Microsoft Microsoft Certifications MB-230 Questions & Answers

• Question 221:

  You are creating a Power Virtual Agents chatbot to handle common customer inquiries.

  A manager reports that some inquiries are not routing to the appropriate customer service representatives. You observe that one node is inactive.

  You need to determine why the node is inactive.

  What should you use?

  A. Maker portal

  B. Supervisor dashboard

  C. Test bot pane

  D. Topic checker

  Correct Answer: D

  Reference: https://docs.microsoft.com/en-us/power-virtual-agents/authoring-topic-management

• Question 222:

  You are configuring a queue in Omnichannel for Customer Service for a call center.

  You need to complete the queue configuration using the minimal number of actions.

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

  NOTE: Each correct selection is worth one point.

  A. Configure the mailbox for the queue

  B. Set the record creation and update rules for the queue

  C. Set the queue priority for the queue

  D. Enable the queue for auto work distribution

  Correct Answer: CD

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/queues-omnichannel

• Question 223:

  You are implementing Omnichannel for Customer Service for a company.

  The company has set up dedicated teams to handle inquiries from different social platforms. Each team member specializes in a specific product line from the company. However, the team members must be able to pick up any inquiry coming

  into the team.

  You need to configure the system.

  Which two components should you configure? Each correct answer presents part of the solution.

  NOTE: Each correct selection is worth one point.

  A. Create a work item trigger

  B. Turn on Agent Affinity

  C. Create a Parent Child attribute

  D. Create a routing rule

  E. Turn on a custom listener

  Correct Answer: AD

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/routing-work-distribution-oca

• Question 224:

  A company is implementing Omnichannel for Customer Service.

  The company separates agents into teams for billing, new product inquiries, support, and warranty. The new product team currently handles text messages, emails, and live chats from the company website.

  The company plans to release a new product. Before the new product launch, the company wants to add the ability to manage conversations coming in from Facebook and Twitter.

  You need to configure the system with the least amount of effort.

  What should you do?

  A. Create a new resource characteristic.

  B. Create a routing rule.

  C. Create a new work stream for each channel.

  D. Add the new channel to the existing work stream.

  Correct Answer: D

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

• Question 225:

  Your organization plans to use Microsoft Power BI to access and analyze data in Dynamics 365 for Customer Service.

  You need to configure a Power BI connection to a Dynamics 365 organization named Contoso.

  Which service URL should you use?

  A. https://contoso.crm.dynamics.com

  B. https://disco.crm.dynamics.com/xrmservices/2011/discovery.svc

  C. https://contoso.api.crm.dynamics.com/xrmservices/2011/organization.svc

  D. https://disco.crm.dynamics.com/api/discovery/v9.1

  Correct Answer: A

• Question 226:

  You are a Dynamics 365 Customer Service administrator.

  You are configuring a case dashboard.

  You need to filter the dashboard to show only escalated cases and cases that are marked as Request.

  Which filter should you use?

  A. Timeframe

  B. Priority

  C. Global

  D. Visual

  Correct Answer: C

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-dashboard

• Question 227:

  You are implementing Dynamics 365 Customer Service Insights.

  The product manager would like to see product sales trends by age group. The groupings are as follows:

  1.

  Ages 18 and younger

  2.

  Ages 19-25

  3.

  Ages 26-40

  4.

  Ages 41-55

  5.

  Ages 56 and older

  You need to configure the system.

  What should you define?

  A. activity

  B. measure

  C. segment

  D. member

  Correct Answer: B

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-insights/audience-insights/measures

• Question 228:

  A company is implementing a customized app that will automatically route cases. You need to determine the correct URL to connect to the app location in the cloud. Which URL format should you use?

  A. https://"<"org">.dynamics.com/apps

  B. https://"<"org">.crm.dynamics.com/

  C. https://..dynamics.com/Apps/uniquename/

  D. https://"<"org">/apps

  Correct Answer: A

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

• Question 229:

  A company has a service level agreement (SLA) that they will get a call back from the call center within three business days.

  The call center regular hours are Monday through Friday 8:00 a.m.-11:00 p.m. Eastern time.

  The call center is closed on New Year's Day and the day after New Year's. New Year's Day is on a Thursday this year.

  The company calls for support on the Tuesday before New Year's Day at 8:00 a.m.

  You need to determine the call center's deadline for the SLA.

  When will the call center miss their SLA?

  A. The Monday after New Year's Day at 8:00 a.m. Eastern time

  B. The Friday after New Year's Day at 8:00 a.m. Eastern time

  C. The Tuesday after New Year's Day at 8:00 a.m. Eastern time

  D. The Saturday after New Year's Day at 8:00 a.m. Eastern time

  Correct Answer: C

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

• Question 230:

  A fitness company has several locations.

  The company implements Dynamics 365 Customer Service and uses it to schedule personal trainer sessions with customers.

  Customers report the following issues:

  1.

  Customers are assigned personal trainers who do not reside at the customer's location.

  2.

  Customers are assigned personal trainers during the trainers' non-working hours.

  You need to resolve the issues.

  Which two settings should you configure? Each correct answer presents a complete solution.

  NOTE: Each correct selection is worth one point.

  A. Customer Service Calendar

  B. resource skills

  C. Work Hours

  D. facility resources

  E. Fulfillment Preferences

  Correct Answer: AC

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/resources-service-scheduling