Microsoft Microsoft Certifications MB-230 Questions & Answers

• Question 261:

  You use Dynamics 365 for Customer Service.

  You need to create business process flows.

  Which three entities can you use? Each correct answer presents part of the solution.

  NOTE: Each correct selection is worth one point.

  A. Goal

  B. Case

  C. Letter

  D. Social activity

  E. Rollup queries

  Correct Answer: BCD

• Question 262:

  You are configuring a single business process flow in Dynamics 365 for Customer Service.

  You need to design the business process flow.

  What should you do?

  A. Merge peer branches to a single stage when merging branches.

  B. Span the process across 10 unique entities.

  C. Combine multiple conditions in a rule by using both the AND and OR operators.

  D. Use 40 steps per stage.

  Correct Answer: A

  References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/enhance-business-process-flows-branching

• Question 263:

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

  You need to identify and eliminate duplicate cases.

  What should you do?

  A. Configure Dynamics 365 AI for Customer Service

  B. Use business rules

  C. Merge cases

  D. Use parent-child case relationships

  Correct Answer: B

• Question 264:

  You are a system administrator for Dynamics 365 for Customer Service.

  All child cases must inherit the product, customer name, case title, and case type from the parent case. Parent cases must not be closed until all child cases are closed.

  You need to configure cases.

  What should you do?

  A. Validate that customer and case title fields have not been removed as fields that child cases inherit from parent cases. Add product and case-type fields to the list. Set the closure preference setting to Don't allow parent case closure until all child cases are closed.

  B. On the case entity, update the Parent case-Child case 1:N relationship field mapping to include the fields. Create a business rule on the case entity to prevent the parent from closing if it has one or more open child cases.

  C. Create a business rule.

  D. Validate that customer and case title fields have not been removed as fields that child cases inherit from the parent cases. Add product and case-type fields to the list. The closure preference setting does not need to be changed. This is default behavior.

  Correct Answer: A

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases

• Question 265:

  You are a Dynamics 365 for Customer Service manager.

  You are preparing to configure queues for the purpose of managing support. After assigning teams respectively to a queue, you need to decide on the type of queue you are going to create.

  You decide to create a Public queue.

  Does the action achieve your objective?

  A. Yes, it does

  B. No, it does not

  Correct Answer: B

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

• Question 266:

  You need to consider the underlined segment to establish whether it is accurate.

  To make sure that a survey displays follow up questions based on answers from the preceding question, the Response routing feature should be used in the survey.

  A. No adjustment required.

  B. Tagging

  C. List of ratings

  D. Basic

  Correct Answer: A

  Reference: https://www.inogic.com/blog/2016/10/display-survey-questions-conditionally-for-voice-of-customer-in-dynamics-crm-2016/

• Question 267:

  You have been tasked with forwarding surveys to clients that opened cases in the last 30 days.

  You want to make sure that clients without a Dynamics 365 license still receives a summary of the survey results.

  Which two of the following are file formats that the summary can be sent in?

  A. .xlsx

  B. .exe

  C. .pdf

  D. .txt

  Correct Answer: AC

• Question 268:

  You are responsible for creating surveys via Voice of the Customer (VoC).

  You want to make sure that clients who currently receive surveys are able to unsubscribe when they no longer want to receive them.

  You set the Allow unsubscribe setting to Yes.

  Does the action achieve your objective?

  A. Yes, it does

  B. No, it does not

  Correct Answer: A

  Reference: https://www.inogic.com/blog/2018/02/exploring-the-unsubscribe-survey-option-in-voice-of-customer-in-dynamics-365-crm/

• Question 269:

  You are responsible for creating surveys via Voice of the Customer (VoC).

  You want to make sure that clients who currently receive surveys are able to unsubscribe when they no longer want to receive them.

  You add an unsubscribe link to the email message.

  Does the action achieve your objective?

  A. Yes, it does

  B. No, it does not

  Correct Answer: A

  Reference: https://www.inogic.com/blog/2018/02/exploring-the-unsubscribe-survey-option-in-voice-of-customer-in-dynamics-365-crm/

• Question 270:

  You are responsible for creating surveys via Voice of the Customer (VoC).

  You want to make sure that clients who currently receive surveys are able to unsubscribe when they no longer want to receive them.

  You add an Unsubscribe check box after every question.

  Does the action achieve your objective?

  A. Yes, it does

  B. No, it does not

  Correct Answer: B

  Reference: https://www.inogic.com/blog/2018/02/exploring-the-unsubscribe-survey-option-in-voice-of-customer-in-dynamics-365-crm/