Microsoft (MB-230) Exam Questions And Answers page 11
You need to consider the underlined segment to establish whether it is accurate.
When categorizing cases via queues, cases should be categorized as Products.
When categorizing cases via queues, cases should be categorized as Products.
Case Management
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?
You need to configure a Power BI connection to a Dynamics 365 organization named Contoso.
Which service URL should you use?
Dynamics 365 Customer Service Overview
Service Management
What should managers use to perform weekly reviews with case representatives?
Case Management
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?
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?
Dynamics 365 Customer Service Overview
Service Management
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: Create an action that generates a task record that is assigned to the case reviewer and appends the text Ready for review to the case topic.
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 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: Create an action that generates a task record that is assigned to the case reviewer and appends the text Ready for review to the case topic.
Does the solution meet the goal?
Knowledge Management
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.
A company uses Dynamics 365 Customer Service Hub.
Customer service representatives must be able to perform a relevance search on name, phone number, email, and queue.
A customer service representative is not able to perform a relevance search for emails.
You need to ensure that the customer service representative can perform relevance searches for email addresses.
Solution: Enable the customization to include Knowledge Management.
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.
A company uses Dynamics 365 Customer Service Hub.
Customer service representatives must be able to perform a relevance search on name, phone number, email, and queue.
A customer service representative is not able to perform a relevance search for emails.
You need to ensure that the customer service representative can perform relevance searches for email addresses.
Solution: Enable the customization to include Knowledge Management.
Does the solution meet the goal?
Knowledge Management
You need to add SLA timers to the Case form.
Which two options should you configure? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Which two options should you configure? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Case Management
Knowledge Management
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?
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?
Dynamics 365 Customer Service Overview
Knowledge Management
You are a Dynamics 365 Customer Service administrator.
You are configuring a case dashboard.
You need to filter the dashboard to show only escalated cases and cases that are marked as Request.
Which filter should you use?
You are configuring a case dashboard.
You need to filter the dashboard to show only escalated cases and cases that are marked as Request.
Which filter should you use?
Case Management
A company implements Dynamics 365 for Customer Service. You are assigned a case.
You accidentally close the case before completing your work.
You need to ensure that you can continue to work on the case.
What should you do?
You accidentally close the case before completing your work.
You need to ensure that you can continue to work on the case.
What should you do?
Case Management
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