MB-230-Questions

MB-230 Microsoft Dynamics 365 for Customer Service Version 1.0 Topic 1, Perform Configuration QUESTION NO: 1 DRAG DROP Your company makes use of Dynamics 365 for Customer Service. You have been tasked with generating business process flows. You need to make use of the necessary entities. Which of the following options would you use? Answer by dragging the correct options from the list to the answer area. Reference: https://docs.microsoft.com/en-us/dynamics365/customerengagement/on- premises/customize/business-process-flows-overview QUESTION NO: 2 You need to consider the underlined segment to establish whether it is accurate. When categorizing cases via queues, cases should be categorized as Products. A. No adjustment required. B. Services C. Managed solutions D. Unmanaged solutions Answer: A © Copyright 2021 Prep Solutions Limited, All rights reserved

QUESTION NO: 3 Which of the following statements is TRUE when designing a business process flow? A. You can use up to 40 steps for each stage. B. Each branch can be no more than 10 levels deep. C. You can select an entity relationship when defining a process flow. D. You can use a minimum of 30 stages per process, as well as a minimum of 30 steps per stage. Answer: C Reference: https://docs.microsoft.com/en-us/dynamics365/customer- engagement/customize/enhance-business-process-flows-branching QUESTION NO: 4 You are employed as an administrator for your company’s Dynamics 365 for Customer Service implementation. Your company has several business process flows for managing contracts. You want to specify the default process flow. You configure the order of the business process flows. Does the action achieve your objective? A. Yes, it does B. No, it does not Answer: A Reference: https://docs.microsoft.com/en-us/dynamics365/customerengagement/on- premises/customize/business-process-flows-overview © Copyright 2021 Prep Solutions Limited, All rights reserved

QUESTION NO: 5 You are employed as an administrator for your company’s Dynamics 365 for Customer Service implementation. Your company has several business process flows for managing contracts. You want to specify the default process flow. You configure the steps of the business process flows. Does the action achieve your objective? A. Yes, it does B. No, it does not Answer: B Reference: https://docs.microsoft.com/en-us/dynamics365/customerengagement/on- premises/customize/business-process-flows-overview QUESTION NO: 6 You are employed as an administrator for your company’s Dynamics 365 for Customer Service implementation. Your company has several business process flows for managing contracts. You want to specify the default process flow. You configure the stages of the business process flows. Does the action achieve your objective? A. Yes, it does B. No, it does not © Copyright 2021 Prep Solutions Limited, All rights reserved

Answer: B Reference: https://docs.microsoft.com/en-us/dynamics365/customerengagement/on- premises/customize/business-process-flows-overview QUESTION NO: 7 Your company makes use of Dynamics 365 for Customer Service. You have been tasked with configuring available working hours for help desk staff. The staff have different schedules. You are preparing to configure individual working hours. Which two of the following options should you configure? A. Service management. B. Security settings. C. System settings D. All customer service calendars. Answer: A, D QUESTION NO: 8 Your company makes use of Dynamics 365 for Customer Service. You have configured a customer service business unit as a parent of a call center, a digital response, and an escalation business unit. These business units all have their own queues. Customer service cases are directed to the correct parties via the queues. You have not amended any security roles. You have been tasked with making sure that a user in the customer service business unit is able to read queues in both the parent and child business units. © Copyright 2021 Prep Solutions Limited, All rights reserved

You assign the user the Scheduler security role. Does the action achieve your objective? A. Yes, it does B. No, it does not Answer: B QUESTION NO: 9 Your company makes use of Dynamics 365 for Customer Service. You have configured a customer service business unit as a parent of a call center, a digital response, and an escalation business unit. These business units all have their own queues. Customer service cases are directed to the correct parties via the queues. You have not amended any security roles. You have been tasked with making sure that a user in the customer service business unit is able to read queues in both the parent and child business units. You assign the user the System customizer security role. Does the action achieve your objective? A. Yes, it does B. No, it does not Answer: B QUESTION NO: 10 Your company makes use of Dynamics 365 for Customer Service. You have configured a customer service business unit as a parent of a call center, a digital response, and an escalation business unit. These business units all have their own queues. © Copyright 2021 Prep Solutions Limited, All rights reserved

Customer service cases are directed to the correct parties via the queues. You have not amended any security roles. You have been tasked with making sure that a user in the customer service business unit is able to read queues in both the parent and child business units. You assign the user the CSR Manager security role. Does the action achieve your objective? A. Yes, it does B. No, it does not Answer: A QUESTION NO: 11 You need to consider the underlined segment to establish whether it is accurate. A customer service manager requires the Append access level to add new entitlement templates for customer service representatives. A. No adjustment required. B. Organization C. Business unit D. Remove Answer: B QUESTION NO: 12 You make use of Dynamics 365 Customer Service. You have recently acquired Omnichannel for Customer Service. You want to make sure that the system automatically asks questions prior to the chat beginning. © Copyright 2021 Prep Solutions Limited, All rights reserved

Which of the following actions should you take? A. You should configure a pre-conversation survey. B. You should configure Customer Voice. C. You should configure a Teams channel. D. You should configure an SMS channel. Answer: A Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-pre-chat- survey QUESTION NO: 13 You make use of Dynamics 365 Customer Service. You have recently acquired Omnichannel for Customer Service. You want to make sure that an agent is unable to view a client’s credit card data in a live chat. Which of the following actions should you take? A. You should configure a business rule. B. You should configure a data masking rule. C. You should configure data encryption. D. You should configure a routing rule. Answer: B Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/data-masking-settings QUESTION NO: 14 You are employed as an administrator for your company’s Dynamics 365 for Customer Service environment. © Copyright 2021 Prep Solutions Limited, All rights reserved

You have been tasked with setting up Twilio SMS for the customer service division. Which of the following is required for this configuration? (Choose two.) A. A Customer ID B. An Account ID C. An Auth Token D. An API Key Answer: B, C Reference: https://neilparkhurst.com/2020/11/06/omnichannel-for-customer-service-twilio-for-sms/ QUESTION NO: 15 You are employed as an administrator for your company’s Dynamics 365 for Customer Service implementation. You are currently creating case dashboard. You want to make sure that the dashboard displays cases by priority. Which of the following actions should you take? A. You should configure the use of a timeframe filter. B. You should configure the use of a priority filter. C. You should configure the use of a global filter. D. You should configure the use of a visual filter. Answer: D Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub- user-guide-dashboard#visual-filter QUESTION NO: 16 © Copyright 2021 Prep Solutions Limited, All rights reserved

You need to consider the underlined segment to establish whether it is accurate. To alter working intervals, you should configure fulfillment preferences. A. service scheduling B. No adjustment required. C. resource scheduling D. requirement groups Answer: Topic 2, Manage cases and the knowledge base QUESTION NO: 17 You need to consider the underlined segment to establish whether it is accurate. The status reason for a Cancelled case status will read Researching. A. No adjustment required. B. Waiting for details C. Merged D. On hold Answer: C QUESTION NO: 18 Your company makes use of Dynamics 365 for Customer Service. You employed as a customer service representative. You have been tasked with detecting and removing duplicate cases. You decide to make use of business rules to achieve your goal. Does the action achieve your objective? © Copyright 2021 Prep Solutions Limited, All rights reserved

A. Yes, it does B. No, it does not Answer: A QUESTION NO: 19 Your company makes use of Dynamics 365 for Customer Service. You employed as a customer service representative. You have been tasked with detecting and removing duplicate cases. You decide to make use of parent-child case relationships to achieve your goal. Does the action achieve your objective? A. Yes, it does B. No, it does not Answer: B QUESTION NO: 20 Your company makes use of Dynamics 365 for Customer Service. You employed as a customer service representative. You have been tasked with detecting and removing duplicate cases. You decide to merge cases to achieve your goal. Does the action achieve your objective? A. Yes, it does B. No, it does not Answer: B © Copyright 2021 Prep Solutions Limited, All rights reserved

QUESTION NO: 21 Your company makes use of Dynamics 365 for Customer Service. You employed as a customer service representative. You have been given the task of managing several lists of cases. You want to create a list of cases that are open for a month. Which of the following actions should you take? A. You should create a system view. B. You should create a public view. C. You should create a personal view. D. You should create a shared view. Answer: C Reference: https://docs.microsoft.com/en-us/dynamics365/customerengagement/on- premises/customize/create-edit-views QUESTION NO: 22 You are a Dynamics 365 for Customer Service administrator. You have been tasked with making sure that cases are automatically created for emails received by clients in possession of a support contract. You have created an automatic record creation and update rule. Which two of the following actions should you take NEXT? A. You should configure the rule to generate a case if a valid entitlement exists. B. You should configure the rule to send automatic email responses to customers when records are created. © Copyright 2021 Prep Solutions Limited, All rights reserved

C You should set the source type to service activity. D. You should set the source type to email. Answer: A, D QUESTION NO: 23 You have been tasked with creating a phone call activity. You want to make sure that the activity appears on the case record timeline. Which of the following is the field that should be modified during the process? A. Owner B. Regarding C. Attachments D. Notes Answer: B Reference: https://docs.microsoft.com/en-us/dynamics365/customerengagement/on- premises/basics/add-phone-call-task-email-appointment-activity-case-record QUESTION NO: 24 Your company makes use of Dynamics 365 for Customer Service. You mistakenly close a case that had assigned to you prior to your work being completed. You want to open the case to carry on working on it. Which of the following actions should you take? A. You should create a new case based on the one that was accidentally closed. B. You should reactivate the closed case. C. You should reallocate the closed case D. You should create a new case and merge it with the closed case. © Copyright 2021 Prep Solutions Limited, All rights reserved

Answer: B QUESTION NO: 25 You are employed as an administrator for your company’s Dynamics 365 for Customer Service implementation. You are preparing to merge duplicate cases. Which of the following is TRUE with regards to the state of the case and the status after these duplicate cases have been merged? A. The state of the case will change to Resolved and the state will change to Canceled. B. The state of the case will change to Merged and the state will change to Merged. C. The state of the case will change to Deleted and the state will change to Resolved. D. The state of the case will change to Canceled and the state will change to Merged. Answer: D Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub- user-guide-merge-cases QUESTION NO: 26 You are employed as an administrator for your company’s Dynamics 365 for Customer Service implementation. You have received articles that were created for a knowledge base from a reviewer. Which of the following actions should be taken for articles that are approved? A. The approved article must be sent to the Manager. B. The approved article must be published. C. The approved article must be sent back for final edits. D. The approved article’s status must be changed to Active. © Copyright 2021 Prep Solutions Limited, All rights reserved

Answer: B QUESTION NO: 27 Your company makes use of Dynamics 365 for Customer Service. You need to assign a case in the queue that is currently routed to you to a different user because you have booked time off work. You release the case. Does the action achieve your objective? A. Yes, it does B. No, it does not Answer: A QUESTION NO: 28 Your company makes use of Dynamics 365 for Customer Service. You need to assign a case in the queue that is currently routed to you to a different user because you have booked time off work. You share the case. Does the action achieve your objective? A. Yes, it does B. No, it does not Answer: B QUESTION NO: 29 © Copyright 2021 Prep Solutions Limited, All rights reserved

Your company makes use of Dynamics 365 for Customer Service. You need to assign a case in the queue that is currently routed to you to a different user because you have booked time off work. You delete the case. Does the action achieve your objective? A. Yes, it does B. No, it does not Answer: B QUESTION NO: 30 Your company makes use of Dynamics 365 Customer Service with the default settings unchanged. You want to find like cases in the system using a default search feature. You make use of Full-text Quick Find. Does the action achieve your objective? A. Yes, it does B. No, it does not Answer: A Reference: https://docs.microsoft.com/en-us/dynamics365/customerengagement/on- premises/admin/configure-quick-find QUESTION NO: 31 © Copyright 2021 Prep Solutions Limited, All rights reserved

Your company makes use of Dynamics 365 Customer Service with the default settings unchanged. You want to find like cases in the system using a default search feature. You make use of Quick Find. Does the action achieve your objective? A. Yes, it does B. No, it does not Answer: A Reference: https://docs.microsoft.com/en-us/dynamics365/customerengagement/on- premises/admin/configure-quick-find Topic 3, Manage queues, entitlements, and SLAs QUESTION NO: 32 You are employed as a system administrator for your company’s Dynamics 365 for Customer Service implementation. You have been tasked with creating a service-level agreement (SLA) that allows for times and status’ of an SLA to be tracked. Which of the following is the type of SLA you should create? A. Atypical B. KPI C. Enhanced D. Standard Answer: B © Copyright 2021 Prep Solutions Limited, All rights reserved

Reference: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer- service/define-service-level-agreements QUESTION NO: 33 You are employed as a system administrator for your company’s Dynamics 365 for Customer Service implementation. You have been tasked with making sure that customer service representatives have the ability to add service-level agreements (SLAs) to a record manually. You add the SLA field to the entity form. Does the action achieve your objective? A. Yes, it does B. No, it does not Answer: A Reference: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer- service/define-service-level-agreements QUESTION NO: 34 You are employed as a system administrator for your company’s Dynamics 365 for Customer Service implementation. You have been tasked with making sure that customer service representatives have the ability to add service-level agreements (SLAs) to a record manually. You activate the SLA. Does the action achieve your objective? © Copyright 2021 Prep Solutions Limited, All rights reserved

A. Yes, it does B. No, it does not Answer: B Reference: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer- service/define-service-level-agreements QUESTION NO: 35 You are employed as a system administrator for your company’s Dynamics 365 for Customer Service implementation. You have been tasked with making sure that customer service representatives have the ability to add service-level agreements (SLAs) to a record manually. You assign the customer service representatives the necessary permissions. Does the action achieve your objective? A. Yes, it does B. No, it does not Answer: B Reference: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer- service/define-service-level-agreements QUESTION NO: 36 Your company makes use of Dynamics 365 for Customer Service. You are employed as a customer service manager. You want to make sure that a client only receives support for the products that they have procured. © Copyright 2021 Prep Solutions Limited, All rights reserved

To which of the following should you add the products? What should you do? A. The business rule B. The case C. The client’s entitlement D. The client’s profile Answer: C QUESTION NO: 37 You need to consider the underlined segment to establish whether it is accurate. Routing rules must be used to automate the process of adding cases to a queue. A. No adjustment required. B. Business rules C. Business process flow D. Similarity rules Answer: A QUESTION NO: 38 Your company makes use of Dynamics 365 for Customer Service. You are employed as an administrator. You are required to configure an entitlement template for a standard support contract that allows for 40 hours of email support, as well as Phone as a premium service in allotments of 20 incidents. Which of the following is TRUE with regards to the entitlement channel? © Copyright 2021 Prep Solutions Limited, All rights reserved

A. It should be set to Email only. B. It should be set to Phone only. C. It should be set to Email and Phone. D. It is an unnecessary setting. Answer: A Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entitlements- templates QUESTION NO: 39 You work in customer support at you company. You have been tasked with generating the entitlements for your clients in Dynamics 365 for Customer Service. Which of the following actions should you take? A. You should configure business rules. B. You should configure a business process flow. C. You should configure entitlement channels. D. You should configure routing rules. Answer: C QUESTION NO: 40 You are a Dynamics 365 for Customer Service manager. You are preparing to configure queues for the purpose of managing support. After assigning teams respectively to a queue, you need to decide on the type of queue you are going to create. You decide to create a Private queue. © Copyright 2021 Prep Solutions Limited, All rights reserved

Does the action achieve your objective? A. Yes, it does B. No, it does not Answer: A Reference: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer- service/set-up-queues-manage-activities-cases QUESTION NO: 41 You are a Dynamics 365 for Customer Service manager. You are preparing to configure queues for the purpose of managing support. After assigning teams respectively to a queue, you need to decide on the type of queue you are going to create. You decide to create a Public queue. Does the action achieve your objective? A. Yes, it does B. No, it does not Answer: B Reference: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer- service/set-up-queues-manage-activities-cases Topic 4, Configure Voice of the Customer QUESTION NO: 42 © Copyright 2021 Prep Solutions Limited, All rights reserved

You need to consider the underlined segment to establish whether it is accurate. 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. No adjustment required. B. Tagging C. List of ratings D. Basic Answer: A Reference: https://www.inogic.com/blog/2016/10/display-survey-questions-conditionally-for-voice-of- customer-in-dynamics-crm-2016/ QUESTION NO: 43 You have been tasked with forwarding surveys to clients that opened cases in the last 30 days. You want to make sure that clients without a Dynamics 365 license still receives a summary of the survey results. Which two of the following are file formats that the summary can be sent in? A. .xlsx B. .exe C. .pdf D. .txt Answer: A, C QUESTION NO: 44 You are responsible for creating surveys via Voice of the Customer (VoC). © Copyright 2021 Prep Solutions Limited, All rights reserved

You want to make sure that clients who currently receive surveys are able to unsubscribe when they no longer want to receive them. You set the Allow unsubscribe setting to Yes. Does the action achieve your objective? A. Yes, it does B. No, it does not Answer: A Reference: https://www.inogic.com/blog/2018/02/exploring-the-unsubscribe-survey-option-in-voice- of-customer-in-dynamics-365-crm/ QUESTION NO: 45 You are responsible for creating surveys via Voice of the Customer (VoC). You want to make sure that clients who currently receive surveys are able to unsubscribe when they no longer want to receive them. You add an unsubscribe link to the email message. Does the action achieve your objective? A. Yes, it does B. No, it does not Answer: A Reference: https://www.inogic.com/blog/2018/02/exploring-the-unsubscribe-survey-option-in-voice- of-customer-in-dynamics-365-crm/ QUESTION NO: 46 © Copyright 2021 Prep Solutions Limited, All rights reserved

You are responsible for creating surveys via Voice of the Customer (VoC). You want to make sure that clients who currently receive surveys are able to unsubscribe when they no longer want to receive them. You add an Unsubscribe check box after every question. Does the action achieve your objective? A. Yes, it does B. No, it does not Answer: B Reference: https://www.inogic.com/blog/2018/02/exploring-the-unsubscribe-survey-option-in-voice- of-customer-in-dynamics-365-crm/ QUESTION NO: 47 You are responsible for creating surveys via Voice of the Customer (VoC). You want to make sure that an escalation is activated in support by VoC survey responses. Which of the following actions should you take? A. You should make use of the VoC – Process Survey Response workflow. B. You should make use of the VoC – Close Survey Activity workflow. C. You should make use of the VoC – Convert Response To Feedback Entity workflow. D. You should make use of the VoC – Convert Survey Response To Campaign Response workflow. Answer: A Reference: https://ph.microsoftcrmportals.com/knowledgebase/article/KA-01022/en-us © Copyright 2021 Prep Solutions Limited, All rights reserved

QUESTION NO: 48 You are responsible for designing surveys via Voice of the Customer (VoC). You want to make sure that the design allows for questions to be shown or hidden according to answer selected. You include Client-side routing in the design. Does the action achieve your objective? A. Yes, it does B. No, it does not Answer: A Reference: https://www.inogic.com/blog/2016/10/display-survey-questions-conditionally-for-voice-of- customer-in-dynamics-crm-2016/ QUESTION NO: 49 You are responsible for designing surveys via Voice of the Customer (VoC). You want to make sure that the design allows for questions to be shown or hidden according to answer selected. You include the Tagging feature in the design. Does the action achieve your objective? A. Yes, it does B. No, it does not Answer: A Reference: © Copyright 2021 Prep Solutions Limited, All rights reserved

https://www.inogic.com/blog/2016/10/display-survey-questions-conditionally-for-voice-of- customer-in-dynamics-crm-2016/ QUESTION NO: 50 You are responsible for designing surveys via Voice of the Customer (VoC). You want to make sure that the design allows for questions to be shown or hidden according to answer selected. You include the Piping feature in the design. Does the action achieve your objective? A. Yes, it does B. No, it does not Answer: A Reference: https://www.inogic.com/blog/2016/10/display-survey-questions-conditionally-for-voice-of- customer-in-dynamics-crm-2016/ © Copyright 2021 Prep Solutions Limited, All rights reserved