Reliable Microsoft Dynamics 365 MB-230 Dumps PDF Oct 31, 2021 Recently Updated Questions
Pass Your Microsoft MB-230 Exam with Correct 160 Questions and Answers
MB-230 Structure
- Candidates can take 180 minutes to complete the final exam.
- The number of questions ranges from 40 to 60.
- It is delivered in English.
- The format of the questions can be multiple-choice, drag and drop, build lists, active screen, etc.
- The cost of such an exam is $165 based on the country, where the exam is proctored.
NEW QUESTION 69
What are Field Service Agreements?
- A. methods to help users verify what the customers are eligible for and create cases for customers
- B. frameworks for automatically generating work orders and invoices
- C. methods to allow users to organize, prioritize, and monitor the progress of their work
- D. deflations for the level of service or support that your organization agrees to offer to a customer
Answer: B
NEW QUESTION 70
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:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent
NEW QUESTION 71
Hotspot Question
A client plans to implement a case resolution process.
Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 72
You are a Dynamics 365 for Customer Service administrator.
You need to implement queues to manage cases.
Which queue types should you use? To answer, drag the appropriate queue types to the correct scenarios. Each queue 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/set-up-queuesmanage-ac
NEW QUESTION 73
You are a Dynamics 365 for Customer Service administrator.
You need to import cases from a file without applying routing rules.
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:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/create-rulesautomatically
NEW QUESTION 74
A user named User1 creates a knowledge base article. No other action has been taken.
User! must modify the article.
You need to direct User1 to the view where the article is displayed.
To which view should you direct User1?
- A. Unapproved Articles
- B. Inactive Articles
- C. Scheduled Articles
- D. Draft Articles
Answer: D
NEW QUESTION 75
A company uses Dynamics 365 for Customer Service. A case in the queue is routed to you.
You will be going on a vacation.
You need to assign the case to someone else.
What should you do?
- A. Release the case.
- B. Share the case.
- C. Escalate the case
- D. Route the case to another queue.
Answer: A
Explanation:
Section: Topic 2, Manage cases and the knowledge base
NEW QUESTION 76
You are a Dynamics 365 for Customer Service administrator.
You need to deactivate entitlements.
When should you deactivate entitlements? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
- A. The customer must change remaining support hours from all email support to one-half email support and one-half phone support.
- B. You need to add notes to the customer's entitlement.
- C. A customer renews an entitlement for 100 more hours or one year.
- D. A customer's entitlement has ended and no more support is desired.
- E. A customer calls and wants to know how many hours of support remain.
Answer: A,B
Explanation:
Section: Topic 3, Manage queues, entitlements, and SLAs
Explanation
NEW QUESTION 77
Which three actions can you perform by using editable grids? Each correct answer presents a complete solution.
- A. Group records by a specific column.
- B. Edit records by using mobile clients.
- C. Update the value of an Owner lookup field.
- D. Update a lookup fie4d to a custom entity.
- E. Update a Customer Type lookup field.
Answer: A,B,D
NEW QUESTION 78
A company is implementing Omnichannel for Customer Service.
The company separates agents into teams for billing, new product inquiries, support, and warranty. The new product team currently handles text messages, emails, and live chats from the company website.
The company plans to release a new product. Before the new product launch, the company wants to add the ability to manage conversations coming in from Facebook and Twitter.
You need to configure the system with the least amount of effort.
What should you do?
- A. Create a new resource characteristic.
- B. Create a routing rule.
- C. Add the new channel to the existing work stream.
- D. Create a new work stream for each channel.
Answer: C
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams
NEW QUESTION 79
You are a Dynamics 365 for Customer Service administrator. You enable full-text, relevance, and category search.
You need to use the knowledge base search control to locate knowledge base articles that contain each of the following words anywhere in an article, regardless of which product an article refers to:
* Elevator
* Motor
* Sizing
How should you configure the search? 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/basics/relevance-search-results
NEW QUESTION 80
A company implements Dynamics 365 for Customer Service. You are assigned a case.
You accidently close the case before completing your work.
You need to ensure that you can continue to work on the case.
What should you do?
- A. Change the status reason to In Progress
- B. Reactivate the case
- C. Reassign the case
- D. Clone the case
Answer: B
NEW QUESTION 81
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:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-levelagreements
NEW QUESTION 82
A client plans to implement a case resolution process.
Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 83
Case Study 1 - Humongous Insurance
Background
Humongous Insurance is contracted to process all insurance claims for a health facility that accepts the following types of health insurance:
* Health maintenance organization (HMO)
* Preferred-provider organization (PPO)
* Gold
Cases are classified as new claims, claim disputes, and follow-ups. Each insured person is entitled to open 25 new cases each calendar year.
Support representatives specialize by and process claims by insurance type.
Humongous Insurance currently accepts claims only by telephone. The call center is open from
06:00 GMT to 24:00 GMT daily. Call center staff work one of the following shifts: 06:00 GMT to
12:00 GMT, 12:00 GMT to 18:00 GMT, and 18:00 GMT to 24:00 GMT.
When a case is received by email, a staff member categorizes the case as email and closes the case immediately.
Current environment
* Humongous Insurance has three departments to handle claim types: HMO, PPO, and Gold.
* The company uses handwritten forms to send claims information to the correct department.
* Each department maintains a workbook to record calls received.
Requirements. Support desk
* Configure the system to track the number of insurance claims filed each year.
* Categorize claims by type as they are opened.
* Configure the system to track staff responsiveness to service-level agreements (SLAs).
* Ensure that business hours reflect the hours that support staff are scheduled.
Requirements. Case handling
* All new cases must be automatically placed into a queue based on insurance type after the type is selected.
* All insurance types need to be automatically moved to the proper queue when the subject is picked.
* All cases must be created and closed immediately when received.
* The status reason must be set to Email Sent or Phone Call.
* Information must be restricted by insurance and phone call type.
* Managers must be alerted when customers reach their limit of 25 cases for the year.
* Changes to cases must not be counted against entitlements until the case is closed.
Requirements. Disputes
* Claim disputes must be categorized as low priority.
* The status for all disputed cases must be set to Review by a Manager before a disputed case may be closed.
Requirements. Knowledge base
* A knowledge base must be used as a repository for all answers.
* Representatives must be able to search the knowledge base when opening a new case for similar claims.
* Representatives must be able to search across all entities at all times.
* Searches must check any field in the entity for matches in a single search.
* Searches must return results in a single list and sort the list so that the most relevant results appear at the top of the list.
* Representatives must be able to link the knowledge base to cases when applicable.
* Representatives must create a new knowledge base article if an answer is not found in the existing knowledge base.
* Representatives must be able to use SQL-like syntax to search the knowledge base.
Requirements. Service-level agreements
When a customer calls to open a claim, the company must respond to the caller within the following time frames:
Requirements. Alerts
* Cases must be flagged when they are past the SLA threshold.
* An email alert must be sent to the manager to indicate an SLA noncompliance.
* An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.
* Send an email alert to support managers when disputes are ready to be closed.
* Send an email alert to customers when cases are closed.
Requirements. Issues
* The current process is all manual and not efficient.
* There is no easy way to determine whether the company is meeting its SLAs.
* Representatives are often inconsistent regarding how they handle customers and answer customer questions.
* There is no accountability for any of the representatives who take calls.
You need to search for answers to customer claims.
Which type of search should you perform?
- A. Timeline
- B. Related
- C. Detail
- D. Case Relationships
- E. Quick Find
Answer: B
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/search-knowledge-articles- csh#knowledge-base-search-control
NEW QUESTION 84
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.
Your company provides clients with Dynamics 365 for Customer Service Voice of the Customer employee satisfaction surveys. The company has a standardized set of survey questions named Satisfaction Survey.
You need to customize the survey for each client.
Solution: Create custom question types. Add the custom question types to a new survey. Customize the questions.
Does the solution meet the goal?
- A. No
- B. Yes
Answer: A
Explanation:
Section: Topic 4, Configure Voice of the Customer
NEW QUESTION 85
You are creating a new survey with the Voice of the Customer Survey designer.
Which two statements regarding the Voice of the Customer Survey designer are true? Each correct answer presents a complete solution.
- A. Surveys can contain unlimited questions.
- B. Surveys can have up to three pages.
- C. The Complete page must always display last.
- D. The Welcome page must always display first.
Answer: C,D
Explanation:
https://neilparkhurst.com/2018/02/01/mb2-718-certification-microsoft-dynamics-365-customer- service-voice-of-the-customer-part-one/
NEW QUESTION 86
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
Explanation:
Section: Topic 1, Perform Configuration
NEW QUESTION 87
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. No
- B. Yes
Answer: B
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage- activities-cases
NEW QUESTION 88
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 89
A company implements Dynamics 365 for Customer Service.
Which status reason is used for each case status? To answer, select the appropriate option in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 90
You have a Microsoft Dynamics 365 environment.
You implement Field Service.
You need to set up a service task type.
Which three fields, components, or relationships are available when you create a new service task type? Each correct answer presents a complete solution.
- A. Estimated Duration
- B. Field Agent
- C. Work Order Duration
- D. Description
- E. Notes
Answer: A,D,E
NEW QUESTION 91
You use the automatic creation and update rule feature to create case records automatically.
Which three source record types are available for automatically creating a case? Each correct answer presents a complete solution.
- A. booking alert
- B. auto post
- C. mailbox alert
- D. survey activity
- E. social activity
Answer: A,D,E
NEW QUESTION 92
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Pass MB-230 Exam Updated 160 Questions: https://drive.google.com/open?id=15YWPGA3t9nCaWdaqgG8MJaYDb7w3sTne
