Microsoft Customer Service (MB-230) Certification Sample Questions

Customer Service Dumps, MB-230 Dumps, MB-230 PDF, Customer Service VCE, Microsoft MB-230 VCE, Microsoft Customer Service PDFThe purpose of this Sample Question Set is to provide you with information about the Microsoft Dynamics 365 Customer Service Functional Consultant exam. These sample questions will make you very familiar with both the type and the difficulty level of the questions on the MB-230 certification test. To get familiar with real exam environment, we suggest you try our Sample Microsoft Customer Service Certification Practice Exam. This sample practice exam gives you the feeling of reality and is a clue to the questions asked in the actual Microsoft Certified - Dynamics 365 Customer Service Functional Consultant Associate certification exam.

These sample questions are simple and basic questions that represent likeness to the real Microsoft MB-230 exam questions. To assess your readiness and performance with real time scenario based questions, we suggest you prepare with our Premium Microsoft Customer Service Certification Practice Exam. When you solve real time scenario based questions practically, you come across many difficulties that give you an opportunity to improve.

Microsoft MB-230 Sample Questions:

01. Reference Scenario: click here
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?
a) Reassign the case
b) Reactivate the case
c) Clone the case
d) Change the status reason to In Progress
 
02. You open a case for a customer with an entitlement. The remaining entitlement terms should have been immediately decremented, but they were not. You need to resolve this issue.
What should you do?
a) Create a record creation and update rule.
b) Configure an entitlement channel.
c) Set the entity type to case.
d) Set the allocation type.
 
03. A company uses Dynamics 365 Customer Service. The schedule shows working intervals of 45 minutes.
The intervals cause customer service representatives to have too much free time during working hours. The company wants to change the intervals to every 30 minutes. You need to configure the intervals.
What should you configure?
a) Schedule with travel time and distance.
b) Fulfillment preferences.
c) Resource crew scheduling.
d) Requirement groups.
e) Schedule within time constraints.
 
04. Which of the following capabilities is only available when using enhanced SLAs?
a) pause an SLA
b) use security roles to control SLA creation
c) track Key Performance Indicators (KPIs)
d) define failure actions
 
05. You create an entitlement that decreases the total terms when cases are created. You need to identify what will cause the value of the remaining terms of an entitlement to be incremented or decremented.
What are two possible causes that you can identify?
(Each correct answer presents a complete solution. Choose two.)
a) when a case that is attached to the entitlement is resolved
b) when the entitlement is attached to a new contact
c) when a case that is attached to the entitlement is deleted
d) when the entitlement is attached to a new case
 
06. You are assigned the System Customizer role. You install a Dynamics 365 Customer Service business process flow from Microsoft AppSource. You attempt to use the new flow on activities, but the entity is not selectable.
You need to use the new flow on activities. What should you do?
a) Change your security role.
b) Modify the Activity entity.
c) Create a new Activity entity.
d) Activate the business process flow.
 
07. 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
 
08. Which two of the following are valid routing rule actions?
(Each correct answer presents part of the solution. Choose two.)
a) Cancel Case
b) Send Email
c) Assign to User/Team
d) Route to Queue
 
09. Reference Scenario: click here
You are using Dynamics 365 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
 
10. Reference Scenario: click here
You need to ensure that claim disputes conform to the defined case life cycle. What should you configure?
a) Related cases
b) Subject
c) Timeline
d) Status Reason Transition
e) Case Relationships

Answers:

Question: 01
Answer: b		 Question: 02
Answer: d		 Question: 03
Answer: b		 Question: 04
Answer: c		 Question: 05
Answer: c, d
Question: 06
Answer: b		 Question: 07
Answer: a		 Question: 08
Answer: b, c		 Question: 09
Answer: a		 Question: 10
Answer: d

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