Get Free MB-230 Questions and Answers PDF Study Guide

1
Microsoft
MB-230 Microsoft Dynamics 365 Customer Service
Functional Consultant

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Latest Version 17.0
Question 1
DRAG DROP You need to configure the system to
store answers about claims. Which four actions
should you perform in sequence? To answer, move
all actions from the list to the answer area and
arrange them in the correct order.
Answer
Reference https//docs.microsoft.com/en-us/dynami
cs365/customer-service/customer-service-hub-user-
guide-knowledge-article
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3
Question 2
HOTSPOT You need to create and configure objects
to support the requirements. How should you
configure the system? To answer, select the
appropriate options in the answer area. NOTE
Each correct selection is worth one point.
Answer
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Question 3

• You need to configure the queue for
  telephone-based cases.
• What are two possible ways to achieve this goal?
  Each correct answer presents a complete solution.
  NOTE Each correct selection is worth one point.
• Create a case from email.
• Define an SLA and entitlements and set
  entitlement values for case numbers.
• Configure a status reason transition.
• Create a case routing rule.
• Automatically create or update records.

Answer BC
Question 4
HOTSPOT You need to configure the correct
settings. Which settings should you configure? To
answer, select the appropriate options in the
answer area. NOTE Each correct selection is
worth one point.
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5
Answer
Question 5

• You need to search for answers to customer
  claims. Which type of search should you perform?
• Timeline
• Quick Find
• Related
• Detail
• Case Relationships

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6
Answer C
Reference https//docs.microsoft.com/en-us/dynami
cs365/customer-service/search-knowledge-articles-
cshknowledgebase-search-control
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