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[September-2021]New Braindump2go MB-230 PDF and MB-230 VCE Dumps[Q170-Q197]

September/2021 Latest Braindump2go MB-230 Exam Dumps with PDF and VCE Free Updated Today! Following are some new MB-230 Real Exam Questions:

QUESTION 170
You are employed as an administrator for your company’s Dynamics 365 for Customer Service environment.
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. A Customer ID
B. An Account ID
C. An Auth Token
D. An API Key

Answer: BC
Explanation:
https://neilparkhurst.com/2020/11/06/omnichannel-for-customer-service-twilio-for-sms/

QUESTION 171
You are employed as an administrator for your company’s 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?

A. You should configure the use of a timeframe filter.
B. You should configure the use of a priority filter.
C. You should configure the use of a global filter.
D. You should configure the use of a visual filter.

Answer: D
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-dashboard#visual-filter

QUESTION 172
You need to consider the underlined segment to establish whether it is accurate.
The status reason for a Cancelled case status will read Researching.

A. No adjustment required.
B. Waiting for details
C. Merged
D. On hold

Answer: C

QUESTION 173
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?

A. Yes, it does
B. No, it does not

Answer: A

QUESTION 174
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?

A. Yes, it does
B. No, it does not

Answer: B

QUESTION 175
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 176
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?

A. You should create a system view.
B. You should create a public view.
C. You should create a personal view.
D. You should create a shared view.

Answer: C
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/customize/create-edit-views

QUESTION 177
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. You should configure the rule to generate a case if a valid entitlement exists.
B. You should configure the rule to send automatic email responses to customers when records are created.
C. You should set the source type to service activity.
D. You should set the source type to email.

Answer: AD

QUESTION 178
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. Owner
B. Regarding
C. Attachments
D. Notes

Answer: B
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/basics/add-phone-call-task-email-appointment-activity-case-record

QUESTION 179
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?

A. You should create a new case based on the one that was accidentally closed.
B. You should reactivate the closed case.
C. You should reallocate the closed case
D. You should create a new case and merge it with the closed case.

Answer: B

QUESTION 180
You are employed as an administrator for your company’s 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?

A. The state of the case will change to Resolved and the state will change to Canceled.
B. The state of the case will change to Merged and the state will change to Merged.
C. The state of the case will change to Deleted and the state will change to Resolved.
D. The state of the case will change to Canceled and the state will change to Merged.

Answer: D
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-merge-cases

QUESTION 181
You are employed as an administrator for your company’s 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?

A. The approved article must be sent to the Manager.
B. The approved article must be published.
C. The approved article must be sent back for final edits.
D. The approved article’s status must be changed to Active.

Answer: B

QUESTION 182
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. Yes, it does
B. No, it does not

Answer: A

QUESTION 183
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 184
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. Yes, it does
B. No, it does not

Answer: B

QUESTION 185
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
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/admin/configure-quick-find

QUESTION 186
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

Answer: A
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/admin/configure-quick-find

QUESTION 187
You are employed as a system administrator for your company’s 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?

A. Atypical
B. KPI
C. Enhanced
D. Standard

Answer: B
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-level-agreements

QUESTION 188
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 add service-level agreements (SLAs) to a record manually.
You add the SLA field to the entity form.
Does the action achieve your objective?

A. Yes, it does
B. No, it does not

Answer: A
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-level-agreements

QUESTION 189
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 add service-level agreements (SLAs) to a record manually.
You activate the SLA.
Does the action achieve your objective?

A. Yes, it does
B. No, it does not

Answer: B
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-level-agreements

QUESTION 190
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 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
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-level-agreements

QUESTION 191
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. The case
C. The client’s entitlement
D. The client’s profile

Answer: C

QUESTION 192
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. No adjustment required.
B. Business rules
C. Business process flow
D. Similarity rules

Answer: A

QUESTION 193
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. It should be set to Email only.
B. It should be set to Phone only.
C. It should be set to Email and Phone.
D. It is an unnecessary setting.

Answer: A
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entitlements-templates

QUESTION 194
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?

A. You should configure business rules.
B. You should configure a business process flow.
C. You should configure entitlement channels.
D. You should configure routing rules.

Answer: C

QUESTION 195
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.
Does the action achieve your objective?

A. Yes, it does
B. No, it does not

Answer: A
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queues-manage-activities-cases

QUESTION 196
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?

A. Yes, it does
B. No, it does not

Answer: B
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queues-manage-activities-cases

QUESTION 197
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. No adjustment required.
B. Tagging
C. List of ratings
D. Basic

Answer: A
Explanation:
https://www.inogic.com/blog/2016/10/display-survey-questions-conditionally-for-voice-of-customer-in-dynamics-crm-2016/


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