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  4. MB-230 - Microsoft Dynamics 365 Customer Service Functional Consultant

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

Demo: 41 questions
Total 283 questions
Get MB-230 Full Access Download MB-230 PDF

Microsoft Dynamics 365 Customer Service Functional Consultant Questions and Answers

Question 1

You are a Dynamics 365 system administrator.

The customer service desk needs to be able to apply service level agreements (SLAs) on demand to customers that do not have SLAs.

You need to determine how SLAs on demand can be assigned.

What are two possible ways to achieve this goal? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

Options:

A.

Use an existing customer SLA and change the conditions after assigning the SLA to the customer record.

B.

Create a new SLA for each case that does not have a customer SLA.

C.

Go into the SLA configuration and assign it to a customer.

D.

Automatically apply SLAs to records based on business logic.

E.

Assign SLAs manually to records.

Question 2

You need to ensure users can search the knowledge base from a case record.

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

NOTE: Each correct selection is worth one point.

Options:

A.

Add Knowledge Base Search control to the dashboard.

B.

Check Knowledge Management from the case entity in the solution.

C.

Insert the Knowledge Base Search control on the form.

D.

Select the Knowledge Base Search control from the entity.

E.

Add the Quick Find option to the views.

Question 3

You need to meet the automatic case creation requirements.

What should you do? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Options:

Question 4

You need to enable relevance search for the custom entity.

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

NOTE: Each correct selection is worth one point.

Options:

A.

Add Quick Find to the case form.

B.

Add custom entities to Configure Relevance Search in Customizations and Entities.

C.

Add Knowledge Base Search control to the forms case.

D.

Enable Relevance Search in System Settings.

Question 5

You need to create the queue for cases.

What type of queue should you create?

Options:

A.

Teams

B.

Public

C.

Product

D.

Private

E.

Service

Question 6

You need to configure the system so that an email is sent to a manager about the SLAs according to the requirements.

What should you configure?

Options:

A.

Failure Action

B.

Warning Action

C.

Applicable When

D.

Success Criteria

E.

Success Action

Question 7

You need to create the dashboards.

Which dashboard types should you use? To answer, drag the appropriate dashboard types to the correct scenario. Each dashboard type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.

NOTE: Each correct selection is worth one point.

Options:

Question 8

You need to decide which action is applicable in the SLA.

What should you do? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Options:

Question 9

You need to add SLA timers to the Case form.

Which two options should you configure? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

Options:

A.

Create Quick View Form in SLA KPI Instance entity.

B.

Create SLA KPI Instance entity.

C.

Create field in case entity with lookup to SLA KPI Instance.

D.

Create Quick View Form in Case entity with reference to the SLA KPI Instance entity.

E.

Insert subgrid from the SLA KPI Instance entity into the Case Main form.

Question 10

You need to ensure cases are handled correctly.

What should you do? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Options:

Question 11

You need to create an entitlement template. In System Settings, you navigate to Service Management.

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.

Options:

Question 12

You need to implement service-level agreements.

Which type of agreements should you implement?

Options:

A.

On-demand

B.

Standard

C.

Enhanced

D.

Contact

Question 13

You need to configure the correct settings.

Which settings should you configure? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Options:

Question 14

You need to search for answers to customer claims.

Which type of search should you perform?

Options:

A.

Timeline

B.

Quick Find

C.

Related

D.

Detail

E.

Case Relationships

Question 15

You need to configure the system to meet the workspace requirements for case representatives.

Which role should you assign to case representatives?

Options:

A.

Owner

B.

Maker

C.

Viewer

D.

Customer Service Schedule Administrator

E.

CSR Manager

Question 16

You need to configure the system to notify managers about unhappy patients.

What should you do?

Options:

A.

Configure Omnichannel Insights.

B.

Set a routing rule for escalations.

C.

Change the value of the Monitor real-time customer sentiment option to Yes.

Question 17

You need to configure the options for the schedule.

Which options should you configure? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Options:

Question 18

You need to select the feature for each parameter.

Which feature should you use for each parameter? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Options:

Question 19

You need to configure each escalation scenario.

Which configuration should you use for each scenario? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Options:

Question 20

You need to set up users with permissions to use the digital messaging channels.

Which role should you assign to each user? To answer, drag the appropriate roles to the correct groups of users. Each role may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.

Options:

Question 21

You need to select which setting needs to be configured for each setup.

Which settings should you select? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Options:

Question 22

You need to configure OmniChannel to route correctly.

Which options should you use? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Options:

Question 23

What should managers use to perform weekly reviews with case representatives?

Options:

A.

Tier 1 dashboard

B.

Agent Insights

C.

Connected Customer Service dashboard

D.

Customer Service Performance dashboard

Question 24

You need to set up the analytics functionality.

What should you do?

Options:

A.

Select the System Management menus and configure them in the settings.

B.

Connect the data through Dynamics 365 Customer Service to Dynamics 365 Customer Service Insights.

C.

Connect the data through Dynamics 365 Customer Service Insights to Dynamics 365 Customer Service.

D.

Install the solution and menu items that will appear in Dynamics 365 Customer Service.

E.

Create a new dashboard in Dynamics 365 Customer Service and select the correct information.

Question 25

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 has a Customer Service environment and implements historical analytics reports.

Users report that they are not able to access the historical analytics reports.

You need to ensure users can access the reports.

Solution: Share the historical analytics report with the users.

Does the solution meet the goal?

Options:

A.

Yes

B.

No

Question 26

An organization uses Dynamics 365 Customer Service. The customer service queue is not implemented.

Customer service representatives (CSRs) are unable to keep up with an influx of email inquiries. Other employees must read and respond to messages that are routed to a customer service queue.

You need to create a queue for customer service emails.

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.

Options:

Question 27

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.

Options:

A.

Create one entitlement template that includes the three different terms. Apply the template to the customer, and then remove the terms that do not apply.

B.

Create a new entitlement for each new support offering for the customer, with terms equal to 25 phone calls and 25 emails.

C.

Create a new entitlement for each new support offering for the customer, with terms equal to 50 phone calls and 50 emails.

D.

Create different entitlement templates for each set of terms. Apply the appropriate template to the customer.

E.

Create three entitlement templates with terms for 50 calls and 50 emails. Apply the template to the customers as they sign the support offering.

Question 28

You are implementing Omnichannel for Customer Service for a company.

The company has the following requirements:

The Knowledgebase article search tab must open when a new chat conversation begins.

The Chat Session template must be in expanded mode for the agents.

You need to complete the implementation to meet the requirements.

Which configuration should you use for each requirement? To answer, select the appropriate options in the answer area.

Options:

Question 29

You need to select the steps to create a new macro that will automate opening a new case creation form.

Which four actions should you recommend be performed in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

Options:

Question 30

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

Which solution should you use?

Options:

A.

Create multiple schedule board tabs.

B.

Use custom web resources.

C.

Change the board view settings.

D.

Use default schedule board with filters.

Question 31

You need to configure the SMS workstream.

What should you use?

Options:

A.

the existing fallback queue

B.

the work distribution mode set to push

C.

a new fallback queue

D.

the work distribution mode set to pull

Question 32

You need to assign the minimum required security roles to a bot for the customer service supervisor. Which security roles should you use?

Options:

A.

Omnichannel supervisor and customer service manager

B.

Omnichannel supervisor and customer service representative

C.

Omnichannel agent and customer service representative

D.

Omnichannel agent and Omnichannel supervisor

Question 33

You need to identify the productivity tools to use for the agents.

Which tools should you use? To answer move the appropriate tools to the correct requirements. You may use each tool once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.

NOTE: Each correct selection is worth one point.

Options:

Question 34

You need to configure entitlements for contracts.

What should you use? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Options:

Question 35

You need to choose the appropriate actions when using the knowledge base.

Which actions should you choose? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Options:

Question 36

You need to configure the system to meet the three-day and seven-day timeframes.

What should you configure?

Options:

A.

Entitlement conditions

B.

Workflows

C.

Power Automate

D.

Service Level Agreement conditions

Question 37

You need to configure the queues.

Which configurations should you use? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Options:

Question 38

You need to choose which tools need to be created and configured to meet the following requirements.

Which tools should you configure? To answer, drag the appropriate tools to the correct requirements. Each tool may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.

NOTE: Each correct selection is worth one point.

Options:

Question 39

You need to add the confirmation step for cases.

What should you edit?

Options:

A.

Common Data Service

B.

Business process now

C.

Workflow

D.

Power Automate

E.

Environment

Question 40

You need to determine the type of queues to create.

How should access to the queues be configured? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Options:

Question 41

You need to set up the system for cases going to supervisors.

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.

Options:

Load More MB-230 Questions
Demo: 41 questions
Total 283 questions
Get MB-230 Full Access Download MB-230 PDF