MB-230 practice questions 51–60

1. Question 51 · 187 in bank

   You are an Omnichannel supervisor at a company. You install a dashboard in Power BI. You need to ensure that managers are able to access the intraday insights dashboard. What should you do?

   • AFrom the supervisor configuration, add all users to the intraday insights dashboard.
   • BFrom the agent configuration, promote the users to supervisors.
   • CFrom universal service desk, enable all dashboards.
   • DFrom the supervisor configuration, add the required users.
   • EFrom Power BI, share the dashboard with the entire organization.

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   Answer: D

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2. Question 52 · 187 in bank

   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?

   • AYou should configure a business rule.
   • BYou should configure a data masking rule.
   • CYou should configure data encryption.
   • DYou should configure a routing rule.

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   Answer: B

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3. Question 53 · 187 in bank

   Customer service representatives are not able to manually add service-level agreements (SLAs) to a record. You need to enable on-demand SLAs. What should you do?

   • AConfigure the scope of the workflow
   • BPublish the on-demand SLA
   • CActivate the SLA
   • DRequest an administrator to add the SLA field to the entity form

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   Answer: D

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4. Question 54 · 187 in bank

   You are a customer service schedule administrator. A customer has a custom entity that requires its own schedule board. You need to create the schedule board. You configure the custom entity in the Resource Scheduling parameters. What should you do next?

   • AAdd a new resource requirement. Add a new view for the custom entity.
   • BChange the default entity name to the custom name. Create a new schedule board for the custom entity.
   • CDisable the schedule board. Configure Resource Scheduling Optimization.
   • DConfigure the booking metadata. Create a new schedule board for the custom entity.

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   Answer: D

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5. Question 55 · 187 in bank

   Select 3

   A company that owns hundreds of subsidiaries uses Dynamics 365 Customer Service. Each subsidiary has its own business models and serves different industries. You configure Connected Customer Service for Azure IoT Central. For which three use cases should you use Connected Customer Service? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

   • ACreate work orders to replace IoT-enabled traffic lights when the light bulb fails.
   • BCreate cases to update entitlements support terms for IoT devices when customers reach the end of their entitlement term.
   • CCreate cases to moderate social media when users leave poor ratings about an IoT sensor.
   • DCreate cases to ship new medication when an IoT sensor reports that the temperature of the medication’s packing material has exceeded its usable threshold.
   • ECreate work orders to repair IoT-enabled fiber optic connection boxes when a connection cannot be established for a week.

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   Answer: ADE

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6. Question 56 · 187 in bank

   Select 2

   You are employed as an administrator for your company’s Dynamics 365 for Customer Service environment. You have been tasked with setting up Twilio SMS for the customer service division. Which of the following is required for this configuration? (Choose two.)

   • AA Customer ID
   • BAn Account ID
   • CAn Auth Token
   • DAn API Key

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   Answer: BC

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7. Question 57 · 187 in bank

   Your company uses Dynamics 365 Customer Service. You are designing a survey to send out each time a case closes. The survey must adapt to display additional questions within the same survey if a customer chooses Dissatisfied as a survey answer. You need to configure the survey. Which feature should you use?

   • ABranching rule
   • BMultiple-page survey
   • CMultiple answer
   • DPost-survey message

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   Answer: A

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8. Question 58 · 187 in bank

   You are a system administrator for Dynamics 365 Customer Service. In the default account form, you create an escalation column as a choice of Yes/No. The main account form must have a column of escalation paths. The column must be hidden if the escalation column is set to No. If the escalation column is set to Yes, the escalation path column must be displayed and filled out. You need to configure the form. What should you configure?

   • APower Automate flow
   • BBusiness rule
   • CPower BI dashboard
   • DBusiness process flow

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   Answer: B

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9. Question 59 · 187 in bank

   You are employed as an administrator for your company’s Dynamics 365 for Customer Service implementation. You are currently creating case dashboard. You want to make sure that the dashboard displays cases by priority. Which of the following actions should you take?

   • AYou should configure the use of a timeframe filter.
   • BYou should configure the use of a priority filter.
   • CYou should configure the use of a global filter.
   • DYou should configure the use of a visual filter.

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   Answer: D

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10. Question 60 · 187 in bank

    A company uses Dynamics 365 Customer Service. A customer service supervisor must create canvas apps. The environment uses a Microsoft Dataverse database. The supervisor must be able to create new connections and Microsoft Power Automate flows. The supervisor must not have data access privileges to data in the environment. You need to assign a role to the supervisor by using the principle of least privilege. Which security role should you grant to the supervisor?

    • AEnvironment Maker
    • BEnvironment Admin
    • CSystem Administrator
    • DSystem Customizer

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    Answer: A

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MB-230 practice, question 51. 187 questions available.