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A test bank of questions related to microsoft dynamics 365 customer service functional consultant certification (mb-230). It includes multiple-choice questions and drag-and-drop questions covering various topics such as business process flows, case management, omnichannel configuration, and security settings. The questions are designed to assess understanding of dynamics 365 customer service features and functionalities, making it a useful resource for exam preparation and knowledge validation. It provides insights into configuring working hours, managing queues, setting up sms integration, and customizing dashboards. The test bank is valuable for administrators and consultants working with dynamics 365 customer service.
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Microsoft Dynamics 365 Customer Service Functional Consultant Version 11.0 Test Bank
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 listto the answer area.
Answer: y1="279" y2="382" ss="0" a="0" />
C. You can select an entity relationship when defining a process flow. D. You can use a minimum of 30 stages per process, as well as a minimum of 30 steps per stage. Answer: C
QUESTION NO: 4 You are employed as an administrator for your company’s 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? A. B. Yes, it doesNo, it does not
Answer: A
QUESTION NO: 5 You are employed as an administrator for your company’s 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? A. B. Yes, it doesNo, it does not
Answer: B
QUESTION NO: 6 You are employed as an administrator for yourimplementation. company’s Dynamics 365 for Customer Service
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? A. Yes, it does B. No, it does not Answer: B
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? A. Service management. B. C. Security settings.System settings D. All customer service calendars. Answer: A, D
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 servicecases 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? A. Yes, it does B. 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 forcustomer service representatives.
A. No adjustment required. B. C. OrganizationBusiness unit D. Remove Answer: B
QUESTION NO: 12 You make use of Dynamics 365 Customer Service. You have recently acquired Omnichannel forCustomer Service.
You want to make sure that the system automatically asks questions prior to the chat beginning. Which of the following actions should you take? A. You should configure a pre-conversation survey. B. C. You should configure Customer Voice.You should configure a Teams channel. D. You should configure an SMS channel. Answer: A
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 client’s credit card data in a live chat. Which of the following actions should you take? A. B. You should configure a business rule.You should configure a data masking rule. C. You should configure data encryption. D. You should configure a routing rule. Answer: B
QUESTION NO: 14 You are employed as an administrator for yourenvironment. company’s Dynamics 365 for Customer Service
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. B. A Customer IDAn Account ID C. D. An Auth TokenAn API Key
Answer: B, C
QUESTION NO: 15
Answer: A
QUESTION NO: 18 Your company makes use of Dynamics 365 for Customer Service. You employed as a customerservice 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? A. B. Yes, it doesNo, it does not
Answer: B
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 merge cases to achieve your goal. Does the action achieve your objective? A. Yes, it does B. No, it does not Answer: B
QUESTION NO: 20 Your company makes use of Dynamics 365 for Customer Service. You employed as a customerservice 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?
A. You should create a system view. B. C. You should create a public view.You should create a personal view. D. You should create a shared view. Answer: C
QUESTION NO: 21 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? A. B. 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. C. D. You should set the source type to service activity.You should set the source type to email.
Answer: A, D
QUESTION NO: 22 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? A. B. OwnerRegarding C. D. AttachmentsNotes
Answer: B
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? A. The approved article must be sent to the Manager. B. C. The approved article must be published.The approved article must be sent back for final edits. D. The approved article’s status must be changed to Active. Answer: B
QUESTION NO: 26 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? A. B. Yes, it doesNo, it does not
Answer: A
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 share the case. Does the action achieve your objective? A. Yes, it does B. No, it does not Answer: B
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 delete the case. Does the action achieve your objective? A. B. Yes, it doesNo, it does not
Answer: B
QUESTION NO: 29 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? A. Yes, it does B. No, it does not Answer: A
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 Quick Find. Does the action achieve your objective? A. Yes, it does B. No, it does not
You are employed as a system administrator for your company’s Dynamics 365 for Customer Service implementation. You have been tasked with making sure that customer service representatives have the ability to addservice-level agreements (SLAs) to a record manually.
You activate the SLA. Does the action achieve your objective? A. B. Yes, it doesNo, it does not
Answer: B
QUESTION NO: 34 You are employed as a system administrator for yourimplementation. company’s Dynamics 365 for Customer Service
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? A. Yes, it does B. No, it does not Answer: B
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. To which of the following should you add the products? What should you do? A. The business rule B. C. The caseThe client’s entitlement D. The client’s profile Answer: C
QUESTION NO: 36 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. A. B. No adjustment required.Business rules C. D. Business process flowSimilarity rules
Answer: A
QUESTION NO: 37 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? A. B. It should be set to Email only.It should be set to Phone only. C. D. It should be set to Email and Phone.It is an unnecessary setting.
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? A. B. Yes, it doesNo, it does not
Answer: B
QUESTION NO: 41 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. A. B. No adjustment required.Tagging C. D. List of ratingsBasic
Answer: A
QUESTION NO: 42 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?
A. .xlsx B. .exe
C. .pdf D. .txt Answer: A, C
QUESTION NO: 43 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 theyno longer want to receive them.
You set the Allow unsubscribe setting to Yes. Does the action achieve your objective? A. Yes, it does B. No, it does not Answer: A
QUESTION NO: 44 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 theyno longer want to receive them.
You add an unsubscribe link to the email message. Does the action achieve your objective? A. Yes, it does B. No, it does not Answer: A
