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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?
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?
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.
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?
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?
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?
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?
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.
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?
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.
Case Management Unified Service Desk