MB-230 Exam Questions Get Updated [2021] with Correct Answers
Practice MB-230 Questions With Certification guide Q&A from Training Expert BraindumpQuiz
NEW QUESTION 70
What are the states a knowledge base article can be in?
- A. Approved, Cancelled. Draft Expired. On Hold, or Scheduled
- B. Active or Inactive
- C. Approved, Archived, Discarded, Draft. Expired, or Scheduled
- D. Active. Approved, Draft, Inactive, or Scheduled
Answer: C
Explanation:
NEW QUESTION 71
You are a customer service representative working with cases in Dynamics 365 for Customer Service.
You need to manage multiple lists of cases.
Which actions should you perform? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 72
You are customizing a Dynamics 365 for Customer Service implementation.
The call center manager requires a visual representation that includes the number of resolved cases by month for each call center agent. The chart must be visible to all users within the service area.
You need to create the chart.
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.
Answer:
Explanation:
NEW QUESTION 73
You are creating surveys for Voice of the Customer (VoC).
You need to configure VoC to ensure that recipients can unsubscribe to surveys.
Which two survey features should you use? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
- A. Add an Unsubscribe check box after each question.
- B. Give users the option to unsubscribe from different features of the survey.
- C. Configure the survey to display when Dynamics 365 customers receive email and enable the Unsubscribe option.
- D. Set the Allow unsubscribe setting to Yes.
Answer: C,D
Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey#add-the-unsubscribe-option-to-a-survey
NEW QUESTION 74
You are a Dynamics 365 for Customer Service administrator.
You must track time against enhanced service-level agreements (SLAs).
You need to add a timer.
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.
Answer:
Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/add-timer-forms-tracktim
NEW QUESTION 75
You are a Dynamics 365 Customer Service administrator. You are creating a customer service schedule.
You need to ensure that the schedule shows the correct time zone for available customer service hours.
What should you do?
- A. Set the time zone in Dynamics 365 personal options.
- B. Set the time zone to GMT (Coordinated Universal Time) to enable conversion when you sign in.
- C. Set the time zone in each customized schedule.
- D. Allow the system to automatically convert to each user's time zone when a user signs in.
Answer: C
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-customer-service- schedule-define-work-hours
NEW QUESTION 76
A customer uses Dynamics 365 for Customer Service.
Customer service representatives must be able to create knowledge base articles.
You need to ensure that all knowledge base articles are submitted for review and approval before they are made available to use.
Which four actions must beperformed in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hubuse
NEW QUESTION 77
A company has the following business units:
* Call center
* Customer service
* Digital response
* Escalation
The security roles have not been modified. The customer service business unit is the parent of all other business units. Each business unit has its own queues. Customer service cases are routed to the appropriate individuals by using the queues.
You need to ensure that a specific user within the customer service business unit can read all queues within the parent and child business units.
Which security role should you assign to the user?
- A. Customer service representative
- B. Scheduler
- C. Customer service manager
- D. System customizer
Answer: C
NEW QUESTION 78
You are using Dynamics 365 for Customer Service.
You need to automate the process of adding cases to a queue.
What should you do?
- A. Use the convert activities functionality with cases
- B. Use routing rules
- C. Use the add to queue button on a case
- D. Use the Assign button on a case
Answer: B
NEW QUESTION 79
You need to configure the system to store answers about claims.
Which four actions should you perform in sequence? To answer, move all actions from the list to the answer area and arrange them in the correct order.
Answer:
Explanation:
1 - Creat an article.
2 - Make for review
3 - Approve the article.
4 - Publish the article.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledge-article
NEW QUESTION 80
You have a Microsoft Dynamics 365 environment.
You implement Field Service.
You need to check the work order instructions in the Field Service mobile app.
Which tab on the work order contains instructions?
- A. Booking
- B. Incidents
- C. Other
- D. Info
Answer: B
NEW QUESTION 81
You send surveys to customers who have opened cases within the past month.
You need to send a summary of the survey results to individuals who do not have a Dynamics 365 license.
What are two possible ways to achieve the goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
- A. Run the summary report. Export the report to Microsoft Excel. Send the Excel file to the users.
- B. Run the survey summary report. Send a link to the report from within Dynamics 365.
- C. Create a dashboard of the survey summary reports and share the dashboards with the users.
- D. Create a view with the data, and then email a link.
- E. Run the survey summary report. Print the report to a PDF file. Send the PDF file to the users.
Answer: A,E
Explanation:
Section: Topic 4, Configure Voice of the Customer
NEW QUESTION 82
You are a Dynamics 365 system administrator.
Your customer service team must define goal metrics to track and measure all resolved cases.
You need to create a goal metric with a rollup field.
In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/sales-enterprise/create-edit-goal-metric
NEW QUESTION 83
You have access to the desktop version of Microsoft Excel and Excel Online.
You need to perform a bulk update of data for 225 contacts.
What are two ways to achieve the goal? Each correct answer presents a complete solution.
- A. Export the data as a static worksheet, make updates, and then import the data back into Microsoft Dynamics 365.
- B. Open the data in Excel Online, make updates, and then save changes to Microsoft Dynamics
365. - C. Export data as a dynamic pivot table, make updates, and then save changes to Microsoft Dynamics 365.
- D. Export the data as a static worksheet make updates, and then save changes to Microsoft Dynamics 365.
Answer: A,B
NEW QUESTION 84
Which three actions can you perform by using editable grids? Each correct answer presents a complete solution.
- A. Group records by a specific column.
- B. Edit records by using mobile clients.
- C. Update the value of an Owner lookup field.
- D. Update a lookup fie4d to a custom entity.
- E. Update a Customer Type lookup field.
Answer: A,B,D
NEW QUESTION 85
You are a Dynamics 365 for Customer Service system administrator.
You need to create service-level agreements (SLAs) to meet company requirements.
What SLA types should you use? To answer, drag the appropriate SLA types to the correct requirements. Each SLA type may be usedonce, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-levelagree
NEW QUESTION 86
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer.
You need to create a customer service satisfaction survey and embed it on a website.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
- A. Copy the portal web link and paste it into your website.
- B. Copy the URL from the Anonymous link field and paste it into your website.
- C. On the Voice of the Customer survey, select Run in iFrame.
- D. Copy the HTML code from the iFrame URL field and paste it on your website.
Answer: C,D
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of- customer/distribute-survey
NEW QUESTION 87
You 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.
Answer:
Explanation:
NEW QUESTION 88
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Career Path After Acing Microsoft MB-230 Exam
The Microsoft MB-230 exam leads to the associate-level certification. This certificate is all you need to be successful in your field. After earning it, you will be able to apply for several job roles, which also offer a good salary. To be precise, these are the positions you can pursue after getting certified:
- Dynamics Ax Developer;
- Microsoft Architect;
- Dynamics Ax Solution Architect.
- Microsoft Dynamics Consultant;
- Microsoft Dynamics CRM Architect;
Interestingly, all the above-mentioned job titles are paid between $24,807 and $99,751 per year.
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