Free Microsoft Dynamics 365 for Customer Service MB-230 Exam Practice Test

You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer (VoC).You need to ensure that VoC survey responses trigger an escalation in support.Which workflow should you use?

• VoC -- Process Survey Response
• VoC -- Close Survey Activity
• VoC -- Process NPS Response
• VoC -- Process Face Response

You are a help desk representative for an organization using Dynamics 365 Customer Service.Users need to search within the system for similar cases. None of the out-of-the-box settings have beenchanged.You need to determine which search features are available for use by default.Which two search features are available? Each correct answer presents a complete solution.NOTE: Each correct selection is worth one point.

• Advanced Find
• Quick Find
• Relevance Search
• Full-text Quick Find

You are implementing Omnichannel for Customer Service for a company.The company has set up dedicated teams to handle inquiries from different social platforms. Each team member specializes in a specific product line from the company. However, the team members must be able to pick up any inquiry coming into the team.You need to configure the system.Which two components should you configure? Each correct answer presents part of the solution.NOTE: Each correct selection is worth one point.

• Create a work item trigger
• Turn on Agent Affinity
• Create a Parent Child attribute
• Create a routing rule
• Turn on a custom listener

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets 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.An electrical engineering company is implementing Dynamics 365 Customer Service.Engineers schedule work in one-hour blocks.Engineers who complete a job before the end of the one-hour block must not be able to start a new job in that some block.Engineers who require part of an additional one-hour block to complete a job must not be able to start a new job in that additional block.You need to configure the fulfillment preference to meet the requirements.Proposed solution: Configure the working hours calendar to allow one-hour resource booking blocks.Does the solution meet the goal?

• Yes
• No

You are creating a survey using Voice of the Customer.You need to embed the survey into a website and make it available to your customer.What should you do?

• Create the website. Add the URL to the Dynamics 365 site in your website.
• Create your Dynamics 365 portal. Display the Voice of the Customer page from within the main website page.
• Create a webpage on the website. Add the URL to link the Voice of the Customer
• Create an iFrame URL. Copy the HTML code to an iFrame in your website.
• Add the iFrame URL to your website.

You are a Dynamics 365 Customer Service system administrator. You work with the Customer Service Hub application.You need to enable entities for service-level agreements (SLAs).For which entity can you enable SLAs?

• Contract
• Business unit
• KPIs
• Customer service schedule
• Holiday schedule
• Account

You are a Dynamics 365 Customer Service administrator. You are creating a customer service schedule.You need to ensure that the schedule shows the correct time zone for available customer service hours.What should you do?

• Set the time zone in each customized schedule.
• Allow the system to automatically convert to each user's time zone when a user signs in.
• Set the time zone in Dynamics 365 personal options.
• Set the time zone to GMT (Coordinated Universal Time) to enable conversion when you sign in.

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 Dynamics 365 for Customer Service.Which three actions should you perform? Each correct answer presents part of the solution.NOTE: Each correct selection is worth one point.

• Navigate to the Knowledge Base Management Settings wizard. Then, navigate to Record types and select Root Cause Analysis.
• Add a lookup to the article entity.
• In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a knowledge base search control.
• In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a subgrid for knowledge articles.
• In Solution Explorer, select the Root Cause Analysis entity and then select Knowledge management.

Note: 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.Your company provides clients with Dynamics 365 for Customer Service Voice of the Customer employee satisfaction surveys. The company has a standardized set of survey questions named Satisfaction Survey.You need to customize the survey for each client.Solution: Clone the satisfaction survey and customize the questions.Does the solution meet the goal?

• Yes
• No

A 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