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

You need to ensure users can search the knowledge base from a case record.Which two actions should you perform? Each correct answer presents part of the solution.NOTE: Each correct selection is worth one point.

• Add Knowledge Base Search control to the dashboard.
• Check Knowledge Management from the case entity in the solution.
• Insert the Knowledge Base Search control on the form.
• Select the Knowledge Base Search control from the entity.
• Add the Quick Find option to the views.

A company uses Omnichannel for Customer Service. An administrator creates a report. You must change reports to intraday insight reports without using customization. You need to determine why you are unable to switch to the intraday insight reports. What is the issue?

• The intraday insight reports need to be created in FetchXML first.
• Users can configure only their own intraday insight reports.
• Only administrators can configure the intraday insight reports.
• The intraday insight reports must be configured from Dynamics 365 Customer Service settings.

A company must standardize the management of web leads and leads generated across their internal and external sales teams.You need to create an entitlement.Which type of entitlement should you create?

• Multi-channel
• Omnichannel
• Teams channel

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 need to implement service-level agreements.Which type of agreements should you implement?

• On-demand
• Standard
• Enhanced
• Contact

You are a Dynamics 365 for Customer Service administrator.You need to deactivate entitlements.When should you deactivate entitlements? Each correct answer presents a complete solution.NOTE: Each correct selection is worth one point.

• A customer's entitlement has ended and no more support is desired.
• A customer renews an entitlement for 100 more hours or one year.
• A customer calls and wants to know how many hours of support remain.
• The customer must change remaining support hours from all email support to one-half email support and one-half phone support.
• You need to add notes to the customer's entitlement.

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: Create a fulfillment record and set the interval to one hour.Does the solution meet the goal?

• Yes
• No

You need to add SLA timers to the Case form.Which two options should you configure? Each correct answer presents part of the solution.NOTE: Each correct selection is worth one point.

• Create Quick View Form in SLA KPI Instance entity.
• Create SLA KPI Instance entity.
• Create field in case entity with lookup to SLA KPI Instance.
• Create Quick View Form in Case entity with reference to the SLA KPI Instance entity.
• Insert subgrid from the SLA KPI Instance entity into the Case Main form.

You need to create the queue for cases.What type of queue should you create?

• Teams
• Public
• Product
• Private
• Service

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