MB-230 Exam Questions

A company uses Dynamics 365 Customer Service. The manufacturing company has several locations and 10 repair technicians. The company is implementing scheduling. The company must en...

Your company uses Dynamics 365 Customer Service. You are designing a survey to send out each time a case closes. The survey must adapt to display additional questions within the sa...

You are implementing Omnichannel for Customer Service for a company. The company wants agents to serve customers through both the company's portal and Facebook page. You need to en...

You sign in to Dynamics 365 Customer Service as a system administrator. You attempt to configure unified record routing across digital messaging channels. You receive the following...

You are customizing an Omnichannel for Customer Service implementation. A call center wants to enable a chat channel for unauthenticated chats with the following requirements: - Ch...

A company manufactures, installs, and maintains residential water filtration systems. The company implements Dynamics 365 Customer Service. Installation technicians call support te...

You are customizing an Omnichannel for Customer Service implementation. You configure the handoff process to Omnichannel for Customer Service from Power Virtual Agents. However, cu...

A company is implementing Omnichannel for Dynamics 365 Customer Service. The company's requirements are: - Live chat must be available through Omnichannel for cases only. - High-pr...

A company is developing a Power Virtual Agents chatbot that integrates with Dynamics 365 Omnichannel for Customer Service. The company has offices in Africa and South America. You...

You are implementing Omnichannel for Customer Service. The customer service supervisor wants to change one of the intraday KPI calculation methods. You need to modify the superviso...

A company has used Dynamics 365 Customer Service with Omni channel for more than a year. The company has experienced several product recalls over the last three months. Customer ag...

You are implementing Omnichannel for Customer Service for a company. The company has the following requirements: - Initial conversations must be assigned to Power Virtual Agents ch...

A company is implementing Customer Service Insights. Users need to understand customer data in more detail. You need to complete the initial configuration of the workspaces. Which...

You are a customer service representative for a company that uses Dynamics 365 Customer Service. When customer service representatives find records that meet specific criteria, the...

You work for a power company that uses Dynamics 365 Customer Service. The company provides outdoor smart light bulbs to its customers. Each bulb includes an IoT sensor with LTE cap...

A company that manufactures industrial heating, ventilation, and air conditioning units (HVAC) implements the Dynamics 365 Connected Customer Service (IoT) add-in to its environmen...

A company that owns hundreds of subsidiaries uses Dynamics 365 Customer Service. Each subsidiary has its own business models and serves different industries. You configure Connecte...

A company uses Dynamics 365 Customer Service. Customer Service workspaces must have custom navigation that meets the following requirements: - An application must be opened as an a...

A company uses Dynamics 365 Customer Service. Managers state that support representatives can view contact social security numbers when the representatives open contact records. Su...

You are a system administrator for Dynamics 365 Customer Service. In the default account form, you create an escalation column as a choice of Yes/No. The main account form must hav...

A company uses Dynamics 365 Customer Service. A customer service supervisor must create canvas apps. The environment uses a Microsoft Dataverse database. The supervisor must be abl...

A company uses Dynamics 365 Customer Service. Agents note that when a customer calls, they are unable to view all activities associated with the customer and the customer's company...

You are customizing a Dynamics 365 Customer Service implementation for a company. The company's support center wants to open a chat channel in a Power Apps portal for their partner...

A company sells and services bicycles. The company uses Dynamics 365 Sales and Dynamics 365 Customer Service. You create a custom table named Bicycle. A user tries to create a pers...

Case Study 5 - Fourth Coffee Background You are the technology manager for Fourth Coffee. The company sells 20 types of coffees and five types of digital coffee makers. Fourth Coff...

Case Study 5 - Fourth Coffee Background You are the technology manager for Fourth Coffee. The company sells 20 types of coffees and five types of digital coffee makers. Fourth Coff...

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 5 - Fourth Coffee Background You are the technology manager for Fourth Coffee. The company sells 20 types of coffees and five types of digital coffee makers. Fourth Coff...

Case Study 5 - Fourth Coffee Background You are the technology manager for Fourth Coffee. The company sells 20 types of coffees and five types of digital coffee makers. Fourth Coff...

Case Study 5 - Fourth Coffee Background You are the technology manager for Fourth Coffee. The company sells 20 types of coffees and five types of digital coffee makers. Fourth Coff...

Case Study 5 - Fourth Coffee Background You are the technology manager for Fourth Coffee. The company sells 20 types of coffees and five types of digital coffee makers. Fourth Coff...

You manage a Dynamics 365 Customer Service environment. You implement cases to handle customer issues. A case-routing rule is configured to route all cases to the appropriate queue...

You must keep track of knowledgebase (KB) articles and client conversations. When you start a conversation with a client, you must automate the following tasks: - Open the client's...

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets 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. Determine whether the solution meets 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. Determine whether the solution meets th...

You manage a Dynamics 365 Customer Service environment. The company processes thousands of cases daily. Some cases are parent cases, but most are child cases. When a child case is...

A customer service manager wants to find out how agents describe the reasons that customers call in for support. The manager also wants topics to be automated. You need to ensure t...

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets th...

You are a customer service manager. You define an enhanced service-level agreement (SLA). You need to accurately record the time spent on cases by customer service representatives....

You are a Dynamics 365 for Customer Service administrator. Your company provides standard support contracts for a total of 20 hours of email support. All 20 hours are for email sup...

A company uses Omnichannel for Customer Service. An administrator creates a report. You must change reports to intraday insight reports without using customizations. You need to de...

Customer service agents do not have access to Customer Service historical analytics reports in Dynamics 365 Customer Service. You need to provide access to the reports. What are tw...

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets 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. Determine whether the solution meets 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. Determine whether the solution meets th...

A company administrator is setting up Dynamics 365 Omnichannel for Customer Service. The administrator is unable to complete the setup due to insufficient permissions. 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. Determine whether the solution meets th...

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...

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...