This page was exported from Free Exams Dumps Materials [ http://exams.dumpsmaterials.com ] Export date:Thu Apr 3 18:54:57 2025 / +0000 GMT ___________________________________________________ Title: Instant Download Microsoft MB-230 Free Updated Test Dumps [Q60-Q83] --------------------------------------------------- Instant Download Microsoft: MB-230 Free Updated Test Dumps Valid MB-230 FREE EXAM DUMPS QUESTIONS & ANSWERS Introduction to MB-230: Microsoft Dynamics 365 Customer Service Exam Microsoft MB-230 Exam is a certification exam that is conducted by Microsoft to validates candidate knowledge and skills of Managing cases and knowledge base . Candidate are in charge of designing and implementing service management visualizations and reports provided by and in collaboration with the Solution Architect. This exam checks competency level on topics such as implementation and upgradation Power platform components,managing entitlements and SLA's . After passing this exam, candidates get a certificate from Microsoft that helps them to demonstrate their proficiency in Dynamics 365 Customer Service to their clients and employers. Microsoft Customer Service Exam Certification Details: Exam Price$165 (USD)Exam CodeMB-230Duration120 minsBooks / TrainingMB-230T01-A: Microsoft Dynamics 365 Customer Service Jobs and Annual Income With such a certificate, you will be able to take industry study roles that will utilize your skills and knowledge of Microsoft Dynamics Let's have a look at the Payscale.com analysis of the possible career prospects for you: Sales Operations Analyst – such a specialist focuses on helping the company to drive sales growth through the identification of areas for expansion and improvement. They implement various techniques such as accounting, coordinating sales, and marketing teams to come up with solutions to specific business problems. In most cases, these individuals work in a very high-intensity setup, where they multitask the resources to give solutions to multiple problems. Basically, these are the main tasks performed by Sales Operations Analysts:Assisting sales teams with resources and techniques such as policy execution, data analysis as well as negotiating with managers.Giving ad hoc analysis in order to understand the distributor, quotas, and competitor impact.Cooperating with teams in channeling information to the relevant users of the system.Integrating, compiling, analyzing, and evaluating data on the performance metrics and trends of the products.The Payscale research shows that the estimated salary of Sales Operations Analysts is $61,940 annually.Senior Programmer Analyst – s/he must have years of experience in coding using various programming languages and must have graduated with a degree from a university in computer science or any related field. Their everyday duty is to oversee a group of programmers who take part in the development and installation of computer systems that support Dynamic 365. In fact, the main role of a Programmer Analyst is to ensure that there is an effective development and maintenance of the software and database applications. The basic salary associated with this job role is about $90k in one year.Information Technology (IT) Consultant – these are individuals who work for a variety of organizations. Their main role is to advise the use of technology to meet both the customer or business objectives effectively and effectively. They must also have the skills to analyze and solve several IT problems such as server and desktop issues. One of the key practices as an IT Consultant is to keep yourself updated on the software and hardware updates taking place in the industry. The average basic salary that a specialist can earn is almost $79k per year.   QUESTION 60Note: 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 support@contoso.com email address.Solution: Create an automatic record creation and update rule. Set the Source type to Email, and then select the queue. Configure autoresponse settings.Does the solution meet the goal?  Yes  No References:https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/automatically-createcase-from-emailQUESTION 61You create a service level agreement (SLA) that wilt fail after seven days.You select a service calendar that uses 24-hour work days and no holidays.Saturday and Sunday are configured to be non-working days.If no action is taken, how many calendar days can pass before the SLA fails?  5 days  7 days  9 days  11 days QUESTION 62You need to ensure that claim disputes conform to the defined case life cycle.What should you configure?  Related cases  Case Relationships  Timeline  Status Reason Transition  Subject QUESTION 63You 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?  Set the agreement status to Active.  Set the work order duration.  Add the Customer Service Representative role to User1.  In System Settings, set the Fiscal Year End. QUESTION 64You 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. QUESTION 65Note: 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 implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2.You need to set up the queues to meet the following requirements:Users must have their own queues that no one else can access.Users must not be able to view each other’s queue.Users must be able to work from the support queue.Solution:Set up each user queue to be public.Set up level1 and level2 queues to be public and add applicable members.Set up the support queue to be public.Does the solution meet the goal?  Yes  No Reference:https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-casesQUESTION 66You 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?  Add the product to the account  Add the products to the case  Add the products to the customer’s entitlement  Add the products to the customer QUESTION 67You 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. Explanation/Reference:References:https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design- advanced-survey#add-the-unsubscribe-option-to-a-surveyQUESTION 68A company implements Dynamics 365 for Customer Service.Which status reason is used for each casestatus? To answer, select the appropriate option in the answer area.NOTE:Each correct selection is worth one point. QUESTION 69You plan to create an entitlement template.You need to identify which types of records can be associated to the template.What are the possible record types that you can associate to the template? Each correct answer presents a complete solution.  contacts  service level agreement (SLA)  account  products QUESTION 70A company uses Dynamics 365 Customer Service.You are configuring the advanced similarity rules. You create a similarity rule on cases and put an exact match for the Modified On field in the Match Fields tab.You test the rule and discover that exact matches do not appear.You need to determine why the rule is not working.What are two possible reasons why the rule is not working? Each correct answer presents a complete solution.NOTE: Each correct selection is worth one point.  A Power Automate flow was not created.  The similarity rule is deactivated.  The security role is not set to run the similarity rule.  The similarity rule was not published.  The Modified On field is not set to searchable in the customization of the case entity in the solution. https://docs.microsoft.com/en-us/dynamics365/customer-service/suggest-similar-cases-for-a- caseQUESTION 71You manage a Microsoft Dynamics 365 deployment for Contoso, Ltd.You need to provide users the URL to their Microsoft Dynamics 365 Online interactive service hub.What is the URL format for the Microsoft Dynamics 365 Online interactive service hub?  hnps://www.microsoht.com/en-US/crynamics/crm-custo-customer-center/interactive- service-hub- user-s-guide.aspx#bkmk_Access  https://contoso.crm.dynamics.com/XRMServices/2011/Discovery.svc  https://contoso.crm.dynamics,com/engagementhub.aspx  https://contoso.crm.dynamics.com/main.aspx QUESTION 72You 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. ExplanationReferences:https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurveyQUESTION 73A 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?  Reassign the case  Reactivate the case  Clone the case  Change the status reason to In Progress Section: Topic 2, Manage cases and the knowledge baseQUESTION 74You are using Dynamics 365 for Customer Service.You need to automate the process of adding cases to a queue.What should you do?  Use routing rules  Use the convert activities functionality with cases  Use the add to queue button on a case  Use the Assign button on a case Section: Topic 3, Manage queues, entitlements, and SLAsQUESTION 75Note: 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 implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2.You need to set up the queues to meet the following requirements:Users must have their own queues that no one else can access.Users must not be able to view each other’s queue.Users must be able to work from the support queue.Solution:Set up each user queue to be private.Set up level1 and level2 queues to be public and add applicable members.Set up the support queue to be private.Does the solution meet the goal?  Yes  No Reference:https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-casesQUESTION 76You are using Dynamics 365 for Customer Service.You need to create the entitlements for your customers.What should you do?  Create queues for each channel.  Create an entity for each channel and configure the relationship with the entitlement.  Configure entitlement channels.  Configure routing rules. QUESTION 77You are configuring a single business process flow in Dynamics 365 for Customer Service.You need to design the business process flow.What should you do?  Merge peer branches to a single stage when merging branches.  Span the process across 10 unique entities.  Combine multiple conditions in a rule by using both the AND and OR operators.  Use 40 steps per stage. Explanation/Reference:References:https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/enhance-business- process-flows-branchingQUESTION 78You 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. ExplanationReferences:https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queuesmanage-acQUESTION 79You are a Dynamics 365 forCustomer 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* ResolutionCustomer service representatives must send an email to the customer when a case enters the acknowledgement-and-research 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. ExplanationReferences:https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/create-business-process-flowhttps://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/workflow-processesQUESTION 80You 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. References:https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-holidayscheduleQUESTION 81A company has the following business units:* Call center* Customer service* Digital response* EscalationThe security roles have not been modified. The customer service business unit is the parent of all other business units. Each business unit has its own queues. Customer service cases are routed to the appropriate individuals by using the queues.You need to ensure that a specific user within the customer service business unit can read all queues within the parent and child business units.Which security role should you assign to the user?  Customer service manager  Scheduler  Customer service representative  System customizer Section: Topic 1, Perform ConfigurationQUESTION 82You 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 worthone point. QUESTION 83You 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.  A customer’s entitlement has ended and no more support is desired.  A customer renews an entitlement for 100 more hours or one year.  A customer calls and wants to know how many hours of support remain.  The customer must change remaining support hours from all email support to one-half email support and one-half phone support.  You need to add notes to the customer’s entitlement. Section: Topic 3, Manage queues, entitlements, and SLAs Loading … Free MB-230 Exam Braindumps Microsoft  Pratice Exam: https://www.dumpsmaterials.com/MB-230-real-torrent.html --------------------------------------------------- Images: https://exams.dumpsmaterials.com/wp-content/plugins/watu/loading.gif https://exams.dumpsmaterials.com/wp-content/plugins/watu/loading.gif --------------------------------------------------- --------------------------------------------------- Post date: 2022-08-06 11:29:51 Post date GMT: 2022-08-06 11:29:51 Post modified date: 2022-08-06 11:29:51 Post modified date GMT: 2022-08-06 11:29:51