[Dec 25, 2021] Valid MB-230 Test Answers & MB-230 Exam PDF

Valid Microsoft Dynamics 365 MB-230 Dumps Ensure Your Passing

The Microsoft MB-230 exam is designed to evaluate one’s expertise in performing specific technical tasks. These include knowledge & case management, queues, Service Level Agreements, and entitlements management, scheduling implementation, analytics management, and Omnichannel for Customer Service. The details of these objectives are highlighted below:

Knowledge Management & Cases Management: 20-25%

• Creating & Managing Cases: This domain will measure the candidates’ skills in managing case lists, configuring cases, and implementing child/parent cases. It will also evaluate their competence in creating and searching for different case records, converting specific activities to cases, merging cases, and performing case resolutions.
• Implementing Knowledge Management: The students will need to demonstrate their expertise in configuring Knowledge search control, categories & subjects, as well as Knowledge Management entities. The questions related to this subtopic will also measure competence in using Knowledge Management to solve cases and managing Knowledge article models. Besides, the individuals are required to have expertise in implementing Knowledge Search, converting cases to specific knowledge articles, and linking articles with cases.
• Configuring & Automating Cases: The examinees should gain the skills in implementing case routing rules, advanced similarity rules, update rules, as well as record creation. It also requires their competence in configuring business process flows and Status Reason transitions. Additionally, the applicants should also have the skills in customizing Case Resolution forms and capturing customer feedback with the use of Customer Voice.

What is the duration, language, and format of MB-230: Microsoft Dynamics 365 Customer Service Exam

• language: English
• Number of Questions: 40 - 60 (Since Microsoft does not publish this information, the number of exam questions may change without notice.)
• Length of Examination: 45 mins
• Passing Score 700 / 1000
• Type of Questions: This test format is multiple choice.

MB-230 Structure

• The number of questions ranges from 40 to 60.
• The cost of such an exam is $165 based on the country, where the exam is proctored.
• It is delivered in English.
• Candidates can take 180 minutes to complete the final exam.
• The format of the questions can be multiple-choice, drag and drop, build lists, active screen, etc.

 

NEW QUESTION 23
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer (VoC).
You need to ensure that VoC survey responses trigger an escalation in support.
Which workflow should you use?

• A. VoC - Close Survey Activity
• B. VoC - Process NPS Response
• C. VoC - Process Face Response
• D. VoC - Process Survey Response

Answer: D

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/plan- survey

 

NEW QUESTION 24
You are a customer service manager using Dynamics 365 for Customer Service.
You need to restrict support to the products that a customer has purchased.
What should you do?

• A. Add the products to the customer's entitlement
• B. Add the product to the account
• C. Add the products to the case
• D. Add the products to the customer

Answer: A

Explanation:
Section: Topic 3, Manage queues, entitlements, and SLAs

 

NEW QUESTION 25
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
You are configuring a business process flow for a case entity.
All cases must be flagged for review.
You need to complete configuration of the business process flow.
Solution: For a new action named Ready for review, disable the As a business process flow action step option.
Does the solution meet the goal?

• A. No
• B. Yes

Answer: A

Explanation:
Section: Topic 1, Perform Configuration
Explanation/Reference:

 

NEW QUESTION 26
You use Dynamics 365 for Customer Service administrator. You plan to create Voice of the Customer surveys.
You need to determine which survey question feature is needed to complete the design of the survey.
Which survey features should you use? To answer, select the appropriate survey type in the dialog box in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

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

 

NEW QUESTION 27
You are using Dynamics 365 for Customer Service. You have existing routing rules.
You need to create a routing rule for cases and bulk-import cases.
Which actions should you perform? To answer, select the appropriate action in the dialog box in the answer area.
NOTE:Each correct selection is worth one point.

Answer:

Explanation:

 

NEW QUESTION 28
You are a Dynamics 365 Customer Service administrator. You are creating a customer service schedule.
You need to ensure that the schedule shows the correct time zone for available customer service hours.
What should you do?

• A. Set the time zone in Dynamics 365 personal options.
• B. Set the time zone to GMT (Coordinated Universal Time) to enable conversion when you sign in.
• C. Set the time zone in each customized schedule.
• D. Allow the system to automatically convert to each user's time zone when a user signs in.

Answer: C

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-customer-service-schedule-definework- hours

 

NEW QUESTION 29
You are a Dynamics 365 for Customer Service administrator.
You need to categorize activities and cases by using queues.
How should you categorize each record? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.

Answer:

Explanation:

 

NEW QUESTION 30
Hotspot Question
You are implementing Omnichannel for Customer Service for a hospital.
Each customer service agent has a chat capacity of 200.
The implementation requirements are as follows:
Each agent can take no more than two chats at a time.
A new conversation must auto assign to an available agent.
You need to select the conversation options to meet the requirements.
Which options should you configure?

Answer:

Explanation:

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/unified-routing-work-distribution

 

NEW QUESTION 31
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
Your company provides clients with Dynamics 365 for Customer Service Voice of the Customer employee satisfaction surveys. The company has a standardized set of survey questions named Satisfaction Survey.
You need to customize the survey for each client.
Solution: Create custom question types. Add the custom question types to a new survey. Customize the questions.
Does the solution meet the goal?

• A. No
• B. Yes

Answer: A

Explanation:
Section: Topic 4, Configure Voice of the Customer

 

NEW QUESTION 32
You need to create the SLAs.
Which three SLAs should you create? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

• A. SLA with 6 hours as the failure time and a one-hour warning
• B. SLA with 24 hours as the failure time and no warning
• C. SLA with one hour as the failure time and no warning
• D. SLA with 24 hours as the failure time and a two-hour warning
• E. SLA with 6 hours as the failure time and no warning

Answer: A,C,D

Explanation:
Explanation
Text Description automatically generated
An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.

 

NEW QUESTION 33
You need to identify which actions are available in an enhanced service level agreement (SLA).
What are two possible actions that you can identify? Each correct answer presents a complete solution.

• A. assigning records
• B. on-demand workflow
• C. sending email
• D. prompt and response

Answer: A,C

 

NEW QUESTION 34
You are a customer service representative using Dynamics 365 for Customer Service.
You need to identify and eliminate duplicate cases.
What should you do?

• A. Configure Dynamics 365 AI for Customer Service
• B. Use business rules
• C. Use parent-child case relationships
• D. Merge cases

Answer: B

Explanation:
Section: Topic 2, Manage cases and the knowledge base

 

NEW QUESTION 35
Your organization plans to use Microsoft Power BI to access and analyze data in Dynamics 365 for Customer Service.
You need to configure a Power BI connection to a Dynamics 365 organization named Contoso.
Which service URL should you use?

• A. https://disco.crm.dynamics.com/xrmservices/2011/discovery.svc
• B. https://contoso.crm.dynamics.com
• C. https://disco.crm.dynamics.com/api/discovery/v9.1
• D. https://contoso.api.crm.dynamics.com/xrmservices/2011/organization.svc

Answer: B

 

NEW QUESTION 36
What are Field Service Agreements?

• A. methods to help users verify what the customers are eligible for and create cases for customers
• B. frameworks for automatically generating work orders and invoices
• C. methods to allow users to organize, prioritize, and monitor the progress of their work
• D. deflations for the level of service or support that your organization agrees to offer to a customer

Answer: B

 

NEW QUESTION 37
You need to create the SLAs.
Which three SLAs should you create? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

• A. SLA with 6 hours as the failure time and a one-hour warning
• B. SLA with 24 hours as the failure time and no warning
• C. SLA with one hour as the failure time and no warning
• D. SLA with 24 hours as the failure time and a two-hour warning
• E. SLA with 6 hours as the failure time and no warning

Answer: A,C,D

Explanation:

An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.

 

NEW QUESTION 38
You are using Dynamics 365 for Customer Service.
You need to automate the process of adding cases to a queue.
What should you do?

• A. Use the convert activities functionality with cases
• B. Use routing rules
• C. Use the add to queue button on a case
• D. Use the Assign button on a case

Answer: B

Explanation:
Section: Topic 3, Manage queues, entitlements, and SLAs

 

NEW QUESTION 39
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
You are implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2.
You need to set up the queues to meet the following requirements:
Users must have their own queues that no one else can access.
Users must not be able to view each other's queue.
Users must be able to work from the support queue.
Solution:
Set up each user queue to be private.
Set up level1 and level2 queues to be public and add applicable members.
Set up the support queue to be public.
Does the solution meet the goal?

• A. No
• B. Yes

Answer: A

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

 

NEW QUESTION 40
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