MB-230 Microsoft Dynamics 365 for Customer Service Question and Answers

An organization uses Dynamics 365 Customer Service. The customer service queue is not implemented.

Customer service representatives (CSRs) are unable to keep up with an influx of email inquiries. Other employees must read and respond to messages that are routed to a customer service queue.

You need to create a queue for customer service emails.

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.

Your company uses Dynamics 365 Customer Service.

The company wants to send a customer survey to each customer when a case is closed. The survey must include the following:

• An area with a list of questions that rate the answers as poor, average, or great.

• A question that rates whether the customer would recommend your company to others.

The company wants to exclude symbols from any of the question types.

You need to configure the question types.

Which question type should you use? To answer, drag the appropriate question type to the correct requirement. Each question 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 are a Dynamics 365 for Customer Service administrator.

You need to deactivate entitlements.

When should you deactivate entitlements? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

A company uses Dynamics 365 Customer Sen/ice.

A customer service supervisor must create canvas apps. The environment uses a Microsoft Dataverse database. The supervisor must be able to create new connections and Microsoft Power Automate flows. The supervisor must not have data access privileges to data in the environment.

You need to assign a role to the supervisor by using the principle of least privilege.

Which security role should you grant to the supervisor?

You are a Dynamics 365 Customer Service administrator.

Users inform you about situations in which child cases are not working correctly.

You need to configure the system to correct the issues.

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

NOTE: Each correct selection is worth one point.

You are a customer service manager using Dynamics 365 for Customer Service.

You need to restrict support to the products that a customer has purchased.

What should you do?

You are setting up channels for Omnichannel for Customer Service.

You want to set up a channel for a WhatsApp app.

You need to configure the channel.

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.

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?

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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 implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2.

You need to set up the queues to meet the following requirements:

Users must have their own queues that no one else can access.

Users must not be able to view each other's queue.

Users must be able to work from the support queue.

Solution:

Set up each user queue to be private.

Set up level1 and level2 queues to be public and add applicable members.

Set up the support queue to be private.

Does the solution meet the goal?

A company uses Dynamics 365 Customer Sen/ice.

Agents note that when a customer calls, they are unable to view all activities associated with the customer and the customer's company.

Agents must be able to view tasks, appointments, phone calls, emails, notes, and system and user posts.

You create a model-driven app to display the information.

You need to configure the model-driven app main form.

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

NOTE: Each correct selection is worth one point.

You are an agent for a company that uses Dynamics 365 Customer Service. You start a conversation with a client.

You must keep track of knowledgebase (KB) articles and client conversations. When you start a conversation with a client, you must automate The following tasks:

• Open the client's record.

• Search the KB

• Send the KB article in the chat

You need to configure macros to automate the tasks.

Which three features should you configure? Each correct answer presents part of the solution

NOTE: Each correct selection is worth one point.

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.

You need to configure the system to meet the workspace requirements for case representatives.

Which role should you assign to case representatives?

A company has a Customer Service deployment. The company plans to implement the following:

• Al suggestions for contacts in Teams.

• Training information about the capabilities of suggestions.

You need to identify the scenarios where the relevant contacts will be provided to users.

Solution: The users that are in the Teams channel.

Does the solution meet the goal?

You are helping a company implement Power Virtual Agents with Omnichannel for Customer Service.

The company has a chatbot that escalates to a manager if a customer wants to escalate from a chatbot.

You need to configure a prerequisite before you can implement the chatbot.

Which prerequisite should you configure?

You need to choose which tools need to be created and configured to meet the following requirements.

Which tools should you configure? To answer, drag the appropriate tools to the correct requirements. Each tool 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 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.

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.

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.

You need to create and configure objects to support the requirements.

How should you configure the system? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

You need to configure the correct settings.

Which settings should you configure? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

You need to create the SLAs.

Which three SLAs should you create? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A customer has three cases in process and two cases for the current calendar year.

You need to determine how many cases the customer has left on their entitlement.

How many cases are left?

You need to ensure that customers cannot open more cases than they are allowed.

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.

You need to configure the system to store answers about claims.

Which four actions should you perform in sequence? To answer, move all actions from the list to the answer area and arrange them in the correct order.

You need to ensure that claim disputes conform to the defined case life cycle.

What should you configure?

You need to configure the settings to handle customer claims.

Which settings should you configure? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

You need to search for answers to customer claims.

Which type of search should you perform?

You need to configure the queue for telephone-based cases.

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

NOTE: Each correct selection is worth one point.

You are an Omnichannel supervisor for a company.

The company wants to deploy an Omnichannel Insights dashboard.

You need to set up and monitor KPIs.

In which section is each KPI located? To answer, drag the appropriate sections to the correct KPIs. Each section may be used once, more than once, of 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 need to set up the analytics functionality.

What should you do?

What should managers use to perform weekly reviews with case representatives?

You need to configure each escalation scenario.

Which configuration should you use for each scenario? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

You need to configure the options for the schedule.

Which options should you configure? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

You need to set up users with permissions to use the digital messaging channels.

Which role should you assign to each user? To answer, drag the appropriate roles to the correct groups of users. Each role 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.

You need to configure OmniChannel to route correctly.

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

NOTE: Each correct selection is worth one point.

You need to select the feature for each parameter.

Which feature should you use for each parameter? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

You need to select which setting needs to be configured for each setup.

Which settings should you select? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

You need to configure the system to notify managers about unhappy patients.

What should you do?

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.

You need to select the steps to create a new macro that will automate opening a new case creation form.

Which four actions should you recommend 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.

You need to assign the minimum required security roles to a bot for the customer service supervisor. Which security roles should you use?

You need to configure the SMS workstream.

What should you use?

You need to implement a solution to provide the technician's utilization.

Which solution should you use?

You need to create the queue for cases.

What type of queue should you create?