Practice Questions
Question (Page 22): MB-230 Exam Question 101 You are a Dynamics 365 system administrator. Your customer service team must define goal metrics to track and measure all resolved cases. You need to create a goal metric with a rollup field. In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.
Answers:
Explanation: Explanation References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/sales-enterprise/create-edit-goal-metric
Question (Page 22): MB-230 Exam Question 102 You install Microsoft Dynamics 365. Which three knowledge base article templates are available? Each correct answer presents a complete solution.
A. Solution to a Problem
B. Standard KB Article
C. Case Escalation
D. Coverage Dates
Answers: 1,2
Explanation:
Question (Page 22): MB-230 Exam Question 103 A company implements Dynamics 365 Customer Service. You are setting up scheduling to dispatch repair technicians. You encounter the following issues: You are unable to create a new organizational unit. Repair technicians are accidentally scheduled to work on days when company is on holiday. RepairTechnicianA does not appear on the schedule for Fridays for any issue. You need to resolve the issues. What should you modify to correct the issues? To answer, drag the appropriate resolutions to the correct issues. Each source 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.
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Explanation:
Question (Page 22): MB-230 Exam Question 104 You configure Dynamics 365 Customer Service. Managers require a custom dashboard with the following: * A list of customers who have the most cases open. * A list of customers who have the most missed service-level agreements (SLAs) sorted by contact. * A list of top call takers for the week. * A list of the cases that took the most amount of time to resolve. The custom dashboard must be available for all users to use. You need to configure the system. What should you configure? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
Answers:
Explanation: Explanation
Question (Page 22): MB-230 Exam Question 105 A company is using Omnichannel for Customer Service. You add a live chat button to your company's website for existing customers. Requests for chats are handled by the next available representative. The chat must route the customer to the same representative if the customer is inadvertently disconnected. You need to configure the chat. 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. NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.
Answers:
Explanation: Explanation
Question (Page 23): MB-230 Exam Question 106 You make a phone call regarding an existing case record. You need to create a phone call activity that appears on the case record timeline. 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.
Answers:
Explanation:
Question (Page 23): MB-230 Exam Question 107 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. A company has a Customer Service deployment. The company plans to implement the following: - AI 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 similarity level of similar cases to the active case. Does the solution meet the goal?
A. No
B. Yes
Answers: 2
Explanation:
Question (Page 23): MB-230 Exam Question 108 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. You need to search for answers to customer claims. Which type of search should you perform?
A. Timeline
B. Quick Find
C. Related
D. Detail
Answers: 3
Explanation: https://docs.microsoft.com/en-us/dynamics365/customer-service/search-knowledge-articles- csh#knowledge-base-search-control
Question (Page 23): MB-230 Exam Question 109 A company that manufactures industrial heating, ventilation, and air conditioning units (HVAC) is implementing Dynamics 365 Customer Service. The company requires a presales solution that handles presales inquiries and existing customer support calls. The solution must meet the following requirements: Presales inquiry handling must be maintained separately from support call handling. Presales inquiries captured from the company website must be handled by dedicated teams for each country on a first-come, first-served basis. Support calls for specific HVAC systems must be directed only to their respective certified technicians. You need to configure the solution. Which components should you configure? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
Answers:
Explanation: Explanation Box 1: Queue Presales inquiries captured from the company website must be handled by dedicated teams for each country on a first-come, first-served basis. The idea of FIFO queuing, also called first-come, first-served (FCFS) queuing, is simple: The first item that arrives at a router is the first item to be handled. Box 2: Workstream Presales inquiry handling must be maintained separately from support call handling. A workstream is a container to enrich, route, and assign work items. The workstream is associated with a channel, such as live chat, voice, or case. The workstream can belong to multiple channels of the same type, like multiple chat channels. In this case, all the conversations from these channels inherit the routing and work assignment settings of the workstream they belong to. Box 3: Assignment ruleset Support calls for specific HVAC systems must be directed only to their respective certified technicians. Assignment methods determine how a work item is assigned. You can use the out-of-the-box assignment methods or build custom assignment rules by configuring the prioritization rules and assignment rulesets The following assignment methods are available out of the box: * Highest capacity: Assigns work item to the agent with the highest capacity, among those who have the skills identified during the classification stage, and who have the presence as specified in the allowed presence option of the workstream. In this assignment method, the work items are prioritized in the first in first out manner, that is, the work item that was created first is assigned first. If more than one agent is available with the same capacity, the work item is assigned randomly. * Round robin Reference: https://www.sciencedirect.com/topics/computer-science/first-come-first-served https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams https://docs.microsoft.com/en-us/dynamics365/customer-service/assignment-methods
Question (Page 23): MB-230 Exam Question 110 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.
A. Use an existing customer SLA and change the conditions after assigning the SLA to the customer record.
B. Create a new SLA for each case that does not have a customer SLA.
C. Go into the SLA configuration and assign it to a customer.
D. Automatically apply SLAs to records based on business logic.
Answers: 4
Explanation: https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level- agreements#apply-slas-on-demand
Question (Page 24): MB-230 Exam Question 111 Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets 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 implement Dynamics 365 Customer Service for a call center. The call center supervisor has the following requirements for the Customer Service workspace functionality: - Automate agents' repetitive tasks. - Enable agents to share knowledge articles with customers. You need to ensure that the implementation meets the requirements. Solution: Create a macro with a productivity connector. Does the solution meet the goal?
A. Yes
B. No
Answers: 2
Explanation:
Question (Page 24): MB-230 Exam Question 112 A company uses Dynamics 365 Customer Service. The company purchases Omnichannel for Customer Service. The company wants the following requirements implemented without the need to license additional software: * The system must automatically ask questions before the chat begins. * Credit card information that a customer enters in a chat must not be visible to the agent. You need to configure the options to meet the requirements. Which options should you configure? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
Answers:
Explanation: Graphical user interface, text, application Description automatically generated Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-pre-chat-survey https://docs.microsoft.com/en-us/dynamics365/customer-service/data-masking-settings
Question (Page 24): MB-230 Exam Question 113 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 URL from the Anonymous link field and paste it into your website.
C. On the Voice of the Customer survey, select Run in iFrame.
D. Copy the HTML code from the iFrame URL field and paste it on your website.
Answers: 3,4
Explanation: Explanation References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/distribute-survey
Question (Page 24): MB-230 Exam Question 114 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.
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Explanation: Explanation Graphical user interface, text, application, email Description automatically generated 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-dyna
Question (Page 24): MB-230 Exam Question 115 Your company uses Dynamics 365 Customer Service. You are designing a survey to send out each time a case closes. The survey must adapt to display additional questions within the same survey if a customer chooses Dissatisfied as a survey answer. You need to configure the survey. Which feature should you use?
A. Branching rule
B. Post-survey message
C. Multiple answer
D. Multiple-page survey
Answers: 1
Explanation:
Question (Page 25): MB-230 Exam Question 116 Case Study 2 - Lamna Healthcare Background Lamna Healthcare Company provides health care services to communities across the region. The company provides telehealth services only and does not offer in-person appointments. The company has staff that speak English and Spanish. The company is open from 8 AM to midnight Monday through Friday to provide services. Patients can make appointments by calling or using the internet. All appointments are conducted by phone or by using a computer. Current environment. Services Lamna provides two types of appointments: wellness and sick. A doctor and a nurse are scheduled for each sick appointment. A doctor or a nurse are scheduled for wellness appointments. Current environment. Employees General Employees are located in the Pacific and Eastern time zones. Case representatives Case representatives handle incoming calls, provide information to patients for appointments, and schedule follow-up calls with doctors. Case representatives can also help with people who want to chat online. All case representatives work eight-hour shifts. Case representatives typically focus on cases that involve one type of illness. The case representatives may back up others when call volumes are large. Several case representatives speak both Spanish and English. The only company holidays the case representatives have off are New Year's Eve day and New Year's Day. Customer satisfaction and escalation Customer satisfaction representatives monitor all activity and ensure that there is a uniform process for all calls. Case managers schedule shifts and are a point of escalation. Requirements. System and resources * Each employee must use the system. * Case managers must be users in the system but must not be available for the scheduling rotation or manually assigned. * Patients must be offered at least three alternative times to schedule an appointment. Requirements. Cases * The system must support live chats, texting, and Twitter. * Case representatives must be able to chat, text, and tweet without exiting the system they use to track calls. * Case representatives must be able to chat live only with customers whose calls are routed or assigned to them. * Managers must be able to monitor all communication as well as add or delete quick replies. * Customer satisfaction representatives must be able to read agent scripts and workflows. * A live chat must pop up each time someone fills out the form to register for an appointment. The live chat must automatically be sent to the case representative who is best qualified to answer the question. * There are two type of queues: regular and escalated. * Tickets must be routed to the most qualified representative for the illness. * Tickets assigned to a representative must be automatically placed in that representative's queue. Requirements. Chat escalation process * Each division must have one manager for escalations. * Patients who request an escalation from the website must automatically be routed to a chatbot. The patient will answer predefined questions and will be alerted that someone will call them back. Chat transcripts must be sent to the appropriate manager. * Only escalations must go to the chat bot. * You must create two types of Omnichannel queues: regular and escalated. * Only managers must be able to access the Omnichannel Insights dashboard. Requirements. Managers * Managers must be able to review weekly productivity reports for representatives by using Omnichannel Insights dashboards. * Managers must be able to monitor patient moods during patients' conversations with representatives. * Managers must be able to determine whether a patient is feeling negative during a live chat with a representative. Requirements. Appointments * Representatives must be able to schedule appointments and see everyone's free/busy time during their scheduled working hours. * Appointments must be scheduled by representatives in open time slots for nurses and doctors. * Nurses and doctors must be booked for 30-minute time slots. * Patients must be offered at least three alternative times to schedule an appointment. Requirements. Analytics * You must implement Customer Insights to keep track of how well representatives are managing customers' requests. * Analytics must be viewable only in the production environment. * You must ensure that only escalation managers can create workspaces and control access to workspaces * Case representatives must be rated on knowledge of their primary specialty and their backup specialty. * Case representatives must only be able to view workspaces. * Managers must be able to review dashboards in the Chat channel to ensure that case representatives are meeting their objectives. Hotspot Question 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.
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Explanation: https://docs.microsoft.com/en-us/dynamics365/customer-service/resources-service-scheduling
Question (Page 25): MB-230 Exam Question 117 Hotspot Question You are modifying the phone-to-case process in Dynamics 365 Customer Service. You create a flow by using PowerApps as shown in the exhibit. (Click the Exhibit tab.) You must modify the business process flow to include the check-email step at the beginning of the research stage. 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.
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Explanation:
Question (Page 25): MB-230 Exam Question 118 You are working as a functional consultant for Dynamics 365 Customer Service. No changes have been made to security roles. You need to ensure that customer service representatives can process cases that have service-level agreements (SLAs) and entitlements. You must grant only the minimum privileges required. How should you configure security? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
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Explanation: Graphical user interface, text, application, chat or text message Description automatically generated Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements
Question (Page 25): MB-230 Exam Question 119 You need to determine the type of queues to create. How should access to the queues be configured? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
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Explanation: Box 1: Private Miscellaneous queues must be visible to everyone The other queues must be visible only to the appropriate department. In Customer Service, you can create two types of queues: Private queues: Create with limited set of members to help those members easily view the queue items in that queue. Private queues streamline queue items for the members of that queue only and help to remove clutter from other user's views. Public queues: Create to let everyone in the organization view the queue and all of its items. Box 2: Public Miscellaneous queues must be visible to everyone. Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases
Question (Page 25): MB-230 Exam Question 120 You are an administrator of a Dynamics 365 Customer Service system for a computer support company. Team members must handle cases as follows: * A case for a new customer follows a different process than for a returning customer. * A case for a returning customer who has a contract follows a different process than for a customer who is pay as you go. * All cases must be researched and resolved. * Cases must be handled in a manner that is simple to maintain. You need to ensure that all team members follow the same process for handling cases. What should you do?
A. Create a business process now that branches.
B. Create two different forms and a business process flow for each type of customer.
C. Create a Power Automate now that branches.
D. Create two different queues for the different types of customers.
Answers: 1
Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/customize/enhance-business-p
Question (Page 26): MB-230 Exam Question 121 A company uses Dynamics 365 Customer Service. Telemetry on agent case resolution time reveals that agents spend 20 minutes on average resolving cases. Analysis determines that resolution duration is increased because agents are often required to view and modify data on the related account. The company requires a solution that allows agents to enter data in a single screen and edit multiple records without navigating to each record. You need to create the solution. Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point
A. Configure the Nested grid view.
B. Add an editable grid of the account on the case form.
C. Configure the editable grid of the case view to include account details.
D. Add an editable grid control to the case view.
Answers: 2
Explanation:
Question (Page 26): MB-230 Exam Question 122 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.
Answers:
Explanation:
Question (Page 26): MB-230 Exam Question 123 You are setting up knowledge management in Dynamics 365 Customer Service. Management wants to view the statistics on which keywords are searched the most by agents when they use the knowledge base. You need to ensure that management can view the top search words. Which two steps should you configure? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.
A. Enable knowledge analytics.
B. Select Knowledge search analytics after adding the Additional features.
C. Enable historical analytics.
D. Enable knowledge article suggestions.
Answers: 1,2
Explanation:
Question (Page 26): MB-230 Exam Question 124 You need to determine the type of queues to create. How should access to the queues be configured? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
Answers:
Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases
Question (Page 26): MB-230 Exam Question 125 A company is implementing Omnichannel for Dynamics 365 Customer Service. The company's requirements are: * Live chat must be available through Omnichannel for cases only. * High-priority cases must automatically be sent to the next available agent. * Lower-priority cases must wait to be picked up by an agent * All work must be distributed evenly with no other conditions. You need to select the setup that meets the requirements. Which setup should you select?
A. one workstream and two routing rules
B. two workstreams and one routing rule per workstream
C. two workstreams and two routing rules per workstream
D. one workstream and one routing rule
Answers: 1
Explanation:
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