[Free] 2019(Nov) EnsurePass Microsoft MB-230 Dumps with VCE and PDF 1-10

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Question No.1

HOTSPOT

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

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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.

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Correct Answer:

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Question No.2

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.

Your company provides clients with Dynamics 365 for Customer Service Voice of the Customer employee satisfaction surveys. The company has a standardized set of survey questions named Satisfaction Survey.

You need to customize the survey for each client.

Solution: Create custom question types. Add the custom question types to a new survey. Customize the questions.

Does the solution meet the goal?

  1. Yes

  2. No

Correct Answer: B

Question No.3

You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer.

You must display the question: Have you used the product before? If the response is Yes, you must display additional questions concerning the product. If the answer is No, you must display a different set of questions concerning other products.

You need to select a survey feature to use. Which survey feature should you use?

  1. Answer tag

  2. Response routing

  3. Piping

  4. List of ratings

  5. Basic

Correct Answer: B

Explanation:

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design- advancedsurvey#design-interactive-surveys-by-using-response-routing

Question No.4

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.

Your company provides clients with Dynamics 365 for Customer Service Voice of the Customer employee satisfaction surveys. The company has a standardized set of survey questions named Satisfaction Survey.

You need to customize the survey for each client.

Solution: Open the source survey and the new survey. Drag the questions from the source survey to the new survey. Then customize the questions.

Does the solution meet the goal?

  1. Yes

  2. No

Correct Answer: B

Question No.5

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?

  1. Add the product to the account

  2. Add the products to the case

  3. Add the products to the customer#39;s entitlement

  4. Add the products to the customer

Correct Answer: C

Question No.6

DRAG DROP

You are a Dynamics 365 for Customer Service administrator. Your company provides support

between 9 a.m. and 5 p.m.

You must add a warning to account records when service representatives do not contact an account within eight business hours of the account being verified.

You need to enable service-level agreements (SLAs) for accounts.

In which order should you perform the actions? To answer, move all actions from the list to the answer area and arrange them in the correct order.

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Correct Answer:

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Question No.7

You are using Dynamics 365 for Customer Service.

You need to automate the process of adding cases to a queue. What should you do?

  1. Use routing rules

  2. Use the convert activities functionality with cases

  3. Use the add to queue button on a case

  4. Use the Assign button on a case

Correct Answer: A

Question No.8

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.

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Correct Answer:

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Question No.9

You send surveys to customers who have opened cases within the past month.

You need to send a summary of the survey results to individuals who do not have a Dynamics 365 license.

What are two possible ways to achieve the goal? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

  1. Run the summary report. Export the report to Microsoft Excel. Send the Excel file to the users.

  2. Run the survey summary report. Send a link to the report from within Dynamics 365.

  3. Create a dashboard of the survey summary reports and share the dashboards with the users.

  4. Create a view with the data, and then email a link.

  5. Run the survey summary report. Print the report to a PDF file. Send the PDF file to the users.

Correct Answer: AE

Question No.10

You manage a Dynamics 365 for Customer Service environment. You create and activate a

routing rule.

You need to modify the routing rule to a target a queue instead of a user. You navigate to routing rule sets.

What should you do first?

  1. Use Lookup to specify the Add to queue value.

  2. Select Edit to the command bar.

  3. Toggle the radio button for Route from user/team to queue.

  4. Deactivate the routing rule.

Correct Answer: D

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