Microsoft Microsoft Certifications MB-230 Questions & Answers

• Question 11:

  DRAG DROP

  You need to build a personal dashboard that displays the following charts and views:

  Charts:

  1.

  Number of cases by owner and priority

  2.

  Products with most cases opened

  Views:

  1.

  Display the number of cases opened in a seven-day period

  2.

  Display the number of escalated cases

  Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

  Select and Place:

  

  Correct Answer:

  

  Reference: https://docs.microsoft.com/en-us/powerapps/user/track-your-progress-with-dashboard-and-charts

• Question 12:

  DRAG DROP

  Your company makes use of Dynamics 365 for Customer Service.

  You have been tasked with generating business process flows. You need to make use of the necessary entities.

  Which of the following options would you use? Answer by dragging the correct options from the list to the answer area.

  Select and Place:

  

  Correct Answer:

  

  Reference: https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/customize/business-process-flows-overview

• Question 13:

  DRAG DROP

  You are configuring Dynamics 365 Customer Service.

  Child cases must inherit the customer name and contact from the parent case when opened.

  You need to configure the case inheritance.

  Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

  Select and Place:

  

  Correct Answer:

  

• Question 14:

  DRAG DROP

  You are implementing Omnichannel for Customer Service for a call center.

  The call center's requirements for the implementation are as follows:

  1.

  When a new chat conversation is started, the Customer Summary and New Case form tabs must be open.

  2.

  The Customer Summary tab must be the primary tab during the conversation.

  3.

  Agents must be able to close the New Case form tab.

  4.

  Agents must not be able to close the Customer Summary tab.

  You need to configure the tabs.

  Which configuration should you use for each tab? To answer, drag the appropriate types of account information to the correct SMS channel provider. Each type of account information may be used once, more than once, or not at all. You may

  need to drag the split bar between panes or scroll to view content.

  NOTE: Each correct selection is worth one point.

  Select and Place:

  

  Correct Answer:

  

  Reference: https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/session-templates

• Question 15:

  DRAG DROP

  A company implements Dynamics 365 Customer Service.

  You are setting up scheduling to dispatch repair technicians. You encounter the following issues:

  1.

  You are unable to create a new organizational unit.

  2.

  Repair technicians are accidentally scheduled to work on days when company is on holiday.

  3.

  RepairTechnicianA does not appear on the schedule for Fridays for any issue.

  You need to resolve the issues.

  What should you modify to correct the issues? To answer, drag the appropriate resolutions to the correct issues. Each source may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to

  view content.

  NOTE: Each correct selection is worth one point.

  Select and Place:

  

  Correct Answer:

  

• Question 16:

  DRAG DROP

  You manage Dynamics 365 Customer Service. You have a routing rule set named CustomerResolution that assigns general inquiry cases to a queue named GeneralInquiry.

  You need to assign technical support cases to a queue named TechSupport.

  Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

  Select and Place:

  

  Correct Answer:

  

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-cases

• Question 17:

  DRAG DROP

  A service manager discovers a high number of cases in the agent queues. Cases are created manually but can be reassigned using a workflow or custom API.

  The manager needs to know whether cases are getting duplicated because of simultaneous case creation or simultaneous case assignment.

  You need to identify the number of cases that are created in each scenario.

  How many cases are created? To answer, drag the appropriate cases created options to the correct simultaneous actions. Each cases created option may be used once, more than once, or not at all. You may need to drag the split bar

  between panes or scroll to view content.

  NOTE: Each correct selection is worth one point.

  Select and Place:

  

  Correct Answer:

  

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases

• Question 18:

  DRAG DROP

  You are a Dynamics 365 administrator.

  You want to set up a child/parent relationship for cases so that the child case inherits different fields from the parent case.

  You need to set up the appropriate child/parent relationship.

  Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

  Select and Place:

  

  Correct Answer:

  

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases

• Question 19:

  DRAG DROP

  You are a Dynamics 365 Customer Service administrator.

  You create a new entity named Root Cause Escalation. Queues must be used for new Root Cause Escalation records. The records must be automatically assigned to the record owner's default queue when a record is created.

  You need to implement the proper functionality to meet the requirements.

  Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

  Select and Place:

  

  Correct Answer:

  

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/enable-entities-for-queues

• Question 20:

  DRAG DROP

  A company wants to use Power Virtual Agents chatbots to enable customers to solve their own issues whenever possible. You create knowledge base articles.

  You must ensure that the new articles are available through the chatbot.

  You need to define the steps to integrate knowledge management with the chatbot.

  Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

  Select and Place:

  

  Correct Answer: