Microsoft MB-230 Exam Questions Instant Access

Question 1

You are using Dynamics 365 Customer Service.

You need to ensure that customers request support by using email, phone or web, based on their signed contracts with your company.

What should you do?

AConfigure entitlement channels.

BCreate an entity for each channel and configure the relationship with the entitlement.

CCreate queues for each channel.

DConfigure routing rules.

Answer : A

https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer

Question 2

You are configuring Copilot in Dynamics 365 Customer Service.

You attempt to enable the Ask a Question feature, but it is unavailable due to missing knowledge sources. You need to add the missing knowledge sources to enable Ask a Question.

Which three knowledge sources should you use? Each correct answer presents a complete solution. Choose three.

NOTE: Each correct selection is worth one point.

AKnowledge base

BEmbedded Teams chat

CResponse translations

DShare Point site

ETrusted websites

Answer : A, D, E

Question 3

Your company uses Dynamics 365 Customer Service. You create the following support offerings. Customers must choose one of the three offerings.

Email only

Phone only

Half phone and half email

You allocate 50 cases to each support offering.

You need to create the entitlement with terms that adhere to the support offerings.

What are two possible ways to achieve this goal? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

ACreate one entitlement template that includes the three different terms. Apply the template to the customer, and then remove the terms that do not apply.

BCreate a new entitlement for each new support offering for the customer, with terms equal to 25 phone calls and 25 emails.

CCreate a new entitlement for each new support offering for the customer, with terms equal to 50 phone calls and 50 emails.

DCreate different entitlement templates for each set of terms. Apply the appropriate template to the customer.

ECreate three entitlement templates with terms for 50 calls and 50 emails. Apply the template to the customers as they sign the support offering.

Answer : C, E

Note: Quickly create other entitlements prefilled with the basic information like the start and end date, service level agreement (SLA), allocation type, and total term by using an entitlement template in Dynamics 365 Customer Service. For example, create a template for a standard entitlement, and then apply this template for every standard customer in your organization.

Template information include:

Total Term: Specify the total amount of support the customer is entitled to with respect to the allocation type. For example, if the allocation type is number of cases and you specify 100 in Total term, then the customer is entitled to support up to 100 cases.

https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer

https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entitlements-templates

Question 4

You work for a power company that uses Dynamics 365 Customer Service. The company provides outdoor smart light bulbs to its customers. Each bulb includes an loT sensor with LTE capabilities.

When a light bulb begins to fail, the loT sensor must create a work order to send the customer a replacement bulb.

You implement Connected Customer Sen/ice with Azure loT Central and Power Automate, but work orders are not generated.

You need to ensure that work orders are generated.

What must you set for each bulb?

AMaster device

BParent device

CCustomer account

DContact

Answer : C

Question 5

A customer has three cases in process and two cases for the current calendar year.

You need to determine how many cases the customer has left on their entitlement.

How many cases are left?

A20

B22

C23

D25

Answer : C

https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-termscustomer

Question 6

You are a customer service manager. You define an enhanced service-level agreement (SLA).

You need to accurately record the time spent on cases by customer service representatives.

What should you do?

AImplement workflows on demand for the case entity

BApply automatic routing rules.

CApply parent-child case settings.

DPause the SLA when the case is on hold.

Answer : D

Question 7

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?

ACreate the website. Add the URL to the Dynamics 365 site in your website.

BCreate your Dynamics 365 portal. Display the Voice of the Customer page from within the main website page.

CCreate a webpage on the website. Add the URL to link the Voice of the Customer QUESTION NO:s from Dynamics 365.

DCreate an iFrame URL. Copy the HTML code to an iFrame in your website.

EAdd the iFrame URL to your website.
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/distribute-survey

Answer : D

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