MB-230-Questions

1
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 htt
ps//docs.microsoft.com/en-us/dynamics365/customer
engagement/on- premises/customize/business-proces
s-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.
• No adjustment required.
• Services
• Managed solutions
• Unmanaged solutions
• Answer A

2

• QUESTION NO 3
• Which of the following statements is TRUE when
  designing a business process flow?
• You can use up to 40 steps for each stage.
• Each branch can be no more than 10 levels deep.
• You can select an entity relationship when
  defining a process flow.
• 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/custo
  mer-
• engagement/customize/enhance-business-process-flow
  s-branching

• QUESTION NO 4
• You are employed as an administrator for your
  companys 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?
• Yes, it does
• No, it does not
• Answer A Reference
• https//docs.microsoft.com/en-us/dynamics365/custo
  merengagement/on- premises/customize/business-pro
  cess-flows-overview

3

• QUESTION NO 5
• You are employed as an administrator for your
  companys 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?
• Yes, it does
• No, it does not
• Answer B Reference
• https//docs.microsoft.com/en-us/dynamics365/custo
  merengagement/on-
• premises/customize/business-process-flows-overview

• QUESTION NO 6
• You are employed as an administrator for your
  companys 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?
• Yes, it does
• No, it does not

4
Answer B Reference https//docs.microsoft.com/e
n-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?
• Service management.
• Security settings.
• System settings
• 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.
5

• You assign the user the Scheduler security role.
• Does the action achieve your objective?
• Yes, it does
• 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?
• Yes, it does
• 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.
6

• 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?
• Yes, it does
• 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.
• No adjustment required.
• Organization
• Business unit
• 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.
7

• Which of the following actions should you take?
• You should configure a pre-conversation survey.
• You should configure Customer Voice.
• You should configure a Teams channel.
• You should configure an SMS channel.
• Answer A Reference
• https//docs.microsoft.com/en-us/dynamics365/custo
  mer-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 clients credit card data in a live chat.
  Which of the following actions should you take?
• You should configure a business rule.
• You should configure a data masking rule.
• You should configure data encryption.
• You should configure a routing rule.
• Answer B Reference
• https//docs.microsoft.com/en-us/dynamics365/custo
  mer-service/data-masking-settings

QUESTION NO 14 You are employed as an
administrator for your companys Dynamics 365 for
Customer Service environment.
8

• 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 Customer ID
• An Account ID
• An Auth Token
• An API Key
• Answer B, C Reference
• https//neilparkhurst.com/2020/11/06/omnichannel-f
  or-customer-service-twilio-for-sms/

• QUESTION NO 15
• You are employed as an administrator for your
  companys 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?
• You should configure the use of a timeframe
  filter.
• You should configure the use of a priority
  filter.
• You should configure the use of a global filter.
• You should configure the use of a visual filter.
• Answer D Reference
• https//docs.microsoft.com/en-us/dynamics365/custo
  mer-service/customer-service-hub-
• user-guide-dashboardvisual-filter

QUESTION NO 16
9

• You need to consider the underlined segment to
  establish whether it is accurate.
• To alter working intervals, you should configure
  fulfillment preferences.
• service scheduling
• No adjustment required.
• resource scheduling
• 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.
• No adjustment required.
• Waiting for details
• Merged
• 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?
10

• Yes, it does
• 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?
• Yes, it does
• 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?
• Yes, it does
• No, it does not
• Answer B

11

• 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?
• You should create a system view.
• You should create a public view.
• You should create a personal view.
• You should create a shared view.
• Answer C Reference
• https//docs.microsoft.com/en-us/dynamics365/custo
  merengagement/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?
• You should configure the rule to generate a case
  if a valid entitlement exists.
• You should configure the rule to send automatic
  email responses to customers when records are
  created.

12
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?
• Owner
• Regarding
• Attachments
• Notes
• Answer B Reference
• https//docs.microsoft.com/en-us/dynamics365/custo
  merengagement/on-
• premises/basics/add-phone-call-task-email-appointm
  ent-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?
• You should create a new case based on the one
  that was accidentally closed.
• You should reactivate the closed case.
• You should reallocate the closed case
• You should create a new case and merge it with
  the closed case.

13
Answer B

• QUESTION NO 25
• You are employed as an administrator for your
  companys 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?
• The state of the case will change to Resolved and
  the state will change to Canceled.
• The state of the case will change to Merged and
  the state will change to Merged.
• The state of the case will change to Deleted and
  the state will change to Resolved.
• 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/custo
  mer-service/customer-service-hub-
• user-guide-merge-cases

• QUESTION NO 26
• You are employed as an administrator for your
  companys 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?
• The approved article must be sent to the Manager.
• The approved article must be published.
• The approved article must be sent back for final
  edits.
• The approved articles status must be changed to
  Active.

14
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?
• Yes, it does
• 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?
• Yes, it does
• No, it does not
• Answer B

QUESTION NO 29
15

• 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?
• Yes, it does
• 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?
• Yes, it does
• No, it does not
• Answer A Reference
• https//docs.microsoft.com/en-us/dynamics365/custo
  merengagement/on-
• premises/admin/configure-quick-find

QUESTION NO 31
16

• 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?
• Yes, it does
• No, it does not
• Answer A Reference
• https//docs.microsoft.com/en-us/dynamics365/custo
  merengagement/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 companys 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?
• Atypical
• KPI
• Enhanced
• Standard
• Answer B

17
Reference https//docs.microsoft.com/en-us/dynami
cs365/customer-engagement/customer-
service/define-service-level-agreements

• QUESTION NO 33
• You are employed as a system administrator for
  your companys 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?
• Yes, it does
• No, it does not
• Answer A Reference
• https//docs.microsoft.com/en-us/dynamics365/custo
  mer-engagement/customer- service/define-service-l
  evel-agreements

QUESTION NO 34 You are employed as a system
administrator for your companys 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?
18

• Yes, it does
• No, it does not
• Answer B Reference
• https//docs.microsoft.com/en-us/dynamics365/custo
  mer-engagement/customer- service/define-service-l
  evel-agreements

• QUESTION NO 35
• You are employed as a system administrator for
  your companys 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?
• Yes, it does
• No, it does not
• Answer B Reference
• https//docs.microsoft.com/en-us/dynamics365/custo
  mer-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.
19
To which of the following should you add the
products?

• What should you do?
• The business rule
• The case
• The clients entitlement
• The clients 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.
• No adjustment required.
• Business rules
• Business process flow
• 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?
20

• It should be set to Email only.
• It should be set to Phone only.
• It should be set to Email and Phone.
• It is an unnecessary setting.
• Answer A Reference
• https//docs.microsoft.com/en-us/dynamics365/custo
  mer-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?
• You should configure business rules.
• You should configure a business process flow.
• You should configure entitlement channels.
• 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.
21

• Does the action achieve your objective?
• Yes, it does
• No, it does not
• Answer A Reference
• https//docs.microsoft.com/en-us/dynamics365/custo
  mer-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?
• Yes, it does
• No, it does not
• Answer B Reference
• https//docs.microsoft.com/en-us/dynamics365/custo
  mer-engagement/customer- service/set-up-queues-ma
  nage-activities-cases

Topic 4, Configure Voice of the Customer
QUESTION NO 42
22

• 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.
• No adjustment required.
• Tagging
• List of ratings
• 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?
• .xlsx
• .exe
• .pdf
• .txt
• Answer A, C

QUESTION NO 44 You are responsible for creating
surveys via Voice of the Customer (VoC).
23

• 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?
• Yes, it does
• 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?
• Yes, it does
• 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
24

• 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?
• Yes, it does
• 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?
• You should make use of the VoC Process Survey
  Response workflow.
• You should make use of the VoC Close Survey
  Activity workflow.
• You should make use of the VoC Convert Response
  To Feedback Entity workflow.
• You should make use of the VoC Convert Survey
  Response To Campaign Response workflow.
• Answer A Reference
• https//ph.microsoftcrmportals.com/knowledgebase/a
  rticle/KA-01022/en-us

25

• 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?
• Yes, it does
• 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?
• Yes, it does
• No, it does not
• Answer A Reference

26
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?
• Yes, it does
• 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/