mb230 Flashcards
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
Correct Answer: B
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
Correct Answer: B
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
Correct Answer: A
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: Configure Dynamics 365 to automatically send responses to customers when the record is created.
Does the solution meet the goal?
A. Yes
B. No
Correct Answer: B
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?
A. Yes
B. No
Correct Answer: A
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 Service activity, and then select the queue. Does the solution meet the goal?
A. Yes
B. No
Correct Answer: B
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.
Create a new schedule
- Add a holiday
- Place the SLA on hold
Configure schedule settings
- Activate the schedule
- Specify an end date:
Create a new schedule
- Add a holiday
Configure schedule settings
- Specify an end date:
You are customizing a Dynamics 365 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? 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:
- Create and configure the chart;
- In the solution, navigate to the Case entity and select Charts
- Navigate to the Service area, and then select Cases;
- Navigate to Settings, and then select solutions. Verify that the case entity is in the solution.
- Navigate to Settings, and then select solutions. Verify that the case entity is in the solution.
- In the solution, navigate to the Case entity and select Charts
- Create and configure the chart
You manage Dynamics 365 for Customer Service.
You need to create a list of holidays and ensure that existing service-level agreements (SLAs) observe those holidays.
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.
- Update the SLA and select the customer service schedule;
- Update the SLA and associate the holiday schedule;
- Create an entitlement and select the holiday schedule;
- Update the SLA and associate the entlitements;
- Create a customer service schedule and select the holiday schedule;
- Create a holiday schedule and holiday records.:
- Create a holiday schedule and holiday records.
- Create a customer service schedule and select the holiday schedule
- Update the SLA and select the customer service schedule
You use Dynamics 365 for Customer Service. You need to create business process flows.
Which three entities can you use? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
A. Goal B. Case C. Letter D. Social activity E. Rollup queries
Correct Answer: BCD
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.
Cases:
- Products
- Managed Solutions
Activities:
- Services:
- Unmanaged Solutions:
Cases:
- Products
Activities:
- Services
You 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?
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.
Correct Answer: A
You are a Dynamics 365 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:
- Verification
- Acknowledgement and research
- 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? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
- 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;
- Create and activate the case-acknowledgement email workflow as follows: In Available to run, select As an on-demand process;
- Create and activate the process flow with each of the stages. Add the case acknowledgement email workflow to the acknowledgement -and-research stage;
- Create a new business process flow record for the case entity;
- Create and activate 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.:
- 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;
- Create a new business process flow record for the case entity;
- Create and activate the process flow with each of the stages. Add the case acknowledgement email workflow to the acknowledgement -and-research stage;
Your organization plans to use Microsoft Power BI to access and analyze data in Dynamics 365 for Customer Service.
You need to configure a Power BI connection to a Dynamics 365 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
Correct Answer: A
You are a Dynamics 365 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? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.
Specify the default process flow:
- Order
- Stage
- Step
Show actions that must be completed by the customer service representative staff:
- Step
- Stage
Specify the default process flow:
- Order
Show actions that must be completed by the customer service representative staff:
- Stage
You are implementing Dynamics 365 for Customer Service.
You need to set up available working hours to help desk representatives who have varying schedules. What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Set up individual working hours:
- Configure security settings and define hours for each user account;
- Configure service management and customer service calendars;
- Configure administration settings and system settings;
Set up new weekly schedule and recurring work hours:
- Configure days off to vary by day;
- Configure a fiscal year schedule;
- Configure individual days off.:
Set up individual working hours:
- Configure service management and customer service calendars
Set up new weekly schedule and recurring work hours:
- Configure days off to vary by day
You view the interactive dashboard in the Microsoft Dynamics 365 Customer Service Hub.
Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic.
What dashboard type is displayed?
- Multi-stream dashboard standard view
What type of filter is shown in the interactive dashboard?
- Visual filter
What dashboard type is displayed?
- Multi-stream dashboard standard view
What type of filter is shown in the interactive dashboard?
- Visual filter
You are a Dynamics 365 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? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.
- Create a new rollup field
- Define the metric. Enter metric and amount data types
- Specify details about the source data that rolls up
- Specify the date field that determines the goal period that the records will roll up into
- Specify the rollup field to track against goals
- Define the metric. Enter metric and amount data types
- Create a new rollup field
- Specify the rollup field to track against goals
- Specify details about the source data that rolls up
- Specify the date field that determines the goal period that the records will roll up into
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
Correct Answer: A
You are configuring a Dynamics 365 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? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Create entitlement templates:
- Organization
- Append
Create knowledgebase records:
- Append
- Business Unit
Create entitlement templates:
- Organization
Create knowledgebase records:
- Business Unit
You are a Dynamics 365 for Customer Service administrator.
You need to import cases from a file without applying routing rules.
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:
- Save and import the import file
- Add a row named Route Case to the import file
- Add a column named Route Case to the import file
- Add the value Yes for cases that must not be routed
- Add the value No for cases that must not be routed
- Add a column named Route Case to the import file
- Add the value No for cases that must not be routed
- Save and import the import file
You are using Dynamics 365 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? To answer, select the appropriate action in the dialog box in the answer area.
NOTE: Each correct selection is worth one point.
The existing route rule action that the system automatically invokes when the new rule is activated:
- The routing rule is deleted
- The routing rule does not change
- The routing rule is deactivated
Import bulk cases without the routing rule affecting the imported cases:
- Create a column in a spreadsheet named RouteCase and add the value No for all records
- Create a column in a spreadsheet named RouteCase and add the value No routing for all records
- Save the spreadsheet as a delimited file for import;
- Manually add each record
The existing route rule action that the system automatically invokes when the new rule is activated:
- The routing rule is deactivated
Import bulk cases without the routing rule affecting the imported cases:
-Create a column in a spreadsheet named RouteCase and add the value No for all records
A customer uses Dynamics 365 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? 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
- Select Associate category
- Assign the article
- Publish the article
- Create an alternate key
- Approve the article
- Create a knowledge article
- Select Create major version
- Mark the knowledge article for review
- Create a knowledge article
- Mark the knowledge article for review
- Approve the article
- Publish the article
A company implements Dynamics 365 for Customer Service.
Which status reason is used for each case status? To answer, select the appropriate option in the answer area.
NOTE: Each correct selection is worth one point.
Active:
- Merged
- On hold
- Problem solved
Resolved:
- On hold
- Waiting for details
- Information provided
Canceled:
- Merged
- On hold
- Researching
Active:
- On hold
Resolved:
- Information provided
Canceled:
- Merged
You are a customer service representative using Dynamics 365 for Customer Service.
You need to identify and eliminate duplicate cases. What should you do?
A. Configure Dynamics 365 AI for Customer Service
B. Use business rules
C. Merge cases
D. Use parent-child case relationships
Correct Answer: B