Microsoft Microsoft Certifications MB-230 Questions & Answers

• Question 251:

  You manage Dynamics 365 for Customer Service.

  You need to configure automatic case creation for emails received by customers who have a support contract.

  What should you do?

  A. Configure service level agreements to be on hold until a call can be made to the customer.

  B. Create an automatic record creation and update rule. Set the source type to email. Configure the rule to send automatic email responses to customers when records are created.

  C. Create an automatic record creation and update rule. Set the source type to service activity. Configure the rule to send automatic email responses to customers when records are created.

  D. Create an automatic record creation and update rule. Set the source type to email. If a valid entitlement exists, configure the rule to create a case.

  Correct Answer: D

• Question 252:

  A customer service organization plans to implement knowledge management for a custom entity named Root Cause Analysis.

  Users must be able to search, link, and rate knowledge articles. Users must be provided with suggested knowledge articles.

  You need to configure Dynamics 365 for Customer Service.

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

  NOTE: Each correct selection is worth one point.

  A. Navigate to the Knowledge Base Management Settings wizard. Then, navigate to Record types and select Root Cause Analysis.

  B. Add a lookup to the article entity.

  C. In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a knowledge base search control.

  D. In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a subgrid for knowledge articles.

  E. In Solution Explorer, select the Root Cause Analysis entity and then select Knowledge management.

  Correct Answer: ACE

• Question 253:

  A company implements Dynamics 365 for Customer Service. You are assigned a case.

  You accidently close the case before completing your work.

  You need to ensure that you can continue to work on the case.

  What should you do?

  A. Reassign the case

  B. Reactivate the case

  C. Clone the case

  D. Change the status reason to In Progress

  Correct Answer: B

• Question 254:

  A company uses Dynamics 365 for Customer Service. A case in the queue is routed to you.

  You will be going on a vacation.

  You need to assign the case to someone else.

  What should you do?

  A. Release the case.

  B. Route the case to another queue.

  C. Share the case.

  D. Escalate the case

  Correct Answer: A

• Question 255:

  A company uses Dynamics 365 Customer Service.

  You are configuring the advanced similarity rules. You create a similarity rule on cases and put an exact match for the Modified On field in the Match Fields tab.

  You test the rule and discover that exact matches do not appear.

  You need to determine why the rule is not working.

  What are two possible reasons why the rule is not working? Each correct answer presents a complete solution.

  NOTE: Each correct selection is worth one point.

  A. A Power Automate flow was not created.

  B. The similarity rule is deactivated.

  C. The security role is not set to run the similarity rule.

  D. The similarity rule was not published.

  E. The Modified On field is not set to searchable in the customization of the case entity in the solution.

  Correct Answer: BE

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/suggest-similar-cases-for-a-case

• Question 256:

  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 configuring a business process flow for a case entity.

  All cases must be flagged for review.

  You need to complete configuration of the business process flow.

  Solution: For a new action named Ready for review, disable the As a business process flow action step option.

  Does the solution meet the goal?

  A. Yes

  B. No

  Correct Answer: B

• Question 257:

  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 configuring a business process flow for a case entity.

  All cases must be flagged for review.

  You need to complete configuration of the business process flow.

  Solution: Create an action that generates a task record that is assigned to the case reviewer and appends the text Ready for review to the case topic.

  Does the solution meet the goal?

  A. Yes

  B. No

  Correct Answer: A

  References: https://docs.microsoft.com/en-us/business-applications-release-notes/april18/microsoft-flow/add-action-business-process-flow

• Question 258:

  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 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: Configure Dynamics 365 to automatically send responses to customers when the record is created.

  Does the solution meet the goal?

  A. Yes

  B. No

  Correct Answer: B

• Question 259:

  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 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 autoresponse settings.

  Does the solution meet the goal?

  A. Yes

  B. No

  Correct Answer: A

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

• Question 260:

  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 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 Service activity, and then select the queue.

  Does the solution meet the goal?

  A. Yes

  B. No

  Correct Answer: B