Microsoft Microsoft Certifications MB-230 Questions & Answers

• Question 271:

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

  You want to make sure that an escalation is activated in support by VoC survey responses.

  Which of the following actions should you take?

  A. You should make use of the VoC

  Correct Answer: A

  Reference: https://ph.microsoftcrmportals.com/knowledgebase/article/KA-01022/en-us

• Question 272:

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

  You want to make sure that the design allows for questions to be shown or hidden according to answer selected.

  You include Client-side routing in the design.

  Does the action achieve your objective?

  A. Yes, it does

  B. No, it does not

  Correct Answer: A

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

• Question 273:

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

  You want to make sure that the design allows for questions to be shown or hidden according to answer selected.

  You include the Tagging feature in the design.

  Does the action achieve your objective?

  A. Yes, it does

  B. No, it does not

  Correct Answer: A

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

• Question 274:

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

  You want to make sure that the design allows for questions to be shown or hidden according to answer selected.

  You include the Piping feature in the design.

  Does the action achieve your objective?

  A. Yes, it does

  B. No, it does not

  Correct Answer: A

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

• Question 275:

  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: Set the input parameter type as Option set for the action.

  Does the solution meet the goal?

  A. Yes

  B. No

  Correct Answer: B

• Question 276:

  You are employed as a system administrator for your company's Dynamics 365 for Customer Service implementation.

  You have been tasked with creating a service-level agreement (SLA) that allows for times and status

  Correct Answer: B

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

• Question 277:

  You are employed as a system administrator for your company's Dynamics 365 for Customer Service implementation.

  You have been tasked with making sure that customer service representatives have the ability to add service-level agreements (SLAs) to a record manually.

  You add the SLA field to the entity form.

  Does the action achieve your objective?

  A. Yes, it does

  B. No, it does not

  Correct Answer: A

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

• Question 278:

  You are employed as a system administrator for your company's Dynamics 365 for Customer Service implementation.

  You have been tasked with making sure that customer service representatives have the ability to add service-level agreements (SLAs) to a record manually.

  You activate the SLA.

  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/define-service-level-agreements

• Question 279:

  You are employed as a system administrator for your company's Dynamics 365 for Customer Service implementation.

  You have been tasked with making sure that customer service representatives have the ability to add service-level agreements (SLAs) to a record manually.

  You assign the customer service representatives the necessary permissions.

  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/define-service-level-agreements

• Question 280:

  Your company makes use of Dynamics 365 for Customer Service. You are employed as a customer service manager.

  You want to make sure that a client only receives support for the products that they have procured.

  To which of the following should you add the products?

  What should you do?

  A. The business rule

  B. The case

  C. The client's entitlement

  D. The client's profile

  Correct Answer: C