Microsoft Dynamics 365 Customer Service Functional Consultant v1.0 (MB-230)

Page:    1 / 19   
Total 280 questions

DRAG DROP
-

Your company uses Dynamics 365 Customer Service.

The company wants to send a customer survey to each customer when a case is closed. The survey must include the following:

• An area with a list of questions that rate the answers as poor, average, or great.
• A question that rates whether the customer would recommend your company to others.

The company wants to exclude symbols from any of the question types.

You need to configure the question types.

Which question type should you use? To answer, drag the appropriate question type to the correct requirement. Each question 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.



Answer :

A company implements Dynamics 365 Customer Voice.

When the company deploys an application at the end of a project, users are unable to distribute surveys.

You need to assign users to the appropriate role so they can distribute the survey. You must adhere to the principle of least privilege.

To which role should you assign the users?

  • A. Omnichannel supervisor
  • B. Scheduler
  • C. Productivity tools user
  • D. Survey sender


Answer : D

You implement Dynamics 365 Customer Service for a company. Support representatives use the Customer Service workspace.

Support representatives must begin working on existing cases in their queues when they open the workspace.

Which screen should the representatives use to perform this task?

  • A. Customer service multiple customer sessions
  • B. Customer Service Agent Dashboard
  • C. Power Bl dashboard
  • D. Next available case record


Answer : B

DRAG DROP
-

You are a functional consultant for a Dynamics 365 Customer Service organization.

You must add the knowledge base search control to the Case entity main form and the Phone call main form.

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 :

You are creating an external-facing portal that uses capabilities of Dynamics 365 Customer Service.

When a case is closed, customers must receive an email that provides the ability to visit the knowledge base associated with the case.

You need to configure the system.

Which two options should you configure? Each correct answer presents part of a solution.

NOTE: Each correct selection is worth one point.

  • A. In Dynamics 365 Customer Service, enter the portal URL that will be used to create external (public facing) portal links for knowledge articles in the Knowledge Solution field.
  • B. In Dynamics 365 Customer Service, under Knowledge Source, in the Knowledge Solution field, enable sharing the knowledge article as a link in the email sent to the customer.
  • C. In the Knowledge Articles Feedback section, set Enable users to provide feedback on knowledge articles from search control to Yes.
  • D. In Dynamics 365 Customer Service, ensure that the representative closing the case attaches the knowledge article to the record.


Answer : AB

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?

  • A. Create a new template with the dates and terms. Activate the template.
  • B. Delete the old entitlement. Create a new entitlement template.
  • C. Add the new end date to the current entitlement and set new terms. Activate the entitlement.
  • D. Make a copy of the old entitlement. Activate the copy.
  • E. In the old entitlement, zero out the remaining terms and the total terms. Activate the entitlement.


Answer : C

You are using Dynamics 365 for Customer Service.
You need to automate the process of adding cases to a queue.
What should you do?

  • A. Use routing rules
  • B. Use the convert activities functionality with cases
  • C. Use the add to queue button on a case
  • D. Use the Assign button on a case


Answer : A

You are a Dynamics 365 for Customer Service administrator.
Your company provides standard support contracts for a total of 20 hours of email support. All 20 hours are for email support only. Phone support 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 up an entitlement record for each account. Set the value of the Total terms field for an entitlement to 20. Do not configure an entitlement channel.
  • B. Set the value of the Total terms field for an entitlement to 20. Set the value of the entitlement channel option to Email.
  • C. Set up an entitlement record for each account. Set the value of the Total terms field for an entitlement to 20. Set the entitlement channel option to Web. Set the value of the Total terms field 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 0. Add the Phone option. Set the value of the Total Terms field to 10.


Answer : D

You are using Dynamics 365 for Customer Service.
You need to create the entitlements for your customers.
What should you do?

  • A. Create queues for each channel.
  • B. Create an entity for each channel and configure the relationship with the entitlement.
  • C. Configure entitlement channels.
  • D. Configure routing rules.


Answer : C

DRAG DROP -
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.
Select and Place:



Answer :

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/add-timer-forms-track-time-against-enhanced-sla

You are a customer service manager for a company using Dynamics 365 for Customer Service.
You need to set up queues to manage support. You assign a team to each queue.
What type of queue should you configure?

  • A. Personal
  • B. Private
  • C. Business unit
  • D. Public


Answer : B

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queues-manage-activities-cases

DRAG DROP -
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:



Answer :

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queues-manage-activities-cases

HOTSPOT -
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.
Hot Area:



Answer :

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

HOTSPOT -
You are a Dynamics 365 for Customer Service administrator.
You need to categorize activities and cases by using queues.
How should you categorize each record? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:



Answer :

A company has the following business units:
✑ Call center
✑ Customer service
✑ Digital response
✑ Escalation
The 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?

  • A. Customer service manager
  • B. Scheduler
  • C. Customer service representative
  • D. System customizer


Answer : A

Page:    1 / 19   
Total 280 questions