MB-230 Exam Questions

You are deploying a Unified Service Desk (USD) application. For which three scenarios can you attach an action call? Each correct answer presents a complete solution.

Which three actions can you perform by using editable grids? Each correct answer presents a complete solution.

You plan to deploy Unified Service Desk (USD). You need to install all USD components and verify the installation. Which three actions should you perform? Each correct answer prese...

You install Microsoft Dynamics 365. Which three knowledge base article templates are available? Each correct answer presents a complete solution.

You plan to create surveys for a multinational company that manages hotels. You must create a unique survey for each hotel location. Which statement is true?

You have access to the desktop version of Microsoft Excel and Excel Online. You need to perform a bulk update of data for 225 contacts. What are two ways to achieve the goal? Each...

You need to enable the Map view for the schedule board. What should you do first?

Which of the following capabilities is only available when using enhanced SLAs?

You assign a case to a user named User A. User A is not available to work on the case. The customer service manager moves the case to the queue for User B . Which of the following...

You need to identify which actions are available in an enhanced service level agreement (SLA). What are two possible actions that you can identify? Each correct answer presents a c...

Your company has a Dynamics CRM organization. The company plans to use the product catalog. You need to identify which component must be configured before you can implement the pro...

You create an entitlement that decreases the total terms when cases are created. You need to identify what will cause the value of the remaining terms of an entitlement to be incre...

You have an entitlement that allows 15 cases to be opened by phone. After the 15 cases are opened by phone, you discover that additional cases are being opened by using email, the...

You create a new case that is associated to a service level agreement (SLA). You need to identify what occurs when the case is placed on hold. What should you identify?

You plan to create an entitlement template. You need to identify which types of records can be associated to the template. What are the possible record types that you can associate...

You have two sites. You need to ensure that all of the resources for a scheduling activity are from the same site. What should you use?

Which two statements regarding case routing are true? Each correct answer presents a complete solution.

Which two of the following are valid routing rule actions? Each correct answer presents part of the solution.

You have a Microsoft Dynamics 365 environment. You implement Field Service. You need to set up a service task type. Which three fields, components, or relationships are available w...

You need to change the warehouse location for product inventory. What should you do?

You pick a case from a queue. You determine that you cannot resolve the case, and plan to release the case back to the queue. What effect does releasing the case to the queue have...

What are the states a knowledge base article can be in?

You create an entitlement for a customer. In the channels section of the entitlements page, you add email and assign 75 percent of the allocation to email. Which of the following s...

You have a Microsoft Dynamics 365 environment. You implement Field Service. A user named User1 is creating an agreement User1 attempts to set the agreement booking dates and agreem...

You have a Microsoft Dynamics 365 environment. You implement Field Service. You need to check the work order instructions in the Field Service mobile app. Which tab on the work ord...

You have a Microsoft Dynamics 365 environment and you are using Unified Service Desk (USD) in a call center scenario. Users must be able to ask their customers questions that will...

What are two examples of entitlement allotment options? Each correct answer presents a complete solution.

Which three statements regarding Voice of The Customer are true. Each correct answer presents a complete solution.

You are a customer service agent in a call center. AH customer service agents use Unified Service Desk (USD) to respond to calls. You need to respond to two calls from two differen...

You release an item from a queue. What is the outcome?

Your organization uses enhanced service level agreements (SLA's). You need to create a view that displays the SLA failure and succeeded time for data related to a case. Which entit...

What are Field Service Agreements?

Your organization plans to use Voice of the Customer to send surveys to select groups of customers. You need to customize branding colors and logos for the surveys. What should you...

A user named User1 creates a knowledge base article. No other action has been taken. User! must modify the article. You need to direct User1 to the view where the article is displa...

You implement the Unified Service Desk (USD). You plan to implement actions and replacement parameters. Which three symbols are valid replacement keys? Each correct answer presents...

You are creating an interactive service hub dashboard. You need to control the display color for data embedded in the chart Which two field types should you configure? Each correct...

Case Study 1 - Humongous Insurance Background Humongous Insurance is contracted to process all insurance claims for a health facility that accepts the following types of health ins...

Case Study 1 - Humongous Insurance Background Humongous Insurance is contracted to process all insurance claims for a health facility that accepts the following types of health ins...

Case Study 1 - Humongous Insurance Background Humongous Insurance is contracted to process all insurance claims for a health facility that accepts the following types of health ins...

Case Study 1 - Humongous Insurance Background Humongous Insurance is contracted to process all insurance claims for a health facility that accepts the following types of health ins...

Case Study 1 - Humongous Insurance Background Humongous Insurance is contracted to process all insurance claims for a health facility that accepts the following types of health ins...

Case Study 2 - Lamna Healthcare Background Lamna Healthcare Company provides health care services to communities across the region. The company provides telehealth services only an...

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...

A company uses Dynamics 365 Customer Service. You are configuring the advanced similarity rules. You create a similarity rule on cases and put an exact match for the Modified On fi...

You are a help desk representative for an organization using Dynamics 365 Customer Service. Users need to search within the system for similar cases. None of the out-of-the-box set...

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 answe...

You set a default entitlement for a customer. You need to ensure that the default entitlement is automatically associated with a case. What are two possible ways to achieve this go...

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...