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Using real MB-230 exam dumps practice test:

QUESTION 1

A customer service organization plans to implement knowledge management for a custom entity named Root Cause
Analysis. Users must be able to search, link, and rate knowledge articles. Users must be provided with suggested knowledge articles.

You need to configure Dynamics 365 for Customer Service.
Which three actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. Navigate to the Knowledge Base Management Settings wizard. Then, navigate to Record types and select Root
Cause Analysis.
B. Add a lookup to the article entity.
C. In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a
knowledge base search control.
D. In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a
subgrid for knowledge articles.
E. In Solution Explorer, select the Root Cause Analysis entity and then select Knowledge management.

Correct Answer: ACE

QUESTION 2

You manage Dynamics 365 for Customer Service.
You need to configure automatic case creation for emails received by customers who have a support contract.
What should you do?

A. Configure service level agreements to be on hold until a call can be made to the customer.
B. Create an automatic record creation and update rule. Set the source type to email. Configure the rule to send
automatic email responses to customers when records are created.
C. Create an automatic record creation and update rule. Set the source type to service activity. Configure the rule to
send automatic email responses to customers when records are created.
D. Create an automatic record creation and update rule. Set the source type to email. If a valid entitlement exists,
configure the rule to create a case.

Correct Answer: D

QUESTION 3

A company implements Dynamics 365 for Customer Service. You are assigned a case.

You accidently close the case before completing your work.
You need to ensure that you can continue to work on the case
What should you do?

A. Reassign the case
B. Reactivate the case
C. Clone the case
D. Change the status reason to In Progress

Correct Answer: B

QUESTION 4

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. Validate 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.

B. On the case entity, update the Parent case-Child case 1:N relationship field mapping to include the fields. Create a
business rule on the case entity to prevent the parent from closing if it has one or more open child cases.
C. Create a business rule.

D. Validate that customer and case title fields have not been removed as fields that child cases inherit from the 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.

Correct Answer: A

Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases

QUESTION 5

You are a Dynamics 365 for Customer Service administrator.
Your company requires a new phone-to-case business process flow for customer service representatives to follow.
The stages are as follows:

Verification

Acknowledgement and research

Resolution

Customer service representatives must send an email to the customer when a case enters the acknowledgement-andresearch stage.

You need to create the required business process flow and components.

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.
Select and Place:

Correct Answer:

References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/create-business-processflow https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/workflow-processes\

QUESTION 6

You are employed as an administrator for your company\\’s Dynamics 365 for Customer Service implementation.
You are preparing to merge duplicate cases.
Which of the following is TRUE with regards to the state of the case and the status after these duplicate cases have
been merged?

A. The state of the case will change to Resolved and the state will change to Canceled.
B. The state of the case will change to Merged and the state will change to Merged.
C. The state of the case will change to Deleted and the state will change to Resolved.
D. The state of the case will change to Canceled and the state will change to Merged.

Correct Answer: D

Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-mergecases

QUESTION 7

You 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.
Hot Area:

Correct Answer:

QUESTION 8

You are a Dynamics 365 Customer Service administrator.
You are configuring a case dashboard.
You need to filter the dashboard to show only escalated cases and cases that are marked as Request.
Which filter should you use?

A. Timeframe
B. Priority
C. Global
D. Visual

Correct Answer: C

Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guidedashboard

QUESTION 9

You are using Dynamics 365 for Customer Service. You have existing routing rules.
You need to create a routing rule for cases and bulk-import cases.
Which actions should you perform? To answer, select the appropriate action in the dialog box in the answer area.
NOTE: Each correct selection is worth one point.

QUESTION 10

A company uses Dynamics 365 for Customer Service. A case in the queue is routed to you.
You will be going on a vacation.
You need to assign the case to someone else.
What should you do?

A. Release the case.
B. Route the case to another queue.
C. Share the case.
D. Escalate the case

Correct Answer: A

QUESTION 11

You need to consider the underlined segment to establish whether it is accurate.
Routing rules must be used to automate the process of adding cases to a queue.

A. No adjustment required.
B. Business rules
C. Business process flow
D. Similarity rules

Correct Answer: A

QUESTION 12

You are a Dynamics 365 for Customer Service administrator.
You need to implement queues to manage cases.

Which queue types should you use? To answer, drag the appropriate queue types to the correct scenarios. Each queue
type 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.

NOTE: Each correct selection is worth one point.
Select and Place:

References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queuesmanage-activities-cases

QUESTION 13

You are responsible for creating surveys via Voice of the Customer (VoC).
You want to make sure that clients who currently receive surveys are able to unsubscribe when they no longer want to
receive them.

You set the Allow unsubscribe setting to Yes.
Does the action achieve your objective?

A. Yes, it does
B. No, it does not

Correct Answer: A

Reference: https://www.inogic.com/blog/2018/02/exploring-the-unsubscribe-survey-option-in-voice-of-customer-indynamics-365-crm/

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