Microsoft Azure

Microsoft Dynamics 365 Customer Service Functional Consultant

MB-230
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Prepare for the MB-230 exam to demonstrate your skills in Microsoft Dynamics 365 Customer Service.

150 questions 0 views Free
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Questions 1–10 of 150

Q1

Which service enhances case resolution in Dynamics 365?

  • A Knowledge Management
  • B Email Marketing
  • C Finance and Operations
  • D Inventory Management
Explanation Knowledge Management provides self-service and guided resolution which improves case handling, unlike the other options that serve different purposes.
Q2

A company needs to automate its customer service responses based on FAQs. Which feature should they implement?

  • A Service Level Agreements
  • B Routing Rules
  • C Power Virtual Agents
  • D Security Roles
Explanation Power Virtual Agents enables automation of responses to FAQs, whereas the other options relate to service management and security aspects.
Q3

What happens when a case is closed but the SLA timer is still running?

  • A SLA timer stops immediately.
  • B SLA timer continues to run.
  • C SLA violations are triggered.
  • D Case remains open until SLA stops.
Explanation The SLA timer continues to run even after the case is closed, ensuring compliance monitoring, while the other options misinterpret SLA behavior.
Q4

Which feature in Dynamics 365 Customer Service enhances automated responses?

  • A Virtual Agent
  • B Email Templates
  • C Service Insights
  • D Chat History
Explanation Virtual Agent enables automated conversational responses, while the others focus on different aspects of customer service.
Q5

A company needs to track customer feedback from multiple sources seamlessly. What feature should they implement?

  • A Unified Service Desk
  • B Customer Voice
  • C Power Automate
  • D Knowledge Management
Explanation Customer Voice is designed specifically for gathering customer feedback, unlike the other options.
Q6

What happens when a case is escalated in Dynamics 365?

  • A It gets closed automatically.
  • B Escalation notification is triggered.
  • C The case priority is reduced.
  • D Customer information is deleted.
Explanation Escalation typically triggers notifications and increases the urgency of the case, unlike the incorrect options.
Q7

Which Dynamics 365 feature helps track customer interactions?

  • A Activity Logs
  • B Customer Insights
  • C Service Level Agreements
  • D Unified Interface
Explanation Activity Logs capture all interactions, while others serve different functions.
Q8

You are configuring entitlements; what is their primary use?

  • A Managing system security roles
  • B Defining service limits for customers
  • C Automating email notifications
  • D Integrating third-party applications
Explanation Entitlements define the service limits for a customer instead of automating processes or integrating apps.
Q9

What happens when a case is escalated in Dynamics 365?

  • A It is deleted permanently
  • B The priority level changes
  • C It cannot be reassigned
  • D All details are lost
Explanation Escalating a case typically increases its priority level to address it faster, unlike other options which imply data loss or handling limitations.
Q10

Which service provides case management in Dynamics 365?

  • A Customer Service Hub
  • B Power BI
  • C Azure DevOps
  • D Office 365
Explanation The Customer Service Hub manages cases effectively; others do not offer case management capabilities.