MB-230 시험 - Microsoft실제시험문제와 답 - 63문항

Question No : 1

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.

정답:

Explanation:
Graphical user interface, application
Description automatically generated

Question No : 2

HOTSPOT
You use Dynamics 365 for Customer Service.
You need to merge cases.
What is the outcome for the merge process? To answer, select the appropriate configuration in the answer area. NOTE: Each correct selection is worth one point.

정답:

Question No : 3

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:
✑ Verification
✑ Acknowledgement and research
✑ 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.

정답:

Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/create-business-process-flow
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/workflow-processes

Question No : 4

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.

정답:

Explanation:
References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-levelagreements

Question No : 5

HOTSPOT
You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review.
You approve some articles and revert some articles to draft status.
For each action, what should you do next? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

정답:

Question No : 6

A company uses Dynamics 365 Customer Service.
You are configuring the advanced similarity rules. You create a similarity rule on cases and put an exact match for the Modified On field in the Match Fields tab.
You test the rule and discover that exact matches do not appear.
You need to determine why the rule is not working.
What are two possible reasons why the rule is not working? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

A.A Power Automate flow was not created.
B.The similarity rule is deactivated.
C.The security role is not set to run the similarity rule.
D.The similarity rule was not published.
E.The Modified On field is not set to searchable in the customization of the case entity in the solution.

정답:
Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/suggest-similar-cases-for-a-case

Question No : 7

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.

정답:
Explanation:
References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/enhance-business-processflows-branching

Question No : 8

HOTSPOT
A company is evaluating Dynamics 365 Customer Service Insights.
The company decides to use the sample data environment to expedite the evaluation process.
You need to recommend a dashboard.
Which dashboard should you recommend? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

정답:

Explanation:
Graphical user interface, text, application
Description automatically generated

Question No : 9

DRAG DROP
You are a customer service representative using Dynamics 365 Customer Service Hub.
You need to link the knowledge base records that relate to cases and send articles to customers.
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 them correct order.

정답:

Question No : 10

You are a customer service manager using Dynamics 365 for Customer Service.
You need to restrict support to the products that a customer has purchased.
What should you do?

A.Add the product to the account
B.Add the products to the case
C.Add the products to the customer’s entitlement
D.Add the products to the customer

정답:

Question No : 11

A company uses Dynamics 365 for Customer Service. A case in the queue is routed to you.
You will be going on a vacation.
You need to assign the case to someone else.
What should you do?

A.Release the case.
B.Route the case to another queue.
C.Share the case.
D.Escalate the case

정답:

Question No : 12

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?

A.Set the closure preference setting to Don’t allow parent case closure until all child cases are closed.
B.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.
C.Create a business rule.
D.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.

정답:

Question No : 13

HOTSPOT
A client plans to implement a case resolution process.
Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

정답:

Question No : 14

DRAG DROP
You are a Dynamics 365 for Customer Service administrator. You are using Voice of the Customer and are reviewing survey
A survey responder marked 10 percent for overall satisfaction.
You need to ask additional questions based on the response.
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.

정답:

Explanation:
References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey

Question No : 15

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?

정답:

Explanation:
Graphical user interface, table
Description automatically generated

Microsoft MB-230 시험