MB-230 · Question #305
Drag and Drop Question Your company uses Dynamics 365 Customer Service. The company wants to send a customer survey to each customer when a case is closed. The survey must include the following…
The correct answer is Likert; Net Promoter Score. Dynamics 365 Customer Voice - Survey Question Types The Requirements Mapped to Answers | # | Requirement | Answer | |---|---|---| | 1 | Area with a list of questions rated Poor / Average / Great | Likert | | 2 | Question rating whether customer would recommend your company |…
Question
Drag and Drop Question Your company uses Dynamics 365 Customer Service. The company wants to send a customer survey to each customer when a case is closed. The survey must include the following:
- An area with a list of questions that rate the answers as poor,
average, or great.
- A question that rates whether the customer would recommend your
company to others. The company wants to exclude symbols from any of the question types. You need to configure the question types. Which question type should you use? To answer, drag the appropriate question type to the correct requirement. Each question 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. Answer:
Exhibit
Answer Area
Drag items
Correct arrangement
- Likert
- Net Promoter Score
Explanation
Dynamics 365 Customer Voice - Survey Question Types
The Requirements Mapped to Answers
| # | Requirement | Answer |
|---|---|---|
| 1 | Area with a list of questions rated Poor / Average / Great | Likert |
| 2 | Question rating whether customer would recommend your company | Net Promoter Score |
Item-by-Item Explanation
1. Likert → "List of questions rated Poor / Average / Great"
A Likert question renders a matrix/grid: rows are individual sub-questions, columns are the rating scale options. Crucially, the column labels are fully customizable text (e.g., Poor, Average, Great). This directly satisfies both conditions:
- It is an area containing multiple questions (the matrix rows).
- The scale uses text labels, not symbols, satisfying the "exclude symbols" constraint.
2. Net Promoter Score → "Would you recommend us to others?"
NPS is purpose-built for exactly this use case - it asks the canonical "How likely are you to recommend [company] to others?" question on a 0–10 numeric scale. No symbols are used (just numbers), and the recommendation intent is built into the question type by design.
Why "Rating" Is Not Used
This is the most common mistake. Rating sounds like the right fit for "poor/average/great," but:
- Rating questions in Dynamics 365 Customer Voice default to star symbols (or other icon-based scales).
- The requirement explicitly says to exclude symbols - so Rating is disqualified for both requirements.
- Likert achieves the same semantic goal (multi-level scale) using text, not symbols.
Key Takeaway
The "exclude symbols" constraint is the decisive factor that eliminates Rating and forces the use of Likert (text-label matrix) and NPS (numeric 0–10 scale).
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