MB-230 Exam Questions
349 real MB-230 exam questions with expert-verified answers and explanations. Page 3 of 7.
- Question #118Manage cases in Customer Service
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...
status reason transitioncase lifecyclecase statuscase configuration - Question #119manage entitlements and SLAs
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...
SLA KPIfailure timewarning timeSLA configuration - Question #120manage entitlements and SLAs
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...
entitlementscase limitsentitlement calculationcase count - Question #121manage cases and Knowledge Management
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...
knowledge article lifecyclearticle publishingarticle approvalknowledge base - Question #124manage entitlements and SLAs
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...
entitlement creationentitlement channelcase limitsservice management - Question #125manage analytics, visualizations, and insights
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...
real-time sentimentOmnichannel Insightscustomer sentiment monitoringanalytics - Question #130Manage cases in Customer Service
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...
parent-child casescase hierarchyfield inheritancecase closure settings - Question #131Manage cases in Customer Service
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...
advanced similarity rulesrule troubleshootingsearchable fieldsrule activation - Question #132Manage cases in Customer Service
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...
Quick FindAdvanced Findsearch featuresdefault search - Question #133Extend Customer Service
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...
status reasoncase entity customizationsolution managemententity modification - Question #134manage entitlements and SLAs
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...
default entitlemententitlement auto-associationcase creationentitlement triggers - Question #135Manage cases in Customer Service
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...
automatic case creationemail-to-caserecord creation rulescase automation - Question #136Configure representative experience and routing
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...
queue configurationrouting rulescase routingqueue setup - Question #137Configure representative experience and routing
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...
queue setuprouting configurationqueue membershipescalation routing - Question #138Configure representative experience and routing
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...
queue routingrouting rulesqueue hierarchycase assignment - Question #139implement scheduling
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...
customer service scheduletime zonebusiness hoursschedule configuration - Question #140implement scheduling
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...
fulfillment preferencesscheduling intervalsresource schedulingtime slots - Question #141implement multi-session experiences for Customer Service
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...
Power Virtual Agentscontext variableschatbot escalationOmnichannel chatbot - Question #142Configure representative experience and routing
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...
work streamschannel configurationsocial channelsOmnichannel - Question #143manage analytics, visualizations, and insights
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...
case dashboardglobal filterescalated casesdashboard filtering - Question #144manage analytics, visualizations, and insights
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...
Customer Service Insightssegmentsage group groupingsanalytics configuration - Question #146implement routing
Drag and Drop Question A Dynamics 365 Customer Service organization uses routing rules to escalate cases. Security roles have not been modified or created. You need to modify the r...
routing rule setsleast privilegerule set activationsecurity roles - Question #149Manage cases in Customer Service
Drag and Drop Question A company uses Dynamics 365 Customer Service. You need to implement queues to meet company requirements. Which types of queues should you use? To answer, dra...
queuesprivate queuepublic queuequeue types - Question #152Configure representative experience and routing
Drag and Drop Question You are customizing a Dynamics 365 Customer Service implementation for a call center. The call center wants to enable SMS as a channel for the customer servi...
SMS channelTwilioTeleSignchannel configuration - Question #153manage analytics, visualizations, and insights
Drag and Drop Question You are an Omnichannel supervisor for a company. The company wants to deploy an Omnichannel Insights dashboard. You need to set up and monitor KPIs. In which...
Omnichannel InsightsKPIsdashboard sectionsbot insights - Question #157manage analytics, visualizations, and insights
Drag and Drop Question You need to build a personal dashboard that displays the following charts and views: Charts: - Number of cases by owner and priority - Products with most cas...
personal dashboardchartsviewsdashboard creation - Question #160implement scheduling
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...
service schedulingfacilitiessecurity rolescustomer service scheduler - Question #161implement scheduling
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...
bookable resourcesresource characteristicscharacteristic typescheduling configuration - Question #163manage cases and Knowledge Management
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...
AI suggestionsMicrosoft Teamsknowledge managementCopilot features - Question #164manage cases and Knowledge Management
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...
AI suggestionsMicrosoft Teamsknowledge managementCopilot features - Question #165manage cases and Knowledge Management
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...
AI suggestionsMicrosoft Teamsknowledge managementCopilot features - Question #166Configure representative experience and routing
Drag and Drop Question You are creating agent scripts in Dynamics 365 Customer Service. You must add the following steps to the scripts: 1. Use the greeting: Welcome to the company...
agent scriptsmacro stepstext instructionsproductivity tools - Question #167implement multi-session experiences for Customer Service
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...
Customer Service workspacemulti-sessionsession tabswork item navigation - Question #168Configure representative experience and routing
Drag and Drop Question A company has a Customer Service deployment. The company plans to provide instructions for customer service agents. You need to apply the security roles for...
security rolesagent scriptsproductivity tools administratorproductivity tools user - Question #169manage cases and Knowledge Management
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...
knowledge analyticssearch keywordshistorical analyticsknowledge base insights - Question #170Manage cases in Customer Service
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...
editable gridcase formaccount recordsUI customization - Question #171manage cases and Knowledge Management
Drag and Drop Question A company uses Dynamics 365 Customer Service. You are configuring Knowledge Management capabilities for the company. The company works frequently with not-fo...
knowledge managementarticle suggestionscountry/region filterautomatic search - Question #172manage analytics, visualizations, and insights
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...
Copilotagent transaction reportingagent experience dataCopilot analytics - Question #173manage cases and Knowledge Management
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...
knowledge articlesarticle translationkeywordsarticle content - Question #174manage cases and Knowledge Management
Drag and Drop Question You are a functional consultant for a Dynamics 365 Customer Service organization. You must add the knowledge base search control to the Case entity main form...
knowledge base search controlentity form customizationknowledge management setupform designer - Question #175Manage cases in Customer Service
Drag and Drop Question An agent resolves a case for a customer by using Dynamics 365 Customer Service. The customer must receive a corporate feedback survey to describe how the exp...
Customer Voice surveycase resolutionsurvey distributionfeedback management - Question #176manage cases and Knowledge Management
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...
AI suggestionsknowledge articleKeywords Description Suggestionform control - Question #177Extend Customer Service
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...
Copilotcase summaryAI configurationtroubleshooting - Question #178Manage cases in Customer Service
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...
search featuresQuick FindAdvanced Finddefault settings - Question #179Extend Customer Service
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...
CopilotAsk a Questionknowledge sourcesSharePoint - Question #180implement multi-session experiences for Customer Service
Drag and Drop Question A company uses Dynamics 365 Customer Service. Customer service agents must be able to connect individual cases to a Microsoft Teams channel, to enhance produ...
Microsoft Teams integrationEnhanced Teams IntegrationDynamics 365 recordsTeams channels - Question #181Manage cases in Customer Service
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...
automatic record creationemail to caserecord creation rulescase management - Question #182Manage cases in Customer Service
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...
automatic record creationemail to caserecord creation rulescase management - Question #183Extend Customer Service
Drag and Drop Question A company plans to enable Copilot in Dynamics 365 Customer Service for customer service agents. The company identifies the following scenarios where Copilot...
Copilot featuresAsk a Questioncase summaryconversation summary - Question #184manage cases and Knowledge Management
Drag and Drop Question A company is implementing Knowledge Management capabilities in Dynamics 365 Customer Service. The company currently maintains the following systems: - A thir...
knowledge integrationexternal knowledge providersPower PagesAzure Data Lake