MB-230 practice questions 171–180

1. Question 171 · 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 on the review screen. A company uses Dynamics 365 Customer Service. Customer Voice is deployed on the tenant. When a user resolves a case in the system, the individual who reported the incident must automatically receive an email with a link to complete a customer feedback survey. Survey responses must be visible against the resolved case. You need to implement a solution. Solution: Navigate to the resolved case. Select Send Survey. Does the solution meet the goal?

   • AYes
   • BNo

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   Answer: B

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2. Question 172 · 187 in bank

   A company implements Dynamics 365 Customer Voice. When the company deploys an application at the end of a project, users are unable to distribute surveys. You need to assign users to the appropriate role so they can distribute the survey. You must adhere to the principle of least privilege. To which role should you assign the users?

   • AOmnichannel supervisor
   • BScheduler
   • CProductivity tools user
   • DSurvey sender

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   Answer: D

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3. Question 173 · 187 in bank

   You implement Dynamics 365 Customer Service for a company. Support representatives use the Customer Service workspace. Support representatives must begin working on existing cases in their queues when they open the workspace. Which screen should the representatives use to perform this task?

   • ACustomer service multiple customer sessions
   • BCustomer Service Agent Dashboard
   • CPower Bl dashboard
   • DNext available case record

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   Answer: B

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4. Question 174 · 187 in bank

   You are deploying the voice channel for Dynamics 365 Contact Center to an existing Microsoft Azure resource. When you attempt to link the Azure resource to Dynamics 365 Contact Center, you are prompted to provide Event Grid application details. You need to determine what to create in Azure for the Event Grid application details. What should you create?

   • AExternal identity
   • BEvent Grid resource
   • CEnterprise application
   • DApplication registration

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   Answer: D

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5. Question 175 · 187 in bank

   A company uses Dynamics 365 Customer Service. An administrator for the company is configuring Copilot for agents. The company requires reports on agent transactions and interactions with Copilot. You need to recommend a feature or component that the administrator should configure. Which component or feature should you recommend?

   • ACustom Dynamics 365 Help page
   • BAsk a Question in Copilot in Customer Service
   • CSmart assist
   • DAgent experience data setting in the Copilot Help pane
   • EMake Copilot available to agents setting in the Copilot Help pane

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   Answer: D

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6. Question 176 · 187 in bank

   Select 2

   You are creating an external-facing portal that uses capabilities of Dynamics 365 Customer Service. When a case is closed, customers must receive an email that provides the ability to visit the knowledge base associated with the case. You need to configure the system. Which two options should you configure? Each correct answer presents part of a solution. NOTE: Each correct selection is worth one point.

   • AIn Dynamics 365 Customer Service, enter the portal URL that will be used to create external (public facing) portal links for knowledge articles in the Knowledge Solution field.
   • BIn Dynamics 365 Customer Service, under Knowledge Source, in the Knowledge Solution field, enable sharing the knowledge article as a link in the email sent to the customer.
   • CIn the Knowledge Articles Feedback section, set Enable users to provide feedback on knowledge articles from search control to Yes.
   • DIn Dynamics 365 Customer Service, ensure that the representative closing the case attaches the knowledge article to the record.

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   Answer: AD

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7. Question 177 · 187 in bank

   Select 2

   You are creating a translation for an existing Knowledge article in Dynamics 365 Customer Service. You need to configure the elements that support translation. Which two elements should you configure? Each correct answer presents part of the solution. (Choose two.) NOTE: Each correct selection is worth one point.

   • Afeedback
   • Bkeywords
   • Ccontent
   • Dsubject

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   Answer: BC

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8. Question 178 · 187 in bank

   Case study - This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided. To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study. At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section. To start the case study - To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question. Overview - The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service level agreements (SLAs) in place. Most clients have agreements that last one year and have 30 cases available. Half the cases may be opened by phone. The other half may be opened by email. The company has an existing on-premises software system. The current system no longer meets the company’s needs. The support desk is open 8:00 am to 8:00 pm Eastern Standard Time. Requirements - Support desk - The company plans to implement Dynamics 365. The solution will include a custom entity that needs to be search enabled. You must configure the system to ensure that you can determine how many support tickets and new orders tickets are received. You must be able to determine which device types have the most tickets opened for issues. Business hours in the system must reflect the hours support staff is scheduled. Case handling - • New cases must automatically route to the correct support group by phone type or new purchase group without requiring custom code. • The system must automatically create a case when email is received by companies that are not in the system. • The system must automatically send a response to an email sender upon case creation for new orders, but not for service records. • Users must be able to initiate routing for manually created cases. • The system must create sub-cases from one customer with different cases and also if the same issue is reported by several customers. Subcases must inherit the following fields: customer name, contact email address and case title. • Main cases must not be closed until all the sub-cases are closed. • Separate groups must be created for each type of service and each phone type. Access to the groups must be restricted to team members that support that service or phone type. • When importing from the old system, old cases do not need to be routed to the correct support group. Knowledge base - • Users must be able to search the knowledge base when opening a new case form or when checking on cases. • Users must be able to use relevant searches and include any customer entities. Dashboards - • Managers must be able to see a real-time list of open cases, open activities, and expiring entitlements all on one page. • Managers must also be able to see all open cases, escalated cases and cases by representatives on one screen. Managers must be able to drill down within each area. • Managers need a dashboard that displays weekly statistics for cases and representatives. • Each representative needs to see their own tickets that are opened for the day, week, and month as well as their closed tickets. Service-level agreements - • Most customers must be contacted within 90 minutes of their case being opened. • Some customers can purchase faster service on call backs. • Emails must be sent to support managers when service-level agreements (SLAs) are missed. • Support representatives must be able to see a timer on each case form to ensure they are adhering to their SLAs. • SLA KPIs must be tracked in the system. • SLA KPIs must appear on the case form. • Cases must be able to be placed on hold if issues arise with related contracts. Issues - Users report they are not able to search the Knowledge Base. You need to enable relevance search for the custom entity. Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

   • AAdd Quick Find to the case form.
   • BAdd custom entities to Configure Relevance Search in Customizations and Entities.
   • CAdd Knowledge Base Search control to the forms case.
   • DEnable Relevance Search in System Settings.

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   Answer: B

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9. Question 179 · 187 in bank

   A service representative resolves a case for a customer by using Dynamics 365 Customer Service. A Customer Voice survey is automatically sent to the customer to collect feedback. The customer completes the survey and submits it. You need to review the response details for the completed survey. What should you do?

   • AReview the survey invite record details on the case timeline.
   • BReview the survey response record details on the case timeline.
   • COpen the survey response record to view the details in the record.
   • DOpen the survey invite record to view the details in the record.

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   Answer: B

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10. Question 180 · 187 in bank

    You manage a Dynamics 365 Customer Service environment. You implement cases to handle customer issues. A case-routing rule is configured to route all cases to the appropriate queues based on defined criteria. A customer service representative verifies that user-created cases are not automatically routing. Similar cases created by using inbound emails are automatically routing to queues. You need to identify the routing issue for user-created cases. What is the issue?

    • ACase routing rules do not automatically apply to manually created cases.
    • BThe queue for this case is not set up or is inactive.
    • CThe routing rule is not set up to handle the defined routing of cases created by phone.
    • DThe routing rule to handle cases created by phone is inactive.

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    Answer: A

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MB-230 practice, question 171. 187 questions available.