MB-230 : Microsoft Dynamics 365 for Customer Service : Part 02

MB-230 : All Parts

MB-230 : Microsoft Dynamics 365 for Customer Service : All Parts
MB-230 Part 01	MB-230 Part 03	MB-230 Part 05	MB-230 Part 07
MB-230 Part 02	MB-230 Part 04	MB-230 Part 06

You are a Dynamics 365 for Customer Service administrator.

You have been tasked with making sure that cases are automatically created for emails received by clients in possession of a support contract.

You have created an automatic record creation and update rule.

Which two of the following actions should you take NEXT?
- You should configure the rule to generate a case if a valid entitlement exists.
- You should configure the rule to send automatic email responses to customers when records are created.
- You should set the source type to service activity.
- You should set the source type to email.
You have been tasked with creating a phone call activity. You want to make sure that the activity appears on the case record timeline.

Which of the following is the field that should be modified during the process?
- Owner
- Regarding
- Attachments
- Notes
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?
- You should create a new case based on the one that was accidentally closed.
- You should reactivate the closed case.
- You should reallocate the closed case
- You should create a new case and merge it with the closed case.
You are employed as an administrator for your company’s Dynamics 365 for Customer Service implementation.

You are preparing to merge duplicate cases.

Which of the following is TRUE with regards to the state of the case and the status after these duplicate cases have been merged?
- The state of the case will change to Resolved and the state will change to Canceled.
- The state of the case will change to Merged and the state will change to Merged.
- The state of the case will change to Deleted and the state will change to Resolved.
- The state of the case will change to Canceled and the state will change to Merged.
You are employed as an administrator for your company’s Dynamics 365 for Customer Service implementation.

You have received articles that were created for a knowledge base from a reviewer.

Which of the following actions should be taken for articles that are approved?
- The approved article must be sent to the Manager.
- The approved article must be published.
- The approved article must be sent back for final edits.
- The approved article’s status must be changed to Active.
Your company makes use of Dynamics 365 for Customer Service.

You need to assign a case in the queue that is currently routed to you to a different user because you have booked time off work.

You release the case.

Does the action achieve your objective?
- Yes, it does
- No, it does not
Your company makes use of Dynamics 365 for Customer Service.

You need to assign a case in the queue that is currently routed to you to a different user because you have booked time off work.

You share the case.

Does the action achieve your objective?
- Yes, it does
- No, it does not
Your company makes use of Dynamics 365 for Customer Service.

You need to assign a case in the queue that is currently routed to you to a different user because you have booked time off work.

You delete the case.

Does the action achieve your objective?
- Yes, it does
- No, it does not
Your company makes use of Dynamics 365 Customer Service with the default settings unchanged.

You want to find like cases in the system using a default search feature.

You make use of Full-text Quick Find.

Does the action achieve your objective?
- Yes, it does
- No, it does not
Your company makes use of Dynamics 365 Customer Service with the default settings unchanged.

You want to find like cases in the system using a default search feature.

You make use of Quick Find.

Does the action achieve your objective?
- Yes, it does
- No, it does not
You are employed as a system administrator for your company’s Dynamics 365 for Customer Service implementation.

You have been tasked with creating a service-level agreement (SLA) that allows for times and status’ of an SLA to be tracked.

Which of the following is the type of SLA you should create?
- Atypical
- KPI
- Enhanced
- Standard
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 add the SLA field to the entity form.

Does the action achieve your objective?
- Yes, it does
- No, it does not
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?
- Yes, it does
- No, it does not
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?
- Yes, it does
- No, it does not
Your company makes use of Dynamics 365 for Customer Service. You are employed as a customer service manager.

You want to make sure that a client only receives support for the products that they have procured.

To which of the following should you add the products?

What should you do?
- The business rule
- The case
- The client’s entitlement
- The client’s profile
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.
- No adjustment required.
- Business rules
- Business process flow
- Similarity rules
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?
- It should be set to Email only.
- It should be set to Phone only.
- It should be set to Email and Phone.
- It is an unnecessary setting.
You work in customer support at you company.

You have been tasked with generating the entitlements for your clients in Dynamics 365 for Customer Service.

Which of the following actions should you take?
- You should configure business rules.
- You should configure a business process flow.
- You should configure entitlement channels.
- You should configure routing rules.
You are a Dynamics 365 for Customer Service manager.

You are preparing to configure queues for the purpose of managing support. After assigning teams respectively to a queue, you need to decide on the type of queue you are going to create.

You decide to create a Private queue.

Does the action achieve your objective?
- Yes, it does
- No, it does not
You are a Dynamics 365 for Customer Service manager.

You are preparing to configure queues for the purpose of managing support. After assigning teams respectively to a queue, you need to decide on the type of queue you are going to create.

You decide to create a Public queue.

Does the action achieve your objective?
- Yes, it does
- No, it does not

MB-230 : All Parts

MB-230 : Microsoft Dynamics 365 for Customer Service : All Parts
MB-230 Part 01	MB-230 Part 03	MB-230 Part 05	MB-230 Part 07
MB-230 Part 02	MB-230 Part 04	MB-230 Part 06

MB-230 : Microsoft Dynamics 365 for Customer Service : Part 02

You are a Dynamics 365 for Customer Service administrator.

You have been tasked with making sure that cases are automatically created for emails received by clients in possession of a support contract.

You have created an automatic record creation and update rule.

Which two of the following actions should you take NEXT?

You have been tasked with creating a phone call activity. You want to make sure that the activity appears on the case record timeline.

Which of the following is the field that should be modified during the process?

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?

You are employed as an administrator for your company’s Dynamics 365 for Customer Service implementation.

You are preparing to merge duplicate cases.

Which of the following is TRUE with regards to the state of the case and the status after these duplicate cases have been merged?

You are employed as an administrator for your company’s Dynamics 365 for Customer Service implementation.

You have received articles that were created for a knowledge base from a reviewer.

Which of the following actions should be taken for articles that are approved?

Your company makes use of Dynamics 365 for Customer Service.

You need to assign a case in the queue that is currently routed to you to a different user because you have booked time off work.

You release the case.

Does the action achieve your objective?

Your company makes use of Dynamics 365 for Customer Service.

You need to assign a case in the queue that is currently routed to you to a different user because you have booked time off work.

You share the case.

Does the action achieve your objective?

Your company makes use of Dynamics 365 for Customer Service.

You need to assign a case in the queue that is currently routed to you to a different user because you have booked time off work.

You delete the case.

Does the action achieve your objective?

Your company makes use of Dynamics 365 Customer Service with the default settings unchanged.

You want to find like cases in the system using a default search feature.

You make use of Full-text Quick Find.

Does the action achieve your objective?

Your company makes use of Dynamics 365 Customer Service with the default settings unchanged.

You want to find like cases in the system using a default search feature.

You make use of Quick Find.

Does the action achieve your objective?

You are employed as a system administrator for your company’s Dynamics 365 for Customer Service implementation.

You have been tasked with creating a service-level agreement (SLA) that allows for times and status’ of an SLA to be tracked.

Which of the following is the type of SLA you should create?

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 add the SLA field to the entity form.

Does the action achieve your objective?

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?

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?

Your company makes use of Dynamics 365 for Customer Service. You are employed as a customer service manager.

You want to make sure that a client only receives support for the products that they have procured.

To which of the following should you add the products?

What should you do?

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.

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?

You work in customer support at you company.

You have been tasked with generating the entitlements for your clients in Dynamics 365 for Customer Service.

Which of the following actions should you take?

You are a Dynamics 365 for Customer Service manager.

You are preparing to configure queues for the purpose of managing support. After assigning teams respectively to a queue, you need to decide on the type of queue you are going to create.

You decide to create a Private queue.

Does the action achieve your objective?

You are a Dynamics 365 for Customer Service manager.

You are preparing to configure queues for the purpose of managing support. After assigning teams respectively to a queue, you need to decide on the type of queue you are going to create.

You decide to create a Public queue.

Does the action achieve your objective?