MB-230 Exam Questions Get Updated [2023] with Correct Answers
Practice MB-230 Questions With Certification guide Q&A from Training Expert ActualTestsIT
The Microsoft MB-230 certification exam is an excellent way for individuals to demonstrate their proficiency in customer service management, and to enhance their skills in the Microsoft Dynamics 365 platform. By passing the exam, professionals can increase their career opportunities, and demonstrate their commitment to ongoing professional development.
The Microsoft MB-230 certification exam is intended for professionals who are looking to validate their skills in the area of Microsoft Dynamics 365 Customer Service. This certification is designed for functional consultants who work with customers to help them design, configure, and implement solutions that meet their business needs.
NEW QUESTION # 11
You use Dynamics 365 for Customer Service administrator. You plan to create Voice of the Customer surveys.
You need to determine which survey question feature is needed to complete the design of the survey.
Which survey features should you use? To answer, select the appropriate survey type in the dialog box 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/voice-of-customer/design-advancedsurvey
NEW QUESTION # 12
You are a Dynamics 365 for Customer Service administrator.
You must track time against enhanced service-level agreements (SLAs).
You need to add a timer.
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 the correct order.
Answer:
Explanation:
1 - Ensure the entity is ebabled for SLA.
2 - Create a quick view from for each SLA KPI instance field.
3 - Add the quick view forms to the primary entity form.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/add-timer-forms-tracktime-against-enhanced-sla
NEW QUESTION # 13
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:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-levelagreements
NEW QUESTION # 14
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?
- A. 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.
- B. 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.
- C. 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.
- D. Configure service level agreements to be on hold until a call can be made to the customer.
Answer: B
Explanation:
Section: Topic 2, Manage cases and the knowledge base
NEW QUESTION # 15
A company uses Dynamics 365 for Customer Service.
You need to document the case resolution process.
How are each of the cases resolved? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hubuser-guide-case-sla
NEW QUESTION # 16
Hotspot Question
You are working as a functional consultant for Dynamics 365 Customer Service. No changes have been made to security roles.
You need to ensure that customer service representatives can process cases that have service- level agreements (SLAs) and entitlements. You must grant only the minimum privileges required.
How should you configure security? 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-service-level-agreements
NEW QUESTION # 17
You are a customer service manager for a company using Dynamics 365 for Customer Service.
You need to set up queues to manage support. You assign a team to each queue.
What type of queue should you configure?
- A. Public
- B. Private
- C. Personal
- D. Business unit
Answer: B
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up- queues-manage-activities-cases
NEW QUESTION # 18
You are configuring a Dynamics 365 for Customer Service instance.
Customer service manager cannot create new entitlements for customer service representatives.
You need toensure that customer service managers can add new entitlement templates and knowledge base records for customer service representatives.
Which access levels should you apply? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 19
You are integrating Power Virtual Agents with Omnichannel for Customer Service.
You create context variables.
You need to complete the handoff process to a human agent.
Which three actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
- A. In the Omnichannel Administration app. add a user as a virtual agent.
- B. In Power Virtual Agents, enter the Power Virtual Agents Application ID.
- C. In the Power Virtual Agents topic, add the Transfer to Agent node in the End the conversation node.
- D. In Power Virtual Agents, disable the Teams channel.
- E. In Power Virtual Agents, select Transfer to agent.
Answer: B,C,E
Explanation:
Reference:
https://docs.microsoft.com/en-us/power-virtual-agents/configuration-hand-off-omnichannel
NEW QUESTION # 20
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer.
You need to create a customer service satisfaction survey and embed it on a website.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
- A. Copy the URL from the Anonymous link field and paste it into your website.
- B. Copy the portal web link and paste it into your website.
- C. Copy the HTML code from the iFrame URL field and paste it on your website.
- D. On the Voice of the Customer survey, select Run in iFrame.
Answer: C,D
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/distribute-survey
NEW QUESTION # 21
A company uses Dynamics 365 Customer Service.
You are configuring the advanced similarity rules. You create a similarity rule on cases and put an exact match for the Modified On field in the Match Fields tab.
You test the rule and discover that exact matches do not appear.
You need to determine why the rule is not working.
What are two possible reasons why the rule is not working? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
- A. The security role is not set to run the similarity rule.
- B. The similarity rule was not published.
- C. The Modified On field is not set to searchable in the customization of the case entity in the solution.
- D. The similarity rule is deactivated.
- E. A Power Automate flow was not created.
Answer: C,D
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/suggest-similar-cases-for-a-case
NEW QUESTION # 22
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 # 23
You need to ensure cases are handled correctly.
What should you do? 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/overview-unified-routing
NEW QUESTION # 24
A company uses Omnichannel for Customer Service.
The company has the following requirements for their agents' conversations with customers:
* Agents must verify a customer's information when a chat starts.
* Auto search must be enabled for knowledgebase articles based on case title.
You need to enable agent scripts.
Which action types should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Box 1: Automation
The automation dictionary maintains the contextual data for sessions. You can use the keys from the automation dictionary to pass the parameter in an action.
While creating templates and macros in the admin app, you can pass parameter keys such as title of a session, title of notification, title of an application tab template, and custom parameter values for application tab types.
These keys are replaced based on the contextual information available at the time of execution.
Box 2: Macro
Automate tasks with macros
Overview of macros
In the customer service industry, agents have to click often to perform simple tasks, such as open a form, fill, and save it, and many repetitive and monotonous actions, such as greeting and verifying a customer, sending acknowledgment mail, and taking notes. These clicks and repetitive tasks can lead to human errors when agents copy and paste the data across different operations.
Macros are a set of sequential actions that are performed by a user. They enable users to perform daily operations efficiently in a fast and process-compliant manner. You can reuse macros with different sessions based on the context parameters that are specific to the session.
The value propositions of the macros are as follows:
* Automate repetitive and monotonous tasks with a single click.
* Minimize human errors.
* Adhere to business processes.
* Lower average handling time.
* Improve customer satisfaction.
* Create contextual and reusable macros.
Reference:
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/automation-dictionary-keys
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/macros
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/smart-assist
NEW QUESTION # 25
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:
NEW QUESTION # 26
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 # 27
A company deploys Dynamics 365 Customer Service.
A service manager requires a new classification ruleset for Bronze-type customers. The Bronze type customers require an answer within five hours.
You need to create the classification ruleset.
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:
1 - Create a new ruleset in a workstream.
2 - Create a new manual rule named Bronze.
3 - Create a condition for the Bronze rule.
4 - Create a rule named 5-hour response from the decision list.
5 - Create a demand rule for the Bronze rule.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-work-classification
NEW QUESTION # 28
You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review.
You approve some articles and revert some articles to draft status.
For each action, what should you do next? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 29
A customer service organization plans to implement knowledge management for a custom entity named Root Cause Analysis.
Users must be able to search, link, and rate knowledge articles. Users must be provided with suggested knowledge articles.
You need to configure Dynamics 365 for Customer Service.
Which three actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
- A. In Solution Explorer, select the Root Cause Analysis entity and then select Knowledge management.
- B. In Solution Explorer, expand the Root Cause Analysis entity and select Forms.
Edit the main form and configure a subgrid for knowledge articles. - C. In Solution Explorer, expand the Root Cause Analysis entity and select Forms.
Edit the main form and configure a knowledge base search control. - D. Navigate to the Knowledge Base Management Settings wizard.
Then, navigate to Record types and select Root Cause Analysis. - E. Add a lookup to the article entity.
Answer: A,C,D
NEW QUESTION # 30
Hotspot Question
You are a Dynamics 365 for Customer Service administrator. The organization has multiple business process flows for warranty management.
You need to manage business process flows.
What should you configure? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 31
......
Prepare Top Microsoft MB-230 Exam Audio Study Guide Practice Questions Edition: https://www.actualtestsit.com/Microsoft/MB-230-exam-prep-dumps.html
Free Microsoft MB-230 Test Practice Test Questions Exam Dumps: https://drive.google.com/open?id=1JQym3SU5EBuX4JkPJDgNOr9rIdjKRe-b