Questions for the MB-230 were updated on : Sep 01 ,2024
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.
Select and Place:
Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-userguide-knowledge-
article
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.
Hot Area:
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.
B C
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.
Hot Area:
You need to search for answers to customer claims.
Which type of search should you perform?
C
Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/search-knowledge-articles-csh#knowledge-
base-search-control
You need to ensure that claim disputes conform to the defined case life cycle.
What should you configure?
D
You need to enable relevance search for the custom entity.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
B
Explanation:
Reference: https://carldesouza.com/how-to-use-relevance-search-in-dynamics-365/
HOTSPOT
You need to meet the automatic case creation requirements.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-email
https://cloudblogs.microsoft.com/dynamics365/it/2017/07/25/convert-email-to-a-case-with-a-few-clicks-in-dynamics-365-app-
for-outlook/
HOTSPOT
You need to ensure cases are handled correctly.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/overview-unified-routing
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.
B C
A customer has three cases in process and two cases for the current calendar year.
You need to determine how many cases the customer has left on their entitlement.
How many cases are left?
C
Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-
customer
You need to create the SLAs.
Which three SLAs should you create? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
B D E
Explanation:
An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.
DRAG DROP
You need to ensure that customers cannot open more cases than they are allowed.
Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the
answer area and arrange them in the correct order.
Select and Place:
Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-definesupport-terms-
customer
Implement scheduling
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.
A E
Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/add-timer-control-case-form-track-time-against-
sla
HOTSPOT
You need to decide which action is applicable in the SLA.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements