Microsoft Microsoft Certifications MB-230 Questions & Answers

• Question 241:

  You manage a Dynamics 365 for Customer Service environment. You create and activate a routing rule. You need to modify the routing rule to a target a queue instead of a user. You navigate to routing rule sets. What should you do first?

  A. Use Lookup to specify the Add to queue value.

  B. Select Edit to the command bar.

  C. Toggle the radio button for Route from user/team to queue.

  D. Deactivate the routing rule.

  Correct Answer: D

• Question 242:

  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.

  1.

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

  2.

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

  3.

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

  4.

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

  1.

  Set up each user queue to be private.

  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

  The level1 and level2 queues must be public so the users can access them.

  Note: Public: All users can see and access these queues, depending on their security role. Users pick items from the queue. The items that a user picks are then moved to that user's personal queue.

  Private: Access to these queues is assigned to specific users. (Members are defined on the queue record.)

  Users pick items from the queue. The items that a user picks are then moved to that user's personal queue.

  Also:

  In Customer Service, you can create two types of queues:

  Private queues: Create with limited set of members to help those members easily view the queue items in that queue. Private queues streamline queue items for the members of that queue only and help to remove clutter from other user's

  views.

  Public queues: Create to let everyone in the organization view the queue and all of its items.

  Reference:

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

• Question 243:

  You are a help desk representative for an organization using Dynamics 365 Customer Service.

  Users need to search within the system for similar cases. None of the out-of-the-box settings have been changed.

  You need to determine which search features are available for use by default.

  Which two search features are available? Each correct answer presents a complete solution.

  NOTE: Each correct selection is worth one point.

  A. Advanced Find

  B. Quick Find

  C. Relevance Search

  D. Full-text Quick Find

  Correct Answer: AB

  Reference: https://docs.microsoft.com/en-us/power-platform/admin/configure-relevance-search-organization https://docs.microsoft.com/en-us/powerapps/user/search

• Question 244:

  You are a Dynamics 365 Customer Service administrator.

  You need to add a new status reason to the case entity.

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

  NOTE: Each correct selection is worth one point.

  A. Navigate to Cases in the Customer Service Hub app. Open a record, edit the form, and then edit the Status reason field.

  B. Modify the existing solution and the case entity. Edit the status reason and add an additional status reason value.

  C. Create a new solution and add the existing Case entity. Select Status Reason and add a new value.

  D. Modify the existing solution. Add another entity named Status. Then, create a status reason field with additional options.

  Correct Answer: BC

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/define-status-reason-transitions-case-management

• Question 245:

  You set a default entitlement for a customer.

  You need to ensure that the default entitlement is automatically associated with a case.

  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. Create a case.

  B. Update the customer, contact, or product field on an existing case.

  C. Update the description field on an existing case.

  D. Add an activity to an existing case.

  Correct Answer: AB

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer https://docs.microsoft.com/en-us/power-platform/admin/system-settings-dialog-box-service-tab

• Question 246:

  You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd.

  You need to automatically create cases from emails sent to the [email protected] email address.

  Solution: Create an automatic record creation and update rule. Set the Source type to Email, and then select the queue. Configure conditions for record creation.

  Does the solution meet the goal?

  A. Yes

  B. No

  Correct Answer: A

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/automatically-create-case-from-email

• Question 247:

  You manage a Dynamics 365 for Customer Service environment.

  The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entitlement.

  You need to create the entitlement for the customer.

  What should you do?

  A. Create a new template with the dates and terms. Activate the template.

  B. Delete the old entitlement. Create a new entitlement template.

  C. Add the new end date to the current entitlement and set new terms. Activate the entitlement.

  D. Make a copy of the old entitlement. Activate the copy.

  E. In the old entitlement, zero out the remaining terms and the total terms. Activate the entitlement.

  Correct Answer: C

• Question 248:

  You are using Dynamics 365 for Customer Service.

  You need to automate the process of adding cases to a queue.

  What should you do?

  A. Use routing rules

  B. Use the convert activities functionality with cases

  C. Use the add to queue button on a case

  D. Use the Assign button on a case

  Correct Answer: A

• Question 249:

  You are a Dynamics 365 for Customer Service administrator.

  Your company provides standard support contracts for a total of 20 hours of email support. All 20 hours are for email support only. Phone support is offered as a premium service in allotments of 10 incidents.

  You need to set up an entitlement template for the standard support.

  What should you configure?

  A. Set up an entitlement record for each account. Set the value of the Total terms field for an entitlement to 20. Do not configure an entitlement channel.

  B. Set the value of the Total terms field for an entitlement to 20. Set the value of the entitlement channel option to Email.

  C. Set up an entitlement record for each account. Set the value of the Total terms field for an entitlement to 20. Set the entitlement channel option to Web. Set the value of the Total terms field to 20.

  D. Set the value of the Total terms field for an entitlement to 20. Set the entitlement channel option to Email. Set the value of the Total terms field to 0. Add the Phone option. Set the value of the Total Terms field to 10.

  Correct Answer: B

• Question 250:

  You are using Dynamics 365 for Customer Service. You need to create the entitlements for your customers. What should you do?

  A. Create queues for each channel.

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

  C. Configure entitlement channels.

  D. Configure routing rules.

  Correct Answer: C