Microsoft Microsoft Certifications MB-230 Questions & Answers

• Question 201:

  You sign in to Dynamics 365 Customer Service as a system administrator. You attempt to configure unified record routing across digital messaging channels.

  You receive the following error message:

  Some required services need to be installed before unified routing can be turned on.

  Please contact Microsoft Support.

  You need to enable unified record routing and route records.

  Which three steps must you perform? Each correct answer presents part of the solution.

  NOTE: Each correct selection is worth one point.

  A. Set up users as leads.

  B. Deploy Omnichannel for Customer Service.

  C. Enable an entity for queues.

  D. Set up users as contacts.

  E. Provision unified routing for Customer Service only.

  F. Set up users as bookable resources.

  Correct Answer: BEF

  BE: Provision unified routing in Customer Service with Omnichannel for Customer Service When Omnichannel for Customer Service is available but not deployed, in the Service Configuration Settings page, the following message will appear:

  "Some required services need to be installed before unified routing can be turned on.

  Please contact Microsoft Support."

  F: Set up unified routing for records, prerequisites To set up record routing for Customer Service, unified routing must be enabled in your environment.

  You must have users configured as bookable resource.

  Etc.

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/provision-unified-routing https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-record-routing

• Question 202:

  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: Create custom question types. Add the custom question types to a new survey.

  Customize the questions.

  Does the solution meet the goal?

  A. Yes

  B. No

  Correct Answer: B

• Question 203:

  You are implementing a help desk system that enables users to submit cases by using telephone or email.

  You need to ensure that cases are classified correctly.

  What should you do?

  A. Configure relevance search

  B. Configure categorized search

  C. Create security roles by support function. Assign the security role to users.

  D. Modify' the subject tree.

  Correct Answer: D

  Define subjects to categorize cases, products, and articles.

  To edit a subject, in the Subject Tree, select a subject, and then under Common Tasks select Edit Selected Subject.

  Reference:

  https://docs.microsoft.com/en-us/power-platform/admin/define-subjects-categorize-cases- products-articles

• Question 204:

  You create a canvas app to show trending results from a Power Virtual Agents chatbot.

  The results must be viewable on the Dynamics 365 Customer Service workspace home page.

  You need to add the survey results canvas app to the Customer Service workspace.

  What should you do?

  A. Add an iFRAME component to the main home page form and reference the canvas app name

  B. Share the canvas app

  C. Add the canvas app to the sitemap

  D. Create a solution in the environment and add the canvas app to the solution

  E. Add the canvas app component to the main home page form and reference the canvas app name

  Correct Answer: A

  Explanation: https://nishantrana.me/2020/11/12/embedding-canvas-app-in-an-iframe- inside-dynamics-365/

• Question 205:

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

  Does the solution meet the goal?

  A. Yes

  B. No

  Correct Answer: A

  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 206:

  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.

  A company uses Dynamics 365 Customer Service Hub.

  Customer service representatives must be able to perform a relevance search on name, phone number, email, and queue.

  A customer service representative is not able to perform a relevance search for emails.

  You need to ensure that the customer service representative can perform relevance searches for email addresses.

  Solution: Enable smart matching.

  Does the solution meet the goal?

  A. Yes

  B. No

  Correct Answer: B

• Question 207:

  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.

  A company uses Dynamics 365 Customer Service Hub.

  Customer service representatives must be able to perform a relevance search on name, phone number, email, and queue.

  A customer service representative is not able to perform a relevance search for emails.

  You need to ensure that the customer service representative can perform relevance searches for email addresses.

  Solution: Enable the customization to include Knowledge Management.

  Does the solution meet the goal?

  A. Yes

  B. No

  Correct Answer: B

• Question 208:

  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.

  A company uses Dynamics 365 Customer Service Hub.

  Customer service representatives must be able to perform a relevance search on name, phone number, email, and queue.

  A customer service representative is not able to perform a relevance search for emails.

  You need to ensure that the customer service representative can perform relevance searches for email addresses.

  Solution: Configure interactive experience global filter.

  Does the solution meet the goal?

  A. Yes

  B. No

  Correct Answer: B

• Question 209:

  A company uses Omnichannel for Customer Service.

  The company wants to configure Power Virtual Agents within Omnichannel to have automatic answers when a customer starts a chat session.

  You need to set up the prerequisites for the Power Virtual Agents.

  Which three technologies should you set up? Each correct answer presents part of the solution.

  NOTE: Each correct selection is worth one point.

  A. Work stream

  B. Queues

  C. Azure Application ID

  D. Chat widget

  E. Chatbot

  Correct Answer: BCE

  Before you integrate Power Virtual Agents bots in Omnichannel for Customer Service, check the following:

  1.

  Azure Application ID - You'll need an application registered on the Azure portal before connecting to Omnichannel for Customer Service.

  2.

  Bot - You must have a pre-configured bot that can integrate with Omnichannel for Customer Service.

  3.

  Product licenses - You need a product license for Power Virtual Agents

  4.

  Role - You must have the Omnichannel administrator role.

  B: In Omnichannel Administration, after the Power Virtual Agents bot is created and configured to work with Omnichannel for Customer Service, you can configure it to hand off conversations to queues. To receive incoming messages, you must add the bot to at least one queue.

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent

• Question 210:

  You are an Omnichannel supervisor at a company. You install a dashboard in Power BI. You need to ensure that managers are able to access the intraday insights dashboard. What should you do?

  A. From the supervisor configuration, add all users to the intraday insights dashboard.

  B. From the agent configuration, promote the users to supervisors.

  C. From universal service desk, enable all dashboards.

  D. From the supervisor configuration, add the required users.

  E. From Power BI, share the dashboard with the entire organization.

  Correct Answer: D

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-intraday-dashboard-supervisor