Microsoft Microsoft Certifications MB-230 Questions & Answers

• Question 31:

  DRAG DROP

  You are a Dynamics 365 for Customer Service administrator.

  You need to import cases from a file without applying routing rules.

  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/create-rules-automatically-route-cases

• Question 32:

  DRAG DROP

  You are a Dynamics 365 for Customer Service administrator.

  Your company requires a new phone-to-case business process flow for customer service representatives to follow.

  The stages are as follows:

  1.

  Verification

  2.

  Acknowledgement and research

  3.

  Resolution

  Customer service representatives must send an email to the customer when a case enters the acknowledgement-and-research stage.

  You need to create the required business process flow and components.

  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/customize/create-business-process-flow https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/workflow-processes

• Question 33:

  DRAG DROP

  You are customizing a Dynamics 365 for Customer Service implementation.

  The call center manager requires a visual representation that includes the number of resolved cases by month for each call center agent. The chart must be visible to all users within the service area.

  You need to create the chart.

  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 34:

  DRAG DROP

  You manage Dynamics 365 for Customer Service.

  You need to create a list of holidays and ensure that existing service-level agreements (SLAs) observe those holidays.

  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/create-customer-service-schedule-define-work-hours

• Question 35:

  HOTSPOT

  You need to meet the automatic case creation requirements.

  What should you do? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

  Reference:

  https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-email

  https://cloudblogs.microsoft.com/dynamics365/it/2017/07/25/convert-email-to-a-case-with-a-few-clicks-in-dynamics-365-app-for-outlook/

• Question 36:

  HOTSPOT

  You need to ensure cases are handled correctly.

  What should you do? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/overview-unified-routing

• Question 37:

  HOTSPOT

  You need to decide which action is applicable in the SLA.

  What should you do? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

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

• Question 38:

  HOTSPOT

  You need to set up the distribution of incoming service requests.

  What should you configure? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

• Question 39:

  HOTSPOT

  You need to configure the system to meet the requirements for external access and the portal.

  What should you configure? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

• Question 40:

  HOTSPOT

  You need to select which setting needs to be configured for each setup.

  Which settings should you select? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams

  https://docs.microsoft.com/en-us/dynamics365/customer-service/enable-skill-routing-create-rating-model