MB-230 practice questions 121–130

1. Question 121 · 187 in bank

   You are employed as a system administrator for your company’s Dynamics 365 for Customer Service implementation. You have been tasked with making sure that customer service representatives have the ability to add service-level agreements (SLAs) to a record manually. You activate the SLA. Does the action achieve your objective?

   • AYes, it does
   • BNo, it does not

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   Answer: B

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2. Question 122 · 187 in bank

   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?

   • AYes
   • BNo

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   Answer: A

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3. Question 123 · 187 in bank

   You are implementing Omnichannel for Customer Service for a company. The company has the following requirements: • Initial conversations must be assigned to Power Virtual Agents chatbots. • If a conversation needs to be escalated, it must be assigned to a human agent. • The chatbot and human agents must be in the same queue. You need to complete the implementation to meet the requirements. What must the chatbot capacity as compared to the agents' capacity?

   • AThe chatbot capacity must be the same as the capacity of the agents.
   • BThe chatbot capacity must be less than the capacity of the agents.
   • CThe chatbot capacity must be higher than the capacity of the agents.

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   Answer: C

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4. Question 124 · 187 in bank

   Select 2

   You are a Dynamics 365 Customer Service administrator. You need to add a new status reason to the case entity. What are two possible ways to accomplish the goal? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

   • ANavigate to Cases in the Customer Service Hub app. Open a record, edit the form, and then edit the Status reason field.
   • BModify the existing solution and the case entity. Edit the status reason and add an additional status reason value.
   • CCreate a new solution and add the existing Case entity. Select Status Reason and add a new value.
   • DModify the existing solution. Add another entity named Status. Then, create a status reason field with additional options.

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   Answer: BC

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5. Question 125 · 187 in bank

   You are employed as a system administrator for your company’s Dynamics 365 for Customer Service implementation. You have been tasked with making sure that customer service representatives have the ability to add service-level agreements (SLAs) to a record manually. You assign the customer service representatives the necessary permissions. Does the action achieve your objective?

   • AYes, it does
   • BNo, it does not

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   Answer: B

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6. Question 126 · 187 in bank

   Select 2

   Your company uses Dynamics 365 Customer Service. You create the following support offerings. Customers must choose one of the three offerings. • Email only • Phone only • Half phone and half email You allocate 50 cases to each support offering. You need to create the entitlement with terms that adhere to the support offerings. What are two possible ways to achieve this goal? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

   • ACreate one entitlement template that includes the three different terms. Apply the template to the customer, and then remove the terms that do not apply.
   • BCreate a new entitlement for each new support offering for the customer, with terms equal to 25 phone calls and 25 emails.
   • CCreate a new entitlement for each new support offering for the customer, with terms equal to 50 phone calls and 50 emails.
   • DCreate different entitlement templates for each set of terms. Apply the appropriate template to the customer.
   • ECreate three entitlement templates with terms for 50 calls and 50 emails. Apply the template to the customers as they sign the support offering.

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   Answer: AD

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7. Question 127 · 187 in bank

   Select 2

   You set a default entitlement for a customer. You need to ensure that the default entitlement is automatically associated with a case. What are two possible ways to achieve this goal? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

   • ACreate a case.
   • BUpdate the customer, contact, or product field on an existing case.
   • CUpdate the description field on an existing case.
   • DAdd an activity to an existing case.

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   Answer: AB

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8. Question 128 · 187 in bank

   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?

   • AThe Products or Contact field values have not been configured before activation.
   • BThe start date of the entitlement is in the future.
   • CThe entitlement has expired and is awaiting renewal.
   • DThe end date of the entitlement has been incorrectly configured to a date that has already passed.

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   Answer: B

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9. Question 129 · 187 in bank

   You need to consider the underlined segment to establish whether it is accurate. _Routing _ rules_ must be used to automate the process of adding cases to a queue.

   • ANo adjustment required.
   • BBusiness rules
   • CBusiness process flow
   • DSimilarity rules

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   Answer: A

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10. Question 130 · 187 in bank

    Your company makes use of Dynamics 365 for Customer Service. You are employed as an administrator. You are required to configure an entitlement template for a standard support contract that allows for 40 hours of email support, as well as Phone as a premium service in allotments of 20 incidents. Which of the following is TRUE with regards to the entitlement channel?

    • AIt should be set to Email only.
    • BIt should be set to Phone only.
    • CIt should be set to Email and Phone.
    • DIt is an unnecessary setting.

    Show answer

    Answer: A

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MB-230 practice, question 121. 187 questions available.