Microsoft Dynamics 365 MB-230 Dumps | Updated Sep 06, 2021 - PracticeDump
Master 2021 Latest The Questions Microsoft Dynamics 365 and Pass MB-230 Real Exam!
NEW QUESTION 14
Hotspot Question
A company uses Dynamics 365 for Customer Service.
You need to document the case resolution process.
How are each of the cases resolved? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer- service/customer-service-hub-user-guide-case-sla
NEW QUESTION 15
You are a Dynamics 365 for Customer Service administrator.
Your company is trying to determine whether it needs to use standard or enhanced service-level agreements (SLAs).
You need to configure SLAs based on the requirements.
Which type of SLAs should you use? To answer, select the appropriate option in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 16
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 17
You manage a Dynamics 365 for Customer Service environment.
The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entitlement.
You need to create the entitlement for the customer.
What should you do?
- A. Add the new end date to the current entitlement and set new terms. Activate the entitlement.
- B. Create a new template with the dates and terms. Activate the template.
- C. In the old entitlement, zero out the remaining terms and the total terms. Activate the entitlement.
- D. Delete the old entitlement. Create a new entitlement template.
- E. Make a copy of the old entitlement. Activate the copy.
Answer: A
Explanation:
Section: Topic 3, Manage queues, entitlements, and SLAs
Explanation
NEW QUESTION 18
You are a Dynamics 365 for Customer Service administrator. Your company provides support between 9 a.m. and 5 p.m.
You must add a warning to account records when service representatives do not contact an account within eight business hours of the account being verified.
You need to enable service-level agreements (SLAs) for accounts.
In which order should you perform the actions? To answer, move all actions from the list to the answer area and arrange them in the correct order.
Answer:
Explanation:
1 - Customize the accounts entity to enable SLAs. Add a status reason for unverified accounts.Set the value for the statue reason to Verified.
2 - Create an enhanced SLA on the account that tracks when the status reason changes to Verified.
3 - Configure the SLA details and set a warning at six hours and a failure at eight hours.
4 - publish the account customizations. Set the business hours for the support department.
NEW QUESTION 19
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.
Answer:
Explanation:
NEW QUESTION 20
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.
Your company provides clients with Dynamics 365 for Customer Service Voice of the Customer employee satisfaction surveys. The company has a standardized set of survey questions named Satisfaction Survey.
You need to customize the survey for each client.
Solution: Open the source survey and the new survey. Drag the questions from the source survey to the new survey. Then customize the questions.
Does the solution meet the goal?
- A. No
- B. Yes
Answer: A
NEW QUESTION 21
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 URL from the Anonymous link field and paste it into your website.
- B. On the Voice of the Customer survey, select Run in iFrame.
- C. Copy the HTML code from the iFrame URL field and paste it on your website.
- D. Copy the portal web link and paste it into your website.
Answer: B,C
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 22
You plan to deploy Unified Service Desk (USD).
You need to install all USD components and verify the installation.
Which three actions should you perform? Each correct answer presents part of the solution.
- A. Run the USD client and connect to the Microsoft Dynamics 365.
- B. Install the USD client on a development computer.
- C. In the USD application, configure client diagnostic logging.
- D. Install computer telephony integration (CTI) adapters.
- E. Deploy USD packages to the Microsoft Dynamics 365 instance.
Answer: A,B,E
NEW QUESTION 23
You are a Dynamics 365 Customer Service administrator.
You are configuring a case dashboard.
You need to filter the dashboard to show only escalated cases and cases that are marked as Request.
Which filter should you use?
- A. Timeframe
- B. Priority
- C. Visual
- D. Global
Answer: D
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-dashboard
NEW QUESTION 24
A client plans to implement a case resolution process.
Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 25
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. A customer renews an entitlement for 100 more hours or one year.
- B. A customer's entitlement has ended and no more support is desired.
- C. A customer calls and wants to know how many hours of support remain.
- D. You need to add notes to the customer's entitlement.
- E. The customer must change remaining support hours from all email support to one-half email support and one-half phone support.
Answer: D,E
Explanation:
Section: Topic 3, Manage queues, entitlements, and SLAs
NEW QUESTION 26
You are using Dynamics 365 for Customer Service.
You need to create the entitlements for your customers.
What should you do?
- A. Configure routing rules.
- B. Create an entity for each channel and configure the relationship with the entitlement.
- C. Configure entitlement channels.
- D. Create queues for each channel.
Answer: C
NEW QUESTION 27
You enable feedback for a Voice of the Customer survey.
What is the total number of questions allowed for the survey?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: A
NEW QUESTION 28
You implement the Unified Service Desk (USD). You plan to implement actions and replacement parameters.
Which three symbols are valid replacement keys? Each correct answer presents a complete solution.
- A. +
- B. $
- C. -
- D. ~
- E. ^
Answer: A,B,E
NEW QUESTION 29
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