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

• Question 1

  You are configuring Dynamics 365 Customer Service workspaces.Users want to use minimal keystrokes and easy-to-use navigation to open multiple sessions.You need to configure the simplified navigation experience.What should you do?

  • Run the simplified navigation settings code in the browser console window within Dynamics 365 Customer Service.
  • Enable the appropriate features in the Power Platform admin center of the Dynamics 365 Customer Service environment.
  • Configure the settings in the Agent Experience area of the Customer Service Hub.
  • Configure the settings in the administration console.

  Show Answer Answer: D Next

• Question 2

  You manage a Dynamics 365 for Customer Service environment.The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entitlement.You need to create the entitlement for the customer.What should you do?

  • Create a new template with the dates and terms. Activate the template.
  • Delete the old entitlement. Create a new entitlement template.
  • Add the new end date to the current entitlement and set new terms. Activate the entitlement.
  • Make a copy of the old entitlement. Activate the copy.
  • In the old entitlement, zero out the remaining terms and the total terms. Activate the entitlement.

  Show Answer Answer: C Next

• Question 3

  A company uses Omnichannel for Customer Service. An administrator creates a report. You must change reports to intraday insight reports without using customization. You need to determine why you are unable to switch to the intraday insight reports. What is the issue?

  • The intraday insight reports need to be created in FetchXML first.
  • Users can configure only their own intraday insight reports.
  • Only administrators can configure the intraday insight reports.
  • The intraday insight reports must be configured from Dynamics 365 Customer Service settings.

  Show Answer Answer: D Next

• Question 4

  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 5

  You are a Dynamics 365 Customer Service administrator.You need to add a new status reason to the case entity.What are two possible ways to accomplish the goal? Each correct answer presents a complete solution.NOTE: Each correct selection is worth one point.

  • Navigate to Cases in the Customer Service Hub app. Open a record, edit the form, and then edit the Status reason field.
  • Modify the existing solution and the case entity. Edit the status reason and add an additional status reason value.
  • Create a new solution and add the existing Case entity. Select Status Reason and add a new value.
  • Modify the existing solution. Add another entity named Status. Then, create a status reason field with additional options.

  Show Answer Answer: B, C Next