Real MB-230 Exam PDF Test Engine Practice Test Questions
Microsoft MB-230 Real 2021 Braindumps Mock Exam Dumps
Microsoft MB-230 Exam Syllabus Topics:
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Skills Measured in MB-230 Exam
The Microsoft Dynamics 365 Customer Service certification exam tests one’s knowledge of customer service. Thus, the candidates should have in-depth knowledge of the industry terminology, standards, customer service operations. They should have solid skills to meet user needs by working with Dynamics 365 customer service. To add more, they should a deep comprehension of knowledge management, SLAs, Power Virtual Agents, Customer Service Insights, as well as Omnichannel for Customer Service.
NEW QUESTION 49
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 a Microsoft Teams support channel for the chatbot.
- C. Configure context variables for a chatbot.
- D. Configure an SMS channel for a chatbot.
- E. Create one chatbot in one queue with a human having a higher capacity over the chatbot.
Answer: C
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent
NEW QUESTION 50
You manage a Dynamics 365 for Customer Service environment. You create and activate a routing rule.
You need to modify the routing rule to a target a queue instead of a user. You navigate to routing rule sets.
What should you do first?
- A. Use Lookup to specify the Add to queue value.
- B. Select Edit to the command bar.
- C. Toggle the radio button for Route from user/team to queue.
- D. Deactivate the routing rule.
Answer: D
Explanation:
Section: Topic 3, Manage queues, entitlements, and SLAs
NEW QUESTION 51
You send surveys to customers who have opened cases within the past month.
You need to send a summary of the survey results to individuals who do not have a Dynamics
365 license.
What are two possible ways to achieve the goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
- A. Run the summary report. Export the report to Microsoft Excel. Send the Excel file to the users.
- B. Run the survey summary report. Print the report to a PDF file. Send the PDF file to the users.
- C. Create a dashboard of the survey summary reports and share the dashboards with the users.
- D. Run the survey summary report. Send a link to the report from within Dynamics 365.
- E. Create a view with the data, and then email a link.
Answer: A,B
NEW QUESTION 52
You make a phone call regarding an existing case record.
You need to create a phone call activity that appears on the case record timeline.
Which three actions should you perform in sequence? Toanswer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
NEW QUESTION 53
You are implementing Dynamics 365 Customer Service Insights.
The product manager would like to see product sales trends by age group. The groupings are as follows:
Ages 18 and younger
Ages 19-25
Ages 26-40
Ages 41-55
Ages 56 and older
You need to configure the system.
What should you define?
- A. measure
- B. segment
- C. member
- D. activity
Answer: A
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-insights/audience-insights/measures
NEW QUESTION 54
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?
- A. Yes
- B. No
Answer: B
Explanation:
Section: Topic 1, Perform Configuration
Explanation/Reference:
NEW QUESTION 55
Hotspot Question
You are using Dynamics 365 Customer Service. You are viewing a knowledge base (KB) article from a case record. Knowledge management is set up to use an external portal.
You need to link the article to the case and share the article with the customer.
What is the solution for each requirement? 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/find-knowledge-articles-within- record-dynamics-365
NEW QUESTION 56
You are a customer service representative using Dynamics 365 Customer Service Hub.
You need to link the knowledge base records that relate to cases and send articles to customers.
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 them correct order.
Answer:
Explanation:
1 - Open an existing case record
2 - Type the search terms relating to the case issue in the KB Records tab
3 - Locate the knowledge-base article. Select Link, and then select Email
NEW QUESTION 57
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 implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2.
You need to set up the queues to meet the following requirements:
- Users must have their own queues that no one else can access.
- Users must not be able to view each other's queue.
- Users must be able to work from the support queue.
Solution:
- Set up each user queue to be private.
- Set up level1 and level2 queues to be public and add applicable members.
- Set up the support queue to be private.
Does the solution meet the goal?
- A. Yes
- B. No
Answer: A
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage- activities-cases
NEW QUESTION 58
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?
- A. 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. - B. 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. - C. 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. - D. 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.
Answer: D
Explanation:
Section: Topic 3, Manage queues, entitlements, and SLAs
NEW QUESTION 59
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?
- A. Publish the on-demand SLA
- B. Configure the scope of the workflow
- C. Activate the SLA
- D. Request an administrator to add the SLA field to the entity form
Answer: D
Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-levelagreements
NEW QUESTION 60
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 61
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 62
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.
- A. SLA with 6 hours as the failure time and no warning
- B. SLA with 24 hours as the failure time and no warning
- C. SLA with 6 hours as the failure time and a one-hour warning
- D. SLA with one hour as the failure time and no warning
- E. SLA with 24 hours as the failure time and a two-hour warning
Answer: C,D,E
Explanation:
An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.
NEW QUESTION 63
You plan to create surveys for a multinational company that manages hotels.
You must create a unique survey for each hotel location.
Which statement is true?
- A. You can store unlimited survey responses over time.
- B. You can publish a maximum of 200 surveys.
- C. You can capture up to 10,000 survey responses per day.
- D. All surveys must use the same theme.
Answer: B
Explanation:
https://community.dynamics.com/crm/b/dynamicscrmsupportblog/archive/2017/02/11/voice-of- the-customer-surveys-frequently-asked-questions-faqs-part3
NEW QUESTION 64
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer (VoC).
You need to ensure that VoC survey responses trigger an escalation in support.
Which workflow should you use?
- A. VoC - Process NPS Response
- B. VoC - Process Survey Response
- C. VoC - Process Face Response
- D. VoC - Close Survey Activity
Answer: B
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/plan-survey
NEW QUESTION 65
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 the website. Add the URL to the Dynamics 365 site in your website.
- B. Create a webpage on the website. Add the URL to link the Voice of the Customer questions from Dynamics
365. - C. Create your Dynamics 365 portal. Display the Voice of the Customer page from within the main website page.
- D. Add the iFrame URL to your website.
- E. Create an iFrame URL. Copy the HTML code to an iFrame in your website.
Answer: E
Explanation:
Section: Topic 4, Configure Voice of the Customer
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/distribute-survey
NEW QUESTION 66
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Associated Certification
The Microsoft MB-230 is one of the certification exams required to earn the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate. This certificate is appropriate for individuals who want to develop CX solutions that are agile, fast, and leverage Artificial Intelligence to anticipate business needs. To get certified, however, every candidate is required to pass PL-200 exam in addition to MB-230.
Prepare For The MB-230 Question Papers In Advance: https://www.exam-killer.com/MB-230-valid-questions.html
Released Microsoft MB-230 Updated Questions PDF: https://drive.google.com/open?id=1a46nssIBegPIwJwWpI3FISPWZ-6X6PA0
