Microsoft MB-230 Exam Dumps (V18.02) Online for Preparation: Check MB-230 Free Dumps (Part 3, Q81-Q100) Online Today

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.

2. HOTSPOT

A client plans to implement a case resolution process.

Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

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?

4. HOTSPOT

You use Dynamics 365 for Customer Service.

You need to merge cases.

What is the outcome for the merge process? To answer, select the appropriate configuration in the answer area. NOTE: Each correct selection is worth one point.

5. DRAG DROP

You are a customer service representative using Dynamics 365 Customer Service Hub.

You need to link the knowledge base records that relate to cases and send articles to customers.

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 them correct order.

6. HOTSPOT

You are a Dynamics 365 for Customer Service administrator. You enable full-text, relevance, and category search.

You need to use the knowledge base search control to locate knowledge base articles that contain each of the following words anywhere in an article, regardless of which product an article refers to:

✑ Elevator

✑ Motor

✑ Sizing

How should you configure the search? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

7. HOTSPOT

A company uses Dynamics 365 for Customer Service.

You need to document the case resolution process.

How are each of the cases resolved? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

8. HOTSPOT

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.

9. 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?

10. DRAG DROP

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 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.

11. 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?

12. DRAG DROP

You are a Dynamics 365 for Customer Service administrator. Your company provides support between 9 a.m. and 5 p.m.

You must add a warning to account records when service representatives do not contact an account within eight business hours of the account being verified.

You need to enable service-level agreements (SLAs) for accounts.

In which order should you perform the actions? To answer, move all actions from the list to the answer area and arrange them in the correct order.

13. HOTSPOT

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.

14. You are a Dynamics 365 for Customer Service administrator.

You need to deactivate entitlements.

When should you deactivate entitlements? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

15. 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?

16. You manage a Dynamics 365 for Customer Service environment. You create and activate a routing rule.

You need to modify the routing rule to a target a queue instead of a user. You navigate to routing rule sets.

What should you do first?

17. You manage a Dynamics 365 for Customer Service environment.

The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entitlement.

You need to create the entitlement for the customer.

What should you do?

18. You are using Dynamics 365 for Customer Service.

You need to automate the process of adding cases to a queue.

What should you do?

19. 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?

20. You are using Dynamics 365 for Customer Service.

You need to create the entitlements for your customers.

What should you do?