MB-230 Free Practice Questions

Question 1

A service representative resolves a case for a customer by using Dynamics 365 Customer Service. A Customer Voice survey is automatically sent to the customer to collect feedback. The customer completes the survey and submits it. You need to review the response details for the completed survey. What should you do?

Question 1

HOTSPOT - A client plans to implement a case resolution process. Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. Hot Area:

Question 2

HOTSPOT - A retailer uses Dynamics 365 Customer Service integrated with Microsoft Teams. Agents must be able to easily chat with other contacts who have recent activities with the same customer as the agent. Agents also must be able to pin specific chats to channels directly from Customer Service. You need to enable suggested contacts for cases. Which configuration should you enable for each requirement? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

Question 2

DRAG DROP - You are a Dynamics 365 for Customer Service administrator. Your company requires a new phone-to-case business process flow for customer service representatives to follow. The stages are as follows: 1. Verification 2. Acknowledgement and research 3. Resolution Customer service representatives must send an email to the customer when a case enters the acknowledgement-and-research stage. You need to create the required business process flow and components. Which three 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:

Question 3

DRAG DROP - A company uses Dynamics 365 Customer Service. An administrator is configuring Copilot to help with knowledge search. Agents must be able to display Knowledge articles in the following ways: • Display articles related to only a specific product. • Display articles related to a current case and the product related to the agent's line of business. You need to enable a Copilot capability for each requirement. Which Copilot capability should you enable? To answer, move the appropriate Copilot capabilities to the correct requirements. You may use each Copilot capability once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content. NOTE: Each correct selection is worth one point.

Question 4

DRAG DROP - A company is implementing Knowledge Management capabilities in Dynamics 365 Customer Service. The company currently maintains the following systems: • A third-party system containing support articles for the IT helpdesk, which supports Basic authentication only • A Power Pages website for customer product information, hosted on a different Microsoft Entra ID tenant • Internal documents saved within the tenant's document management system • Data ingested into Microsoft Azure Data Lake Storage Gen 2 from an on-premises system You need to integrate and unify these knowledge capabilities into Customer Service with minimal development effort. Which external provider should you use for each system? To answer, move the appropriate external providers to the correct requirements. You may use each external provider once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content. NOTE: Each correct selection is worth one point.

Question 5

HOTSPOT - You are demonstrating the Microsoft Teams integration capability for calling. You use a Dynamics 365 Customer Service sandbox environment for the demonstration. SharePoint Online integration is configured for the environment. After the demonstration, the attendees require the following information: • How to enable the feature in the live environment • Where call recordings are saved • How to initiate calls with new customers You need to address the user questions. How should you address each question? To answer, select the appropriate options in the answer area.

Question 6

You are deploying the voice channel for Dynamics 365 Contact Center to an existing Microsoft Azure resource. When you attempt to link the Azure resource to Dynamics 365 Contact Center, you are prompted to provide Event Grid application details. You need to determine what to create in Azure for the Event Grid application details. What should you create?

Question 7

HOTSPOT - Accompany plans to implement Copilot in Dynamics 365 Customer Service features for a group of trial users who are located in Europe. You need to configure the environment for trial use. What should you configure? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

Question 8

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution. After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear on the review screen. A company uses Dynamics 365 Customer Service. Customer Voice is deployed on the tenant. When a user resolves a case in the system, the individual who reported the incident must automatically receive an email with a link to complete a customer feedback survey. Survey responses must be visible against the resolved case. You need to implement a solution. Solution: Navigate to the resolved case. Select Send Survey. Does the solution meet the goal?