microsoft mb-230 practice test

Microsoft Dynamics 365 for Customer Service

Note: Test Case questions are at the end of the exam
Last exam update: May 13 ,2024
Page 1 out of 13. Viewing questions 1-15 out of 192

Question 1 Topic 7, Mixed Questions

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
Answer:

D

User Votes:
A
50%
B
50%
C
50%
D
50%

Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/use-external-data-sources

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Question 2 Topic 7, Mixed Questions

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.
Hot Area:

Answer:

Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-dashboard

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Question 3 Topic 7, Mixed Questions

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
Answer:

B

User Votes:
A
50%
B
50%
C
50%
D
50%

Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-insights/audience-insights/measures

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Question 4 Topic 7, Mixed Questions

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:

Answer:

Explanation:
Reference: https://docs.microsoft.com/en-us/powerapps/user/track-your-progress-with-dashboard-and-charts

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Question 5 Topic 7, Mixed Questions

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?

  • A. Timeframe
  • B. Priority
  • C. Global
  • D. Visual
Answer:

C

User Votes:
A
50%
B
50%
C
50%
D
50%

Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-dashboard

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Question 6 Topic 7, Mixed Questions

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.
Hot Area:

Answer:

Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/dashboard-kpisummary
https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/dashboard-caseresolutions

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Question 7 Topic 7, Mixed Questions

HOTSPOT
You view the interactive dashboard in the Microsoft Dynamics 365 Customer Service Hub.

Use the drop-down menus to select the answer choice that answers each question based on the information presented in
the graphic.
NOTE: Each correct selection is worth one point.
Hot Area:

Answer:

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Question 8 Topic 7, Mixed Questions

Your organization plans to use Microsoft Power BI to access and analyze data in Dynamics 365 for Customer Service.
You need to configure a Power BI connection to a Dynamics 365 organization named Contoso.
Which service URL should you use?

  • A. https://contoso.crm.dynamics.com
  • B. https://disco.crm.dynamics.com/xrmservices/2011/discovery.svc
  • C. https://contoso.api.crm.dynamics.com/xrmservices/2011/organization.svc
  • D. https://disco.crm.dynamics.com/api/discovery/v9.1
Answer:

A

User Votes:
A
50%
B
50%
C
50%
D
50%
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Question 9 Topic 7, Mixed Questions

DRAG DROP
You are customizing a Dynamics 365 for Customer Service implementation.
The call center manager requires a visual representation that includes the number of resolved cases by month for each call
center agent. The chart must be visible to all users within the service area.
You need to create the chart.
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:

Answer:

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Question 10 Topic 7, Mixed Questions

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.
Hot Area:

Answer:

Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/developer/customize-
dev/understand-charts-underlying-data-chart-representation?view=op-9-1

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Question 11 Topic 7, Mixed Questions

You are an Omnichannel supervisor at a company. You install a dashboard in Power BI.
You need to ensure that managers are able to access the intraday insights dashboard.
What should you do?

  • A. From the supervisor configuration, add all users to the intraday insights dashboard.
  • B. From the agent configuration, promote the users to supervisors.
  • C. From universal service desk, enable all dashboards.
  • D. From the supervisor configuration, add the required users.
  • E. From Power BI, share the dashboard with the entire organization.
Answer:

D

User Votes:
A
50%
B
50%
C
50%
D
50%
E
50%

Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-intraday-dashboard-supervisor

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Question 12 Topic 7, Mixed Questions

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
Answer:

A D

User Votes:
A
50%
B
50%
C
50%
D
50%
E
50%

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/routing-work-distribution-oca

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Question 13 Topic 7, Mixed Questions

HOTSPOT
You are implementing Omnichannel for Customer Service for a call center.
The call center manager needs to be able to track agents performance.
You need to configure the intraday insights dashboard to meet the requirement.
Which configurations should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:

Answer:

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-intraday-dashboard-supervisor

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Question 14 Topic 7, Mixed Questions

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
Answer:

C D

User Votes:
A
50%
B
50%
C
50%
D
50%

Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/queues-omnichannel

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Question 15 Topic 7, Mixed Questions

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.
Hot Area:

Answer:

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