Microsoft Dynamics 365 for Customer Service Exam (MB-230) - Microsoft - Free Practice

1

Question

DRAG DROP You must create a custom web portal to support customer service processes. The portal must allow customers to chat with customer service if the customer initiates a chat conversation. You need to embed the chat widget into the web portal. Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

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2

Question

A customer service manager wants to find out how agents describe the reasons that customers call in
for support. The manager also wants topics to be automated.
You need to ensure that the manager's requirements are met.

What should you configure?

Options

A Last interaction for data mapping and automation of topic by using a bot.

B Case title for data mapping and automation of topic by using a bot.

C Case age for data mapping and automation of topic by using Power Virtual Agents.

D Last interaction for data mapping and automation of topic by using Power Virtual Agents.

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3

Question

You are a system administrator for Dynamics 365 for Customer Service. All child cases must inherit the product, customer name, case title, and case type from the parent case. Parent cases must not be closed until all child cases are closed. You need to configure cases.

What should you do?

Options

A On the case entity, update the Parent case-Child case 1:N relationship field mapping to include the fields.
Create a business rule on the case entity to prevent the parent from closing if it has one or more open child cases.

B Validate that customer and case title fields have not been removed as fields that child cases inherit from the parent cases. Add product and case-type fields to the list. The closure preference setting does not need to be changed. This is default behavior.

C Validate that customer and case title fields have not been removed as fields that child cases inherit from parent cases. Add product and case-type fields to the list. Set the closure preference setting to Don’t allow parent case closure until all child cases are closed.

D Create a business rule.

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4

Question

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?

Options

A Run workflow

B Share

C Save and route

D Add to queue

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5

Question

A company uses Omnichannel for Customer Service. An administrator creates a report. You must change reports to intraday insight reports without using customization. You need to determine why you are unable to switch to the intraday insight reports. What is the issue?

Options

A Users can configure only their own intraday insight reports.

B The intraday insight reports must be configured from Dynamics 365 Customer Service settings.

Microsoft Dynamics 365 for Customer Service Exam (MB-230) - Microsoft Exam Questions

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