Microsoft MB-230 Exam Questions Instant Access

Question 1

You need to ensure that claim disputes conform to the defined case life cycle.

What should you configure?

ARelated cases

BCase Relationships

CTimeline

DStatus Reason Transition

ESubject

Answer : D

Question 2

You are creating surveys for Voice of the Customer (VoC).

You need to configure VoC to ensure that recipients can unsubscribe to surveys.

Which two survey features should you use? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

AAdd an Unsubscribe check box after each question.

BSet the Allow unsubscribe setting to Yes.

CGive users the option to unsubscribe from different features of the survey.

DConfigure the survey to display when Dynamics 365 customers receive email and enable the Unsubscribe option.

Answer : B, D

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey#add-the-unsubscribe-option-to-a-survey

Question 3

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?

Aactivity

Bmeasure

Csegment

Dmember

Answer : B

https://docs.microsoft.com/en-us/dynamics365/customer-insights/audience-insights/measures

Question 4

You are implementing Omnichannel for Customer Service.

The customer service supervisor wants to change one of the intraday KPI calculation methods. You need to modify the supervisor dashboard with the new KPI. Which tool should you use?

AReport Wizard

BPower Bl Pro

CPower Platform Maker portal

DSupervisor settings

Answer : B

Question 5

You need to configure the SMS workstream.

What should you use?

Athe existing fallback queue

Bthe work distribution mode set to push

Ca new fallback queue

Dthe work distribution mode set to pull

Answer : C

Question 6

You need to configure the system to meet the workspace requirements for case representatives.

Which role should you assign to case representatives?

AOwner

BMaker

CViewer

DCustomer Service Schedule Administrator

ECSR Manager

Answer : C

Question 7

You are a Dynamics 365 Customer Service system administrator for Contoso, Ltd.

You need to automatically create cases from emails sent to the support@contoso.com email address.

Solution: Create an automatic record creation and update rule. Set the Activity type to Email, and then select the queue. Configure conditions for record creation.

Does the solution meet the goal?

AYes

BNo

Answer : A

Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 Exam Questions