Summer Certification Limited Time 70% Discount Offer - Ends in 0d 00h 00m 00s - Coupon code = getmirror

Home
Microsoft
Dynamics 365 for Customer Service Functional Consultant Associate
MB-230
Microsoft Dynamics 365 for Customer Service Questions and Answers

Pass the Microsoft Dynamics 365 for Customer Service Functional Consultant Associate MB-230 Questions and answers with ExamsMirror

Practice at least 50% of the questions to maximize your chances of passing.

Exam MB-230 Premium Access

View all detail and faqs for the MB-230 exam

Go to Exam

835 Students Passed

85% Average Score

97% Same Questions

Viewing page 3 out of 10 pages

Viewing questions 21-30 out of questions

Questions # 21:

You need to add SLA timers to the Case form.

Which two options should you configure? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

Options:

Create Quick View Form in SLA KPI Instance entity.

Create SLA KPI Instance entity.

Create field in case entity with lookup to SLA KPI Instance.

Create Quick View Form in Case entity with reference to the SLA KPI Instance entity.

Insert subgrid from the SLA KPI Instance entity into the Case Main form.

Answer

C, E

Explanation

[Reference:, https://docs.microsoft.com/en-us/dynamics365/customer-service/add-timer-control-case-form-track-time-against-sla, , , , ]

Questions # 22:

You need to enable relevance search for the custom entity.

Which two actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

Options:

Add Quick Find to the case form.

Add custom entities to Configure Relevance Search in Customizations and Entities.

Add Knowledge Base Search control to the forms case.

Enable Relevance Search in System Settings.

Answer

Explanation

[Reference:, https://carldesouza.com/how-to-use-relevance-search-in-dynamics-365/, , ]

Questions # 23:

You need to implement service-level agreements.

Which type of agreements should you implement?

Options:

On-demand

Standard

Enhanced

Contact

Answer

Explanation

[Reference:, https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements, ]

Questions # 24:

You need to create an entitlement template. In System Settings, you navigate to Service Management.

Which four 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.

Question # 24

Options:

Answer

Answer:

Explanation

[Reference:, https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entitlements-templates, ]

Questions # 25:

You need to meet the automatic case creation requirements.

What should you do? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Question # 25

Options:

Answer

Answer:

Explanation

[Reference:, https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-email, , https://cloudblogs.microsoft.com/dynamics365/it/2017/07/25/convert-email-to-a-case-with-a-few-clicks-in-dynamics-365-app-for-outlook/, , ]

Questions # 26:

You need to ensure cases are handled correctly.

What should you do? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Question # 26

Options:

Answer

Answer:

Explanation

[Reference:, https://docs.microsoft.com/en-us/dynamics365/customer-service/overview-unified-routing, ]

Questions # 27:

You need to set up the system for cases going to supervisors.

Which four 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.

Question # 27

Options:

Answer

Answer:

Explanation

Step 1: In Service Management, create a Routing Rule set.

Scenario: If a case is open more than 30 days, the case must automatically be routed to the supervisor.

Create routing rulesets to route cases.

Use routing rules in Customer Service to route cases to the right agents at the right time without any manual intervention. You can also use routing rules to route cases that are escalated to specific queues.

Step 2: Enter Name, Select Save, and select the plus sign to add a rule item

On the General tab, in Routing Rule Set Information, Enter Name and Description for the routing ruleset.

Select Save. The routing ruleset is saved, and the Rule Items section is displayed.

In the Rule Items section, select the Add Rule Item button + to specify conditions for routing cases to a queue.

Step 3: Add conditions

Under Then Conditions, specify the queue to which the cases will be routed or the user or team to which the cases will be assigned if the conditions in the If Conditions section are met.

Step 4: Save and activate.

Select Save and Close.

In the routing ruleset record, select Activate so that the ruleset is applied to the cases matching the conditions in the rule.

[Reference:, https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-cases, ]

Questions # 28:

You need to configure entitlements for contracts.

What should you use? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Question # 28

Options:

Answer

Answer:

Explanation

Box 1: 25

Customers must have contracts that allow them to call Lamna Healthcare 10 times a year for help.

In addition to the 10 free calls, customers must be able to send 15 emails a year for support.

If you want to restrict support through the phone channel to 80 hours and email to 20 hours, create individual entitlement channel records and add their total terms.

Box 2: Entitlement Channel

The Entitlement Channel section specifies the support channel through which the customer can reach the organization and seek support.

Use this section to define the channels your customers are entitled to and track the customer support term for each channel. For example, you can add phone and email as the channels through which you’ll offer support. If you want to restrict support through the phone channel to 80 hours and email to 20 hours, create individual entitlement channel records and add their total terms.

Box 3: Auto-calculate

The remaining term is auto-calculated and shows the total number of hours or cases remaining for the customer’s entitlement.

[Reference:, https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer, ]

Questions # 29:

You need to configure the chatbot.

Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

Options:

Enable a Microsoft Copilot Studio chatbot to end conversations.

Add the chatbot to an existing human agent queue.

Enable Al suggestions with the chatbot.

Create a chatbot queue and a human agent queue.

Configure context variables for the chatbot.

Answer

D, E

Questions # 30:

You need to configure the system to meet the requirements for external access and the portal. What should you configure? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

Question # 30