Microsoft Microsoft Certifications MB-230 Questions & Answers

• Question 231:

  You are implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2.

  You need to set up the queues to meet the following requirements:

  Users must have their own queues that no one else can access.

  Users must not be able to view each other's queue.

  Users must be able to work from the support queue.

  Solution:

  Set up each user queue to be private.

  Set up level1 and level2 queues to be public and add applicable members.

  Set up the support queue to be private.

  Does the solution meet the goal?

  A. Yes

  B. No

  Correct Answer: A

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

• Question 232:

  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.

  You are implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2.

  You need to set up the queues to meet the following requirements:

  1.

  Users must have their own queues that no one else can access.

  2.

  Users must not be able to view each other's queue.

  3.

  Users must be able to work from the support queue. Solution:

  1.

  Set up each user queue to be public.

  2.

  Set up level1 and level2 queues to be public and add applicable members.

  3.

  Set up the support queue to be public. Does the solution meet the goal?

  A. Yes

  B. No

  Correct Answer: B

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

• Question 233:

  You are a Dynamics 365 Customer Service administrator. You are creating a customer service schedule. You need to ensure that the schedule shows the correct time zone for available customer service hours. What should you do?

  A. Set the time zone in each customized schedule.

  B. Allow the system to automatically convert to each user's time zone when a user signs in.

  C. Set the time zone in Dynamics 365 personal options.

  D. Set the time zone to GMT (Coordinated Universal Time) to enable conversion when you sign in.

  Correct Answer: A

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/create-customer-service-schedule-define-work-hours

• Question 234:

  A company uses Dynamics 365 Customer Service.

  The schedule shows working intervals of 45 minutes. The intervals cause customer service representatives to have too much free time during working hours. The company wants to change the intervals to every 30 minutes.

  You need to configure the intervals.

  What should you configure?

  A. Schedule with travel time and distance

  B. Fulfillment preferences

  C. Resource crew scheduling

  D. Requirement groups

  E. Schedule within time constraints

  Correct Answer: B

  Reference: https://docs.microsoft.com/en-us/dynamics365/field-service/set-up-time-groups

• Question 235:

  You are helping a company implement Power Virtual Agents with Omnichannel for Customer Service.

  The company has a chatbot that escalates to a manager if a customer wants to escalate from a chatbot.

  You need to configure a prerequisite before you can implement the chatbot.

  Which prerequisite should you configure?

  A. Configure context variables for a chatbot.

  B. Create one chatbot in one queue with a human having a higher capacity over the chatbot.

  C. Create one chatbot in one queue with the chatbot having the highest capacity over human capacity.

  D. Configure a Microsoft Teams support channel for the chatbot.

  E. Configure an SMS channel for a chatbot.

  Correct Answer: A

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

• Question 236:

  You are a customer service manager for a company using Dynamics 365 for Customer Service.

  You need to set up queues to manage support. You assign a team to each queue.

  What type of queue should you configure?

  A. Personal

  B. Private

  C. Business unit

  D. Public

  Correct Answer: B

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

• Question 237:

  A company has the following business units:

  1.

  Call center

  2.

  Customer service

  3.

  Digital response

  4.

  Escalation

  The security roles have not been modified. The customer service business unit is the parent of all other business units. Each business unit has its own queues. Customer service cases are routed to the appropriate individuals by using the

  queues.

  You need to ensure that a specific user within the customer service business unit can read all queues within the parent and child business units.

  Which security role should you assign to the user?

  A. Customer service manager

  B. Scheduler

  C. Customer service representative

  D. System customizer

  Correct Answer: A

• Question 238:

  Customer service representatives are not able to manually add service-level agreements (SLAs) to a record.

  You need to enable on-demand SLAs.

  What should you do?

  A. Configure the scope of the workflow

  B. Publish the on-demand SLA

  C. Activate the SLA

  D. Request an administrator to add the SLA field to the entity form

  Correct Answer: D

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

• Question 239:

  You are a Dynamics 365 for Customer Service administrator. You need to deactivate entitlements.

  When should you deactivate entitlements? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

  A. A customer's entitlement has ended and no more support is desired.

  B. A customer renews an entitlement for 100 more hours or one year.

  C. A customer calls and wants to know how many hours of support remain.

  D. The customer must change remaining support hours from all email support to one-half email support and one-half phone support.

  E. You need to add notes to the customer's entitlement.

  Correct Answer: DE

• Question 240:

  You are a customer service manager using Dynamics 365 for Customer Service. You need to restrict support to the products that a customer has purchased. What should you do?

  A. Add the product to the account

  B. Add the products to the case

  C. Add the products to the customer's entitlement

  D. Add the products to the customer

  Correct Answer: C