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

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Viewing questions 61-70 out of questions

Questions # 61:

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 # 61

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 # 62:

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 # 63:

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 # 64:

You need to ensure users can search the knowledge base from a case record.

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

NOTE: Each correct selection is worth one point.

Options:

Add Knowledge Base Search control to the dashboard.

Check Knowledge Management from the case entity in the solution.

Insert the Knowledge Base Search control on the form.

Select the Knowledge Base Search control from the entity.

Add the Quick Find option to the views.

Answer

B, C

Questions # 65:

You need to create the queue for cases.

What type of queue should you create?

Options:

Teams

Public

Product

Private

Service

Answer

Explanation

[Reference:, https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases, ]

Questions # 66:

You need to decide which action is applicable in the SLA.

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

NOTE: Each correct selection is worth one point.

Question # 66

Options:

Answer

Answer:

Explanation

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

Questions # 67:

You need to configure the system so that an email is sent to a manager about the SLAs according to the requirements.

What should you configure?

Options:

Failure Action

Warning Action

Applicable When

Success Criteria

Success Action

Answer

Explanation

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

Questions # 68:

You are a Dynamics 365 system administrator.

The customer service desk needs to be able to apply service level agreements (SLAs) on demand to customers that do not have SLAs.

You need to determine how SLAs on demand can be assigned.

What are two possible ways to achieve this goal? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

Options:

Use an existing customer SLA and change the conditions after assigning the SLA to the customer record.

Create a new SLA for each case that does not have a customer SLA.

Go into the SLA configuration and assign it to a customer.

Automatically apply SLAs to records based on business logic.

Assign SLAs manually to records.

Answer

D, E

Explanation

Apply SLAs on demand.

With the enhancements made to SLAs, you can now apply SLAs to records manually. You can also automatically apply SLAs to records based on your business logic by using workflows or custom plug-ins.

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

Questions # 69:

You need to create the dashboards.

Which dashboard types should you use? To answer, drag the appropriate dashboard types to the correct scenario. Each dashboard 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.

Question # 69