MB-230 Practice Questions

You are a Dynamics 365 Customer Service administrator.

You must track issues submitted by customers.

You need to configure case settings for the Service Management module.

What should you configure? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

A company has satellite offices that service local areas.

Each office must have full control over its own resources.

You need to configure the organizational units to reflect the satellite office structure.

Which entities should you use to relate to the organizational units? To answer, select the appropriate options in the answer area.

A company implements Dynamics 365 Customer Voice.

When the company deploys an application at the end of a project users are unable to distribute surveys.

You need to assign users to the appropriate role so they can distribute the survey You must adhere to the principle of least privilege. To which role should you assign the users?

A client wants to use the knowledge base in Dynamics 365 Customer Service.

You need to identify the state of a knowledge base article when an event occurs.

What are the states of the articles? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

A company is using Dynamics 365 Customer Service. Departmental units within the company are separately grouped using native Dataverse capabilities.

The company requires a new security role named Customer Support Agent. Users assigned to this new role must be able to do the following:

• View cases within the same departmental unit only.

• Only update cases that are owned by the same user.

• Support the ability to add notes using the case timeline.

The principle of least privilege must be adhered to at all times.

You create the role and begin to review the list of assignable privileges, as indicated in the screenshot.

Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic.

NOTE: Each correct selection is worth one point.

An organization uses Dynamics 365 Customer Service. The customer service queue is not implemented.

Customer service representatives (CSRs) are unable to keep up with an influx of email inquiries. Other employees must read and respond to messages that are routed to a customer service queue.

You need to create a queue for customer service emails.

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.

A company is implementing Knowledge Management capabilities in Dynamics 365 Customer Sen/ice.

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.

You need to configure the SMS workstream.

What should you use?

You need to select which setting needs to be configured for each setup.

Which settings should you select? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

You are a customer service representative using Dynamics 365 for Customer Service.

You need to identify and eliminate duplicate cases.

What should you do?