Microsoft Microsoft Certifications MB-230 Questions & Answers

• Question 301:

  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 parent-child case relationships to achieve your goal.

  Does the action achieve your objective?

  A. Yes, it does

  B. No, it does not

  Correct Answer: B

• Question 302:

  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 merge cases to achieve your goal.

  Does the action achieve your objective?

  A. Yes, it does

  B. No, it does not

  Correct Answer: B

• Question 303:

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

  You have been given the task of managing several lists of cases.

  You want to create a list of cases that are open for a month.

  Which of the following actions should you take?

  A. You should create a system view.

  B. You should create a public view.

  C. You should create a personal view.

  D. You should create a shared view.

  Correct Answer: C

  Reference: https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/customize/create-edit-views

• Question 304:

  You are a Dynamics 365 for Customer Service administrator.

  You have been tasked with making sure that cases are automatically created for emails received by clients in possession of a support contract.

  You have created an automatic record creation and update rule.

  Which two of the following actions should you take NEXT?

  A. You should configure the rule to generate a case if a valid entitlement exists.

  B. You should configure the rule to send automatic email responses to customers when records are created.

  C. You should set the source type to service activity.

  D. You should set the source type to email.

  Correct Answer: AD

• Question 305:

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

  When categorizing cases via queues, cases should be categorized as Products.

  A. No adjustment required.

  B. Services

  C. Managed solutions

  D. Unmanaged solutions

  Correct Answer: A

• Question 306:

  Which of the following statements is TRUE when designing a business process flow?

  A. You can use up to 40 steps for each stage.

  B. Each branch can be no more than 10 levels deep.

  C. You can select an entity relationship when defining a process flow.

  D. You can use a minimum of 30 stages per process, as well as a minimum of 30 steps per stage.

  Correct Answer: C

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

• Question 307:

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

  Your company has several business process flows for managing contracts.

  You want to specify the default process flow.

  You configure the order of the business process flows.

  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/customize/business-process-flows-overview

• Question 308:

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

  Your company has several business process flows for managing contracts.

  You want to specify the default process flow.

  You configure the steps of the business process flows.

  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/customerengagement/on-premises/customize/business-process-flows-overview

• Question 309:

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

  Your company has several business process flows for managing contracts.

  You want to specify the default process flow.

  You configure the stages of the business process flows.

  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/customerengagement/on-premises/customize/business-process-flows-overview

• Question 310:

  Your company makes use of Dynamics 365 for Customer Service.

  You have been tasked with configuring available working hours for help desk staff. The staff have different schedules.

  You are preparing to configure individual working hours.

  Which two of the following options should you configure?

  A. Service management.

  B. Security settings.

  C. System settings

  D. All customer service calendars.

  Correct Answer: AD