Microsoft MB-230 Exam Questions Instant Access

Question 1

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.

AIn Power Virtual Agents, enter the Power Virtual Agents Application ID.

BIn the Power Virtual Agents topic, add the Transfer to Agent node in the End the conversation node.

CIn the Omnichannel Administration app. add a user as a virtual agent.

DIn Power Virtual Agents, disable the Teams channel.

EIn Power Virtual Agents, select Transfer to agent.

Answer : A, B, E

https://docs.microsoft.com/en-us/power-virtual-agents/configuration-hand-off-omnichannel

Question 2

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?

AReassign the case

BReactivate the case

CClone the case

DChange the status reason to In Progress

Answer : B

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

A company uses Dynamics 365 Customer Service. A client purchases a premium support package that allows six support incidents over two years.

You need to set up support entitlement enforcement.

Which three attributes should you configure? Each correct answer presents a part of the solution.

NOTE: Each correct selection is worth one point.

ASpecify the remaining item

BSpecify the total term

CSpecify the end date

DSet the Restrict based on entitlement terms value

ESpecify the service-level agreement (SLA)

Answer : B, C, D

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

Question 5

You need to ensure that an appropriate resource for sick appointments can be scheduled.

What should you configure?

AServices

BQueues

CFacilities/equipment

DActivities

Answer : A

https://docs.microsoft.com/en-us/dynamics365/customer-service/basics-service-service-scheduling

Question 6

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

Question 7

A company has used Dynamics 365 Customer Service with Omnichannel for more than a year.

The company has experienced several product recalls over the last three months. Customer agents must follow standardized answers, approved by the legal department to respond to customer questions that are sent in from chats, texts, and phone conversations.

You need to configure the system.

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

NOTE: Each correct selection is worth one point.

AInstall the Productivity Tools app from AppSource.

BEnable the productivity pane.

CCreate a macro.

DCreate an agent script.

Answer : A, B

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