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MB-300-Questions > MB-230-Questions > Flashcards

MB-230-Questions Flashcards

1
Q

When categorizing cases via queues, cases should be categorized as Products.

A

A. No adjustment required.

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2
Q

Which of the following statements is TRUE when designing a business process flow?

A

C. You can select an entity relationship when defining a process flow.

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3
Q

Does the action achieve your objective?

A

A. Yes, it does

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4
Q

Does the action achieve your objective?

A

B. No, it does not

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5
Q

Does the action achieve your objective?

A

B. No, it does not

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6
Q

Which two of the following options should you configure?

A

A. Service management.D. All customer service calendars.
D. All customer service calendars.

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7
Q

Does the action achieve your objective?

A

B. No, it does not

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8
Q

Does the action achieve your objective?

A

B. No, it does not

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9
Q

Does the action achieve your objective?

A

A. Yes, it does

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10
Q

A customer service manager requires the Append access level to add new entitlement templates for customer service representatives.

A

B. Organization

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11
Q

Which of the following actions should you take?

A

A. You should configure a pre-conversation survey.

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12
Q

Which of the following actions should you take?

A

B. You should configure a data masking rule.

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13
Q

Which of the following is required for this configuration? (Choose two.)

A

B. An Account ID
C. An Auth Token

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14
Q

Which of the following actions should you take?

A

D. You should configure the use of a visual filter.

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15
Q

To alter working intervals, you should configure fulfillment preferences.

A

B. No adjustment required.

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16
Q

The status reason for a Cancelled case status will read Researching.

A

A. No adjustment required.

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17
Q

Does the action achieve your objective?

A

A. Yes, it does

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18
Q

Does the action achieve your objective?

A

B. No, it does not

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19
Q

Does the action achieve your objective?

A

B. No, it does not

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20
Q

Which of the following actions should you take?

A

A. You should configure the rule to generate a case if a valid entitlement exists.
D. You should set the source type to email.

21
Q

Which of the following is the field that should be modified during the process?

A

B. Regarding

22
Q

Which of the following actions should you take?

A

B. You should reactivate the closed case.

23
Q

Which of the following is TRUE with regard to the state of the case and the status after these duplicate cases have been merged?

A

B. You should reactivate the closed case.

24
Q

Which of the following actions should be taken for articles that are approved?

A

B. The approved article must be published.

25
Q

Does the action achieve your objective?

A

A. Yes, it does

26
Q

Does the action achieve your objective?

A

B. No, it does not

27
Q

Does the action achieve your objective?

A

B. No, it does not

28
Q

Does the action achieve your objective?

A

A. Yes, it does

29
Q

Does the action achieve your objective?

A

A. Yes, it does

30
Q

Which of the following is the type of SLA you should create?

A

B. KPI

31
Q

Does the action achieve your objective?

A

A. Yes, it does

32
Q

Does the action achieve your objective?

A

B. No, it does not

33
Q

Does the action achieve your objective?

A

B. No, it does not

34
Q

What should you do?

A

C. The client’s entitlement

35
Q

Routing rules must be used to automate the process of adding cases to a queue.

A

A. No adjustment required.

36
Q

Which of the following is TRUE with regard to the entitlement channel?

A

A. It should be set to Email only.

37
Q

Which of the following actions should you take?

A

C. You should configure entitlement channels.

38
Q

Does the action achieve your objective?

A

A. Yes, it does

39
Q

Does the action achieve your objective?

A

B. No, it does not

40
Q

To make sure that a survey displays follow-up questions based on answers from the preceding question, the Response routing feature should be used in the survey.

A

A. No adjustment required.

41
Q

Which two of the following are file formats that the summary can be sent in?

A

A. .xlsx
C. .pdf

42
Q

Does the action achieve your objective?

A

A. Yes, it does

43
Q

Does the action achieve your objective?

A

A. Yes, it does

44
Q

Does the action achieve your objective?

A

B. No, it does not

45
Q

Which of the following actions should you take?

A

A. You should make use of the VoC – Process Survey Response workflow.

46
Q

Does the action achieve your objective?

A

A. Yes, it does

47
Q

Does the action achieve your objective?

A

A. Yes, it does

48
Q

Does the action achieve your objective?

A

A. Yes, it does

MB-300-Questions (5 decks)

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