics365/field-service/set-up-time-groups

• Question 184:

  Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while

  others might not have a correct solution.

  After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.

  Your company provides clients with Dynamics 365 for Customer Service Voice of the Customer employee satisfaction surveys. The company has a standardized set of survey questions named Satisfaction Survey.

  You need to customize the survey for each client.

  Solution: Open the source survey and the new survey. Drag the questions from the source survey to the new survey. Then customize the questions.

  Does the solution meet the goal?

  A. Yes

  B. No

  Correct Answer: B

• Question 185:

  You need to add the confirmation step for cases. What should you edit?

  A. Common Data Service

  B. Business process now

  C. Workflow

  D. Power Automate

  E. Environment

  Correct Answer: B

  A confirmation section must be added before the resolve section.

  Example: Add an on-demand action to a business process flow. The Dynamics 365 (online), version 9.0 update introduces a business process flow feature:

  business process flow automation with Action Steps. You can add a button to a business process flow that will trigger an action or workflow.

  Reference:

  https://docs.microsoft.com/en-us/power-automate/create-business-process-flow#add-an- on-demand-action-to-a-business-process-flow

• Question 186:

  You need to configure the system to meet the three-day and seven-day timeframes. What should you configure?

  A. Entitlement conditions

  B. Workflows

  C. Power Automate

  D. Service Level Agreement conditions

  Correct Answer: D

  Cases that come in as phone calls must be resolved with seven business days. Cases that come in as emails must be resolved within three business days.

  Note: Service-level agreements (SLAs) enable businesses to track support policies and ensure customers are being supported per the support policy to which they are entitled. Businesses use SLAs to govern support products that customers

  either receive as part of their purchase or add on to their purchase. SLAs include policy details such as how quickly a customer is entitled to receive support, how many support requests a customer can make, and how long after purchases a

  customer can be supported as part of the agreement.

  Note 2: Create SLAs to define conditions and actions that are applicable when an SLA is applied to an entity. The following steps are involved in creating the SLA:

  Create an SLA.

  Create an SLA item.

  Configure actions for the SLA item.

  Activate the SLA.

  Reference:

  https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level- agreements

• Question 187:

  You need to set up the analytics functionality. What should you do?

  A. Select the System Management menus and configure them in the settings.

  B. Connect the data through Dynamics 365 Customer Service to Dynamics 365 Customer Service Insights.

  C. Connect the data through Dynamics 365 Customer Service Insights to Dynamics 365 Customer Service.

  D. Install the solution and menu items that will appear in Dynamics 365 Customer Service.

  E. Create a new dashboard in Dynamics 365 Customer Service and select the correct information.

  Correct Answer: E

  Customer Service Insights is now embedded in Dynamics 365 Customer Service. After it is enabled, this experience allows you to start seeing historical analytics directly within the Customer Service environment. Several reports and

  dashboards can be viewed by your management team.

  Reference:

  https://docs.microsoft.com/en-us/dynamics365/customer-service/introduction-customer- service-analytics

• Question 188:

  You are describing Power Virtual Agents to executives at a company.

  The executives want to know which features are available out of the box.

  You need to describe these features.

  Which three features are available? Each correct answer presents a complete solution.

  NOTE: Each correct selection is worth one point.

  A. Monitor bot conversations in real time.

  B. Assign cases to specific users.

  C. Escalate to a live person.

  D. Use bots in post-chat surveys through routing rules.

  E. Display a view of customer cases to users.

  Correct Answer: ACE

  A: Smart assist is an intelligent assistant that provides real-time recommendations to agents, helping them take actions while interacting with customers. It allows organizations to build a custom bot and plug-in to their environment. These custom bots interpret conversations in real time and provide relevant recommendations such as knowledge articles, similar cases, and next-best steps to the agent's user interface.

  C: With Power Virtual Agents, you can hand off conversations to live agents seamlessly and contextually.

  When you hand off a conversation, you share the full history of the conversation (the context) as well as all user-defined variables. Having access to this context means live agents that are using any connected engagement hub can be notified that a conversation requires a live agent, see the context of the prior conversation, and resume the conversation.

  Reference: https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/smart-assist https://docs.microsoft.com/en-us/power-virtual-agents/advanced-hand-off

• Question 189:

  Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while

  others might not have a correct solution.

  After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.

  Your company provides clients with Dynamics 365 for Customer Service Voice of the Customer employee satisfaction surveys. The company has a standardized set of survey questions named Satisfaction Survey.

  You need to customize the survey for each client.

  Solution: Clone the satisfaction survey and customize the questions.

  Does the solution meet the goal?

  A. Yes

  B. No

  Correct Answer: A

  References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-basicsurvey#clone-or-import-an-existing-survey

• Question 190:

  Your company uses Dynamics 365 Customer Service.

  You are designing a survey to send out each time a case closes. The survey must adapt to display additional questions within the same survey if a customer chooses Dissatisfied as a survey answer.

  You need to configure the survey.

  Which feature should you use?

  A. Branching rule

  B. Multiple-page survey

  C. Multiple answer

  D. Post-survey message

  Correct Answer: A

  Branching rules allow you to customize the flow of your survey. You can show or hide questions, choose to navigate to another question or survey, or even open a website based on the response to a question. Branching rules make your surveys interactive and ensure that only relevant questions are displayed to respondents.

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-voice/create-branching-rule