MB-230 Online Practice Questions and Answers
Your company makes use of Dynamics 365 for Customer Service.
You have configured a customer service business unit as a parent of a call center, a digital response, and an escalation business unit. These business units all have their own queues. Customer service cases are directed to the correct
parties via the queues. You have not amended any security roles.
You have been tasked with making sure that a user in the customer service business unit is able to read queues in both the parent and child business units.
You assign the user the System customizer security role.
Does the action achieve your objective?
A. Yes, it does
B. No, it does not
You make use of Dynamics 365 Customer Service. You have recently acquired Omnichannel for Customer Service.
You want to make sure that an agent is unable to view a client's credit card data in a live chat.
Which of the following actions should you take?
A. You should configure a business rule.
B. You should configure a data masking rule.
C. You should configure data encryption.
D. You should configure a routing rule.
You are a customer service representative using Dynamics 365 for Customer Service.
You need to identify and eliminate duplicate cases.
What should you do?
A. Configure Dynamics 365 AI for Customer Service
B. Use business rules
C. Merge cases
D. Use parent-child case relationships
You are implementing Omnichannel for Customer Service for a company.
The company has set up dedicated teams to handle inquiries from different social platforms. Each team member specializes in a specific product line from the company. However, the team members must be able to pick up any inquiry coming
into the team.
You need to configure the system.
Which two components should you configure? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
A. Create a work item trigger
B. Turn on Agent Affinity
C. Create a Parent Child attribute
D. Create a routing rule
E. Turn on a custom listener
You are a Dynamics 365 Customer Service system administrator. You work with the Customer Service Hub application.
You need to enable entities for service-level agreements (SLAs).
For which entity can you enable SLAs?
A. Contract
B. Business unit
C. KPIs
D. Customer service schedule
E. Holiday schedule
F. Account
You need to configure the system to meet the three-day and seven-day timeframes. What should you configure?
A. Entitlement conditions
B. Workflows
C. Power Automate
D. Service Level Agreement conditions
HOTSPOT
You are implementing Dynamics 365 Customer Service Workspaces for your company's help desk without additional software. Help desk representatives must be able to open multiple sessions. The configuration has the following
requirements:
Ensure each helpdesk representative has the same user experience when togging into the application.
Customer records must automatically open when a helpdesk representative opens a case.
You need to configure the help desk settings.
What should you configure? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
Hot Area:
HOTSPOT
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.
Hot Area:
HOTSPOT
You need to decide which action is applicable in the SLA.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
DRAG DROP
You create an IoT Central application to integrate with Dynamics 365 Customer Service Connected Customer Experience.
You need to configure the application.
Which features should you use? To answer, drag the appropriate features to the correct requirements. Each feature 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.
Select and Place:
