Microsoft (MB-230) Exam Questions And Answers page 3
You are employed as an administrator for your company s Dynamics 365 for Customer Service implementation.
You are preparing to merge duplicate cases.
Which of the following is TRUE with regards to the state of the case and the status after these duplicate cases have been merged?
You are preparing to merge duplicate cases.
Which of the following is TRUE with regards to the state of the case and the status after these duplicate cases have been merged?
The state of the case will change to Merged and the state will change to Merged.
The state of the case will change to Deleted and the state will change to Resolved.
The state of the case will change to Canceled and the state will change to Merged.
Dynamics 365 Customer Service Overview
Case Management
You are responsible for designing surveys via Voice of the Customer (VoC).
You want to make sure that the design allows for questions to be shown or hidden according to answer selected.
You include Client-side routing in the design.
Does the action achieve your objective?
You want to make sure that the design allows for questions to be shown or hidden according to answer selected.
You include Client-side routing in the design.
Does the action achieve your objective?
Yes, it does
No, it does not
Voice of the Customer
A fitness company has several locations.
The company implements Dynamics 365 Customer Service and uses it to schedule personal trainer sessions with customers.
Customers report the following issues:
• Customers are assigned personal trainers who do not reside at the customer's location.
• Customers are assigned personal trainers during the trainers non-working hours.
You need to resolve the issues.
Which two settings should you configure? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
The company implements Dynamics 365 Customer Service and uses it to schedule personal trainer sessions with customers.
Customers report the following issues:
• Customers are assigned personal trainers who do not reside at the customer's location.
• Customers are assigned personal trainers during the trainers non-working hours.
You need to resolve the issues.
Which two settings should you configure? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
Customer Service Calendar
resource skills
Work Hours
facility resources
Fulfillment Preferences
Case Management
Unified Service Desk
Customer service representatives are not able to manually add service-level agreements (SLAs) to a record.
You need to enable on-demand SLAs.
What should you do?
You need to enable on-demand SLAs.
What should you do?
Configure the scope of the workflow
Publish the on-demand SLA
Activate the SLA
Request an administrator to add the SLA field to the entity form
Dynamics 365 Customer Service Overview
Service Management
You are a Dynamics 365 for Customer Service administrator.
Your company provides standard support contracts for 20 hours of email support. Phone is offered as a premium service in allotments of 10 incidents.
You need to set up an entitlement template for the standard support.
What should you configure?
Your company provides standard support contracts for 20 hours of email support. Phone is offered as a premium service in allotments of 10 incidents.
You need to set up an entitlement template for the standard support.
What should you configure?
Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to Phone.
Set the value of the Total terms value to 20.
Set the entitlement channel option to Phone.
Set the value of the Total terms value to 20.
Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to Email. Set the value of the Total terms field to 20.
Set the entitlement channel option to Email. Set the value of the Total terms field to 20.
Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to Email.
Set the value of the Total terms field to 10.
Add the Phone option. Set the value of the Total Terms field to 10.
Set the entitlement channel option to Email.
Set the value of the Total terms field to 10.
Add the Phone option. Set the value of the Total Terms field to 10.
Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to Email. Set the value of the Total terms field to 0.
Add the Phone option.
Set the value of the Total Terms field to 10.
Set the entitlement channel option to Email. Set the value of the Total terms field to 0.
Add the Phone option.
Set the value of the Total Terms field to 10.
Dynamics 365 Customer Service Overview
Case Management
You are using Dynamics 365 for Customer Service.
You need to automate the process of adding cases to a queue.
What should you do?
You need to automate the process of adding cases to a queue.
What should you do?
Use routing rules
Use the convert activities functionality with cases
Use the add to queue button on a case
Use the Assign button on a case
Case Management
You manage Dynamics 365 for Customer Service.
You need to configure automatic case creation for emails received by customers who have a support contract.
What should you do?
You need to configure automatic case creation for emails received by customers who have a support contract.
What should you do?
Configure service level agreements to be on hold until a call can be made to the customer.
Create an automatic record creation and update rule. Set the source type to email. Configure the rule to send automatic email responses to customers when records are created.
Create an automatic record creation and update rule. Set the source type to service activity. Configure the rule to send automatic email responses to customers when records are created.
Create an automatic record creation and update rule. Set the source type to email. If a valid entitlement exists, configure the rule to create a case.
Dynamics 365 Customer Service Overview
Case Management
You are implementing Omnichannel for Customer Service for a company.
The company has set up dedicated teams to handle inquiries from different social platforms. Each team member specializes in a specific product line from the company. However, the team members must be able to pick up any inquiry coming into the team.
You need to configure the system.
Which two components should you configure? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
The company has set up dedicated teams to handle inquiries from different social platforms. Each team member specializes in a specific product line from the company. However, the team members must be able to pick up any inquiry coming into the team.
You need to configure the system.
Which two components should you configure? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Create a work item trigger
Turn on Agent Affinity
Create a Parent Child attribute
Create a routing rule
Turn on a custom listener
Service Management
Case Management
Your company makes use of Dynamics 365 for Customer Service.
You need to assign a case in the queue that is currently routed to you to a different user because you have booked time off work.
You share the case.
Does the action achieve your objective?
You need to assign a case in the queue that is currently routed to you to a different user because you have booked time off work.
You share the case.
Does the action achieve your objective?
Yes, it does
No, it does not
Dynamics 365 Customer Service Overview
Case Management
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.
Which three SLAs should you create? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
SLA with 24 hours as the failure time and no warning
SLA with 6 hours as the failure time and a one-hour warning
SLA with 6 hours as the failure time and no warning
SLA with one hour as the failure time and no warning
SLA with 24 hours as the failure time and a two-hour warning
Case Management
Unified Service Desk
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