Microsoft Certifications - Exam MB-230| 16 questions and answers

You manage a Dynamics 365 for Customer Service environment.The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entitlement. You need to create the entitlement for the customer. What should you do? A. Create a new template with the dates and terms. Activate the template. B. Delete the old entitlement. Create a new entitlement template. C. Add the new end date to the current entitlement and set new terms. Activate the entitlement. D. Make a copy of the old entitlement. Activate the copy. E. In the old entitlement, zero out the remaining terms and the total terms. Activate the entitlement C. Add the new end date to the current entitlement and set new terms. Activate the entitlement. You are using Dynamics 365 for Customer Service.You need to automate the process of adding cases to a queue.What should you do? A. Use routing rules B. Use the convert activities functionality with cases C. Use the add to queue button on a case D. Use the Assign button on a case A. Use routing rules 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? A. Set the value of the Total terms field for an entitlement to 20. Set the entitlement channel option to Phone. Set the value of the Total terms value to 20. B. Set the value of the Total terms field for an entitlement to 20. Set the entitlement channel option to Email. Set the value of the Total terms field to 20. C. Set the value of the Total terms field for an entitlement to 20. Set the entitlement channel option to Email. Set the value of the Total terms field to 10. Add the Phone option. Set the value of the Total Terms field to 10. D. Set the value of the Total terms field for an entitlement to 20. Set the entitlement channel option to Email. Set the value of the Total terms field to 0. Add the Phone option. Set the value of the Total Terms field to 10. C. Set the value of the Total terms field for an entitlement to 20. Set the entitlement channel option to Email. Set the value of the Total terms field to 10. Add the Phone option. Set the value of the Total Terms field to 10. You are using Dynamics 365 for Customer Service.You need to create the entitlements for your customers.What should you do? A. Create queues for each channel. B. Create an entity for each channel and configure the relationship with the entitlement. C. Configure entitlement channels. D. Configure routing rules. C. Configure entitlement channels. You are a Dynamics 365 for Customer Service administrator.You must track time against enhanced service-level agreements (SLAs).You need to add a timer.Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order. 1) Ensure the entity is enabled for SLA. 2) Create a quick view form for each SLA KPI instance field. 3) Add the quick view forms to the primary entity form. You are a customer service manager for a company using Dynamics 365 for Customer Service.You need to set up queues to manage support. You assign a team to each queue.What type of queue should you configure? A. Personal B. Private C. Business unit D. Public B. Private Next Question You are a Dynamics 365 for Customer Service administrator.You need to implement queues to manage cases.Which queue types should you use? To answer, drag the appropriate queue types to the correct scenarios. Each queue type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content. 1) Set up a product defect queue. Add the defect group as the members for the queue. 2) Set up an unknown queue for anyone to review tickets that are not classified. 3) Set up an escalation queue that enables only upper management to review the tickets. 1) Private 2) Public 3) Private Your company provides clients with Dynamics 365 for Customer Service Voice of the Customer employee satisfaction surveys. The company has a standardized set of survey questions named Satisfaction Survey.You need to customize the survey for each client. Solution: Clone the satisfaction survey and customize the questions. Does the solution meet the goal? A. Yes Your company provides clients with Dynamics 365 for Customer Service Voice of the Customer employee satisfaction surveys. The company has a standardized set of survey questions named Satisfaction Survey.You need to customize the survey for each client. Solution: Open the source survey and the new survey. Drag the questions from the source survey to the new survey. Then customize the questions. Does the solution meet the goal? B. No