MB-230-Questions

MB-230
Microsoft Dynamics 365 for Customer Service

Version 1.0

Topic 1, Perform Configuration

QUESTION NO: 1 DRAG DROP
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 list to the answer area.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-
premises/customize/business-process-flows-overview

QUESTION NO: 2
You need to consider the underlined segment to establish whether it is accurate.
When categorizing cases via queues, cases should be categorized as Products.
A. No adjustment required.
B. Services
C. Managed solutions
D. Unmanaged solutions
Answer: A

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QUESTION NO: 3

Which of the following statements is TRUE when designing a business process flow?

A. You can use up to 40 steps for each stage.
B. Each branch can be no more than 10 levels deep.
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

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-
engagement/customize/enhance-business-process-flows-branching

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

Answer: A

Reference:
https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-
premises/customize/business-process-flows-overview

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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. Yes, it does
B. No, it does not
Answer: B
Reference:
https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-
premises/customize/business-process-flows-overview

QUESTION NO: 6
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 stages of the business process flows.
Does the action achieve your objective?
A. Yes, it does
B. No, it does not

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Answer: B

Reference:
https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-
premises/customize/business-process-flows-overview

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. Security settings.
C. System settings
D. All customer service calendars.

Answer: A, D

QUESTION NO: 8

Your company makes use of Dynamics 365 for Customer Service.

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 service cases 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.

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You assign the user the Scheduler security role.
Does the action achieve your objective?
A. Yes, it does
B. No, it does not
Answer: B

QUESTION NO: 9
Your company makes use of Dynamics 365 for Customer Service.
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 service cases 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 System customizer security role.
Does the action achieve your objective?
A. Yes, it does
B. No, it does not
Answer: B

QUESTION NO: 10
Your company makes use of Dynamics 365 for Customer Service.
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.

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Customer service cases 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 for customer service representatives.

A. No adjustment required.
B. Organization
C. Business unit
D. Remove

Answer: B

QUESTION NO: 12
You make use of Dynamics 365 Customer Service. You have recently acquired Omnichannel
for Customer Service.

You want to make sure that the system automatically asks questions prior to the chat
beginning.

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Which of the following actions should you take?

A. You should configure a pre-conversation survey.
B. You should configure Customer Voice.
C. You should configure a Teams channel.
D. You should configure an SMS channel.

Answer: A

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-pre-chat-
survey

QUESTION NO: 13

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. You should configure a business rule.
B. You should configure a data masking rule.
C. You should configure data encryption.
D. You should configure a routing rule.

Answer: B

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/data-masking-settings

QUESTION NO: 14

You are employed as an administrator for your company’s Dynamics 365 for Customer Service
environment.

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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: B, C

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

QUESTION NO: 15

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

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

QUESTION NO: 16

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You need to consider the underlined segment to establish whether it is accurate.
To alter working intervals, you should configure fulfillment preferences.

A. service scheduling
B. No adjustment required.
C. resource scheduling
D. requirement groups
Answer:

Topic 2, Manage cases and the knowledge base

QUESTION NO: 17
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 NO: 18
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?

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

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 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 NO: 20
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

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QUESTION NO: 21

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

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

QUESTION NO: 22

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.

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C You should set the source type to service activity.
D. You should set the source type to email.

Answer: A, D

QUESTION NO: 23

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

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

QUESTION NO: 24

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.

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Answer: B

QUESTION NO: 25

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

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

QUESTION NO: 26

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.

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Answer: B

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 release the case.
Does the action achieve your objective?
A. Yes, it does
B. No, it does not
Answer: A

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 share the case.
Does the action achieve your objective?
A. Yes, it does
B. No, it does not
Answer: B

QUESTION NO: 29

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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 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 Full-text Quick Find.
Does the action achieve your objective?
A. Yes, it does
B. No, it does not
Answer: A
Reference:
https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-
premises/admin/configure-quick-find

QUESTION NO: 31

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

Topic 3, Manage queues, entitlements, and SLAs

QUESTION NO: 32

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

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

QUESTION NO: 33

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

QUESTION NO: 34
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?

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

Answer: B

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

QUESTION NO: 35

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

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

QUESTION NO: 36

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.

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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 NO: 37
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 NO: 38
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?

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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

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

QUESTION NO: 39

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 NO: 40

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.

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Does the action achieve your objective?
A. Yes, it does
B. No, it does not
Answer: A
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-
service/set-up-queues-manage-activities-cases

QUESTION NO: 41
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
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-
service/set-up-queues-manage-activities-cases

Topic 4, Configure Voice of the Customer

QUESTION NO: 42

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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

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

QUESTION NO: 43

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: 44

You are responsible for creating surveys via Voice of the Customer (VoC).

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You want to make sure that clients who currently receive surveys are able to unsubscribe
when they no 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

Reference:
https://www.inogic.com/blog/2018/02/exploring-the-unsubscribe-survey-option-in-voice-
of-customer-in-dynamics-365-crm/

QUESTION NO: 45

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 they no 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
Reference:
https://www.inogic.com/blog/2018/02/exploring-the-unsubscribe-survey-option-in-voice-
of-customer-in-dynamics-365-crm/

QUESTION NO: 46

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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 they no longer want to receive them.

You add an Unsubscribe check box after every question.

Does the action achieve your objective?

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

Answer: B

Reference:
https://www.inogic.com/blog/2018/02/exploring-the-unsubscribe-survey-option-in-voice-
of-customer-in-dynamics-365-crm/

QUESTION NO: 47

You are responsible for creating surveys via Voice of the Customer (VoC).

You want to make sure that an escalation is activated in support by VoC survey responses.

Which of the following actions should you take?

A. You should make use of the VoC – Process Survey Response workflow.
B. You should make use of the VoC – Close Survey Activity workflow.
C. You should make use of the VoC – Convert Response To Feedback Entity workflow.
D. You should make use of the VoC – Convert Survey Response To Campaign Response
workflow.

Answer: A

Reference:
https://ph.microsoftcrmportals.com/knowledgebase/article/KA-01022/en-us

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QUESTION NO: 48
You are responsible for designing surveys via Voice of the Customer (VoC).
You want to make sure that the design allows for questions to be shown or hidden according
to answer selected.
You include Client-side routing in the design.
Does the action achieve your objective?
A. Yes, it does
B. No, it does not
Answer: A
Reference:
https://www.inogic.com/blog/2016/10/display-survey-questions-conditionally-for-voice-of-
customer-in-dynamics-crm-2016/

QUESTION NO: 49
You are responsible for designing surveys via Voice of the Customer (VoC).
You want to make sure that the design allows for questions to be shown or hidden according
to answer selected.
You include the Tagging feature in the design.
Does the action achieve your objective?
A. Yes, it does
B. No, it does not
Answer: A
Reference:

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https://www.inogic.com/blog/2016/10/display-survey-questions-conditionally-for-voice-of-
customer-in-dynamics-crm-2016/
QUESTION NO: 50
You are responsible for designing surveys via Voice of the Customer (VoC).
You want to make sure that the design allows for questions to be shown or hidden according
to answer selected.
You include the Piping feature in the design.
Does the action achieve your objective?
A. Yes, it does
B. No, it does not
Answer: A
Reference:
https://www.inogic.com/blog/2016/10/display-survey-questions-conditionally-for-voice-of-
customer-in-dynamics-crm-2016/

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