Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) Free Practice Test
Question 1
You configure the Case Management Agent for a company. The company previously disabled all Al features in the environment. Users report that the agent does not automatically update cases from conversation information. You need to resolve the issue. What should you do?
Correct Answer: D
Question 2
You need to configure the system to notify managers about unhappy patients.
What should you do?
What should you do?
Correct Answer: C
Explanation: Only visible for TestSimulate members. You can sign-up / login (it's free).
Question 3
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?
You need to ensure that VoC survey responses trigger an escalation in support.
Which workflow should you use?
Correct Answer: B
Explanation: Only visible for TestSimulate members. You can sign-up / login (it's free).
Question 4
You are a Dynamics 365 Customer Service administrator. Emails are automatically converted to cases.
Users report that emails are no longer being converted to cases.
What is the possible cause?
Users report that emails are no longer being converted to cases.
What is the possible cause?
Correct Answer: D
Explanation: Only visible for TestSimulate members. You can sign-up / login (it's free).
Question 5
A company uses Omnichannel for Customer Service. An administrator creates a report. You must change reports to intraday insight reports without using customization. You need to determine why you are unable to switch to the intraday insight reports. What is the issue?
Correct Answer: B
Question 6
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.
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.
Correct Answer:
Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/sales-enterprise/create-edit-goal-metric
Question 7
You are a customer service manager for a company using Dynamics 365 for Customer Service.
You need to set up queues to manage support. You assign a team to each queue.
What type of queue should you configure?
You need to set up queues to manage support. You assign a team to each queue.
What type of queue should you configure?
Correct Answer: A
Explanation: Only visible for TestSimulate members. You can sign-up / login (it's free).
Question 8
A company is implementing Omnichannel for Dynamics 365 Customer Service. The company ' s requirements are:
* Live chat must be available through Omnichannel for cases only.
* High-priority cases must automatically be sent to the next available agent.
* Lower-priority cases must wait to be picked up by an agent
* All work must be distributed evenly with no other conditions.
You need to select the setup that meets the requirements. Which setup should you select?
* Live chat must be available through Omnichannel for cases only.
* High-priority cases must automatically be sent to the next available agent.
* Lower-priority cases must wait to be picked up by an agent
* All work must be distributed evenly with no other conditions.
You need to select the setup that meets the requirements. Which setup should you select?
Correct Answer: D
Question 9
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets 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.
An electrical engineering company is implementing Dynamics 365 Customer Service.
Engineers schedule work in one-hour blocks.
Engineers who complete a job before the end of the one-hour block must not be able to start a new job in that some block.
Engineers who require part of an additional one-hour block to complete a job must not be able to start a new job in that additional block.
You need to configure the fulfillment preference to meet the requirements.
Proposed solution: Configure the working hours calendar to allow one-hour resource booking blocks.
Does the solution meet the goal?
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.
An electrical engineering company is implementing Dynamics 365 Customer Service.
Engineers schedule work in one-hour blocks.
Engineers who complete a job before the end of the one-hour block must not be able to start a new job in that some block.
Engineers who require part of an additional one-hour block to complete a job must not be able to start a new job in that additional block.
You need to configure the fulfillment preference to meet the requirements.
Proposed solution: Configure the working hours calendar to allow one-hour resource booking blocks.
Does the solution meet the goal?
Correct Answer: A
Explanation: Only visible for TestSimulate members. You can sign-up / login (it's free).
Question 10
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 private and add applicable members.
* Set up the support queue to be public.
Does the solution meet the goal?
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 private and add applicable members.
* Set up the support queue to be public.
Does the solution meet the goal?
Correct Answer: A
Explanation: Only visible for TestSimulate members. You can sign-up / login (it's free).
Question 11
You are an agent for a company that uses Dynamics 365 Customer Service. You start a conversation with a client.
You must keep track of knowledgebase (KB) articles and client conversations. When you start a conversation with a client, you must automate The following tasks:
* Open the client ' s record.
* Search the KB
* Send the KB article in the chat
You need to configure macros to automate the tasks.
Which three features should you configure? Each correct answer presents part of the solution NOTE: Each correct selection is worth one point.
You must keep track of knowledgebase (KB) articles and client conversations. When you start a conversation with a client, you must automate The following tasks:
* Open the client ' s record.
* Search the KB
* Send the KB article in the chat
You need to configure macros to automate the tasks.
Which three features should you configure? Each correct answer presents part of the solution NOTE: Each correct selection is worth one point.
Correct Answer: A,B,C
Question 12
You use Dynamics 365 for Customer Service.
You need to merge cases.
What is the outcome for the merge process? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.
You need to merge cases.
What is the outcome for the merge process? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.
Correct Answer:
Explanation:
Question 13
You use Dynamics 365 for Customer Service.
You need to create business process flows.
Which three entities can you use? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
You need to create business process flows.
Which three entities can you use? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Correct Answer: A,D,E
Question 14
A retailer uses Dynamics 365 Customer Service integrated with Microsoft Teams.
Agents must be able to easily chat with other contacts who have recent activities with the same customer as the agent. Agents also must be able to pin specific chats to channels directly from Customer Service.
You need to enable suggested contacts for cases.
Which configuration should you enable for each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Agents must be able to easily chat with other contacts who have recent activities with the same customer as the agent. Agents also must be able to pin specific chats to channels directly from Customer Service.
You need to enable suggested contacts for cases.
Which configuration should you enable for each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Correct Answer:
Explanation:
Question 15
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.
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.
Correct Answer:
Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design- advancedsurvey