MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant

Question #: 51
Topic #: 6
DRAG DROP –

A company is implementing Omnichannel for Customer Service.

You must set up the system to minimize human error and automate actions. The requirements to set up the system are as follows:

• Representatives must create a new support record when a customer contacts them through chat.
• Knowledge base articles must open in a separate tab when representatives research answers.
• When a knowledge base article resolves a customer issue, representatives must send the article to the customer via chat.

You need to set up the macros.

Which macro type should you use? To answer, drag the appropriate macro types to the correct requirements. Each macro 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.

NOTE: Each correct selection is worth one point.

Suggestion Answer:

Question #: 52
Topic #: 3
HOTSPOT
–

A company installs and services air filtering units for industrial manufacturing plants. The company is implementing Dynamics 365 Customer Service.

Each regional location has only two advanced diagnostic units. The company charges customers a higher rate when the company uses a unit.

You need to configure the system to optimize work scheduling.

What should you configure? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Suggestion Answer:

Question #: 53
Topic #: 4
HOTSPOT –
You must set up the following:
✑ A work stream must be configured to use Twitter.
✑ The cases must automatically go to the next available sales representative.
✑ Any existing case that comes in must be assigned automatically to the sales representative who worked on the case originally.
You need to choose the correct setting.
Which setting should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:

Suggestion Answer:

Question #: 54
Topic #: 5
DRAG DROP –
You need to build a personal dashboard that displays the following charts and views:
Charts:
✑ Number of cases by owner and priority
✑ Products with most cases opened
Views:
✑ Display the number of cases opened in a seven-day period
✑ Display the number of escalated cases
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.
Select and Place:

Suggestion Answer:

Question #: 55
Topic #: 7
A company enables custom context variables on a chat widget.

Users report that the context variables are not being populated on new chats.

You need to troubleshoot the issue by querying the event listeners.

Which listener is required to be running?

A. setContextProvider
B. startProactiveChat
C. startChat
D. getContextProvider
E. initializeNewConversation

Selected Answer: D

Question #: 56
Topic #: 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 support@contoso.com 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?

A. Yes
B. No

Selected Answer: B

Question #: 57
Topic #: 2
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

Selected Answer: B

Question #: 58
Topic #: 10
You need to ensure that claim disputes conform to the defined case life cycle.
What should you configure?

A. Related cases
B. Case Relationships
C. Timeline
D. Status Reason Transition
E. Subject

Selected Answer: D

Question #: 59
Topic #: 2
DRAG DROP –
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.
NOTE: Each correct selection is worth one point.
Select and Place:

Suggestion Answer:

Question #: 60
Topic #: 4
HOTSPOT –
You are implementing Omnichannel for Customer Service for a hospital.
Each customer service agent has a chat capacity of 200.
The implementation requirements are as follows:
Each agent can take no more than two chats at a time.
A new conversation must auto assign to an available agent.
You need to select the conversation options to meet the requirements.
Which options should you configure?
Hot Area:

Suggestion Answer:

Question #: 61
Topic #: 8
Your company makes use of Dynamics 365 for Customer Service.

You have been tasked with configuring available working hours for help desk staff. The staff have different schedules.

You are preparing to configure individual working hours.

Which two of the following options should you configure?

A. Service management.
B. Security settings.
C. System settings
D. All customer service calendars.

Selected Answer: D

Question #: 62
Topic #: 3
A company closes the business each year for nine business days.

You need to configure the system to reflect the business closure while minimizing the number of records that you must create in the system.

What should you create?

A. nine customer service calendar records of a one-day duration
B. two holiday calendar records of a seven-day duration
C. three holiday schedule records of a three-day duration
D. one business closure record of a nine-day duration

Selected Answer: D

Question #: 63
Topic #: 6
You are configuring Dynamics 365 Customer Service workspaces.

Users want to use minimal keystrokes and easy-to-use navigation to open multiple sessions.

You need to configure the simplified navigation experience.

What should you do?

A. Run the simplified navigation settings code in the browser console window within Dynamics 365 Customer Service.
B. Enable the appropriate features in the Power Platform admin center of the Dynamics 365 Customer Service environment.
C. Configure the settings in the Agent Experience area of the Customer Service Hub.
D. Configure the settings in the administration console.

Selected Answer: B

Question #: 64
Topic #: 1
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.

A. Goal
B. Case
C. Letter
D. Social activity
E. Rollup queries

Selected Answer: BCD

Question #: 65
Topic #: 5
You are implementing Dynamics 365 Customer Service Insights.
The product manager would like to see product sales trends by age group. The groupings are as follows:
✑ Ages 18 and younger
✑ Ages 19-25
✑ Ages 26-40
✑ Ages 41-55
✑ Ages 56 and older
You need to configure the system.
What should you define?

A. activity
B. measure
C. segment
D. member

Selected Answer: C

Question #: 66
Topic #: 7
A company uses Dynamics 365 Customer Service.

Agents provide incorrect responses when replying to customer issues.

You need to configure quick replies.

What should you do?

A. Add a macro in Smart assist.
B. Add a quick reply to a workstream.
C. Create a new quick reply with the category name as the title.
D. Create a new tag for each quick reply.

Selected Answer: C

Question #: 67
Topic #: 4
HOTSPOT
–

A company is implementing Omnichannel for Customer Service.

The company plans to release a new product in the following markets: Germany, Spain, and France.

Before the product launches, one agent from each country/region will receive training on the new product. The agents are included as part of a new team for the product. Each agent is part of a team specific to the country/region that they serve.

Inquiries about the new product must be routed as follows:

1. Route inquiries to an agent who knows the new product and is fluent in the language of the caller.
2. Route inquiries to an agent who knows the new product but speaks only a bit of the language of the caller.
3. Route inquiries to an agent who speaks all caller languages but does not know the new product.

You need to configure the system.

Which feature should you use? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Suggestion Answer:

Question #: 68
Topic #: 2
HOTSPOT –
You are a Dynamics 365 for Customer Service administrator.
Members of the customer support staff must not be available on public holidays in the year 2021.
You need to configure holiday schedules.
Which actions should you perform? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:

Suggestion Answer:

Question #: 69
Topic #: 5
A company is implementing Customer Service Insights.

Users need to understand customer data in more detail.

You need to complete the initial configuration of the workspaces.

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

NOTE: Each correct selection is worth one point.

A. Add an agent permission role to the required users.
B. Add a viewer permission role to the required users.
C. Connect Customer Service Insights to a Power BI environment.
D. Share the connected workspace with the required users.
E. Connect Customer Service Insights to a Common Data Service environment.

Selected Answer: BCE

Question #: 70
Topic #: 7
You are integrating Power Virtual Agents with Omnichannel for Customer Service.

You create context variables.

You need to complete the handoff process to a human agent.

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

NOTE: Each correct selection is worth one point.

A. In Power Virtual Agents, enter the Power Virtual Agents Application ID.
B. In the Power Virtual Agents topic, add the Transfer to Agent node in the End the conversation node.
C. In the Omnichannel Administration app, add a user as a virtual agent.
D. In Power Virtual Agents, disable the Teams channel.
E. In Power Virtual Agents, select Transfer to agent.

Selected Answer: ABE

Question #: 71
Topic #: 8
Your company makes use of Dynamics 365 for Customer Service.

You have configured a customer service business unit as a parent of a call center, a digital response, and an escalation business unit. These business units all have their own queues. Customer service cases are directed to the correct parties via the queues. You have not amended any security roles.

You have been tasked with making sure that a user in the customer service business unit is able to read queues in both the parent and child business units.

You assign the user the Scheduler security role.

Does the action achieve your objective?

A. Yes, it does
B. No, it does not

Selected Answer: B

Question #: 72
Topic #: 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. Determine whether the solution meets 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.

An electrical engineering company is implementing Dynamics 365 Customer Service.

Engineers schedule work in one-hour blocks.

Engineers who complete a job before the end of the one-hour block must not be able to start a new job in that same block.

Engineers who require part of an additional one-hour block to complete a job must not be able to start a new job in that additional block.

You need to configure the fulfillment preference to meet the requirements.

Proposed solution: Create a timegroup with the preference setting of one hour.

Does the solution meet the goal?

A. Yes
B. No

Selected Answer: D

Question #: 73
Topic #: 1
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?

A. Merge peer branches to a single stage when merging branches.
B. Span the process across 10 unique entities.
C. Combine multiple conditions in a rule by using both the AND and OR operators.
D. Use 40 steps per stage.

Selected Answer: A

Question #: 74
Topic #: 7
HOTSPOT
–

A company uses Omnichannel for Customer Service.

The company has the following requirements for their agents’ conversations with customers:

• Agents must verify a customer’s information when a chat starts.
• Auto search must be enabled for knowledgebase articles based on case title.

You need to enable agent scripts.

Which action types should you use? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Suggestion Answer:

Question #: 75
Topic #: 6
HOTSPOT –

You need to configure security roles for Dynamics 365 Connected Customer Service by using the principle of least privilege.

How should you configure security? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Suggestion Answer:

Question #: 76
Topic #: 5
HOTSPOT
–

You are creating a bar chart that displays the 10 help desk representatives who are resolving the most cases.

You need to ensure that all team members can view the chart. You do not have share privileges.

How should you configure the chart? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Suggestion Answer:

Question #: 77
Topic #: 1
DRAG DROP –
You are a Dynamics 365 for Customer Service administrator.
Your company requires a new phone-to-case business process flow for customer service representatives to follow.
The stages are as follows:
1. Verification
2. Acknowledgement and research
3. Resolution
Customer service representatives must send an email to the customer when a case enters the acknowledgement-and-research stage.
You need to create the required business process flow and components.
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.
Select and Place:

Suggestion Answer:

Question #: 78
Topic #: 4
HOTSPOT
–

You are an Omnichannel supervisor for an inbound call center.

The call center’s customer service rating has decreased over the past few months.

You need to enable analysis to view real-time customer sentiment.

In which configuration area should you enable each requirement? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Suggestion Answer:

Question #: 79
Topic #: 2
HOTSPOT –
You are a Dynamics 365 for Customer Service administrator.
You need to categorize activities and cases by using queues.
How should you categorize each record? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:

Suggestion Answer:

Question #: 80
Topic #: 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. Determine whether the solution meets 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.

An electrical engineering company is implementing Dynamics 365 Customer Service.

Engineers schedule work in one-hour blocks.

Engineers who complete a job before the end of the one-hour block must not be able to start a new job in that same block.

Engineers who require part of an additional one-hour block to complete a job must not be able to start a new job in that additional block.

You need to configure the fulfillment preference to meet the requirements.

Proposed solution: Configure the working hours calendar to allow one-hour resource booking blocks.

Does the solution meet the goal?

A. Yes
B. No

Selected Answer: D

Question #: 81
Topic #: 5
HOTSPOT
–

You are a Dynamics 365 administrator.

You need to determine which type of dashboard needs to be created for different scenarios.

Which dashboard type should you use? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Suggestion Answer:

Question #: 82
Topic #: 1
HOTSPOT –
You are a Dynamics 365 for Customer Service administrator.
You need to manage business process flows.
What should you configure? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:

Suggestion Answer:

Question #: 83
Topic #: 6
You are a customer service representative for a company that uses Dynamics 365 Customer Service.

When customer service representatives find records that meet specific criteria, they must be able to do the following:

• Open the records in a new tab.
• Open a single record in a new session.
• Open a single record in an existing session on a new tab.

You need to meet the requirements.

Which two actions should you perform? Each correct answer part of a complete solution.

NOTE: Each correct selection is worth one point.

A. Use Global search.
B. Use the Customer Service Hub.
C. Use session templates and application tab templates.
D. Use Open Record Set.
E. Use a Customer Service workspace.

Selected Answer: AE

Question #: 84
Topic #: 2
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?

A. Customer service manager
B. Scheduler
C. Customer service representative
D. System customizer

Selected Answer: C

Question #: 85
Topic #: 8
Your company makes use of Dynamics 365 for Customer Service.

You have configured a customer service business unit as a parent of a call center, a digital response, and an escalation business unit. These business units all have their own queues. Customer service cases are directed to the correct parties via the queues. You have not amended any security roles.

You have been tasked with making sure that a user in the customer service business unit is able to read queues in both the parent and child business units.

You assign the user the CSR Manager security role.

Does the action achieve your objective?

A. Yes, it does
B. No, it does not

Selected Answer: D

Question #: 86
Topic #: 7
You are creating a Power Virtual Agents chatbot to handle common customer inquiries.

A manager reports that some inquiries are not routing to the appropriate customer service representatives. You observe that one node is inactive.

You need to determine why the node is inactive.

What should you use?

A. Maker portal
B. Supervisor dashboard
C. Test bot pane
D. Topic checker

Selected Answer: B

Question #: 87
Topic #: 4
You are configuring a queue in Omnichannel for Customer Service for a call center.

You need to complete the queue configuration using the minimal number of actions.

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

NOTE: Each correct selection is worth one point.

A. Configure the mailbox for the queue
B. Set the record creation and update rules for the queue
C. Set the queue priority for the queue
D. Enable the queue for auto work distribution

Selected Answer: B

Question #: 88
Topic #: 6
DRAG DROP –

You create an IoT Central application to integrate with Dynamics 365 Customer Service Connected Customer Experience.

You need to configure the application.

Which features should you use? To answer, drag the appropriate features to the correct requirements. Each feature 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.

NOTE: Each correct selection is worth one point.

Suggestion Answer:

Question #: 89
Topic #: 1
HOTSPOT –
You are implementing Dynamics 365 for Customer Service.
You need to set up available working hours to help desk representatives who have varying schedules.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:

Suggestion Answer:

Question #: 90
Topic #: 3
DRAG DROP
–

A company implements Dynamics 365 Customer Service.

You are setting up scheduling to dispatch repair technicians. You encounter the following issues:

• You are unable to create a new organizational unit.
• Repair technicians are accidentally scheduled to work on days when company is on holiday.
• RepairTechnicianA does not appear on the schedule for Fridays for any issue.

You need to resolve the issues.

What should you modify to correct the issues? To answer, drag the appropriate resolutions to the correct issues. Each source 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.

NOTE: Each correct selection is worth one point.

Suggestion Answer:

Question #: 91
Topic #: 2
HOTSPOT –
You are configuring a Dynamics 365 for Customer Service instance.
Customer service manager cannot create new entitlements for customer service representatives.
You need to ensure that customer service managers can add new entitlement templates and knowledge base records for customer service representatives.
Which access levels should you apply? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:

Suggestion Answer:

Question #: 92
Topic #: 7
You are customizing an Omnichannel for Customer Service implementation.

You need to configure the escalation process to a human agent.

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

NOTE: Each correct selection is worth one point.

A. In the Power Virtual Agent topic, add the Transfer to agent node.
B. Add a context variable in Power Virtual Agents to escalate the conversation.
C. Select a context variable in Omnichannel and update the information from Power Virtual Agents.
D. Add a bot user to the Omnichannel queue.
E. Set the operating hours to escalate a conversation.

Selected Answer: D

Question #: 93
Topic #: 8
You need to consider the underlined segment to establish whether it is accurate.

A customer service manager requires the __Append__ access level to add new entitlement templates for customer service representatives.

A. No adjustment required.
B. Organization
C. Business unit
D. Remove

Selected Answer: D

Question #: 94
Topic #: 5
A customer needs to know how data from third-party applications can be reported on in a Customer Service Insights dashboard.

You need to advise the customer on how to display the data.

What should the customer use?

A. lead and opportunity data from Common Data Service
B. call intelligence data from Common Data Service
C. Bing web search for data creation data in Common Data Service
D. data integration data maps with Common Data Service

Selected Answer: A

Question #: 95
Topic #: 7
DRAG DROP
–

You must create a custom web portal to support customer service processes. The portal must allow customers to chat with customer service if the customer initiates a chat conversation.

You need to embed the chat widget into the web portal.

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.

Suggestion Answer:

Question #: 96
Topic #: 5
HOTSPOT
–

A company uses Dynamics 365 Customer Service. The company installs Dynamics 365 Customer Service Insights.

The company wants to use dashboards to report phone calls and emails to monitor the productivity of representatives.

You need to perform the configuration.

Which configuration should you use? To answer, select the appropriate configurations in the answer area.

NOTE: Each correct selection is worth one point.

Suggestion Answer:

Question #: 97
Topic #: 3
HOTSPOT
–

A company installs and services air filtration units for industrial manufacturing plants. The company is implementing Dynamics 365 Customer Service.

Each regional location supports a specific geographic region. Installers and service technicians are dispatched from these regional locations.

You need to configure the system to optimize work scheduling.

How should you configure the system? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Suggestion Answer:

Question #: 98
Topic #: 1
DRAG DROP –
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.
Select and Place:

Suggestion Answer:

Question #: 99
Topic #: 2
DRAG DROP –
You are a Dynamics 365 for Customer Service system administrator.
You need to create service-level agreements (SLAs) to meet company requirements.
What SLA types should you use? To answer, drag the appropriate SLA types to the correct requirements. Each SLA 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.
NOTE: Each correct selection is worth one point.
Select and Place:

Suggestion Answer:

Question #: 100
Topic #: 4
You are implementing Omnichannel for Customer Service for a company.

The company has set up dedicated teams to handle inquiries from different social platforms. Each team member specializes in a specific product line from the company. However, the team members must be able to pick up any inquiry coming into the team.

You need to configure the system.

Which two components should you configure? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A. Create a work item trigger
B. Turn on Agent Affinity
C. Create a Parent Child attribute
D. Create a routing rule
E. Turn on a custom listener

Selected Answer: AD