Microsoft Microsoft Certifications MB-230 Questions & Answers

• Question 281:

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

  Routing rules must be used to automate the process of adding cases to a queue.

  A. No adjustment required.

  B. Business rules

  C. Business process flow

  D. Similarity rules

  Correct Answer: A

• Question 282:

  Your company makes use of Dynamics 365 for Customer Service. You are employed as an administrator.

  You are required to configure an entitlement template for a standard support contract that allows for 40 hours of email support, as well as Phone as a premium service in allotments of 20 incidents.

  Which of the following is TRUE with regards to the entitlement channel?

  A. It should be set to Email only.

  B. It should be set to Phone only.

  C. It should be set to Email and Phone.

  D. It is an unnecessary setting.

  Correct Answer: A

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entitlements-templates

• Question 283:

  You work in customer support at you company.

  You have been tasked with generating the entitlements for your clients in Dynamics 365 for Customer Service.

  Which of the following actions should you take?

  A. You should configure business rules.

  B. You should configure a business process flow.

  C. You should configure entitlement channels.

  D. You should configure routing rules.

  Correct Answer: C

• Question 284:

  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 Private queue.

  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/set-up-queues-manage-activities-cases

• Question 285:

  You have been tasked with creating a phone call activity. You want to make sure that the activity appears on the case record timeline. Which of the following is the field that should be modified during the process?

  A. Owner

  B. Regarding

  C. Attachments

  D. Notes

  Correct Answer: B

  Reference:

  https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/basics/add-phone-call-task-email-appointment-activity-case-record

• Question 286:

  Your company makes use of Dynamics 365 for Customer Service.

  You mistakenly close a case that had assigned to you prior to your work being completed. You want to open the case to carry on working on it.

  Which of the following actions should you take?

  A. You should create a new case based on the one that was accidentally closed.

  B. You should reactivate the closed case.

  C. You should reallocate the closed case

  D. You should create a new case and merge it with the closed case.

  Correct Answer: B

• Question 287:

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

  You are preparing to merge duplicate cases.

  Which of the following is TRUE with regards to the state of the case and the status after these duplicate cases have been merged?

  A. The state of the case will change to Resolved and the state will change to Canceled.

  B. The state of the case will change to Merged and the state will change to Merged.

  C. The state of the case will change to Deleted and the state will change to Resolved.

  D. The state of the case will change to Canceled and the state will change to Merged.

  Correct Answer: D

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-merge-cases

• Question 288:

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

  You have received articles that were created for a knowledge base from a reviewer.

  Which of the following actions should be taken for articles that are approved?

  A. The approved article must be sent to the Manager.

  B. The approved article must be published.

  C. The approved article must be sent back for final edits.

  D. The approved article's status must be changed to Active.

  Correct Answer: B

• Question 289:

  Your company makes use of Dynamics 365 for Customer Service.

  You need to assign a case in the queue that is currently routed to you to a different user because you have booked time off work.

  You release the case.

  Does the action achieve your objective?

  A. Yes, it does

  B. No, it does not

  Correct Answer: A

• Question 290:

  Your company makes use of Dynamics 365 for Customer Service.

  You need to assign a case in the queue that is currently routed to you to a different user because you have booked time off work.

  You share the case.

  Does the action achieve your objective?

  A. Yes, it does

  B. No, it does not

  Correct Answer: B