[2021] MB-230 All-in-One Exam Guide Practice To your MB-230 Exam!
Preparations of MB-230 Exam 2021 Microsoft Dynamics 365 Unlimited 160 Questions
NEW QUESTION 59
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer.
You need to create a customer service satisfaction survey and embed it on a website.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
- A. Copy the URL from the Anonymous link field and paste it into your website.
- B. On the Voice of the Customer survey, select Run in iFrame.
- C. Copy the HTML code from the iFrame URL field and paste it on your website.
- D. Copy the portal web link and paste it into your website.
Answer: B,C
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/distribute-survey
NEW QUESTION 60
Customer service representatives are not able to manually add service-level agreements (SLAs) to a record.
You need to enable on-demand SLAs.
What should you do?
- A. Request an administrator to add the SLA field to the entity form
- B. Activate the SLA
- C. Configure the scope of the workflow
- D. Publish the on-demand SLA
Answer: A
Explanation:
Section: Topic 3, Manage queues, entitlements, and SLAs
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-level- agreements
NEW QUESTION 61
You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review.
You approve some articles and revert some articles to draft status.
For each action, what should you do next? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worthone point.
Answer:
Explanation:
NEW QUESTION 62
You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review.
You approve some articles and revert some articles to draft status.
For each action, what should you do next? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 63
You are a Dynamics 365 for Customer Service administrator.
You must track time against enhanced service-level agreements (SLAs).
You need to add a timer.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/add-timer-forms-tracktim
NEW QUESTION 64
Hotspot Question
You are a customer service representative working with cases in Dynamics 365 for Customer Service.
You need to manage multiple lists of cases.
Which actions should you perform? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 65
A company is implementing Omnichannel for Customer Service.
The company separates agents into teams for billing, new product inquiries, support, and warranty. The new product team currently handles text messages, emails, and live chats from the company website.
The company plans to release a new product. Before the new product launch, the company wants to add the ability to manage conversations coming in from Facebook and Twitter.
You need to configure the system with the least amount of effort.
What should you do?
- A. Create a new resource characteristic.
- B. Add the new channel to the existing work stream.
- C. Create a routing rule.
- D. Create a new work stream for each channel.
Answer: B
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams
NEW QUESTION 66
You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review.
You approve some articles and revert some articles to draft status.
For each action, what should you do next? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worthone point.
Answer:
Explanation:
NEW QUESTION 67
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?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: D
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-termscustome
NEW QUESTION 68
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?
- A. Create a webpage on the website. Add the URL to link the Voice of the Customer questions from Dynamics 365.
- B. Create the website. Add the URL to the Dynamics 365 site in your website.
- C. Add the iFrame URL to your website.
- D. Create an iFrame URL. Copy the HTML code to an iFrame in your website.
- E. Create your Dynamics 365 portal. Display the Voice of the Customer page from within the main website page.
Answer: D
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/distribute-survey
NEW QUESTION 69
You are a Dynamics 365 for Customer Service administrator.
You need to deactivate entitlements.
When should you deactivate entitlements? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
- A. A customer renews an entitlement for 100 more hours or one year.
- B. A customer's entitlement has ended and no more support is desired.
- C. A customer calls and wants to know how many hours of support remain.
- D. You need to add notes to the customer's entitlement.
- E. The customer must change remaining support hours from all email support to one-half email support and one-half phone support.
Answer: D,E
NEW QUESTION 70
You implement the Unified Service Desk (USD). You plan to implement actions and replacement parameters.
Which three symbols are valid replacement keys? Each correct answer presents a complete solution.
- A. +
- B. $
- C. -
- D. ~
- E. ^
Answer: A,B,E
NEW QUESTION 71
Your organization plans to use Voice of the Customer to send surveys to select groups of customers.
You need to customize branding colors and logos for the surveys.
What should you do?
- A. Update Voice of the Customer piped data.
- B. Modify Voice of the Customer survey themes.
- C. Modify Microsoft Dynamics 365 themes.
- D. Configure system settings.
Answer: A
NEW QUESTION 72
You are a Dynamics 365 for Customer Service administrator.
You must track time against enhanced service-level agreements (SLAs).
You need to add a timer.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/add-timer-forms-tracktim
NEW QUESTION 73
You are customizing a Dynamics 365 for Customer Service implementation.
The call center manager requires a visual representation that includes the number of resolved cases by month for each call center agent. The chart must be visible to all users within the service area.
You need to create the chart.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
NEW QUESTION 74
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer.
You must display the question: Have you used the product before? If the response is Yes, you must display additional questions concerning the product. If the answer is No, you must display a different set of questions concerning other products.
You need to select a survey feature to use.
Which survey feature should you use?
- A. Answer tag
- B. Basic
- C. Response routing
- D. Piping
- E. List of ratings
Answer: C
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design- advanced-survey#design-interactive-surveys-by-using-response-routing
NEW QUESTION 75
You are configuring a Dynamics 365 for Customer Service instance.
Customer service manager cannot create new entitlements for customer service representatives.
You need toensure that customer service managers can add new entitlement templates and knowledge base records for customer service representatives.
Which access levels should you apply? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 76
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.
You are configuring a business process flow for a case entity.
All cases must be flagged for review.
You need to complete configuration of the business process flow.
Solution: Create an action that generates a task record that is assigned to the case reviewer and appends the text Ready for review to the case topic.
Does the solution meet the goal?
- A. No
- B. Yes
Answer: B
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/business-applications-release-notes/april18/microsoft-flow/add-actionbusiness- process-flow
NEW QUESTION 77
You are a Dynamics 365 for Customer Service administrator.
You must track time against enhanced service-level agreements (SLAs).
You need to add a timer.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/add-timer-forms-tracktim
NEW QUESTION 78
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.
You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd.
You need to automatically create cases from emails sent to the [email protected] email address.
Solution: Create an automatic record creation and update rule. Set the Source type to Email, and then select the queue. Configure autoresponse settings.
Does the solution meet the goal?
- A. No
- B. Yes
Answer: B
Explanation:
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/automatically- create-case-from-email
NEW QUESTION 79
You use the automatic creation and update rule feature to create case records automatically.
Which three source record types are available for automatically creating a case? Each correct answer presents a complete solution.
- A. social activity
- B. booking alert
- C. survey activity
- D. auto post
- E. mailbox alert
Answer: A,B,C
NEW QUESTION 80
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