Free MB-230 Questions for Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 Exam as PDF & Practice Test Engine
You are a Dynamics 365 for Customer Service administrator.
You need to categorize activities and cases by using queues.
How should you categorize each record? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
You need to categorize activities and cases by using queues.
How should you categorize each record? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Correct Answer:
Explanation:
A company uses Dynamics 365 Customer Service. SharePoint is required for document management.
The company plans to extend the functionality of the built-in Copilot experiences by grounding the model in more than 350 product information documents stored in SharePoint. Documents are updated multiple times each month. Copilot must be able to detect changes and use the latest content.
You need to integrate the knowledge source within Copilot.
Which four 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.
The company plans to extend the functionality of the built-in Copilot experiences by grounding the model in more than 350 product information documents stored in SharePoint. Documents are updated multiple times each month. Copilot must be able to detect changes and use the latest content.
You need to integrate the knowledge source within Copilot.
Which four 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.
Correct Answer:
Explanation:
A company extends Dynamics 365 Customer Service by creating a custom table that contains reviews. No other customizations have been performed.
The production environment has two Microsoft Entra group teams configured:
* Group 1 has security role 1 assigned with no read permissions on the review table.
* Group 2 has security role 2 assigned, which has read permissions on the review table.
No other security roles are assigned to users.
A single member of group 1 requires the ability to read review records. You need to grant the member the ability to view review records. What should you do?
The production environment has two Microsoft Entra group teams configured:
* Group 1 has security role 1 assigned with no read permissions on the review table.
* Group 2 has security role 2 assigned, which has read permissions on the review table.
No other security roles are assigned to users.
A single member of group 1 requires the ability to read review records. You need to grant the member the ability to view review records. What should you do?
Correct Answer: B
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A company uses Dynamics 365 Customer Sen/ice in its contact center.
The team that manages returns requires an agent script to guide them in obtaining the correct information from a customer. You need to ensure that the team can use the script in the workspace app. Which record should you associate your script with?
The team that manages returns requires an agent script to guide them in obtaining the correct information from a customer. You need to ensure that the team can use the script in the workspace app. Which record should you associate your script with?
Correct Answer: B
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A company uses Dynamics 365 Customer Service. Customer Voice is deployed on the tenant.
When a user resolves a case in the system, the individual who reported the incident must automatically receive an email with a link to complete a customer feedback survey. Survey responses must be visible against the resolved case.
You need to implement a solution.
Solution: Navigate to the resolved case. Select Send Survey.
Does the solution meet the goal?
When a user resolves a case in the system, the individual who reported the incident must automatically receive an email with a link to complete a customer feedback survey. Survey responses must be visible against the resolved case.
You need to implement a solution.
Solution: Navigate to the resolved case. Select Send Survey.
Does the solution meet the goal?
Correct Answer: B
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You need to implement a solution to provide the technician ' s utilization.
Which solution should you use?
Which solution should you use?
Correct Answer: B
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A company uses Dynamics 365 Customer Voice.
The company requires the following for a survey:
* The survey must be sent automatically each time a salesperson visits a customer and closes the appointment.
* If a survey satisfaction score is negative, an activity must be created for the salesperson.
You need to configure the survey.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
The company requires the following for a survey:
* The survey must be sent automatically each time a salesperson visits a customer and closes the appointment.
* If a survey satisfaction score is negative, an activity must be created for the salesperson.
You need to configure the survey.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Correct Answer:
Explanation:
Box 1: Create a Power Automate flow
After creating a survey, you can send it to respondents based on a business trigger-resolution of a case or fulfillment of an order, for example. You can either select a built-in template or create a flow from scratch by using Power Automate.
Box 2: Create an alert rule
Dynamics 365 Customer Voice includes built-in follow-up management to ensure you follow up to your customer feedback in a timely manner. Each customer satisfaction metric includes support for a real-time alert to notify business users upon receiving customer feedback within the specified alert range. Business users can manage and resolve alerts with follow-up action notes using the built-in alert management dashboard.
Alerts are the follow-up activities that are created based on the defined alert rules. Alert rules are defined on satisfaction metrics. Alerts are created based on the values of satisfaction metrics in survey responses.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-voice/send-survey-flow
https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave2/customer-voice/dynamics365-customer-voice/close-feedback-loop-through-alerting-follow-up-management
https://docs.microsoft.com/en-us/dynamics365/customer-voice/alerts
You need to create and configure objects to support the requirements.
How should you configure the system? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
How should you configure the system? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Correct Answer:
Explanation:
You work for a healthcare company that does not use Azure Active Directory You need to escalate conversations to a live agent without using custom code when a customer discusses personal health information.
Which technologies should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Which technologies should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Correct Answer:
Explanation:
You ate creating a bot by using Power Virtual Agents to work within Dynamics 365 Customer Service. The bot must support voice and chat capabilities. The bot must also meet the following requirements:
* When a user starts the conversation, the bot should ask if they need help with installation or support.
* The user must be able to talk to a live person when requested.
You need to configure the bot.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
* When a user starts the conversation, the bot should ask if they need help with installation or support.
* The user must be able to talk to a live person when requested.
You need to configure the bot.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Correct Answer:
Explanation:
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.
A company uses Dynamics 365 Customer Service Hub.
Customer service representatives must be able to perform a relevance search on name, phone number, email, and queue.
A customer service representative is not able to perform a relevance search for emails.
You need to ensure that the customer service representative can perform relevance searches for email addresses.
Solution: Configure interactive experience global filter.
Does the solution meet the goal?
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.
A company uses Dynamics 365 Customer Service Hub.
Customer service representatives must be able to perform a relevance search on name, phone number, email, and queue.
A customer service representative is not able to perform a relevance search for emails.
You need to ensure that the customer service representative can perform relevance searches for email addresses.
Solution: Configure interactive experience global filter.
Does the solution meet the goal?
Correct Answer: B
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You are an agent for a company that uses Dynamics 365 Customer Service. You start a conversation with a client.
You must keep track of knowledgebase (KB) articles and client conversations. When you start a conversation with a client, you must automate The following tasks:
* Open the client ' s record.
* Search the KB
* Send the KB article in the chat
You need to configure macros to automate the tasks.
Which three features should you configure? Each correct answer presents part of the solution NOTE: Each correct selection is worth one point.
You must keep track of knowledgebase (KB) articles and client conversations. When you start a conversation with a client, you must automate The following tasks:
* Open the client ' s record.
* Search the KB
* Send the KB article in the chat
You need to configure macros to automate the tasks.
Which three features should you configure? Each correct answer presents part of the solution NOTE: Each correct selection is worth one point.
Correct Answer: A,B,D
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A company is implementing Dynamics 365 Customer Service workspaces.
As a customer service representative, you must be able to view and work on more than one work item at a time. You need to navigate between the work items that are active in the workspace. Which two methods can you use? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.
As a customer service representative, you must be able to view and work on more than one work item at a time. You need to navigate between the work items that are active in the workspace. Which two methods can you use? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.
Correct Answer: B,D
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A company must standardize the management of web leads and leads generated across their internal and external sales teams.
You need to create an entitlement.
Which type of entitlement should you create?
You need to create an entitlement.
Which type of entitlement should you create?
Correct Answer: B
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What should managers use to perform weekly reviews with case representatives?
Correct Answer: C
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