Exam Questions and Answers for MB-230 Study Guide Questions and Answers!
Microsoft Dynamics 365 Customer Service Functional Consultant Certification Sample Questions and Practice Exam
The Microsoft MB-230 certification exam is a great opportunity for professionals who want to enhance their skills and knowledge in customer service solutions using Microsoft Dynamics 365. This certification exam covers essential topics related to designing and implementing effective customer service solutions, and passing this exam can lead to earning the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. It is an excellent way for professionals to demonstrate their skills and knowledge and advance their careers in customer service solutions.
NEW QUESTION # 104
You pick a case from a queue.
You determine that you cannot resolve the case, and plan to release the case back to the queue.
What effect does releasing the case to the queue have on record ownership?
- A. Ownership of the record is assigned to the queue owner.
- B. Ownership is reverted to the previous owner.
- C. Ownership remains unchanged.
- D. Ownership is assigned based on the current routing rule.
Answer: B
Explanation:
https://carldesouza.com/picking-releasing-cases-queues/
NEW QUESTION # 105
You are configuring a single business process flow in Dynamics 365 for Customer Service.
You need to design the business process flow.
What should you do?
- A. Merge peer branches to a single stage when merging branches.
- B. Span the process across 10 unique entities.
- C. Combine multiple conditions in a rule by using both the AND and OR operators.
- D. Use 40 steps per stage.
Answer: A
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/enhance- business-process-flows-branching
NEW QUESTION # 106
You use Dynamics 365 for Customer Service.
You need to merge cases.
What is the outcome for the merge process? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 107
A company has the following business units:
Call center
Customer service
Digital response
Escalation
The security roles have not been modified. The customer service business unit is the parent of all other business units. Each business unit has its own queues. Customer service cases are routed to the appropriate individuals by using the queues.
You need to ensure that a specific user within the customer service business unit can read all queues within the parent and child business units.
Which security role should you assign to the user?
- A. System customizer
- B. Customer service manager
- C. Scheduler
- D. Customer service representative
Answer: B
NEW QUESTION # 108
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 configuring a business process flow for a case entity.
All cases must be flagged for review.
You need to complete configuration of the business process flow.
Solution: Create an action that generates a task record that is assigned to the case reviewer and appends the text Ready for review to the case topic.
Does the solution meet the goal?
- A. No
- B. Yes
Answer: B
Explanation:
Reference:
https://docs.microsoft.com/en-us/business-applications-release-notes/april18/microsoft-flow/add-actionbusiness- process-flow
NEW QUESTION # 109
You configure an organization to use entitlements. No customization has been applied.
You need to associate an entitlement with a case record.
Which option is displayed in the entitlement lookup field on the case record?
- A. all entitlements associated with the customer and contact
- B. all active entitlements associated with the customer and contact
- C. only active entitlements associated with the case customer
- D. only active entitlements associated with the case contact
Answer: C
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define- support-terms-customer
NEW QUESTION # 110
A company uses Dynamics 365 Customer Service.
You need to implement queues to meet company requirements.
Which types of queues should you use? To answer, drag the appropriate queue types to the correct requirements. 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.
Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases
NEW QUESTION # 111
You are configuring a single business process flow in Dynamics 365 for Customer Service.
You need to design the business process flow.
What should you do?
- A. Merge peer branches to a single stage when merging branches.
- B. Span the process across 10 unique entities.
- C. Combine multiple conditions in a rule by using both the AND and OR operators.
- D. Use 40 steps per stage.
Answer: A
Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/enhance-business-processflows-branching
NEW QUESTION # 112
Case Study 1 - Humongous Insurance
Background
Humongous Insurance is contracted to process all insurance claims for a health facility that accepts the following types of health insurance:
* Health maintenance organization (HMO)
* Preferred-provider organization (PPO)
* Gold
Cases are classified as new claims, claim disputes, and follow-ups. Each insured person is entitled to open 25 new cases each calendar year.
Support representatives specialize by and process claims by insurance type.
Humongous Insurance currently accepts claims only by telephone. The call center is open from
06:00 GMT to 24:00 GMT daily. Call center staff work one of the following shifts: 06:00 GMT to
12:00 GMT, 12:00 GMT to 18:00 GMT, and 18:00 GMT to 24:00 GMT.
When a case is received by email, a staff member categorizes the case as email and closes the case immediately.
Current environment
* Humongous Insurance has three departments to handle claim types: HMO, PPO, and Gold.
* The company uses handwritten forms to send claims information to the correct department.
* Each department maintains a workbook to record calls received.
Requirements. Support desk
* Configure the system to track the number of insurance claims filed each year.
* Categorize claims by type as they are opened.
* Configure the system to track staff responsiveness to service-level agreements (SLAs).
* Ensure that business hours reflect the hours that support staff are scheduled.
Requirements. Case handling
* All new cases must be automatically placed into a queue based on insurance type after the type is selected.
* All insurance types need to be automatically moved to the proper queue when the subject is picked.
* All cases must be created and closed immediately when received.
* The status reason must be set to Email Sent or Phone Call.
* Information must be restricted by insurance and phone call type.
* Managers must be alerted when customers reach their limit of 25 cases for the year.
* Changes to cases must not be counted against entitlements until the case is closed.
Requirements. Disputes
* Claim disputes must be categorized as low priority.
* The status for all disputed cases must be set to Review by a Manager before a disputed case may be closed.
Requirements. Knowledge base
* A knowledge base must be used as a repository for all answers.
* Representatives must be able to search the knowledge base when opening a new case for similar claims.
* Representatives must be able to search across all entities at all times.
* Searches must check any field in the entity for matches in a single search.
* Searches must return results in a single list and sort the list so that the most relevant results appear at the top of the list.
* Representatives must be able to link the knowledge base to cases when applicable.
* Representatives must create a new knowledge base article if an answer is not found in the existing knowledge base.
* Representatives must be able to use SQL-like syntax to search the knowledge base.
Requirements. Service-level agreements
When a customer calls to open a claim, the company must respond to the caller within the following time frames:
Requirements. Alerts
* Cases must be flagged when they are past the SLA threshold.
* An email alert must be sent to the manager to indicate an SLA noncompliance.
* An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.
* Send an email alert to support managers when disputes are ready to be closed.
* Send an email alert to customers when cases are closed.
Requirements. Issues
* The current process is all manual and not efficient.
* There is no easy way to determine whether the company is meeting its SLAs.
* Representatives are often inconsistent regarding how they handle customers and answer customer questions.
* There is no accountability for any of the representatives who take calls.
Hotspot Question
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.
Answer:
Explanation:
NEW QUESTION # 113
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.
Answer:
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/create-rulesautomatically
NEW QUESTION # 114
You are describing Power Virtual Agents to executives at a company.
The executives want to know which features are available out of the box.
You need to describe these features.
Which three features are available? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
- A. Display a view of customer cases to users.
- B. Monitor bot conversations in real time.
- C. Use bots in post-chat surveys through routing rules.
- D. Escalate to a live person.
- E. Assign cases to specific users.
Answer: A,B,D
Explanation:
A: Smart assist is an intelligent assistant that provides real-time recommendations to agents, helping them take actions while interacting with customers. It allows organizations to build a custom bot and plug-in to their environment. These custom bots interpret conversations in real time and provide relevant recommendations such as knowledge articles, similar cases, and next-best steps to the agent's user interface.
C: With Power Virtual Agents, you can hand off conversations to live agents seamlessly and contextually.
When you hand off a conversation, you share the full history of the conversation (the context) as well as all user-defined variables. Having access to this context means live agents that are using any connected engagement hub can be notified that a conversation requires a live agent, see the context of the prior conversation, and resume the conversation.
Reference:
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/smart-assist
https://docs.microsoft.com/en-us/power-virtual-agents/advanced-hand-off
NEW QUESTION # 115
You are creating a survey using Voice of the Customer.
You need to embed the survey into a website and make it available to your customer.
What should you do?
- A. Create your Dynamics 365 portal. Display the Voice of the Customer page from within the main website page.
- B. Add the iFrame URL to your website.
- C. Create a webpage on the website. Add the URL to link the Voice of the Customer questions from Dynamics
365. - D. Create an iFrame URL. Copy the HTML code to an iFrame in your website.
- E. Create the website. Add the URL to the Dynamics 365 site in your website.
Answer: D
Explanation:
Section: Topic 4, Configure Voice of the Customer
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/distribute-survey
NEW QUESTION # 116
You are a customer service manager for a company using Dynamics 365 for Customer Service.
You need to set up queues to manage support. You assign a team to each queue.
What type of queue should you configure?
- A. Business unit
- B. Personal
- C. Private
- D. Public
Answer: C
Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queuesmanage-activities-cases
NEW QUESTION # 117
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer.
You need to create a customer service satisfaction survey and embed it on a website.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
- A. Copy the portal web link and paste it into your website.
- B. Copy the HTML code from the iFrame URL field and paste it on your website.
- C. Copy the URL from the Anonymous link field and paste it into your website.
- D. On the Voice of the Customer survey, select Run in iFrame.
Answer: B,D
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/distribute-survey
NEW QUESTION # 118
You are a help desk support representative using Dynamics 365 Customer Service Hub case management with limited permissions.
You need to create a personal chart that meets the following requirements:
* Show the number of open cases assigned to you for each customer.
* Ensure that specific team members can view the chart and view any changes as you update the chart.
Which options should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Box 1: Countall
COUNT (Azure Stream Analytics) returns the number of items in a group. COUNT always returns a bigint data type value.
Syntax:
-- Aggregate Function Syntax
COUNT ( { [ [ALL | DISTINCT] expression ] | * } )
Arguments:
ALL - Applies the aggregate function to all values. ALL is the default.
Box 2: Share the personal chart and add the user giving each one read permission Reference:
https://docs.microsoft.com/en-us/stream-analytics-query/count-azure-stream-analytics
NEW QUESTION # 119
You view the interactive dashboard in the Microsoft Dynamics 365 Customer Service Hub.
Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 120
You use Dynamics 365 for Customer Service.
You need to merge cases.
What is the outcome for the merge process? To answer, select the appropriate configuration in the answer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 121
A company uses Dynamics 365 Customer Service to provide product support to customers. Only employees are included in the company's Azure Active Directory.
You need to configure the system to meet the following requirements. You must minimize the effort required to complete any required configuration tasks.
* Create a website for external customers to open support tickets and see the status of open issues.
* Ensure that customers are set up to use this website.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Box 1: Create a portal by using the Customer self-service template
Create a website for external customers to open support tickets and see the status of open issues.
The Customer portal is a Power Apps portals template that lets companies create an externally facing business-to-business (B2B) website for scenarios that are related to sales order processing.
Customer self-service portal: A customer self-service portal enables customers to access self-service knowledge, support resources, view the progress of their cases, and provide feedback.
Its powerful self-service functionality guides customers to the answers they seek without human intervention or by connecting them to your most qualified agent for the task if the issue can't be resolved client-side autonomously.
Box 2: Ensure that all customers have an account record.
Ensure that customers are set up to use this website.
Note: Using the standard functionality, if I login to the Customer Service Portal I can create a new case linked either to myself as a Contact or to my related company as an Account (assuming that the Account is specificed on my contact record in Dynamics 365 CE).
Reference:
https://docs.microsoft.com/en-us/power-apps/maker/portals/portal-templates
https://docs.microsoft.com/en-us/dynamics365/supply-chain/sales-marketing/customer-portal-overview
https://readyxrm.blog/2019/07/04/dynamics-365-customer-self-service-powerapps-portals-creating-a-case-on-be
NEW QUESTION # 122
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