Microsoft Microsoft Certifications MB-230 Questions & Answers

• Question 191:

  You create a Power Virtual Agents chatbot. The chatbot includes Power Automate flows.

  You are not a system administrator.

  Users in your organization must collaborate to develop the chatbot.

  You attempt to share the chatbot by adding user email addresses and assigning them Manager, Power Automate User, and Transcript Viewer permissions on the bot. The Send an email invitation to new users option is disabled.

  Sharing of the chatbot fails.

  You need to use the principle of least privilege to share the chatbot with users for collaboration.

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

  NOTE: Each correct selection is worth one point.

  A. Assign the users the Environment Maker security role.

  B. Ensure that a System Administrator assigns the users the Environment Maker security role.

  C. Share the Power Automate flows.

  D. Enable Send an email invitation to new users and re-share the chatbot.

  E. Configure a custom context variable for the chatbot.

  Correct Answer: BC

  B: Insufficient environment permissions

  Users in the environment must have the Environment maker security role before a bot can be shared with them.

  System administrators of the environment need to assign the Environment maker security role to the user before you share the bot.

  C: Share Power Automate flows used in a bot

  You can add actions to a bot using flows in Power Automate; however, flows in a bot aren't automatically shared with other users when sharing a bot.

  Users who don't have access to the shared flow can still run it by using the test bot canvas.

  To let other users edit or add flows you'll need to share them in Power Automate. You can open flows directly from the topic where the flow is used. Reference:

  https://docs.microsoft.com/en-us/power-virtual-agents/admin-share-bots https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/customize/create-site-map-app

• Question 192:

  You are creating surveys for Voice of the Customer (VoC).

  You need to configure VoC to ensure that recipients can unsubscribe to surveys.

  Which two survey features should you use? Each correct answer presents a complete solution.

  NOTE: Each correct selection is worth one point.

  A. Add an Unsubscribe check box after each question.

  B. Set the Allow unsubscribe setting to Yes.

  C. Give users the option to unsubscribe from different features of the survey.

  D. Configure the survey to display when Dynamics 365 customers receive email and enable the Unsubscribe option.

  Correct Answer: BD

  References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey#add-the-unsubscribe-option-to-a-survey

• Question 193:

  You are configuring Dynamics 365 Customer Service workspaces.

  Users want to use minimal keystrokes and easy-to-use navigation to open multiple sessions.

  You need to configure the simplified navigation experience.

  What should you do?

  A. Run the simplified navigation settings code in the browser console window within Dynamics 365 Customer Service.

  B. Enable the appropriate features in the Power Platform admin center of the Dynamics 365 Customer Service environment.

  C. Configure the settings in the Agent Experience area of the Customer Service Hub.

  D. Configure the settings in the administration console.

  Correct Answer: D

  Customize Customer Service workspace

  You can use your browser's developer tools to customize some aspects of the Customer Service workspace.

  Turn on the enhanced multisession workspace (preview) With Customer Service workspace open, press the F12 key to open the developer tools window.

  In the console window, type the following command and press Enter:

  Xrm.Utility.getGlobalContext().saveSettingValue("msdyn_MultiSessionLayoutImpr ovements",true)

  Refresh the app page.

  Note: If you turn on the enhanced multisession workspace, the enhanced experience applies in both Customer Service workspace and Omnichannel for Customer Service.

  Reference:

  https://docs.microsoft.com/en-us/dynamics365/customer-service/csw-overview#turn-on-the-enhanced-multisession-workspace-preview

  https://docs.microsoft.com/en-us/dynamics365/customer-service/csw-overview#simplify-navigation-in-customer-service-workspace

• Question 194:

  A company enables custom context variables on a chat widget.

  Users report that the context variables are not being populated on new chats.

  You need to troubleshoot the issue by querying the event listeners.

  Which listener is required to be running?

  A. setContextProvider

  B. startProactiveChat

  C. startChat

  D. getContextProvider

  E. initializeNewConversation

  Correct Answer: D

• Question 195:

  You send surveys to customers who have opened cases within the past month.

  You need to send a summary of the survey results to individuals who do not have a Dynamics 365 license.

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

  NOTE: Each correct selection is worth one point.

  A. Run the summary report. Export the report to Microsoft Excel. Send the Excel file to the users.

  B. Run the survey summary report. Send a link to the report from within Dynamics 365.

  C. Create a dashboard of the survey summary reports and share the dashboards with the users.

  D. Create a view with the data, and then email a link.

  E. Run the survey summary report. Print the report to a PDF file. Send the PDF file to the users.

  Correct Answer: AE

• Question 196:

  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: Create a timegroup with the preference setting of one hour.

  Does the solution meet the goal?

  A. Yes

  B. No

  Correct Answer: B

  Time groups enable schedulers to search and view results as blocks of time when using the schedule assistant. Typical examples include mornings, afternoon, nights, and 2-hour windows. Unlike intervals, time groups do not dictate the start time of subsequent bookings. Time groups organize results, but leave the start time/arrival time as-is, based on the particular resource's schedule.

  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 197:

  You are a Dynamics 365 Customer Service representative.

  You need to take the appropriate action when creating new cases to ensure that the automated routing rule is applied.

  What should you use?

  A. Add to queue

  B. Run workflow

  C. Save and route

  D. Share

  Correct Answer: A

  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.

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

• Question 198:

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

  You need to ensure that VoC survey responses trigger an escalation in support.

  Which workflow should you use?

  A. VoC-Process Survey Response

  B. VoC-Close Survey Activity

  C. VoC-Process NPS Response

  D. VoC-Process Face Response

  Correct Answer: A

  References:

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

• Question 199:

  A trucking company uses a custom table named Leased Truck in Dynamics 365 Customer Service to capture leasing details. The company is implementing Connected Customer Service for Azure IoT Hub to track the leased trucks. You need

  to configure the custom table Leased Truck for IoT integration.

  Which two methods achieve the goal? Each correct answer presents a complete solution.

  NOTE: Each correct selection is worth one point.

  A. Set the relationship in the Power Platform admin center.

  B. Create a one-to-many relationship from the Leased Truck table to the loT Alert table.

  C. Call the loT - Register Custom Entity action to associate a Leased Truck record with an existing loT device.

  D. Enable connections to the Leased Truck table.

  Correct Answer: CD

  IOT enabling an entity type

  Dynamics 365 entities can be associated to IoT entities so that within Dynamics 365 they can participate in IoT-related business processes and analyses. There are two methods of "IoT enabling" a Dynamics 365 entity; you can:

  *

  (D) Programmatically form an association through the standard Dynamics 365 Connection entities capability. You can alternatively accomplish this same association through the administration UI; for more information, see Create connections to view relationships between records.

  *

  (C) Call the IoT ?Register Custom Entity action to associate an entity with an existing or new IoT Device.

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-extend-connected-customer-service-solutions

• Question 200:

  You are integrating Power Virtual Agents with Omnichannel for Customer Service.

  You create context variables.

  You need to complete the handoff process to a human agent.

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

  NOTE: Each correct selection is worth one point.

  A. In Power Virtual Agents, enter the Power Virtual Agents Application ID.

  B. In the Power Virtual Agents topic, add the Transfer to Agent node in the End the conversation node.

  C. In the Omnichannel Administration app. add a user as a virtual agent.

  D. In Power Virtual Agents, disable the Teams channel.

  E. In Power Virtual Agents, select Transfer to agent.

  Correct Answer: ABE

  Reference: https://docs.microsoft.com/en-us/power-virtual-agents/configuration-hand-off-omnichannel