microsoft mb-230 practice test

A customer has three cases in process and two cases for the current calendar year.
You need to determine how many cases the customer has left on their entitlement.
How many cases are left?

• A. 20
• B. 22
• C. 23
• D. 25

You need to create the SLAs.
Which three SLAs should you create? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

• A. SLA with 24 hours as the failure time and no warning
• B. SLA with 6 hours as the failure time and a one-hour warning
• C. SLA with 6 hours as the failure time and no warning
• D. SLA with one hour as the failure time and no warning
• E. SLA with 24 hours as the failure time and a two-hour warning

DRAG DROP
You need to ensure that customers cannot open more cases than they are allowed.
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:

You need to add SLA timers to the Case form.
Which two options should you configure? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

• A. Create Quick View Form in SLA KPI Instance entity.
• B. Create SLA KPI Instance entity.
• C. Create field in case entity with lookup to SLA KPI Instance.
• D. Create Quick View Form in Case entity with reference to the SLA KPI Instance entity.
• E. Insert subgrid from the SLA KPI Instance entity into the Case Main form.

HOTSPOT
You need to decide which action is applicable in the SLA.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:

DRAG DROP
You need to create an entitlement template. In System Settings, you navigate to Service Management.
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:

You need to create the queue for cases.
What type of queue should you create?

• A. Teams
• B. Public
• C. Product
• D. Private
• E. Service

You need to configure the system so that an email is sent to a manager about the SLAs according to the requirements.
What should you configure?

• A. Failure Action
• B. Warning Action
• C. Applicable When
• D. Success Criteria
• E. Success Action

You need to implement service-level agreements.
Which type of agreements should you implement?

• A. On-demand
• B. Standard
• C. Enhanced
• D. Contact

HOTSPOT
You need to configure the options for the schedule.
Which options should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area: