Free MB-230 Sample Questions — Microsoft Dynamics 365 Customer Service Functional Consultant

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.

• A. No adjustment required
• B. Business rules
• C. Business process flow
• D. Similarity rules

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?

• A. From the supervisor configuration, add all users to the intraday insights dashboard
• B. From the agent configuration, promote the users to supervisors
• C. From universal service desk, enable all dashboards
• D. From the supervisor configuration, add the required users
• E. From Power BI, share the dashboard with the entire organization

A company manufactures, installs, and maintains residential water filtration systems. The company implements Dynamics 365 Customer Service. Installation technicians call support technicians when they encounter issues during system installations. You must create step-by-step documentation for the support technicians. Which two fields must you include? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

• A. Description
• B. Agent script
• C. Owner
• D. Language

You are a customer service representative for a company that uses Dynamics 365 Customer Service. When customer service representatives find records that meet specific criteria, they must be able to do the following: • Open the records in a new tab. • Open a single record in a new session. • Open a single record in an existing session on a new tab. You need to meet the requirements. Which two actions should you perform? Each correct answer part of a complete solution. NOTE: Each correct selection is worth one point.

• A. Use Global search
• B. Use the Customer Service Hub
• C. Use session templates and application tab templates
• D. Use Open Record Set
• E. Use a Customer Service workspace

You are responsible for designing surveys via Voice of the Customer (VoC). You want to make sure that the design allows for questions to be shown or hidden according to answer selected. You include the Tagging feature in the design. Does the action achieve your objective?

• A. Yes, it does
• B. No, it does not

You are integrating Power Virtual Agents with Omnichannel for Customer Service. You create context variables. You need to complete the handoff process to a human agent. Which three actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

• A. In Power Virtual Agents, enter the Power Virtual Agents Application ID
• B. In the Power Virtual Agents topic, add the Transfer to Agent node in the End the conversation node
• C. In the Omnichannel Administration app, add a user as a virtual agent
• D. In Power Virtual Agents, disable the Teams channel
• E. In Power Virtual Agents, select Transfer to agent

Which of the following statements is TRUE when designing a business process flow?

• A. You can use up to 40 steps for each stage
• B. Each branch can be no more than 10 levels deep
• C. You can select an entity relationship when defining a process flow
• D. You can use a minimum of 30 stages per process, as well as a minimum of 30 steps per stage

You are a Dynamics 365 Customer Service representative. You need to take the appropriate action when creating new cases to ensure that the automated routing rule is applied. What should you use?

• A. Add to queue
• B. Run workflow
• C. Save and route
• D. Share

You are a customer service manager. You define an enhanced service-level agreement (SLA). You need to accurately record the time spent on cases by customer service representatives. What should you do?

• A. Apply automatic routing rules
• B. Pause the SLA when the case is on hold
• C. Apply parent-child case settings
• D. Implement workflows on demand for the case entity

You sign in to Dynamics 365 Customer Service as a system administrator. You attempt to configure unified record routing across digital messaging channels. You receive the following error message: Some required services need to be installed before unified routing can be turned on. Please contact Microsoft Support. You need to enable unified record routing and route records. Which three steps must you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

• A. Set up users as leads
• B. Deploy Omnichannel for Customer Service
• C. Enable an entity for queues
• D. Set up users as contacts
• E. Provision unified routing for Customer Service only
• F. Set up users as bookable resources

You need to configure the system to notify managers about unhappy patients. What should you do?

• A. Configure Omnichannel Insights
• B. Set a routing rule for escalations
• C. Change the value of the Monitor real-time customer sentiment option to Yes

A company closes the business each year for nine business days. You need to configure the system to reflect the business closure while minimizing the number of records that you must create in the system. What should you create?

• A. nine customer service calendar records of a one-day duration
• B. two holiday calendar records of a seven-day duration
• C. three holiday schedule records of a three-day duration
• D. one business closure record of a nine-day duration

A company uses Dynamics 365 Customer Service. Telemetry on agent case resolution time reveals that agents spend 20 minutes on average resolving cases. Analysis determines that resolution duration is increased because agents are often required to view and modify data on the related account. The company requires a solution that allows agents to enter data in a single screen and edit multiple records without navigating to each record. You need to create the solution. Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

• A. Add an editable grid of the account on the case form
• B. Configure the Nested grid view
• C. Configure the editable grid of the case view to include account details
• D. Add an editable grid control to the case view

You are implementing Omnichannel for Customer Service. The customer service supervisor wants to change one of the intraday KPI calculation methods. You need to modify the supervisor dashboard with the new KPI. Which tool should you use?

• A. Power BI Pro
• B. Report Wizard
• C. Power Platform Maker portal
• D. Supervisor settings

Your company makes use of Dynamics 365 for Customer Service. You mistakenly close a case that had assigned to you prior to your work being completed. You want to open the case to carry on working on it. Which of the following actions should you take?

• A. You should create a new case based on the one that was accidentally closed
• B. You should reactivate the closed case
• C. You should reallocate the closed case
• D. You should create a new case and merge it with the closed case

You manage a Dynamics 365 Customer Service environment. The company processes thousands of cases daily. Some cases are parent cases, but most are child cases. When a child case is created, users report that they must re-enter information in fields from the parent case. You need to ensure that, when a new child case is created from within the context of a parent case, information in specific fields from the parent case is passed to the child case fields. What should you do?

• A. Use a business rule
• B. Create a many-to-many relationship and update the data mapping
• C. Create a routing rule
• D. Update the attributes that the child case will inherit from the parent case

You are customizing an Omnichannel for Customer Service implementation. A call center wants to enable a chat channel for unauthenticated chats with the following requirements: • Chat must auto detect a customer for agents. • A chat widget must be embedded in a specific domain. You need to customize the solution that meets the requirements. Which two options you should select? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

• A. pre-chat survey
• B. visitor location
• C. proactive chat
• D. widget location

You are creating a Power Virtual Agents chatbot to handle common customer inquiries. A manager reports that some inquiries are not routing to the appropriate customer service representatives. You observe that one node is inactive. You need to determine why the node is inactive. What should you use?

• A. Maker portal
• B. Supervisor dashboard
• C. Test bot pane
• D. Topic checker

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?

• A. It should be set to Email only
• B. It should be set to Phone only
• C. It should be set to Email and Phone
• D. It is an unnecessary setting

A company uses Dynamics 365 Customer Service. Agents provide incorrect responses when replying to customer issues. You need to configure quick replies. What should you do?

• A. Add a macro in Smart assist
• B. Add a quick reply to a workstream
• C. Create a new quick reply with the category name as the title
• D. Create a new tag for each quick reply