Microsoft MB-230 Exam Practice Test Instant Access

Question 1

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.

After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.

Your company provides clients with Dynamics 365 for Customer Service Voice of the Customer employee satisfaction surveys. The company has a standardized set of survey questions named Satisfaction Survey.

You need to customize the survey for each client.

Solution: Open the source survey and the new survey. Drag the questions from the source survey to the new survey. Then customize the questions.

Does the solution meet the goal?

AYes

BNo

Answer : B

Question 2

A company administrator is setting up Dynamics 365 Omnichannel for Customer Service.

The administrator is unable to complete the setup due to insufficient permissions.

You need to ensure that the administrator can complete the setup.

Which three security settings should you assign to the administrator? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

ADynamics 365 System Administrator

BPower Platform Admin role

CRead access to the Client Access License

DDynamics 365 Global Administrator

E-write access to the Client Access License

Answer : A, C, D

Question 3

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.

After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.

An electrical engineering company is implementing Dynamics 365 Customer Service.

Engineers schedule work in one-hour blocks.

Engineers who complete a job before the end of the one-hour block must not be able to start a new job in that some block.

Engineers who require part of an additional one-hour block to complete a job must not be able to start a new job in that additional block.

You need to configure the fulfillment preference to meet the requirements.

Proposed solution: Configure the working hours calendar to allow one-hour resource booking blocks.

Does the solution meet the goal?

AYes

BNo

Answer : B

Instead: Proposed solution: Create a fulfillment record and set the interval to one hour.

Note: Fulfillment preferences are customizable entities that let you choose how schedule assistant results are displayed, like with neat hourly appointments or morning and afternoon time windows.

By default, the schedule assistant displays results based entirely on resource schedules and the earliest available time, such as 10:39 AM. With fulfillment preferences set to hourly, the same resource's availability shows as 11:00 AM. This makes it simpler for the scheduler to view and understand availability and communicate it to the customer.

Intervals

Intervals display schedule assistant results in neat time slots that dictate start time of subsequent bookings. When configured as 30-minute intervals, the schedule assistant will display a resource available at 9:27 AM as available at 9:30 AM and will book the start time (arrival time) for 9:30 AM. This includes travel time for onsite requirements and work orders, meaning travel time will begin before 9:30 AM, and a field resource will arrive and start work at 9:30 AM.

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

Question 4

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 5

You need to implement a solution to provide the technician's utilization.

Which solution should you use?

ACreate multiple schedule board tabs.

BUse custom web resources.

CChange the board view settings.

DUse default schedule board with filters.

Answer : A

Question 6

You are customizing a Dynamics 36S Customer Service implementation for a company.

The company's support center wants to open a chat channel in a Power Apps portal for their partners.

You need to add a chat widget in the portal.

What should you do?

ACopy the code snippet from the chat form and paste it in the web template of the portal home page.

BCopy the code snippet from the workstream form and paste it in the Chat Widget Code in Content Snippets.

CCopy the code snippet from the workstream form and paste it in the web template of the portal home page.

DCopy the code snippet from the char form and paste it in the Chat Widget Code in Content Snippets

Answer : D

Question 7

You are a customer service manager for a company using Dynamics 365 for Customer Service.

You need to set up queues to manage support. You assign a team to each queue.

What type of queue should you configure?

APersonal

BPrivate

CBusiness unit

DPublic

Answer : B

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queuesmanage-activities-cases

Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 Exam Practice Test