2022 Correct Practice Tests of MB-230 Dumps with Practice Exam [Q12-Q26]

admin MB-230 Microsoft July 31, 2022

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2022 Correct Practice Tests of MB-230 Dumps with Practice Exam

Certification Sample Questions of MB-230 Dumps With 100% Exam Passing Guarantee

Microsoft MB-230 Practice Test Questions, Microsoft MB-230 Exam Practice Test Questions

The candidates for the MB-230: Microsoft Dynamics 365 Customer Service exam are looking to obtain the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. These individuals possess competence in implementing omnichannel solutions focusing on quality, efficiency, service, reliability, and customer satisfaction. The applicants should have expertise in designing and implementing service management reports and visualizations offered by and in collaboration with the Solution Architects.

MB-230 Structure

The cost of such an exam is $165 based on the country, where the exam is proctored.
It is delivered in English.
The format of the questions can be multiple-choice, drag and drop, build lists, active screen, etc.
Candidates can take 180 minutes to complete the final exam.
The number of questions ranges from 40 to 60.

NEW QUESTION 12
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.

Add an Unsubscribe check box after each question.

Set the Allow unsubscribe setting to Yes.

Give users the option to unsubscribe from different features of the survey.

Configure the survey to display when Dynamics 365 customers receive email and enable the Unsubscribe option.

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey#add-the-unsubscribe-option-to-a-survey

NEW QUESTION 13
You plan to deploy Unified Service Desk (USD).
You need to install all USD components and verify the installation.
Which three actions should you perform? Each correct answer presents part of the solution.

Deploy USD packages to the Microsoft Dynamics 365 instance.

Install the USD client on a development computer.

Run the USD client and connect to the Microsoft Dynamics 365.

In the USD application, configure client diagnostic logging.

Install computer telephony integration (CTI) adapters.

NEW QUESTION 14
Customer service representatives are not able to manually add service-level agreements (SLAs) to a record.
You need to enable on-demand SLAs.
What should you do?

Configure the scope of the workflow

Publish the on-demand SLA

Activate the SLA

Request an administrator to add the SLA field to the entity form

Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service- level-agreements

NEW QUESTION 15
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.

Copy the portal web link and paste it into your website.

Copy the URL from the Anonymous link field and paste it into your website.

On the Voice of the Customer survey, select Run in iFrame.

Copy the HTML code from the iFrame URL field and paste it on your website.

Section: Topic 4, Configure Voice of the Customer
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/distribute-survey

NEW QUESTION 16
You create a queue and assign it to a team. Which type of queue is created?

Personal

System

Escalation

Shared

NEW QUESTION 17
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd.
You need to automatically create cases from emails sent to the [email protected] email address.
Solution: Create an automatic record creation and update rule. Set the Source type to Email, and then select the queue. Configure conditions for record creation.
Does the solution meet the goal?

Yes

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/automatically-create-case-from-email

NEW QUESTION 18
Which three actions can you perform by using editable grids? Each correct answer presents a complete solution.

Update a lookup fie4d to a custom entity.

Edit records by using mobile clients.

Group records by a specific column.

Update a Customer Type lookup field.

Update the value of an Owner lookup field.

NEW QUESTION 19
You are configuring a Dynamics 365 for Customer Service instance.
Customer service manager cannot create new entitlements for customer service representatives.
You need to ensure that customer service managers can add new entitlement templates and knowledge base records for customer service representatives.
Which access levels should you apply? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

NEW QUESTION 20
You install Microsoft Dynamics 365.
Which three knowledge base article templates are available? Each correct answer presents a complete solution.

Solution to a Problem

Standard KB Article

Case Escalation

Coverage Dates

Procedure

NEW QUESTION 21
Hotspot Question
You are a Dynamics 365 for Customer Service administrator.
Members of the customer support staff must not be available on public holidays in the year 2021.
You need to configure holiday schedules.
Which actions should you perform? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up- holiday-schedule

NEW QUESTION 22
You need to build a personal dashboard that displays the following charts and views:
Charts:
Number of cases by owner and priority
Products with most cases opened
Views:
Display the number of cases opened in a seven-day period
Display the number of escalated cases
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 the charts and views necessary to see the data requested.
2 – Open Dashboards and select New.
3 – Create a two-column regular dashboard.
4 – Select the graph icon to insert the charts and views needed in the sections of the dashboard.
Reference:
https://docs.microsoft.com/en-us/powerapps/user/track-your-progress-with-dashboard-and-charts

NEW QUESTION 23
You 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.

NEW QUESTION 24
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.

Explanation

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/add-timer-forms-tracktim

NEW QUESTION 25
You 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.

Explanation

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey

NEW QUESTION 26
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.

Run the summary report. Export the report to Microsoft Excel. Send the Excel file to the users.

Run the survey summary report. Send a link to the report from within Dynamics 365.

Create a dashboard of the survey summary reports and share the dashboards with the users.

Create a view with the data, and then email a link.

Run the survey summary report. Print the report to a PDF file. Send the PDF file to the users.

Section: Topic 4, Configure Voice of the Customer

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