Latest [Jan 22, 2022] Microsoft MB-230 Exam Practice Test To Gain Brilliante Result
Take a Leap Forward in Your Career by Earning Microsoft MB-230
How to study the MB-230: Microsoft Dynamics 365 Customer Service Exam
Preparation of certification exams could be covered with two resource types . The first one are the study guides, reference books and study forums that are elaborated and appropriate for building information from ground up. Apart from them video tutorials and lectures are a good option to ease the pain of through study and are relatively make the study process more interesting nonetheless these demand time and concentration from the learner. Smart candidates who wish to create a solid foundation altogether examination topics and connected technologies typically mix video lectures with study guides to reap the advantages of each but practice exams or practice exam engines is one important study tool which goes typically unnoted by most candidates. Practice exams are designed with our experts to make exam prospects test their knowledge on skills attained in course, as well as prospects become comfortable and familiar with the real exam environment. Statistics have indicated exam anxiety plays much bigger role of students failure in exam than the fear of the unknown. RealVCE expert team recommends preparing some notes on these topics along with it don’t forget to practice Microsoft MB-230 dumps which had been written by our expert team, each of these can assist you loads to clear this exam with excellent marks.
NEW QUESTION 25
You plan to create an entitlement template.
You need to identify which types of records can be associated to the template.
What are the possible record types that you can associate to the template? Each correct answer presents a complete solution.
- A. products
- B. contacts
- C. account
- D. service level agreement (SLA)
Answer: A,B,C,D
NEW QUESTION 26
A company uses Dynamics 365 for Customer Service.
You need to document the case resolution process.
How are each of the casesresolved? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hubuse
NEW QUESTION 27
Hotspot Question
You are a Dynamics 365 Customer Service administrator.
Users inform you about situations in which child cases are not working correctly.
You need to configure the system to correct the issues.
What should you do in each situation? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child- cases
NEW QUESTION 28
A company has the following business units:
Call center
Customer service
Digital response
Escalation
The security roles have not been modified. The customer service business unit is the parent of all other business units. Each business unit has its own queues. Customer service cases are routed to the appropriate individuals by using the queues.
You need to ensure that a specific user within the customer service business unit can read all queues within the parent and child business units.
Which security role should you assign to the user?
- A. Customer service representative
- B. Scheduler
- C. Customer service manager
- D. System customizer
Answer: C
NEW QUESTION 29
You view the interactive dashboard in the Microsoft Dynamics 365 Customer Service Hub.
Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 30
You are using Dynamics 365 for Customer Service.
You need to automate the process of adding cases to a queue.
What should you do?
- A. Use the convert activities functionality with cases
- B. Use routing rules
- C. Use the add to queue button on a case
- D. Use the Assign button on a case
Answer: B
NEW QUESTION 31
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.
Answer:
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/sales-enterprise/create-edit-goal-metric
NEW QUESTION 32
A company uses Dynamics 365 Customer Service.
The schedule shows working intervals of 45 minutes. The intervals cause customer service representatives to have too much free time during working hours. The company wants to change the intervals to every 30 minutes.
You need to configure the intervals.
What should you configure?
- A. Schedule with travel time and distance
- B. Resource crew scheduling
- C. Fulfillment preferences
- D. Requirement groups
- E. Schedule within time constraints
Answer: C
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/set-up-time-groups
NEW QUESTION 33
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?
- A. No
- B. Yes
Answer: B
Explanation:
https://docs.microsoft.com/en-us/business-applications-release-notes/april18/microsoft-flow/add- action-business-process-flow
NEW QUESTION 34
Hotspot Question
You view the interactive dashboard in the Microsoft Dynamics 365 Customer Service Hub.
Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 35
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: Configure Dynamics 365 to automatically send responses to customers when the record is created.
Does the solution meet the goal?
- A. No
- B. Yes
Answer: A
NEW QUESTION 36
You need to configure the system to notify managers about unhappy patients.
What should you do?
- A. Configure Omnichannel Insights.
- B. Set a routing rule for escalations.
- C. Change the value of the Monitor real-time customer sentiment option to Yes.
Answer: C
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/oc-monitor-real-time-customer-sentimentsessions
NEW QUESTION 37
You are a Dynamics 365 for Customer Service system administrator.
You need to create service-level agreements (SLAs) to meet company requirements.
What SLA types should you use? To answer, drag the appropriate SLA types to the correct requirements. Each SLA 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:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-levelagree
NEW QUESTION 38
You are configuring a single business process flow in Dynamics 365 for Customer Service.
You need to design the business process flow.
What should you do?
- A. Merge peer branches to a single stage when merging branches.
- B. Use 40 steps per stage.
- C. Combine multiple conditions in a rule by using both the AND and OR operators.
- D. Span the process across 10 unique entities.
Answer: A
Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/enhance-business-processflows-branching
NEW QUESTION 39
A company implements Dynamics 365 for Customer Service.
Which status reason is used for each casestatus? To answer, select the appropriate option in the answer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 40
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: Set the input parameter type as Option set for the action.
Does the solution meet the goal?
- A. No
- B. Yes
Answer: A
Explanation:
Section: Topic 1, Perform Configuration
NEW QUESTION 41
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. Add the new end date to the current entitlement and set new terms. Activate the entitlement.
- B. Make a copy of the old entitlement. Activate the copy.
- C. In the old entitlement, zero out the remaining terms and the total terms. Activate the entitlement.
- D. Create a new template with the dates and terms. Activate the template.
- E. Delete the old entitlement. Create a new entitlement template.
Answer: B
Explanation:
The expired entitlement is always in read-only mode and cannot be modified,also, there is no option to activate the expired entitlement. Only option available with expired entitlements is RENEW that will copy the current entitlement as a template into a new entitlement in draft mode, that needs to be modified (if required) and then activated.
NEW QUESTION 42
A company uses Dynamics 365 Customer Service. The company purchases Omnichannel for Customer Service.
The company wants the following requirements implemented without the need to license additional software:
The system must automatically ask questions before the chat begins.
Credit card information that a customer enters in a chat must not be visible to the agent.
You need to configure the options to meet the requirements.
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/configure-pre-chat-survey
https://docs.microsoft.com/en-us/dynamics365/customer-service/data-masking-settings
NEW QUESTION 43
You are helping a company implement Power Virtual Agents with Omnichannel for Customer Service.
The company has a chatbot that escalates to a manager if a customer wants to escalate from a chatbot.
You need to configure a prerequisite before you can implement the chatbot.
Which prerequisite should you configure?
- A. Create one chatbot in one queue with the chatbot having the highest capacity over human capacity.
- B. Configure context variables for a chatbot.
- C. Create one chatbot in one queue with a human having a higher capacity over the chatbot.
- D. Configure an SMS channel for a chatbot.
- E. Configure a Microsoft Teams support channel for the chatbot.
Answer: B
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent
NEW QUESTION 44
You are a customer service representative working with cases in Dynamics 365 for Customer Service.
You need to manage multiple lists of cases.
Which actions should you perform? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 45
......
Authentic Best resources for MB-230 Online Practice Exam: https://www.realvce.com/MB-230_free-dumps.html
Updates Up to 365 days On Developing MB-230 Braindumps: https://drive.google.com/open?id=1Sj3x6926LQMBp1dxQYiv7w9C3GDjBe8N