Microsoft Microsoft Certifications MB-230 Questions & Answers

• Question 21:

  DRAG DROP

  You are a Dynamics 365 for Customer Service administrator.

  You need to implement queues to manage cases.

  Which queue types should you use? To answer, drag the appropriate queue types to the correct scenarios. Each queue type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view

  content.

  NOTE: Each correct selection is worth one point.

  Select and Place:

  

  Correct Answer:

  

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

• Question 22:

  DRAG DROP

  You are a Dynamics 365 for Customer Service administrator. You are using Voice of the Customer and are reviewing survey

  A survey responder marked 10 percent for overall satisfaction.

  You need to ask additional questions based on the response.

  Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

  Select and Place:

  

  Correct Answer:

  

  References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advanced-survey

• Question 23:

  DRAG DROP

  A Dynamics 365 Customer Service organization uses routing rules to escalate cases.

  Security roles have not been modified or created.

  You need to modify the routing rule set that is currently in use and enforce the principle of least privilege.

  Which five actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

  Select and Place:

  

  Correct Answer:

  

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-cases

• Question 24:

  DRAG DROP

  You are a Dynamics 365 for Customer Service administrator.

  You must track time against enhanced service-level agreements (SLAs).

  You need to add a timer.

  Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

  Select and Place:

  

  Correct Answer:

  

  References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/add-timer-forms-track-time-against-enhanced-sla

• Question 25:

  DRAG DROP

  You make a phone call regarding an existing case record.

  You need to create a phone call activity that appears on the case record timeline.

  Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

  Select and Place:

  

  Correct Answer:

  

• Question 26:

  DRAG DROP

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

  You need to link the knowledge base records that relate to cases and send articles to customers.

  Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in them correct order.

  Select and Place:

  

  Correct Answer:

  

• Question 27:

  DRAG DROP

  You are a Dynamics 365 for Customer Service system administrator.

  You need to create service-level agreements (SLAs) to meet company requirements.

  What SLA types should you use? To answer, drag the appropriate SLA types to the correct requirements. Each SLA type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view

  content.

  NOTE: Each correct selection is worth one point.

  Select and Place:

  

  Correct Answer:

  

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

• Question 28:

  DRAG DROP

  You are a Dynamics 365 for Customer Service administrator. Your company provides support between 9 a.m. and 5 p.m.

  You must add a warning to account records when service representatives do not contact an account within eight business hours of the account being verified.

  You need to enable service-level agreements (SLAs) for accounts.

  In which order should you perform the actions? To answer, move all actions from the list to the answer area and arrange them in the correct order.

  Select and Place:

  

  Correct Answer:

  

• Question 29:

  DRAG DROP

  A customer uses Dynamics 365 for Customer Service.

  Customer service representatives must be able to create knowledge base articles.

  You need to ensure that all knowledge base articles are submitted for review and approval before they are made available to use.

  Which four actions must be performed in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

  Select and Place:

  

  Correct Answer:

  

  References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hub-user-guide-knowledge-article

• Question 30:

  DRAG DROP

  You are a Dynamics 365 system administrator.

  Your customer service team must define goal metrics to track and measure all resolved cases.

  You need to create a goal metric with a rollup field.

  In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.

  Select and Place:

  

  Correct Answer:

  

  References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/sales-enterprise/create-edit-goal-metric