Microsoft Microsoft Certifications MB-230 Questions & Answers

• Question 291:

  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 delete the case.

  Does the action achieve your objective?

  A. Yes, it does

  B. No, it does not

  Correct Answer: B

• Question 292:

  Your company makes use of Dynamics 365 Customer Service with the default settings unchanged.

  You want to find like cases in the system using a default search feature.

  You make use of Full-text Quick Find.

  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/customerengagement/on-premises/admin/configure-quick-find

• Question 293:

  Your company makes use of Dynamics 365 Customer Service with the default settings unchanged.

  You want to find like cases in the system using a default search feature.

  You make use of Quick Find.

  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/customerengagement/on-premises/admin/configure-quick-find

• Question 294:

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

  A customer service manager requires the Append access level to add new entitlement templates for customer service representatives.

  A. No adjustment required.

  B. Organization

  C. Business unit

  D. Remove

  Correct Answer: B

• Question 295:

  You make use of Dynamics 365 Customer Service. You have recently acquired Omnichannel for Customer Service.

  You want to make sure that the system automatically asks questions prior to the chat beginning.

  Which of the following actions should you take?

  A. You should configure a pre-conversation survey.

  B. You should configure Customer Voice.

  C. You should configure a Teams channel.

  D. You should configure an SMS channel.

  Correct Answer: A

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-pre-chat-survey

• Question 296:

  You make use of Dynamics 365 Customer Service. You have recently acquired Omnichannel for Customer Service.

  You want to make sure that an agent is unable to view a client's credit card data in a live chat.

  Which of the following actions should you take?

  A. You should configure a business rule.

  B. You should configure a data masking rule.

  C. You should configure data encryption.

  D. You should configure a routing rule.

  Correct Answer: B

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/data-masking-settings

• Question 297:

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

  You have been tasked with setting up Twilio SMS for the customer service division.

  Which of the following is required for this configuration? (Choose two.)

  A. A Customer ID

  B. An Account ID

  C. An Auth Token

  D. An API Key

  Correct Answer: BC

  Reference: https://neilparkhurst.com/2020/11/06/omnichannel-for-customer-service-twilio-for-sms/

• Question 298:

  You are employed as an administrator for your company's Dynamics 365 for Customer Service implementation. You are currently creating case dashboard. You want to make sure that the dashboard displays cases by priority. Which of the following actions should you take?

  A. You should configure the use of a timeframe filter.

  B. You should configure the use of a priority filter.

  C. You should configure the use of a global filter.

  D. You should configure the use of a visual filter.

  Correct Answer: D

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-dashboard#visual-filter

• Question 299:

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

  The status reason for a Cancelled case status will read Researching.

  A. No adjustment required.

  B. Waiting for details

  C. Merged

  D. On hold

  Correct Answer: C

• Question 300:

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

  You have been tasked with detecting and removing duplicate cases.

  You decide to make use of business rules to achieve your goal.

  Does the action achieve your objective?

  A. Yes, it does

  B. No, it does not

  Correct Answer: A