Microsoft MB-230 Microsoft Dynamics 365 for Customer Service Online Training
Microsoft MB-230 Online Training
The questions for MB-230 were last updated at Dec 21,2024.
- Exam Code: MB-230
- Exam Name: Microsoft Dynamics 365 for Customer Service
- Certification Provider: Microsoft
- Latest update: Dec 21,2024
HOTSPOT
You are using Dynamics 365 for Customer Service. You have existing routing rules.
You need to create a routing rule for cases and bulk-import cases.
Which actions should you perform? To answer, select the appropriate action in the dialog box in the answer area. NOTE: Each correct selection is worth one point.
DRAG DROP
A customer uses Dynamics 365 for Customer Service.
Customer service representatives must be able to create knowledge base articles.
You need to ensure that all knowledge base articles are submitted for review and approval before they are made available to use.
Which four actions must be performed in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
HOTSPOT
A company implements Dynamics 365 for Customer Service.
Which status reason is used for each case status? To answer, select the appropriate option in the answer area. NOTE: Each correct selection is worth one point.
You are a customer service representative using Dynamics 365 for Customer Service.
You need to identify and eliminate duplicate cases.
What should you do?
- A . Configure Dynamics 365 AI for Customer Service
- B . Use business rules
- C . Merge cases
- D . Use parent-child case relationships
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. Parent cases must not be closed until all child cases are closed. You need to configure cases.
What should you do?
- A . Set the closure preference setting to Don’t allow parent case closure until all child cases are closed.
- B . Set the closure preference setting to Don’t allow parent case closure until all child cases are closed. In Settings, navigate to Customizations. On the case entity, update the Incident-Incident Resolution case relationship field mapping to include the fields.
- C . Create a business rule.
- D . Add the product and case type fields as fields that child cases will inherit from the parent case. Set the closure preference setting to Don’t allow parent case closure until all child cases are closed.
HOTSPOT
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.
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.
DRAG DROP
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.
A customer service organization plans to implement knowledge management for a custom entity named Root Cause Analysis.
Users must be able to search, link, and rate knowledge articles. Users must be provided with suggested knowledge articles.
You need to configure Dynamics 365 for Customer Service.
Which three actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.
- A . Navigate to the Knowledge Base Management Settings wizard. Then, navigate to Record types and select Root Cause Analysis.
- B . Add a lookup to the article entity.
- C . In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and
configure a knowledge base search control. - D . In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and
configure a subgrid for knowledge articles. - E . In Solution Explorer, select the Root Cause Analysis entity and then select Knowledge management.
HOTSPOT
A client plans to implement a case resolution process.
Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
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