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MB-230 Dynamics 365 Customer Service > Exam Questions > Flashcards

Exam Questions Flashcards

1
Q

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: Set the input parameter type as Option set for the action.

Does the solution meet the goal?

A. Yes
B. No

A

Correct Answer:

B. No

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2
Q

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: For a new action named “Ready for review”, disable the “As a business process flow action step” option.

Does the solution meet the goal?

A. Yes
B. No

A

Correct Answer:

B. No

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3
Q

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. Yes
B. No

A

Correct Answer:

A. Yes

References: https://docs.microsoft.com/en-us/business-applications-release-notes/april18/microsoft-flow/add-action-business-process-flow

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4
Q

You are a D365 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: Configure Dynamics 365 to automatically send responses to customers when the record is created.

Does the solution meet the goal?

A. Yes
B. No

A

Correct Answer:

B. No

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5
Q

You are a D365 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?

A. Yes
B. No

A

Correct Answer:

A. Yes

References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/automatically-create-case-from-email

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6
Q

You are a D365 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 Service activity, and then select the queue.

Does the solution meet the goal?

A. Yes
B. No

A

Correct Answer:

B. No

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7
Q

You are a D365 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.

Requirement
Create a new schedule

A. Add a holiday
B. Place the SLA on hold

Requirement
Configure schedule settings

A. Activate the schedule
B. Specify an end date

A

Correct Answer:

Create a new schedule
A. Add a holiday

Configure schedule settings
B. Specify an end date

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

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8
Q

You are customizing a D365 for Customer Service implementation.
The call center manager requires a visual representation that includes the number of resolved cases by month for each call center agent. The chart must be visible to all users within the service area.
You need to create the chart.
Which three actions should you perform in sequence?

Actions
A. Create and configure the chart.

B. In the solution, navigate to the Case entity and select Charts.

C. In Case View, create a new chart.

D. Navigate to the Service area, and then select Cases.

E. Navigate to Settings, and then select Solutions. Verify that the case entity is in the solution.

A

Correct Answer:

E. Navigate to Settings, and then select Solutions. Verify that the case entity is in the solution.

B. In the solution, navigate to the Case entity and select Charts.

A. Create and configure the chart.

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9
Q

You manage D365 for Customer Service.
You need to create a list of holidays and ensure that existing SLAs observe those holidays.
Which three actions should you perform in sequence?

Actions
A. Update the SLA and select the customer service schedule.

B. Update the SLA and associate the holiday schedule.

C. Create an entitlement and select the holiday schedule.

D. Update the SLA and associate the entitlement.

E. Create a customer service schedule and select the holiday schedule.

F. Create a holiday schedule and holiday records.

A

Correct Answer:

F. Create a holiday schedule and holiday records.

E. Create a customer service schedule and select the holiday schedule.

A. Update the SLA and select the customer service schedule.

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10
Q

You use D365 for Customer Service.
You need to create business process flows.
Which three entities can you use? Each correct answer presents part of the solution.

A. Goal
B. Case
C. Letter
D. Social activity
E. Rollup queries
A

Correct Answer:

B. Case
C. Letter
D. Social activity

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11
Q

You are a D365 for Customer Service administrator.
You need to categorize activities and cases by using queues.
How should you categorize each record?

  1. Case

A. Products
B. Managed solutions

  1. Activities

A. Services
B. Unmanaged solutions

A

Correct Answer:

Case
–> A. Products

Activities
–> A. Services

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12
Q

You are configuring a single business process flow in D365 for Customer Service.
You need to design the business process flow.
What should you do?

A. Merge peer branches to a single stage when merging branches.

B. Span the process across 10 unique entities.

C. Combine multiple conditions in a rule by using both the AND and OR operators.

D. Use 40 steps per stage.

A

Correct Answer:

A. Merge peer branches to a single stage when merging branches.

References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/enhance-business-process-flows-branching

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13
Q

You are a D365 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:

  1. Verification
  2. Acknowledgement and research
  3. Resolution

Customer 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?

A. Create and activate the case-acknowledgement email workflow as follows: In Available to run, select “Run this workflow” in “the background” and “as a child process”.

B. Create and activate the case-acknowledgement email workflow as follows: In Available to run, select “As an on-demand process”.

C. Create and activate the process flow with each of the stages. Add the case acknowledgement email workflow to the acknowledgement-and-research stage.

D. Create a new BPF record for the case entity.

E. Create and acitivate the process flow with each of the stages. Add the case acknowledgement email workflow as a global workflow. Trigger the workflow for the acknowledgement-and-research stage.

A

Correct Answer:

B. Create and activate the case-acknowledgement email workflow as follows: In Available to run, select “As an on-demand process”.

D. Create a new BPF record for the case entity.

C. Create and activate the process flow with each of the stages. Add the case acknowledgement email workflow to the acknowledgement-and-research stage.

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14
Q

Your organization plans to use Microsoft Power BI to access and analyze data in D365 for Customer Service.
You need to configure a Power BI connection to a D365 organization named Contoso.
Which service URL should you use?

A. https://contoso.crm.dynamics.com

B. https://disco.crm.dynamics.com/xrmservices/2011/discovery.svc

C. https://contoso.api.crm.dynamics.com/xrmservices/2011/organization.svc

D. https://disco.crm.dynamics.com/api/discovery/v9.1

A

Correct Answer:

A. https://contoso.crm.dynamics.com

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15
Q

You are a D365 for Customer Service administrator. The organization has multiple business process flows for warranty management.
You need to manage business process flows.
What should you configure?

Specify the default process flow

A. Order
B. Stage
C. Step

Show actions that must be completed by the cutomer service representative staff.

A. Step
B. Stage

A

Correct Answer:

Specify the default process flow
–> A. Order

Show actions that must be completed by the cutomer service representative staff.
–> B. Stage

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16
Q

You are implementing D365 for Customer Service.
You need to set up available working hours to help desk representatives who have varying schedules.
What should you do?

Set up individual working hours

A. Configure security settings and define hours for each user account
B. Configure service management and all customer service calendars.
C. Configure administration settings and system settings

Set up new weekly schedule and recurring work hours.

A. Configure days off to vary by day
B. Configure a fiscal year schedule
C. Configure individual days off

A

Correct Answer:

Set up individual working hours
–> B. Configure service management and all customer service calendars.

Set up new weekly schedule and recurring work hours.
–> A. Configure days off to vary by day

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17
Q

You are a D365 system administrator.
Your customer service team must define goal metrics to track and measure all resolved cases.
You need to create a goal metric with a rollup field.
In which order should you perform the actions?

A. Create a new rollup field.

B. Define the metric. Enter the metric and amount data types

C. Specify details about the source data that rolls up.

D. Specify the data field that determines the goal period that the records will roll up into.

E. Specify the rollup field to track against goals.

A

Correct Answer:

B. Define the metric. Enter the metric and amount data types

A. Create a new rollup field.

E. Specify the rollup field to track against goals.

C. Specify details about the source data that rolls up.

D. Specify the data field that determines the goal period that the records will roll up into.

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18
Q

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

A

Correct Answer:

A. Customer service manager

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19
Q

You are configuring a D365 for Customer Service instance.
Customer service manager cannot create new entitlements for customer service representatives.
You need to ensure that customer service managers can add new entitlement templates and knowledge base records for customer service representatives.
Which access levels should you apply?

Create entitlement templates.

A. Organization
B. Append

Create knowledgebase records.

A. Append
B. Business Unit

A

Correct Answer:

Create entitlement templates.
–> A. Organization

Create knowledgebase records.
–> B. Business Unit

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20
Q

You are a D365 for Customer Service administrator.
You need to import cases from a file without applying routing rules.
Which three actions should you perform in sequence?

A. Save and import the import file.

B. Add a row named “Route Case” to the import file.

C. Add a column named “Route Case” to the import file.

D. Add the value “Yes” for cases that must not be routed.

E. Add the value “No” for cases that must not be routed.

A

Correct Answer:

C. Add a column named “Route Case” to the import file.

E. Add the value “No” for cases that must not be routed.

A. Save and import the import file.

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21
Q

You are using D365 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?

The existing route rule action that the system automatically involves when the new rule is activated.

A. The routing rule is deleted.
B. The routing rule does not change.
C. The routing rule is deactivated.

Import bulk cases without the routing rule affecting the imported cases.

A. Create a column in a spreadsheet named “RouteCase” and add the value “No” for all records
B. Create a column in a spreadsheet named “RouteCase” and add the value “No routing” for all records
C. Save the spreadsheet as a delimited file for import
D. Manually add each record

A

Correct Answer:

The existing route rule action that the system automatically involves when the new rule is activated.
–> C. The routing rule is deactivated.

Import bulk cases without the routing rule affecting the imported cases.
–> A. Create a column in a spreadsheet named “RouteCase” and add the value “No” for all records

22
Q

A customer uses D365 for Customer Service.
Customer service representatives must be able to create knowledge base articles.
You need to ensure that all knowledge base articles are submitted for review and approval before they are made available to use.
Which four actions must be performed in sequence?

A. Select Associate category
B. Assign the article
C. Publish the article
D. Create an alternate key
E. Approve the article
F. Create a knowledge article
G. Select Create major version
H. Mark the knowledge article for review
A

Correct Answer:

F. Create a knowledge article
H. Mark the knowledge article for review
E. Approve the article
C. Publish the article

23
Q

A company implements D365 for Customer Service.
Which status reason is used for each case status? To answer, select the appropriate option in the answer area.

Case status
Active

Status reason
A. Merged
B. On hold
C. Problem solved

Case status
Resolved

Status reason
A. On hold
B. Waiting for details
C. Information provided

Case status
Canceled

Status reason
A. Merged
B. On hold
C. Researching

A

Correct Answer:

Active
–> B. On hold

Resolved
–> C. Information provided

Canceled
–> A. Merged

24
Q

You are a customer service representative using D365 for Customer Service.
You need to identify and eliminate duplicate cases.
What should you do?

A. Configure D365 AI for Customer Service
B. Use business rules
C. Merge cases
D. Use parent-child case relationships

A

Correct Answer:

C. Merge cases

25
Q

You are a system administrator for D365 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. Set the closure preference setting to “Don’t allow parent case closure until all child cases are closed”.

B. Set the closure preference setting to “Don’t allow parent case closure until all child cases are closed”. In Settings, navigate to Customizations. On the case entity, update the Incident-Incident Resolution case relationship field mapping to include the fields.

C. Create a business rule.

D. Add the product and case type fields as fields that child cases will inherit from the parent case. Set the closure preference setting to “Don’t allow parent case closure until all child cases are closed”.

A

Correct Answer:

D. Add the product and case type fields as fields that child cases will inherit from the parent case. Set the closure preference setting to “Don’t allow parent case closure until all child cases are closed”.

26
Q

You are a customer service representative working with cases in D365 for Customer Service.
You need to manage multiple lists of cases.
Which actions should you perform? To answer, select the appropriate configuration in the answer area.

Case scenario
Create a list of cases that are one month old.

Value
A. Create a system view.
B. Create a personal view

Case scenario
View multiple lists on a single screen.

Value
A. Configure the group by on an editable grid.
B. Create an interactive experience dashboard

A

Correct Answer:

Create a list of cases that are one month old.
–> B. Create a personal view

View multiple lists on a single screen.
–> B. Create an interactive experience dashboard

27
Q

You manage D365 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.

A

Correct Answer:

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.

28
Q

You make a phone call regarding an existing case record.
You need to create a phone call activity that appears on the case record timeline.
Which three actions should you perform in sequence?

Actions
A. Enter a subject
B. Select an existing case record
C. Change the phone call Regarding value to the case contact
D. Select "Add phone call activity"
E. Create a new case record
A

Correct Answer:

B. Select an existing case record
D. Select “Add phone call activity”
A. Enter a subject

29
Q

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 D365 for Customer Service.
Which 3 actions should you perform?

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.

A

Correct Answer:

A. Navigate to the Knowledge Base Management Settings wizard. Then, navigate to Record types and select Root Cause Analysis.

C. In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a knowledge base search control.

E. In Solution Explorer, select the Root Cause Analysis entity and then select Knowledge management.

30
Q

A client plans to implement a case resolution process.
Which field types does the Case Resolution form use?

Resolution Type

A. Option Set
B. Text
C. Calculated

Resolution

A. Option Set
B. Text
C. Calculated

Total time

A. Option Set
B. Text
C. Calculated

Billable time

A. Option Set
B. Whole number
C. Calculated

Remarks

A. Option Set
B. Text
C. Calculated

A

Correct Answer:

Resolution Type
–> A. Option Set

Resolution
–> B. Text

Total time
–> C. Calculated

Billable time
–> A. Option Set

Remarks
–> B. Text

31
Q

A company implements D365 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

A

Correct Answer:

B. Reactivate the case

32
Q

You use D365 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.

Merge object: Duplicate cases

A. Merged and canceled
B. Merged and resolved
C. Merged and deleted

Merge object: Open activities

A. Moved to the merged case
B. Canceled

A

Correct Answer:

Duplicate cases
–> A. Merged and canceled

Open activities
–> A. Moved to the merged case

33
Q

You are a customer service representative using D365 Customer Service Hub.
You need to link the KB records that relate to cases and send articles to customers.
Which 3 actions should you perform in sequence?

A. Open the KB article that answers the problem. Copy & paste the article into the resolution dialog box when closing the case.

B. Open an existing case record.

C. Locate the knowledge base article. Select Link, and then select Email.

D. Type the search terms relating to the case issue in the KB Records tab.

E. Navigate to the KB and assign the article to the case.

F. Email the KB article to the customer. Set the Regarding field on the email to the case.

G. Open the KB article that answers the problem. Copy & paste the KB article into the case notes.

A

Correct Answer:

B. Open an existing case record.

D. Type the search terms relating to the case issue in the KB Records tab.

C. Locate the knowledge base article. Select Link, and then select Email.

34
Q

You are a Dynamics 365 for Customer Service administrator. You enable full-text, relevance, and category search.
You need to use the KB search control to locate KB 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.

Search type

A. Relevance
B. Full text
C. Category

Search syntax

A. Elevator+Motor+Sizing
B. Elevator | Motor | Sizing
C. ElevatorMotorSizing
D. -Elevator -Motor -Sizing

A

Correct Answer:

Search type
–> A. Relevance

Search syntax
–> A. Elevator+Motor+Sizing

References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/basics/relevance-search-results

35
Q

A company uses D365 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

  1. A case has activities owned by other users and is in progress.

A. Case is resolved. Open activities are closed.
B. Case is resolved. Open activities are canceled.
C. Case is not resolved. Open activities must be closed.
D. Case is resolved. Open activities are reassigned to case owner.

  1. Total time for a case is set to 4 hours. Billable time is set to 6 hours.

A. Case is resolved. Entitlement is decremented by 4 hours.
B. Case is resolved. Entitlement is decremented by 6 hours.
C. Case is not resolved. Billable hours cannot be more than the total duration.
D. Case is resolved. Billable hours offset 6 hours. Entitlement is decremented

  1. A parent case has 4 child cases.

A. Open activities for child cases are merged into parent and canceled.
B. Open activities of parent case are marked as completed.
C. Open activities of child cases remain open.
D. Open activities of child cases are canceled.

A

Correct Answer:

A case has activities owned by other users and is in progress.
–> C. Case is not resolved. Open activities must be closed.

Total time for a case is set to 4 hours. Billable time is set to 6 hours.
–> B. Case is resolved. Entitlement is decremented by 6 hours.

A parent case has 4 child cases.
–> D. Open activities of child cases are canceled.

References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hub-user-guide-case-sla

36
Q

You are a D365 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?

Action: Approve

A. Send back for final edits
B. Change to Active status
C. Publish the article

Action: Revert to draft

A. Send back for edits
B. Send to manager

A

Correct Answer:

Approve
–> C. Publish the article

Revert to draft
–> A. Send back for edits

37
Q

A company uses D365 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

A

Correct Answer:

A. Release the case.

38
Q

You are a D365 for Customer Service system administrator.
You need to create SLAs to meet company requirements.
What SLA types should you use?

Requirement
A. Track the status and time of the SLA
B. Add success actions to an SLA

SLA Types

  1. Standard
  2. Enhanced
  3. KPIs
A

Correct Answer:

A. Track the status and time of the SLA
–> 3. KPIs

B. Add success actions to an SLA
–> 2. Enhanced

References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-level-agreements

39
Q

Customer service representatives are not able to manually add a SLA to a record.
You need to enable on-demand SLAs.
What should you do?

A. Configure the scope of the workflow
B. Publish the on-demand SLA
C. Activate the SLA
D. Request an administrator to add the SLA field to the entity form

A

Correct Answer:

D. Request an administrator to add the SLA field to the entity form

References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-level-agreements

40
Q

You are a D365 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 SLAs for accounts.
In which order should you perform the actions?

A. Create an enhanced SLA on the account that tracks when the status reason changes to “Verified”.

B. Configure the SLA details and set a warning at 6 hours and a failure at 8 hours.

C. Customize the accounts entity to enable SLAs. Add a status reason for unverified accounts. Set the value for the status reason to “Verified”.

D. Publish the account customizations. Set the business hours for the support department.

A

Correct Answer:

C. Customize the accounts entity to enable SLAs. Add a status reason for unverified accounts. Set the value for the status reason to “Verified”.

A. Create an enhanced SLA on the account that tracks when the status reason changes to “Verified”.

B. Configure the SLA details and set a warning at 6 hours and a failure at 8 hours.

D. Publish the account customizations. Set the business hours for the support department.

41
Q

You are a D365 for Customer Service administrator.
Your company is trying to determine whether it needs to use standard or enhanced SLAs.
You need to configure SLAs based on the requirements.
Which type of SLAs should you use?

Requirements

  1. Configure business hours. SLA applies only during this time.
  2. Pause and resume an SLA.
  3. Configure KPI warnings and warning action.

SLA options
A. Only standard SLA
B. Only enhanced SLA
C. Both standard and enhanced SLA

A

Correct Answer:

  1. Configure business hours. SLA applies only during this time.
    - -> C. Both standard and enhanced SLA
  2. Pause and resume an SLA.
    - -> B. Only enhanced SLA
  3. Configure KPI warnings and warning action.
    - -> B. Only enhanced SLA
42
Q

You are a D365 for Customer Service administrator.
You need to deactivate entitlements.
When should you deactivate entitlements?

A. A customer’s entitlement has ended and no more support is desired.

B. A customer renews an entitlement for 100 more hours or one year.

C. A customer calls and wants to know how many hours of support remain.

D. The customer must change remaining support hours from all email support to one-half email support and one-half phone support.

E. You need to add notes to the customer’s entitlement.

A

Correct Answer:

B. A customer renews an entitlement for 100 more hours or one year.

D. The customer must change remaining support hours from all email support to one-half email support and one-half phone support.

43
Q

You are a customer service manager using D365 for Customer Service.
You need to restrict support to the products that a customer has purchased.
What should you do?

A. Add the product to the account
B. Add the products to the case
C. Add the products to the customer’s entitlement
D. Add the products to the customer

A

Correct Answer:

C. Add the products to the customer’s entitlement

44
Q

You manage a D365 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?

A. Use Lookup to specify the Add to queue value.

B. Select Edit to the command bar.

C. Toggle the radio button for Route from user/team to queue.

D. Deactivate the routing rule.

A

Correct Answer:

D. Deactivate the routing rule.

45
Q

You manage a D365 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.

A

Correct Answer:

C. Add the new end date to the current entitlement and set new terms. Activate the entitlement.

46
Q

You are using D365 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

A

Correct Answer:

A. Use routing rules

47
Q

You are a D365 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 Phone. Set the value of the Total terms value 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 20.

C. 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.

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.

A

Correct Answer:

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 20.

48
Q

You are using D365 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.

A

Correct Answer:

C. Configure entitlement channels.

49
Q

You are a D365 for Customer Service administrator.
You must track time against enhanced SLAs.
You need to add a timer.
Which three actions should you perform in sequence?

A. Add the quick create forms to the primary entity form.

B. Create a quick view form for each SLA KPI instance field.

C. Ensure the entity is enabled for SLA.

D. Add the quick view forms to the primary entity form.

E. Create a quick-create form for each SLA KPI instance field.

A

Correct Answer:

C. Ensure the entity is enabled for SLA.

B. Create a quick view form for each SLA KPI instance field.

D. Add the quick view forms to the primary entity form.

50
Q

You are a customer service manager for a company using D365 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

A

Correct Answer:

B. Private

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

51
Q

You are a D365 for Customer Service administrator.
You need to implement queues to manage cases.
Which queue types should you use?

Scenario
A. Set up a product defect queue. Add the defect group as the members for the queue.

B. Set up an unknown queue for anyone to review tickets that are not classified.

C. Set up an escalation queue that enables only upper management to review the tickets.

Queue types

  1. Private
  2. Public
A

Correct Answer:

A. Set up a product defect queue. Add the defect group as the members for the queue.
–> 1. Private

B. Set up an unknown queue for anyone to review tickets that are not classified.
–> 2. Public

C. Set up an escalation queue that enables only upper management to review the tickets.
–> 1. Private

52
Q

You send surveys to customers who have opened cases within the past month.
You need to send a summary of the survey results to individuals who do not have a D365 license.
What are two possible ways to achieve the goal?

A. Run the summary report. Export the report to Microsoft Excel. Send the Excel file to the users.

B. Run the survey summary report. Send a link to the report from within Dynamics 365.

C. Create a dashboard of the survey summary reports and share the dashboards with the users.

D. Create a view with the data, and then email a link.

E. Run the survey summary report. Print the report to a PDF file. Send the PDF file to the users.

A

Correct Answer:

A. Run the summary report. Export the report to Microsoft Excel. Send the Excel file to the users.

E. Run the survey summary report. Print the report to a PDF file. Send the PDF file to the users.

MB-230 Dynamics 365 Customer Service (2 decks)

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