MB-230 Exam Questions

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 Customer Service administrator. You are creating a customer service schedule. You need to ensure that the schedule shows the correct time zone for available...

A company uses Dynamics 365 Customer Service. The schedule shows working intervals of 45 minutes. The intervals cause customer service representatives to have too much free time du...

You are helping a company implement Power Virtual Agents with Omnichannel for Customer Service. The company has a chatbot that escalates to a manager if a customer wants to escalat...

A company is implementing Omnichannel for Customer Service. The company separates agents into teams for billing, new product inquiries, support, and warranty. The new product team...

You are a Dynamics 365 Customer Service administrator. You are configuring a case dashboard. You need to filter the dashboard to show only escalated cases and cases that are marked...

You are implementing Dynamics 365 Customer Service Insights. The product manager would like to see product sales trends by age group. The groupings are as follows: - Ages 18 and yo...

A customer has a Customer Service environment. The customer is using service scheduling to manage appointments. You need to add new facilities for service scheduling. Which securit...

Case Study 6 - Lucerne Publishing Background Lucerne Publishing is a publishing company in Canada. The company publishes books for higher education. It also invests in multiple clo...

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...

A company is implementing Dynamics 365 Customer Service workspaces. As a customer service representative, you must be able to view and work on more than one work item at a time. Yo...

You are setting up knowledge management in Dynamics 365 Customer Service. Management wants to view the statistics on which keywords are searched the most by agents when they use th...

A company uses Dynamics 365 Customer Service. Telemetry on agent case resolution time reveals that agents spend 20 minutes on average resolving cases. Analysis determines that reso...

A company uses Dynamics 365 Customer Service. An administrator for the company is configuring Copilot for agents. The company requires reports on agent transactions and interaction...

You are creating a translation for an existing Knowledge article in Dynamics 365 Customer Service. You need to configure the elements that support translation. Which two elements s...

A company has a Customer Service deployment. The company plans to enable AI suggestions for article keywords and descriptions on a custom form. You add the Keywords and Description...

You are implementing Dynamics 365 Customer Service for an organization and are configuring the case summary Copilot. A user tests the Case summary feature of Copilot. The user obse...

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 configuring Copilot in Dynamics 365 Customer Service. You attempt to enable the Ask a Question feature, but it is unavailable due to missing knowledge sources. You need to...

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...

A company uses Dynamics 365 Customer Service. French is the primary language for all Knowledge articles. Each Knowledge article typically contains more than 10,000 characters. Prob...

A company uses Dynamics 365 Customer Service. The company requires the capabilities of Ask a Question in Copilot in Dynamics 365 Customer Service. The company has many support arti...

A midsize service company provides clients with various service needs. The company plans to implement URS to schedule its service technicians. The company requires a solution that...

A regional healthcare provider is implementing Dynamics 365 Customer Service to manage its appointment scheduling across clinics in multiple locations. Each clinic has its own medi...

A company has a Customer Service deployment. The company plans to implement macros. You need to create and configure a macro. Which connector should you use?

A company has a Customer Service deployment. The company plans to implement macros. You need to create and configure a macro. Which connector should you use?

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...

A company uses Dynamics 365 Customer Service. The company plans to enable in-app notifications to improve agent productivity. Agents must be notified 15 minutes prior to any schedu...

A company uses Dynamics 365 Customer Service. Customer service representatives note that when they use customer workspaces to work on cases, they are unable to communicate with cus...

You are implementing Dynamics 365 Customer Service for an IT helpdesk. Support agents regularly use Microsoft Teams when chatting and collaborating with external customers. You nee...

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 age...

You are assisting a retail company that runs Dynamics 365 Customer Service. A junior support agent has a chat session open with a customer. The agent attempts several steps to reso...

A company is implementing a customized app that will automatically route cases. You need to determine the correct URL to connect to the app location in the cloud. Which URL format...

A company has a service level agreement (SLA) that they will get a call back from the call center within three business days. The call center regular hours are Monday through Frida...

A fitness company has several locations. The company implements Dynamics 365 Customer Service and uses it to schedule personal trainer sessions with customers. Customers report the...

A company closes the business each year for nine business days. You need to configure the system to reflect the business closure while minimizing the number of records that you mus...

You are customizing an Omnichannel for Customer Service implementation. You need to configure the escalation process to a human agent. Which three actions should you perform? Each...

A customer needs to know how data from third-party applications can be reported on in a Customer Service Insights dashboard. You need to advise the customer on how to display the d...

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...

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...

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...

Case Study 3 - The Phone Company Overview The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service...

Case Study 3 - The Phone Company Overview The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service...

Case Study 3 - The Phone Company Overview The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service...

Case Study 3 - The Phone Company Overview The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service...

Case Study 3 - The Phone Company Overview The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service...

Case Study 3 - The Phone Company Overview The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service...