Free Microsoft MB-230 Exam Questions

Become Microsoft Certified with updated MB-230 exam questions and correct answers

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Total 377 Questions | Updated On: Nov 11, 2024

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Question 1

What should managers use to perform weekly reviews with case representatives?

A : er 1 dashboard

B : ent Insights

C : nnected Customer Service dashboard

D : tomer Service Performance dashboard

Answer: B

Question 2

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 : u should create a new case based on the one that was accidentally closed.

B : u should reactivate the closed case.

C : u should reallocate the closed case

D : u should create a new case and merge it with the closed case.

Answer: B

Question 3

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?

A : t the closure preference setting to Don’t allow parent case closure until all child cases are closed.

B : the case entity, update the Parent case-Child case 1:N relationship field mapping to include all the required fields that should map from the parent case.

C : lidate 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. The closure preference setting does not need to be changed. This is default behavior.

D : lidate 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.

Answer: D

Question 4

A company implements Customer Service

You enable Customer Service historical analytics.

You need to identify which Feature is enabled automatically when Customer Service historical analytics is enabled.

Which feature should you identify?

A : Real-time customer sentiment

B : Forecasting

C : AI topic clustering

D : AI suggestions

Answer: D

Question 5

You need to consider the underlined segment to establish whether it is accurate.

A customer service manager requires the Append access level to add new entitlement templates for customer

service representatives.

A : adjustment required.

B : ganization

C : iness unit

D : move

Answer: B

Page: 1 / 76

Total 377 Questions | Updated On: Nov 11, 2024

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