MB-230 Practice Exam Tests Latest Updated on May-2023
Pass MB-230 Exam in First Attempt Guaranteed Dumps!
Earning the Microsoft MB-230 certification is a great way for professionals to demonstrate their skills and knowledge in implementing and supporting customer service solutions using Dynamics 365. This certification can help individuals advance their careers and gain recognition as experts in the field. Additionally, certified individuals can gain access to exclusive Microsoft resources, such as technical training and support, that can help them stay up-to-date with the latest trends and advancements in customer service technology.
NEW QUESTION # 34
You are setting up Omnichannel for Customer Service.
You need to automate the following tasks to make it easier and quicker for representatives to assist customers:
* Establish a one-step process to send a predefined email to customers once a representative is done helping them.
* Ensure that representatives ask predefined questions to identify a customer before troubleshooting a case.
* Have chatbots available to help make recommendations in typed conversations.
Which tools should you use? To answer, drag the appropriate tools to the correct requirements. Each tool may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
Answer:
Explanation:
Explanation
Graphical user interface, application Description automatically generated with medium confidence
Box 1: Resources
Establish a one-step process to send a predefined email to customers once a representative is done helping them.
Box 2: Security roles
Ensure that representatives ask predefined questions to identify a customer before troubleshooting a case.
Assign a security role
Security roles control a user's access to data through a set of access levels and permissions. The combination of access levels and permissions that are included in a specific security role sets limits on the user's view of data and on the user's interactions with that data.
Box 3: Working hours
Have chatbots available to help make recommendations in typed conversations.
Operating hours define the hours when your organization's customer support team is active and available to serve customers. By setting up operating hours, you help your customers and your organization work together to resolve issues.
The operating hour schedules cater to the following scenarios:
Display the non-availability of customer support on public holidays that are otherwise operating hours.
Accommodate change of calendar timings for daylight saving time twice an year for timezones that have implemented the daylight saving time.
*-> Set up separate schedules for agents, bots, and queues to cater to different business scenarios and product lines seamlessly for any channel.
Define schedules to transition customer queues from bots to agents.
Customize the display and other settings of the chat widget during non-business hours.
Reference:
https://docs.microsoft.com/en-us/power-platform/admin/create-users
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-operating-hours?tabs=customerservicead
NEW QUESTION # 35
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 # 36
A user named User1 creates a knowledge base article. No other action has been taken.
User! must modify the article.
You need to direct User1 to the view where the article is displayed.
To which view should you direct User1?
- A. Unapproved Articles
- B. Scheduled Articles
- C. Draft Articles
- D. Inactive Articles
Answer: C
NEW QUESTION # 37
You need to create the dashboards.
Which dashboard types should you use? To answer, drag the appropriate dashboard types to the correct scenario. Each dashboard type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-dashboard
NEW QUESTION # 38
Drag and Drop Question
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.
Answer:
Explanation:
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/create- customer-service-schedule-define-work-hours
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 a Dynamics 365 for Customer Service system administrator for Contoso, Ltd.
You need to automatically create cases from emails sent to the [email protected] email address.
Solution: Create an automatic record creation and update rule. Set the Source type to Email, and then select the queue. Configure conditions for record creation.
Does the solution meet the goal?
- A. Yes
- B. No
Answer: A
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer- service/automatically-create-case-from-email
NEW QUESTION # 40
You are a Dynamics 365 for Customer Service administrator. You are using Voice of the Customer and are reviewing survey A survey responder marked 10 percent for overall satisfaction.
You need to ask additional questions based on the response.
Which four 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.
Answer:
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey
NEW QUESTION # 41
You are a customer service agent in a call center.
AH customer service agents use Unified Service Desk (USD) to respond to calls.
You need to respond to two calls from two different customers at the same time.
What should you do?
- A. Create one session for each customer.
- B. Create one session and add each customer to a separate section on the form.
- C. Create two sessions and use connections to create a relationship between them.
- D. Create one session and add each customer to the related customer sub grid.
Answer: A
NEW QUESTION # 42
A company uses Dynamics 365 Customer Service.
Telemetry on agent case resolution time reveals that agents spend 20 minutes on average resolving cases.
Analysis determines that resolution duration is increased because agents are often required to view and modify data on the related account.
The company requires a solution that allows agents to enter data in a single screen and edit multiple records without navigating to each record.
You need to create the solution.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point
- A. Add an editable grid of the account on the case form.
- B. Add an editable grid control to the case view.
- C. Configure the Nested grid view.
- D. Configure the editable grid of the case view to include account details.
Answer: A
NEW QUESTION # 43
You need to configure the queues.
Which configurations should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Box 1: Record Creation and Update rule
Reduce the need for manually creating cases from incoming emails and increase the efficiency of customer service agents by creating automatic case creation rules in Dynamics 365 Customer Service.
Box 2: Routing Rule
Unified routing is an intelligent, scalable, and enterprise-grade routing and assignment capability that can direct the incoming work item to the best-suited queue and agent by adhering to work item requirements and matching them with the agent's capabilities.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-email
https://docs.microsoft.com/en-us/dynamics365/customer-service/overview-unified-routing
NEW QUESTION # 44
You are creating a survey using Voice of the Customer.
You need to embed the survey into a website and make it available to your customer.
What should you do?
- A. Create an iFrame URL.
Copy the HTML code to an iFrame in your website. - B. Add the iFrame URL to your website.
- C. Create the website.
Add the URL to the Dynamics 365 site in your website. - D. Create your Dynamics 365 portal.
Display the Voice of the Customer page from within the main website page. - E. Create a webpage on the website.
Add the URL to link the Voice of the Customer questions from Dynamics 365.
Answer: A
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of- customer/distribute-survey
NEW QUESTION # 45
You are implementing Dynamics 365 for Customer Service.
You need to set up available working hours to help desk representatives who have varying schedules.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
NEW QUESTION # 46
You need to search for answers to customer claims.
Which type of search should you perform?
- A. Case Relationships
- B. Detail
- C. Quick Find
- D. Timeline
- E. Related
Answer: E
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/search-knowledge-articles-csh#knowledgebase-search-control
NEW QUESTION # 47
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: Clone the satisfaction survey and customize the questions.
Does the solution meet the goal?
- A. Yes
- B. No
Answer: A
Explanation:
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-basic- survey#clone-or-import-an-existing-survey
NEW QUESTION # 48
You need to configure the options for the schedule.
Which options should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/resources-service-scheduling
NEW QUESTION # 49
You manage a Dynamics 365 for Customer Service environment.
The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entitlement.
You need to create the entitlement for the customer.
What should you do?
- A. Create a new template with the dates and terms. Activate the template.
- B. Make a copy of the old entitlement. Activate the copy.
- C. Delete the old entitlement. Create a new entitlement template.
- D. Add the new end date to the current entitlement and set new terms. Activate the entitlement.
- E. In the old entitlement, zero out the remaining terms and the total terms. Activate the entitlement.
Answer: D
Explanation:
Section: Topic 3, Manage queues, entitlements, and SLAs
Explanation
NEW QUESTION # 50
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: Clone the satisfaction survey and customize the questions.
Does the solution meet the goal?
- A. Yes
- B. No
Answer: A
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design- basic-survey#clone-or-import-an-existing-survey
NEW QUESTION # 51
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.
- A. Rollup queries
- B. Letter
- C. Case
- D. Goal
- E. Social activity
Answer: B,C,E
NEW QUESTION # 52
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?
- A. Business unit
- B. Private
- C. Public
- D. Personal
Answer: B
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queuesmanage-activities-cases
NEW QUESTION # 53
Under which two circumstances will a routing rule be applied to a case without user intervention?
Each correct answer presents a complete solution.
- A. a case is created as the result of a record creation rule
- B. a case was created before the routing rule was activated
- C. a case is created by using a convert to case action
- D. a case is created manually
Answer: B,D
NEW QUESTION # 54
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:
Verification
Acknowledgement and research
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.
Answer:
Explanation:
1 - Create and activate the case-,,,,,
2 - Create a new business process flow record for the case entity.
3 - Create and activate the process flow with,,,,,
Reference:
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
NEW QUESTION # 55
......
The Microsoft MB-230 certification exam covers various topics related to customer service solutions, including case management, knowledge base management, queues, entitlements, service level agreements, and voice of the customer surveys. These topics are essential for professionals who want to design and implement effective customer service solutions that meet the business requirements and customer needs. The exam also covers topics such as integration with other applications, reporting and analytics, and security and compliance.
Microsoft Dynamics 365 Free Certification Exam Material from Actual4Exams with 224 Questions: https://www.actual4exams.com/MB-230-valid-dump.html
MB-230 Dumps Full Questions - Exam Study Guide: https://drive.google.com/open?id=1vkcPPHsRqDqndLCskAke6dLkgrll8nDi