Microsoft MB-230 Exam Questions Instant Access

Question 1

You need to assign the minimum required security roles to a bot for the customer service supervisor. Which security roles should you use?

AOmnichannel supervisor and customer service manager

BOmnichannel supervisor and customer service representative

COmnichannel agent and customer service representative

DOmnichannel agent and Omnichannel supervisor

Answer : D

Question 2

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.

ASLA with 24 hours as the failure time and no warning

BSLA with 6 hours as the failure time and a one-hour warning

CSLA with 6 hours as the failure time and no warning

DSLA with one hour as the failure time and no warning

ESLA with 24 hours as the failure time and a two-hour warning

Answer : B, D, E

An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.

Question 3

You are using Dynamics 365 Customer Service to create and activate entitlements.

Customer service representatives state that the entitlement status is set to Waiting, and they cannot use the entitlement. You must ensure customer service representatives can use the entitlement.

You need to identify the entitlement issue.

What is the cause of the issue?

AThe Products or Contact field values have not been configured before activation.

BThe start date of the entitlement is in the future.

CThe entitlement has expired and is awaiting renewal.

DThe end date of the entitlement has been incorrectly configured to a date that has already passed.

Answer : B

If the start and end date of the entitlement fall in the future, the status of the entitlement is set to Waiting. On the start date, the status automatically changes to Active. If the end date is in the past, the entitlement is set to Expired.

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

Question 4

A company that manufactures industrial heating, ventilation, and air conditioning units (HVAC) implements the Dynamics 365 Connected Customer Sen/ice (loT) add-in to its environment.

The company must enable the system to receive alerts from HVAC units sold to customers who purchased an extended warranty and monitoring service.

You need to enable the device alerts.

Which two actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

AAssociate the device with a customer account.

BAdd the device to Azure loT Hub.

CAdd the device to Azure loT Central.

DAssociate the device with a service level agreement (SLA).

Answer : A, C

Question 5

You are a help desk representative for an organization using Dynamics 365 Customer Service.

Users need to search within the system for similar cases. None of the out-of-the-box settings have been

changed.

You need to determine which search features are available for use by default.

Which two search features are available? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

AAdvanced Find

BQuick Find

CRelevance Search

DFull-text Quick Find

Answer : A, B

https://docs.microsoft.com/en-us/power-platform/admin/configure-relevance-search-organization

https://docs.microsoft.com/en-us/powerapps/user/search

Question 6

Your company uses Dynamics 365 Customer Service.

You are designing a survey to send out each time a case closes. The survey must adapt to display additional questions within the same survey if a customer chooses Dissatisfied as a survey answer.

You need to configure the survey.

Which feature should you use?

ABranching rule

BMultiple-page survey

CMultiple answer

DPost-survey message

Answer : A

Branching rules allow you to customize the flow of your survey. You can show or hide questions, choose to navigate to another question or survey, or even open a website based on the response to a question. Branching rules make your surveys interactive and ensure that only relevant questions are displayed to respondents.

https://docs.microsoft.com/en-us/dynamics365/customer-voice/create-branching-rule

Question 7

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

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