This page was exported from Free Exam Dumps Collection [ http://free.examcollectionpass.com ] Export date:Wed Oct 23 11:22:49 2024 / +0000 GMT ___________________________________________________ Title: Microsoft MB-230 Real 2022 Braindumps Mock Exam Dumps [Q87-Q102] --------------------------------------------------- Microsoft MB-230 Real 2022 Braindumps Mock Exam Dumps MB-230 Exam Questions | Real MB-230 Practice Dumps The Microsoft MB-230 exam, which is also known as Microsoft Dynamics 365 Customer Service, is one of the prerequisite tests for earning the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. It is required that you pass it along with Microsoft PL-200 in order to get certified.   QUESTION 87You are a help desk representative for an organization using Dynamics 365 Customer Service.Users need to search within the system for similar cases. None of the out-of-the-box settings have been changed.You need to determine which search features are available for use by default.Which two search features are available? Each correct answer presents a complete solution.NOTE: Each correct selection is worth one point.  Advanced Find  Quick Find  Relevance Search  Full-text Quick Find https://docs.microsoft.com/en-us/power-platform/admin/configure-relevance-search-organizationhttps://docs.microsoft.com/en-us/powerapps/user/searchQUESTION 88You have a Microsoft Dynamics 365 environment.You implement Field Service.A user named User1 is creating an agreement User1 attempts to set the agreement booking dates and agreement invoice dates but reports that the options are disabled.You need to resolve the issue.What should you do?  Set the agreement status to Active.  Set the work order duration.  Add the Customer Service Representative role to User1.  In System Settings, set the Fiscal Year End. QUESTION 89You use Dynamics 365 for Customer Service administrator. You plan to create Voice of the Customer surveys.You need to determine which survey question feature is needed to complete the design of the survey.Which survey features should you use? To answer, select the appropriate survey type in the dialog box in the answer area.NOTE: Each correct selection is worth one point. Reference:https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurveyQUESTION 90You are a Dynamics 365 for Customer Service administrator.Your company is trying to determine whether it needs to use standard or enhanced service-level agreements (SLAs).You need to configure SLAs based on the requirements.Which type of SLAs should you use? To answer, select the appropriate option in the answer area.NOTE:Each correct selection is worth one point. QUESTION 91Which two statements regarding case routing are true? Each correct answer presents a complete solution.  You can add a maximum of five routing rule items to a routing rule set  A workflow is automatically created for each routing rule.  A maximum of three routing rule sets can be active at the same time.  You can route or assign a case to a user, queue, or team. https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/create- rules-automatically-route-casesQUESTION 92You view the interactive dashboard in the Microsoft Dynamics 365 Customer Service Hub.Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic.NOTE: Each correct selection is worth one point. QUESTION 93You are a Dynamics 365 for Customer Service administrator.You need to deactivate entitlements.When should you deactivate entitlements? Each correct answer presents a complete solution.NOTE: Each correct selection is worth one point.  A customer’s entitlement has ended and no more support is desired.  A customer renews an entitlement for 100 more hours or one year.  A customer calls and wants to know how many hours of support remain.  The customer must change remaining support hours from all email support to one-half email support and one-half phone support.  You need to add notes to the customer’s entitlement. Section: Topic 3, Manage queues, entitlements, and SLAsExplanationQUESTION 94You manage Dynamics 365 Customer Service. You have a routing rule set named CustomerResolution that assigns general inquiry cases to a queue named GeneralInquiry.You need to assign technical support cases to a queue named TechSupport.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. 1 – Create a queue named TechSupport2 – Deactivate the routing rule named customerResolution3 – Create a rule item named TechSupport,,,,,4 – Activate CustomerResolutionReference:https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-casesQUESTION 95You need to configure the queues.Which configurations should you use? To answer, select the appropriate options in the answer area.NOTE: Each correct selection is worth one point. Reference:https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-emailhttps://docs.microsoft.com/en-us/dynamics365/customer-service/overview-unified-routingQUESTION 96You implement the Unified Service Desk (USD). You plan to implement a window navigation rule.Which two statements are true? Each answer represents a complete solution.  You must populate the form and entity or URL fields for specific rules.  Rules are evaluated based on the order number,  You must use the display name to reference the entity in the rule.  You must configure default rules so that they are evaluated first https://docs.microsoft.com/en-us/dynamics365/unified-service-desk/use-window-navigation-rules- unified-service-desk?view=dynamics-usd-4.1#:~:text=Window%20navigation%20rules%20in%20Unified%20Service%20Desk%20are%20e xecuted%20in,which%20the%20control%20might%20appearQUESTION 97You make a phone call regarding an existing case record.You need to create a phone call activity that appears on the case record timeline.Which three 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. 1 – Select an existing case record2 – Select Add phone call activity3 – Change the phone call Regarding value to the case connectQUESTION 98A client plans to implement a case resolution process.Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area.NOTE: Each correct selection is worth one point. QUESTION 99You are a customer service representative using Dynamics 365 for Customer Service.You need to identify and eliminate duplicate cases.What should you do?  Configure Dynamics 365 AI for Customer Service  Use business rules  Merge cases  Use parent-child case relationships Section: Topic 2, Manage cases and the knowledge baseQUESTION 100You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review.You approve some articles and revert some articles to draft status.For each action, what should you do next? To answer, select the appropriate options in the answer area.NOTE: Each correct selection is worth one point. QUESTION 101You need to set up users with permissions to use the digital messaging channels.Which role should you assign to each user? To answer, drag the appropriate roles to the correct groups of users. Each role may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content. Reference:https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-agent-overviewhttps://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave1/dynamics365-customer-service/omnichannel-supervisor-experience-enhancementshttps://docs.microsoft.com/en-us/dynamics365-release-plan/2021wave1/service/dynamics365-customer-service/agent-productivityQUESTION 102A company uses Dynamics 365 Customer Service to provide product support to customers. Only employees are included in the company’s Azure Active Directory.You need to configure the system to meet the following requirements. You must minimize the effort required to complete any required configuration tasks.Create a website for external customers to open support tickets and see the status of open issues.Ensure that customers are set up to use this website.What should you configure? To answer, select the appropriate options in the answer area.NOTE: Each correct selection is worth one point. Reference:https://docs.microsoft.com/en-us/power-apps/maker/portals/portal-templateshttps://docs.microsoft.com/en-us/dynamics365/supply-chain/sales-marketing/customer-portal-overviewhttps://readyxrm.blog/2019/07/04/dynamics-365-customer-self-service-powerapps-portals-creating-a-case-on-behalf-of-another-account/ Loading … Verified MB-230 Exam Dumps Q&As - Provide MB-230 with Correct Answers: https://www.examcollectionpass.com/Microsoft/MB-230-practice-exam-dumps.html --------------------------------------------------- Images: https://free.examcollectionpass.com/wp-content/plugins/watu/loading.gif https://free.examcollectionpass.com/wp-content/plugins/watu/loading.gif --------------------------------------------------- --------------------------------------------------- Post date: 2022-12-19 13:58:28 Post date GMT: 2022-12-19 13:58:28 Post modified date: 2022-12-19 13:58:28 Post modified date GMT: 2022-12-19 13:58:28