Expert Answers to Microsoft Exam MB-230 Questions

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Dynamics 365 for Customer Service Functional Consultant Associate Microsoft Dynamics 365 Customer Service Functional Consultant

Microsoft Dynamics 365 Customer Service Functional Consultant

Last Update May 19, 2024
Total Questions : 283

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Questions 4

You are a Dynamics 365 Customer Service system administrator.

You are unable to add 20 hours of phone time to the Entitlement channel.

You need to determine the reason you are unable to add the hours.

What are three possible reasons? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

Options:

The Entitlement has been canceled.

The Entitlement is in draft mode.

The Entitlement is in active mode.

The Entitlement start date is in the future.

The Entitlement expiration date has passed.

Discussion 0

Questions 5

You manage Dynamics 365 Customer Service. You have a routing rule set named CustomerResolution that assigns general inquiry cases to a queue named GeneralInquiry.

You need to assign technical support cases to a queue named TechSupport.

Which four 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.

Questions 5

Options:

Discussion 0

Questions 6

You are a customer service manager. You define an enhanced service-level agreement (SLA).

You need to accurately record the time spent on cases by customer service representatives.

What should you do?

Options:

Implement workflows on demand for the case entity

Apply automatic routing rules.

Apply parent-child case settings.

Pause the SLA when the case is on hold.

Discussion 0

Questions 7

You are using Dynamics 365 for Customer Service.

You need to automate the process of adding cases to a queue.

What should you do?

Options:

Use routing rules

Use the convert activities functionality with cases

Use the add to queue button on a case

Use the Assign button on a case

Discussion 0

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