Microsoft Dynamics 365 Customer Service Functional Consultant - MB-230 Exam Practice Test
You are a Dynamics 365 Customer Service administrator.
You need to add a new status reason to the case entity.
What are two possible ways to accomplish the goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
You need to add a new status reason to the case entity.
What are two possible ways to accomplish the goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
Correct Answer: C,D
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You need to identify the productivity tools to use for the agents.
Which tools should you use? To answer move the appropriate tools to the correct requirements. You may use each tool once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Which tools should you use? To answer move the appropriate tools to the correct requirements. You may use each tool once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Correct Answer:
Explanation:
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?
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?
Correct Answer: B
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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?
You need to configure automatic case creation for emails received by customers who have a support contract.
What should you do?
Correct Answer: B
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You need to configure the system to meet the workspace requirements for case representatives.
Which role should you assign to case representatives?
Which role should you assign to case representatives?
Correct Answer: D
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A company is implementing Omnichannel for Customer Service.
You must set up the system to minimize human error and automate actions. The requirements to set up the system are as follows:
* Representatives must create a new support record when a customer contacts them through chat.
* Knowledge base articles must open in a separate tab when representatives research answers.
* When a knowledge base article resolves a customer issue, representatives must send the article to the customer via chat.
You need to set up the macros.
Which macro type should you use? To answer, drag the appropriate macro types to the correct requirements.
Each macro 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.
You must set up the system to minimize human error and automate actions. The requirements to set up the system are as follows:
* Representatives must create a new support record when a customer contacts them through chat.
* Knowledge base articles must open in a separate tab when representatives research answers.
* When a knowledge base article resolves a customer issue, representatives must send the article to the customer via chat.
You need to set up the macros.
Which macro type should you use? To answer, drag the appropriate macro types to the correct requirements.
Each macro 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.
Correct Answer:
Explanation:
Box 1: Productivity automation
Productivity automation
As an administrator, you can use the actions any number of times across different macros to automate and perform model-driven app operations.
The following screenshot shows the actions that are explained in the subsequent sections.
Box 2: Session connector
Session connector
As an administrator, you can use the actions any number of times across different macros to automate and perform operations related to a session in Customer Service workspace.
Box 3: Omnichannel connector
Omnichannel connector
As an administrator, you can use the actions any number of times across different macros to automate and perform operations related to Omnichannel for Customer Service.
Reference:
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/macros
A midsize service company provides clients with various service needs. The company plans to implement URS to schedule its service technicians. The company requires a solution that includes custom tables.
You need to recommend an implementation process for URS that enables a table for scheduling. What should you recommend?
You need to recommend an implementation process for URS that enables a table for scheduling. What should you recommend?
Correct Answer: D
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You are a Dynamics 365 Customer Service representative.
You need to take the appropriate action when creating new cases to ensure that the automated routing rule is applied.
What should you use?
You need to take the appropriate action when creating new cases to ensure that the automated routing rule is applied.
What should you use?
Correct Answer: A
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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 loT sensor with LTE capabilities.
When a light bulb begins to fail, the loT sensor must create a work order to send the customer a replacement bulb.
You implement Connected Customer Sen/ice with Azure loT Central and Power Automate, but work orders are not generated.
You need to ensure that work orders are generated.
What must you set for each bulb?
When a light bulb begins to fail, the loT sensor must create a work order to send the customer a replacement bulb.
You implement Connected Customer Sen/ice with Azure loT Central and Power Automate, but work orders are not generated.
You need to ensure that work orders are generated.
What must you set for each bulb?
Correct Answer: B
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