Microsoft MB-230 Microsoft Dynamics 365 for Customer Service Exam Practice Test Questions

• Question 1

  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?

  • Personal
  • Private
  • Business unit
  • Public

  Show Answer Answer: B Next

• Question 2

  You need to search for answers to customer claims.Which type of search should you perform?

  • Timeline
  • Quick Find
  • Related
  • Detail
  • Case Relationships

  Show Answer Answer: C Next

• Question 3

  Your company uses Dynamics 365 Customer Service. You create the following support offerings. Customers must choose one of the three offerings.Email onlyPhone onlyHalf phone and half emailYou 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.

  • 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.
  • Create a new entitlement for each new support offering for the customer, with terms equal to 25 phone calls and 25 emails.
  • Create a new entitlement for each new support offering for the customer, with terms equal to 50 phone calls and 50 emails.
  • Create different entitlement templates for each set of terms. Apply the appropriate template to the customer.
  • Create three entitlement templates with terms for 50 calls and 50 emails. Apply the template to the customers as they sign the support offering.

  Show Answer Answer: C, E Next

• Question 4

  A company has used Dynamics 365 Customer Service with Omnichannel for more than a year.The company has experienced several product recalls over the last three months. Customer agents must follow standardized answers, approved by the legal department to respond to customer questions that are sent in from chats, texts, and phone conversations.You need to configure the system.Which two actions should you perform? Each correct answer presents part of the solution.NOTE: Each correct selection is worth one point.

  • Install the Productivity Tools app from AppSource.
  • Enable the productivity pane.
  • Create a macro.
  • Create an agent script.

  Show Answer Answer: A, B Next

• Question 5

  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?

  • Yes
  • No

  Show Answer Answer: A Next