Microsoft MB-230 Real Exam Questions
The questions for MB-230 were last updated at Dec 19,2024.
- Exam Code: MB-230
- Exam Name: Microsoft Dynamics 365 for Customer Service
- Certification Provider: Microsoft
- Latest update: Dec 19,2024
You need to assign the minimum required security roles to a bot for the customer service supervisor.
Which security roles should you use?
- A . Omnichannel supervisor and customer service manager
- B . Omnichannel supervisor and customer service representative
- C . Omnichannel agent and customer service representative
- D . Omnichannel agent and Omnichannel supervisor
HOTSPOT
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.
DRAG DROP
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.
HOTSPOT
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.
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: Configure Dynamics 365 to automatically send responses to customers when the record is created.
Does the solution meet the goal?
- A . Yes
- B . No
DRAG DROP
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 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 are a Dynamics 365 for Customer Service administrator.
You need to import cases from a file without applying routing rules.
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.
HOTSPOT
You are implementing Dynamics 365 for Customer Service.
You need to set up available working hours to help desk representatives who have varying schedules.
What should you do? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
DRAG DROP
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.
