Nov-2021 Microsoft MB-230 Certification Real 2021 Mock Exam
MB-230 Exam Questions and Valid PMP Dumps PDF
NEW QUESTION 10
A customer has three cases in process and two cases for the current calendar year.
You need to determine how many cases the customer has left on their entitlement.
How many cases are left?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: C
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-termscustome
NEW QUESTION 11
Drag and Drop Question
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.
Answer:
Explanation:
Explanation:
https://docs.microsoft.com/en-us/powerapps/user/track-your-progress-with-dashboard-and-charts
NEW QUESTION 12
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 configuring a business process flow for a case entity.
All cases must be flagged for review.
You need to complete configuration of the business process flow.
Solution: Create an action that generates a task record that is assigned to the case reviewer and appends the text Ready for review to the case topic.
Does the solution meet the goal?
- A. No
- B. Yes
Answer: B
Explanation:
https://docs.microsoft.com/en-us/business-applications-release-notes/april18/microsoft-flow/add- action-business-process-flow
NEW QUESTION 13
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 14
You send surveys to customers who have opened cases within the past month.
Youneed 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. Create a dashboard of the survey summary reports and share the dashboardswith the users.
- B. Runthe summary report. Export the report to Microsoft Excel. Send the Excel file to the users.
- C. Run the survey summary report. Print the report to a PDF file. Send the PDF file to the users.
- D. Create a view with the data, and then email a link.
- E. Run the survey summary report. Send a link to the report from within Dynamics 365.
Answer: B,C
NEW QUESTION 15
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 16
You need to configure each escalation scenario.
Which configuration should you use for each scenario? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent
NEW QUESTION 17
You are a Dynamics 365 for Customer Service administrator.
Your company provides standard support contracts for 20 hours of email support. Phone is offered as a premium service in allotments of 10 incidents.
You need to set up an entitlement template for the standard support.
What should you configure?
- A. Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to Email. Set the value of the Total terms field to 20. - B. Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to Email. Set the value of the Total terms field to 0.
Add the Phone option.
Set the value of the Total Terms field to 10. - C. Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to Phone.
Set the value of the Total terms value to 20. - D. Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to Email.
Set the value of the Total terms field to 10.
Add the Phone option. Set the value of the Total Terms field to 10.
Answer: D
Explanation:
Section: Topic 3, Manage queues, entitlements, and SLAs
NEW QUESTION 18
You are a customer service manager using Dynamics 365 for Customer Service.
You need to restrict support to the products that a customer has purchased.
What should you do?
- A. Add the products to the case
- B. Add the products to the customer's entitlement
- C. Add the products to the customer
- D. Add the product to the account
Answer: B
NEW QUESTION 19
You need to create and configure objects to support the requirements.
How should you configure the system? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 20
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.
Answer:
Explanation:
NEW QUESTION 21
You are a Dynamics 365 forCustomer 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 theanswer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-holidayschedule
NEW QUESTION 22
You need to ensure that claim disputes conform to the defined case life cycle.
What should you configure?
- A. Status Reason Transition
- B. Case Relationships
- C. Subject
- D. Timeline
- E. Related cases
Answer: A
NEW QUESTION 23
Hotspot Question
You are a Dynamics 365 Customer Service administrator.
You must track issues submitted by customers.
You need to configure case settings for the Service Management module.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 24
You are an Omnichannel supervisor for a company.
The company wants to deploy an Omnichannel Insights dashboard.
You need to set up and monitor KPIs.
In which section is each KPI located? To answer, drag the appropriate sections to the correct KPIs. Each section may be used once, more than once, of 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:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-insights-dashboard
NEW QUESTION 25
You 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?
- A. Add the Customer Service Representative role to User1.
- B. In System Settings, set the Fiscal Year End.
- C. Set the agreement status to Active.
- D. Set the work order duration.
Answer: B
NEW QUESTION 26
You manage Dynamics 365 for Customer Service.
You need to create a list of holidays and ensure that existing service-level agreements (SLAs) observe those holidays.
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:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/create-customerservice-s
NEW QUESTION 27
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 28
You need to ensure that customers cannot open more cases than they are allowed.
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.
Answer:
Explanation:
1 - Creat new entitlement in Service Management.
2 - Add the start date and end date.
3 - Save the entitiement and then add the entitlement channel.
4 - Add the entitlement channel as phone with 25 as the total term.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.
To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.
At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.
To start the case study
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.
Background
Lamna Healthcare Company provides health care services to communities across the region. The company provides telehealth services only and does not offer in-person appointments. The company has staff that speak English and Spanish.
The company is open from 8 AM to midnight Monday through Friday to provide services. Patients can make appointments by calling or using the internet. All appointments are conducted by phone or by using a computer.
NEW QUESTION 29
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The Microsoft MB-230 validation is an associate-level exam, which aims at equipping the candidates with the knowledge and skills required to implement omnichannel solutions for the purposes of reliability, quality, efficiency, service, and customer satisfaction. It is an ideal exam for candidates who have a passion for the implementation and design of service management reports and visualizations.
MB-230 Question Bank: Free PDF Download Recently Updated Questions: https://www.pass4surecert.com/Microsoft/MB-230-practice-exam-dumps.html
MB-230 Brain Dump: A Study Guide with Tips & Tricks for passing Exam: https://drive.google.com/open?id=1NP9zqNqJWbhob21VG0REwRFgmFCK5P3B