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Microsoft MB-230 Exam

Certification Provider: Microsoft
Exam Name: Microsoft Dynamics 365 Customer Service
Number of questions in our database: 105
Exam Version: Jun. 08, 2021
MB-230 Exam Official Topics:
  • Topic 1: Describe Process of Record Creation and Update Rules
  • Topic 2: configure Queues, Holiday Schedule, Holiday Schedule, Customer Service Schedule
  • Topic 3: Configure User Work Hours, Categories and Subjects, Customer Service Security Roles, Goal Management Components
  • Topic 4: Configure Processes, Custom Business Process Flows
  • Topic 5: Implement Business Process Flows from Microsoft AppSource
  • Topic 6: Create and Configure Customer Service Visualizations Configure Customer Service Content Pack for Power BI, Customer Service Dashboards
  • Topic 7: Design and Create Customer Service Charts/ Execute and Analyze Customer Service Reports

Free Microsoft MB-230 Exam Actual Questions

The questions for MB-230 were last updated On Jun. 08, 2021

Question #1

A customer service organization plans to implement knowledge management for a custom entity named Root Cause Analysis.

Users must be able to search, link, and rate knowledge articles. Users must be provided with suggested knowledge articles.

You need to configure Dynamics 365 for Customer Service.

Which three actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

Reveal Solution Hide Solution
Correct Answer: A, C, E

Question #2

A company implements Dynamics 365 for Customer Service. You are assigned a case.

You accidently close the case before completing your work.

You need to ensure that you can continue to work on the case.

What should you do?

Reveal Solution Hide Solution
Correct Answer: B

Question #3

A company uses Dynamics 365 for Customer Service. A case in the queue is routed to you.

You will be going on a vacation.

You need to assign the case to someone else.

What should you do?

Reveal Solution Hide Solution
Correct Answer: A

Question #4

Customer service representatives are not able to manually add service-level agreements (SLAs) to a record.

You need to enable on-demand SLAs.

What should you do?

Reveal Solution Hide Solution
Correct Answer: D

Question #5

You are a Dynamics 365 for Customer Service administrator.

Your company provides standard support contracts for 20 hours of email support. Phone is offered as a

premium service in allotments of 10 incidents.

You need to set up an entitlement template for the standard support.

What should you configure?

Reveal Solution Hide Solution
Correct Answer: B


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