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Microsoft MB-230 exam questions in PDF file
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Following are some Microsoft MB-230 exam questions for review (Microsoft practice test 1-13)
QUESTION 1
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 question sets might have more than one correct solution,
while
others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not
appear in the review screen.
You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd.
You need to automatically create cases from emails sent to the [email protected] email address.
Solution: Create an automatic record creation and update rule. Set the Source type to Email, and then select the queue.
Configure autoresponse settings.
Does the solution meet the goal?
A. Yes
B. No
Correct Answer: A
References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/automaticallycreate-case-from-email
QUESTION 2
You are a Dynamics 365 for Customer Service administrator.
You need to import cases from a file without applying routing rules.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions
to the answer area and arrange them in the correct order.
Select and Place:
References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/create-rulesautomatically-route-cases
QUESTION 3
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 question sets might have more than one correct solution,
while
others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not
appear in the review screen.
You are configuring a business process flow for a case entity.
All cases must be flagged for review.
You need to complete configuration of the business process flow.
Solution: Set the input parameter type as Option set for the action.
Does the solution meet the goal?
A. Yes
B. No
Correct Answer: B
QUESTION 4
You are a Dynamics 365 for Customer Service administrator.
You need to implement queues to manage cases.
Which queue types should you use? To answer, drag the appropriate queue types to the correct scenarios. Each queue
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.
Select and Place:
Correct Answer:
References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queuesmanage-activities-cases
QUESTION 5
You are implementing Dynamics 365 for Customer Service.
You need to set up available working hours to help desk representatives who have varying schedules.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
Correct Answer:
QUESTION 6
You are configuring a Dynamics 365 for Customer Service instance.
Customer service manager cannot create new entitlements for customer service representatives.
You need to ensure that customer service managers can add new entitlement templates and knowledge base records
for customer service representatives.
Which access levels should you apply? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
Correct Answer:
QUESTION 7
You view the interactive dashboard in the Microsoft Dynamics 365 Customer Service Hub.
Use the drop-down menus to select the answer choice that answers each question based on the information presented
in the graphic. NOTE: Each correct selection is worth one point.
Hot Area:
QUESTION 8
You are a customer service representative using Dynamics 365 Customer Service Hub.
You need to link the knowledge base records that relate to cases and send articles to customers.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions
to the answer area and arrange them in them correct order.
Select and Place:
QUESTION 9
You manage Dynamics 365 for Customer Service.
You need to configure automatic case creation for emails received by customers who have a support contract.
What should you do?
A. Configure service level agreements to be on hold until a call can be made to the customer.
B. Create an automatic record creation and update rule. Set the source type to email. Configure the rule to send
automatic email responses to customers when records are created.
C. Create an automatic record creation and update rule. Set the source type to service activity. Configure the rule to
send automatic email responses to customers when records are created.
D. Create an automatic record creation and update rule. Set the source type to email. If a valid entitlement exists,
configure the rule to create a case.
Correct Answer: D
QUESTION 10
You are creating surveys for Voice of the Customer (VoC).
You need to configure VoC to ensure that recipients can unsubscribe to surveys.
Which two survey features should you use? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
A. Add an Unsubscribe check box after each question.
B. Set the Allow unsubscribe setting to Yes.
C. Give users the option to unsubscribe from different features of the survey.
D. Configure the survey to display when Dynamics 365 customers receive email and enable the Unsubscribe option.
Correct Answer: BD
References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey#add-the-unsubscribe-option-to-a-survey
QUESTION 11
You use Dynamics 365 for Customer Service.
You need to create business process flows.
Which three entities can you use? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
A. Goal
B. Case
C. Letter
D. Social activity
E. Rollup queries
Correct Answer: BCD
QUESTION 12
You make a phone call regarding an existing case record.
You need to create a phone call activity that appears on the case record timeline.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions
to the answer area and arrange them in the correct order.
Select and Place:
Correct Answer:
QUESTION 13
You are a customer service representative working with cases in Dynamics 365 for Customer Service.
You need to manage multiple lists of cases.
Which actions should you perform? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
Correct Answer:
PS.
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