MB-230 Exam Questions & Answers

Exam Code: MB-230

Exam Name: Microsoft Dynamics 365 Customer Service

Updated: Mar 27, 2024

Q&As: 371

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Practice These Free Questions and Answers to Pass the Role-based Exam

Questions 1

You are an administrator of a Dynamics 365 Customer Service system for a computer support company. Team members must handle cases as follows:

1.

A case for a new customer follows a different process than for a returning customer.

2.

A case for a returning customer who has a contract follows a different process than for a customer who is pay as you go.

3.

All cases must be researched and resolved.

4.

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 flow that branches.

B. Create two different forms and a business process flow for each type of customer.

C. Create a Power Automate flow that branches.

D. Create two different queues for the different types of customers.

Show Answer
Questions 2

You are using Dynamics 365 Customer Service to create and activate entitlements.

Customer service representatives state that the entitlement status is set to Waiting, and they cannot use the entitlement. You must ensure customer service representatives can use the entitlement.

You need to identify the entitlement issue.

What is the cause of the issue?

A. The Products or Contact field values have not been configured before activation.

B. The start date of the entitlement is in the future.

C. The entitlement has expired and is awaiting renewal.

D. The end date of the entitlement has been incorrectly configured to a date that has already passed.

Show Answer
Questions 3

DRAG DROP

You must create a custom web portal to support customer service processes. The portal must allow customers to chat with customer service if the customer initiates a chat conversation.

You need to embed the chat widget into the web portal.

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.

Select and Place:

Show Answer
Questions 4

You are a Dynamics 365 for Customer Service administrator. The organization has multiple business process flows for warranty management.

You need to manage business process flows.

What should you configure? To answer, select the appropriate configuration in the answer area.

NOTE: Each correct selection is worth one point.

Hot Area:

Show Answer
Questions 5

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.

Hot Area:

Show Answer

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