Download Microsoft Dynamics 365 for Customer Service.MB-230.PremDumps.2019-06-25.34q.vcex

Vendor: Microsoft
Exam Code: MB-230
Exam Name: Microsoft Dynamics 365 for Customer Service
Date: Jun 25, 2019
File Size: 712 KB
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Demo Questions

Question 1
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution. 
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen. 
You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd. 
You need to automatically create cases from emails sent to the [email protected] email address. 
Solution: Configure Dynamics 365 to automatically send responses to customers when the record is created.
Does the solution meet the goal?
  1. Yes
  2. No
Correct answer: B
Question 2
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution. 
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen. 
You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd. 
You need to automatically create cases from emails sent to the [email protected] email address. 
Solution: Create an automatic record creation and update rule. Set the Source type to Email, and then select the queue. Configure autoresponse settings.
Does the solution meet the goal?
  1. Yes
  2. No
Correct answer: A
Explanation:
References:https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/automatically-create-case-from-email
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/automatically-create-case-from-email
Question 3
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution. 
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen. 
You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd. 
You need to automatically create cases from emails sent to the [email protected] email address. 
Solution: Create an automatic record creation and update rule. Set the Source type to Service activity, and then select the queue.
Does the solution meet the goal?
  1. Yes
  2. No
Correct answer: B
Question 4
You use Dynamics 365 for Customer Service. 
You need to create business process flows. 
Which three entities can you use? Each correct answer presents part of the solution. 
NOTE: Each correct selection is worth one point.
  1. Goal
  2. Case
  3. Letter
  4. Social activity
  5. Rollup queries
Correct answer: BCD
Question 5
You are configuring a single business process flow in Dynamics 365 for Customer Service. 
You need to design the business process flow. 
What should you do?
  1. Merge peer branches to a single stage when merging branches.
  2. Span the process across 10 unique entities.
  3. Combine multiple conditions in a rule by using both the AND and OR operators.
  4. Use 40 steps per stage.
Correct answer: A
Explanation:
References:https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/enhance-business-process-flows-branching
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/enhance-business-process-flows-branching
Question 6
Your organization plans to use Microsoft Power BI to access and analyze data in Dynamics 365 for Customer Service. 
You need to configure a Power BI connection to a Dynamics 365 organization named Contoso. 
Which service URL should you use?
  1. https://contoso.crm.dynamics.com
  2. https://disco.crm.dynamics.com/xrmservices/2011/discovery.svc
  3. https://contoso.api.crm.dynamics.com/xrmservices/2011/organization.svc
  4. https://disco.crm.dynamics.com/api/discovery/v9.1
Correct answer: A
Question 7
You are a Dynamics 365 system administrator. 
Your customer service team must define goal metrics to track and measure all resolved cases. 
You need to create a goal metric with a rollup field. 
In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.  
Correct answer: To display the answer, ProfExam Simulator is required.
Explanation:
References:https://docs.microsoft.com/en-us/dynamics365/customer-engagement/sales-enterprise/create-edit-goal-metric
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/sales-enterprise/create-edit-goal-metric
Question 8
A company has the following business units:
  • Call center 
  • Customer service 
  • Digital response 
  • Escalation 
The security roles have not been modified. The customer service business unit is the parent of all other business units. Each business unit has its own queues. 
Customer service cases are routed to the appropriate individuals by using the queues. 
You need to ensure that a specific user within the customer service business unit can read all queues within the parent and child business units. 
Which security role should you assign to the user?
  1. Customer service manager
  2. Scheduler
  3. Customer service representative
  4. System customizer
Correct answer: A
Question 9
You are a customer service representative using Dynamics 365 for Customer Service. 
You need to identify and eliminate duplicate cases. 
What should you do?
  1. Configure Dynamics 365 AI for Customer Service
  2. Use business rules
  3. Merge cases 
  4. Use parent-child case relationships
Correct answer: B
Question 10
You are a system administrator for Dynamics 365 for Customer Service. 
All child cases must inherit the product, customer name, case title, and case type from the parent case. Parent cases must not be closed until all child cases are closed. 
You need to configure cases. 
What should you do?
  1. Set the closure preference setting to Don’t allow parent case closure until all child cases are closed.
  2. Set the closure preference setting to Don’t allow parent case closure until all child cases are closed. In Settings, navigate to Customizations. On the case entity, update the Incident-Incident Resolution case relationship field mapping to include the fields.
  3. Create a business rule.
  4. Add the product and case type fields as fields that child cases will inherit from the parent case. Set the closure preference setting to Don’t allow parent case closure until all child cases are closed.
Correct answer: D
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