Microsoft Microsoft Certifications MB-230 Questions & Answers

• Question 211:

  A customer's entitlement is not available to assign to a case.

  You need to determine the cause of the customer's issue.

  What are two possible reasons for the issue? Each correct answer presents a complete solution.

  NOTE: Each correct selection is worth one point.

  A. The entitlement is active

  B. The entitlement is in waiting status

  C. The entitlement is expired

  D. The entitlement was renewed

  E. The entitlement is set as the default

  Correct Answer: BC

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

• Question 212:

  You are a Dynamics 365 Customer Service system administrator. You work with the Customer Service Hub application.

  You need to enable entities for service-level agreements (SLAs).

  For which entity can you enable SLAs?

  A. Contract

  B. Business unit

  C. KPIs

  D. Customer service schedule

  E. Holiday schedule

  F. Account

  Correct Answer: F

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

• Question 213:

  A company uses Dynamics 365 Customer Service. A client purchases a premium support package that allows six support incidents over two years.

  You need to set up support entitlement enforcement.

  Which three attributes should you configure? Each correct answer presents a part of the solution.

  NOTE: Each correct selection is worth one point.

  A. Specify the remaining item

  B. Specify the total term

  C. Specify the end date

  D. Set the Restrict based on entitlement terms value

  E. Specify the service-level agreement (SLA)

  Correct Answer: BCD

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

• Question 214:

  You are using Dynamics 365 Customer Service.

  You need to ensure that customers request support by using email, phone or web, based on their signed contracts with your company.

  What should you do?

  A. Configure entitlement channels.

  B. Create an entity for each channel and configure the relationship with the entitlement.

  C. Create queues for each channel.

  D. Configure routing rules.

  Correct Answer: A

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

• Question 215:

  You are a Dynamics 365 system administrator.

  The customer service desk needs to be able to apply service level agreements (SLAs) on demand to customers that do not have SLAs.

  You need to determine how SLAs on demand can be assigned.

  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. Use an existing customer SLA and change the conditions after assigning the SLA to the customer record.

  B. Create a new SLA for each case that does not have a customer SLA.

  C. Go into the SLA configuration and assign it to a customer.

  D. Automatically apply SLAs to records based on business logic.

  E. Assign SLAs manually to records.

  Correct Answer: DE

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements#apply-slas-on-demand

• Question 216:

  You are an administrator of a Dynamics 365 Customer Service system for a computer support company. Team members must handle cases as follows:

  1.

  A case for a new customer follows a different process than for a returning customer.

  2.

  A case for a returning customer who has a contract follows a different process than for a customer who is pay as you go.

  3.

  All cases must be researched and resolved.

  4.

  Cases must be handled in a manner that is simple to maintain.

  You need to ensure that all team members follow the same process for handling cases.

  What should you do?

  A. Create a business process flow that branches.

  B. Create two different forms and a business process flow for each type of customer.

  C. Create a Power Automate flow that branches.

  D. Create two different queues for the different types of customers.

  Correct Answer: A

  Reference: https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/customize/enhance-business-process-flows-branching?view=op-9-1

• Question 217:

  A company closes the business each year for nine business days.

  You need to configure the system to reflect the business closure while minimizing the number of records that you must create in the system.

  What should you create?

  A. nine customer service calendar records of a one-day duration

  B. two holiday calendar records of a seven-day duration

  C. three holiday schedule records of a three-day duration

  D. one business closure record of a nine-day duration

  Correct Answer: D

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/set-when-business-closed-csh

• Question 218:

  You are customizing an Omnichannel for Customer Service implementation.

  You need to configure the escalation 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 the Power Virtual Agent topic, add the Transfer to agent node.

  B. Add a context variable in Power Virtual Agents to escalate the conversation.

  C. Select a context variable in Omnichannel and update the information from Power Virtual Agents.

  D. Add a bot user to the Omnichannel queue.

  E. Set the operating hours to escalate a conversation.

  Correct Answer: ABD

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

• Question 219:

  A customer needs to know how data from third-party applications can be reported on in a Customer Service Insights dashboard.

  You need to advise the customer on how to display the data.

  What should the customer use?

  A. lead and opportunity data from Common Data Service

  B. call intelligence data from Common Data Service

  C. Bing web search for data creation data in Common Data Service

  D. data integration data maps with Common Data Service

  Correct Answer: D

  Reference: https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/use-external-data-sources

• Question 220:

  You are customizing an Omnichannel for Customer Service implementation for a call center.

  The call center manager wants to create a new quick response for agents to save time typing a greeting message.

  You need to create a quick response that includes a customer's full name.

  How should you create the quick response?

  A. Hi {Customer{Fullname}}, How may I help you?

  B. Hi Customer{Fullname), How may I help you?

  C. Hi FullName{Customer}, How may I help you?

  D. Hi {FullName{Customer}}, How may I help you?

  Correct Answer: D

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/create-quick-replies