MB-230 Exam Questions

You manage a Dynamics 365 for Customer Service environment. You create and activate a routing rule. You need to modify the routing rule to target a queue instead of a user. You nav...

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...

You are using Dynamics 365 for Customer Service. You need to automate the process of adding cases to a queue. What should you do?

You are a Dynamics 365 for Customer Service administrator. Your company provides standard support contracts for 20 hours of email support. Phone is offered as a premium service in...

You are using Dynamics 365 for Customer Service. You need to create the entitlements for your customers. What should you do?

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...

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 q...

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 q...

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 q...

You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer. You need to create a customer service satisfaction survey and embed it on a we...

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 respon...

You send surveys to customers who have opened cases within the past month. You need to send a summary of the survey results to individuals who do not have a Dynamics 365 license. W...

You are creating surveys for Voice of the Customer (VoC). You need to configure VoC to ensure that recipients can unsubscribe to surveys. Which two survey features should you use?...

You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer (VoC). You need to ensure that VoC survey responses trigger an escalation in su...

You are creating a survey using Voice of the Customer. You need to embed the survey into a website and make it available to your customer. What should you do?

Drag and Drop Question You are customizing a Dynamics 365 for Customer Service implementation. The call center manager requires a visual representation that includes the number of...

Drag and Drop Question You are a Dynamics 365 system administrator. Your customer service team must define goal metrics to track and measure all resolved cases. You need to create...

Drag and Drop Question You are a Dynamics 365 for Customer Service administrator. You need to import cases from a file without applying routing rules. Which three actions should yo...

Drag and Drop Question A customer uses Dynamics 365 for Customer Service. Customer service representatives must be able to create knowledge base articles. You need to ensure that a...

Drag and Drop Question You are a Dynamics 365 for Customer Service system administrator. You need to create service-level agreements (SLAs) to meet company requirements. What SLA t...

Drag and Drop Question You are a Dynamics 365 for Customer Service administrator. Your company provides support between 9 a.m. and 5 p.m. You must add a warning to account records...

Drag and Drop Question You are a Dynamics 365 for Customer Service administrator. You must track time against enhanced service-level agreements (SLAs). You need to add a timer. Whi...

Drag and Drop Question You are a Dynamics 365 for Customer Service administrator. You need to implement queues to manage cases. Which queue types should you use? To answer, drag th...

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 q...

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 q...

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 q...

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 q...

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 q...

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 q...

You use Dynamics 365 for Customer Service. You need to create business process flows. Which three entities can you use? Each correct answer presents part of the solution. NOTE: Eac...

Drag and Drop Question You make a phone call regarding an existing case record. You need to create a phone call activity that appears on the case record timeline. Which three actio...

Drag and Drop Question You are a customer service representative using Dynamics 365 Customer Service Hub. You need to link the knowledge base records that relate to cases and send...

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?

Your organization plans to use Microsoft Power BI to access and analyze data in Dynamics 365 for Customer Service. You need to configure a Power BI connection to a Dynamics 365 org...

A company has the following business units: - Call center - Customer service - Digital response - Escalation The security roles have not been modified. The customer service busines...

You are a customer service representative using Dynamics 365 for Customer Service. You need to identify and eliminate duplicate cases. What should you do?

You are a system administrator for Dynamics 365 for Customer Service. All child cases must inherit the product, customer name, case title, and case type from the parent case. Paren...

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?

Drag and Drop Question You manage Dynamics 365 for Customer Service. You need to create a list of holidays and ensure that existing service-level agreements (SLAs) observe those ho...

Drag and Drop Question You are a Dynamics 365 for Customer Service administrator. Your company requires a new phone-to-case business process flow for customer service representativ...

A customer service organization plans to implement knowledge management for a custom entity named Root Cause Analysis. Users must be able to search, link, and rate knowledge articl...

A company implements Dynamics 365 for Customer Service. You are assigned a case. You accidently close the case before completing your work. You need to ensure that you can continue...

A company uses Dynamics 365 for Customer Service. A case in the queue is routed to you. You will be going on a vacation. You need to assign the case to someone else. What should yo...

Customer service representatives are not able to manually add service-level agreements (SLAs) to a record. A Customer service representatives named CSR1 need to enable on-demand SL...

You are a Dynamics 365 for Customer Service administrator. You need to deactivate entitlements. When should you deactivate entitlements? Each correct answer presents a complete sol...

You are a customer service manager using Dynamics 365 for Customer Service. You need to restrict support to the products that a customer has purchased. What should you do?

You enable feedback for a Voice of the Customer survey. What is the total number of questions allowed for the survey?

You use the automatic creation and update rule feature to create case records automatically. Which three source record types are available for automatically creating a case? Each c...

You create a queue and assign it to a team. Which type of queue is created?

You create a service-level agreement (SLA). For which two of the following key performance indicators (KPIs) can you create actions? Each correct answer presents a complete solutio...