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Microsoft MB-230 Exam “Microsoft Dynamics 365 Customer Service” https://www.leads4pass.com/mb-230.html (Total Questions: 60 Q&A)
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Microsoft mb-230 exam questions online practice test
QUESTION 1
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. Response routing
C. Piping
D. List of ratings
E. Basic
Correct Answer: B
References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey#design-interactive-surveys-by-using-response-routing
QUESTION 2
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. Yes
B. No
Correct Answer: A
References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/automaticallycreate-case-from-email
QUESTION 3
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?
A. Merge peer branches to a single stage when merging branches.
B. Span the process across 10 unique entities.
C. Combine multiple conditions in a rule by using both the AND and OR operators.
D. Use 40 steps per stage.
Correct Answer: A
References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/enhance-businessprocess-flows-branching
QUESTION 4
You manage Dynamics 365 for Customer Service.
You need to configure automatic case creation for emails received by customers who have a support contract.
What should you do?
A. Configure service level agreements to be on hold until a call can be made to the customer.
B. Create an automatic record creation and update rule. Set the source type to email. Configure the rule to send
automatic email responses to customers when records are created.
C. Create an automatic record creation and update rule. Set the source type to service activity. Configure the rule to
send automatic email responses to customers when records are created.
D. Create an automatic record creation and update rule. Set the source type to email. If a valid entitlement exists,
configure the rule to create a case.
Correct Answer: D
QUESTION 5
You are a Dynamics 365 for Customer Service administrator. You enable full-text, relevance, and category search. You
need to use the knowledge base search control to locate knowledge base articles that contain each of the following
words anywhere in an article, regardless of which product an article refers to: Elevator Motor Sizing
How should you configure the search? To answer, select the appropriate options in the answer area. NOTE: Each
correct selection is worth one point.
Hot Area:
Correct Answer:
References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/basics/relevance-search-results
QUESTION 6
You use Dynamics 365 for Customer Service.
You need to merge cases.
What is the outcome for the merge process? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
Correct Answer:
QUESTION 7
A company has the following business units:
Call center
Customer service
Digital response
Escalation
The security roles have not been modified. The customer service business unit is the parent of all other business units.
Each business unit has its own queues. Customer service cases are routed to the appropriate individuals by using the
queues.
You need to ensure that a specific user within the customer service business unit can read all queues within the parent
and child business units.
Which security role should you assign to the user?
A. Customer service manager
B. Scheduler
C. Customer service representative
D. System customizer
Correct Answer: A
QUESTION 8
You are configuring a Dynamics 365 for Customer Service instance.
Customer service manager cannot create new entitlements for customer service representatives.
You need to ensure 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.
Hot Area:
Correct Answer:
QUESTION 9
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.
Select and Place:
Correct Answer
QUESTION 10
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: Clone the satisfaction survey and customize the questions.
Does the solution meet the goal?
A. Yes
B. No
Correct Answer: A
References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-basicsurvey#clone-or-import-an-existing-survey
QUESTION 11
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: Create custom question types. Add the custom question types to a new survey. Customize the questions.
Does the solution meet the goal?
A. Yes
B. No
Correct Answer: B
QUESTION 12
A client plans to implement a case resolution process.
Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
Correct Answer:
QUESTION 13
You use Dynamics 365 for Customer Service administrator. You plan to create Voice of the Customer surveys.
You need to determine which survey question feature is needed to complete the design of the survey.
Which survey features should you use? To answer, select the appropriate survey type in the dialog box in the answer
area.
NOTE: Each correct selection is worth one point.
Hot Area:
Correct Answer:
References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey
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