Microsoft MB-230 Exam Practice Test Instant Access

Question 1

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 2

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 3

You need to add the confirmation step for cases.

What should you edit?

ACommon Data Service

BBusiness process now

CWorkflow

DPower Automate

EEnvironment

Answer : B

A confirmation section must be added before the resolve section.

Example: Add an on-demand action to a business process flow.

The Dynamics 365 (online), version 9.0 update introduces a business process flow feature: business process flow automation with Action Steps. You can add a button to a business process flow that will trigger an action or workflow.

https://docs.microsoft.com/en-us/power-automate/create-business-process-flow#add-an-on-demand-action-to-a-business-process-flow

Question 4

You are configuring a single business process flow in Dynamics 365 for Customer Service.

You need to design the business process flow.

What should you do?

AMerge peer branches to a single stage when merging branches.

BSpan the process across 10 unique entities.

CCombine multiple conditions in a rule by using both the AND and OR operators.

DUse 40 steps per stage.

Answer : A

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/enhance-business-processflows-branching

Question 5

You are implementing a help desk system that enables users to submit cases by using telephone or email.

You need to ensure that cases are classified correctly.

What should you do?

AConfigure relevance search

BConfigure categorized search

CCreate security roles by support function. Assign the security role to users.

DModify' the subject tree.

Answer : D

Define subjects to categorize cases, products, and articles.

To edit a subject, in the Subject Tree, select a subject, and then under Common Tasks select Edit Selected Subject.

https://docs.microsoft.com/en-us/power-platform/admin/define-subjects-categorize-cases-products-articles

Question 6

A company uses Dynamics 365 Customer Service.

The schedule shows working intervals of 45 minutes. The intervals cause customer service representatives to

have too much free time during working hours. The company wants to change the intervals to every 30

minutes.

You need to configure the intervals.

What should you configure?

ASchedule with travel time and distance

BFulfillment preferences

CResource crew scheduling

DRequirement groups

ESchedule within time constraints

Answer : B

https://docs.microsoft.com/en-us/dynamics365/field-service/set-up-time-groups

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 Practice Test