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 Dec 1, 2023
Total Questions : 266

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Questions 4

You manage Dynamics 365 Customer Service. You have a routing rule set namedCustomerResolutionthat assigns general inquiry cases to a queue namedGeneralInquiry.

You need to assign technical support cases to a queue namedTechSupport.

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 4

Options:

Discussion 0

Questions 5

You are helping a company implement Power Virtual Agents with Omnichannel for Customer Service.

The company has a chatbot that escalates to a manager if a customer wants to escalate from a chatbot.

You need to configure a prerequisite before you can implement the chatbot.

Which prerequisite should you configure?

Options:

Configure context variables for a chatbot.

Create one chatbot in one queue with a human having a higher capacity over the chatbot.

Create one chatbot in one queue with the chatbot having the highest capacity over human capacity.

Configure a Microsoft Teams support channel for the chatbot.

Configure an SMS channel for a chatbot.

Discussion 0

Questions 6

You are a Dynamics 365 Customer Service administrator.

You are configuring a case dashboard.

You need to filter the dashboard to show only escalated cases and cases that are marked as Request.

Which filter should you use?

Options:

Timeframe

Priority

Global

Visual

Discussion 0

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Questions 7

A company sells and services bicycles. The company uses Dynamics 365 Sales and Dynamics 365 Customer Service. You create a custom table named Bicycle

A user tries to create a personal view with information from the Bicycle table. The user wants to add customer information from the Account table, but the columns are unavailable

You need to make the Account columns available to the Bicycles table.

What should you configure?

Options:

Create a relationship between the Account table and the Bicycles table.

Add the same columns to both the Bicycles table and the Account table.

Add the system administrator security role to the user ID of the salesperson.

Create two separate views: one in the Bicycles table and one in the Account table.

Create the personal view from the Account table.

Discussion 0

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