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 91–100 of 150

Q91

Which service allows automated responses to customer inquiries?

  • A Power Virtual Agents
  • B Azure Logic Apps
  • C Microsoft Flow
  • D Power Automate
Explanation Power Virtual Agents is specifically designed for chatbots, unlike the other options which serve broader automation.
Q92

A company needs to escalate customer issues automatically after a certain period. Which feature should they use?

  • A Service Level Agreements
  • B Customer Insights
  • C Knowledge Base
  • D Entitlements
Explanation Service Level Agreements (SLAs) define the response time and escalation procedures for issues.
Q93

What happens when a customer requests information on an inactive case?

  • A The case is automatically reopened
  • B The customer is notified to open a new case
  • C No action occurs in Dynamics 365
  • D An alert is sent to the agent
Explanation Inactive cases cannot be modified, so customers must start a new one for assistance.
Q94

A customer wants to automate email responses for their service requests. Which of the following Dynamics 365 features should they use?

  • A Power Automate
  • B Customer Voice
  • C Sales Insights
  • D Marketing Automation
Explanation Power Automate allows automation, unlike the others.
Q95

What happens when a service SLA is breached in Dynamics 365 Customer Service?

  • A Priority increases automatically
  • B Notifications are sent to managers
  • C Customer receives compensation
  • D Escalation process is initiated
Explanation Breaching a SLA initiates escalation processes.
Q96

You are configuring a Customer Service Hub. Which setting must be enabled to capture case resolution time statistics?

  • A Case Closure Codes
  • B Service Level Agreements
  • C Incident Resolution Logs
  • D Knowledge Base Articles
Explanation Service Level Agreements track resolution time effectively.
Q97

Which service provides automated customer service solutions?

  • A AI Builder
  • B Dynamics 365 Virtual Agent
  • C Power Automate
  • D Power Apps
Explanation Dynamics 365 Virtual Agent specializes in creating chatbots, while others serve different purposes.
Q98

A company needs to automatically assign cases based on Priority levels. What should they configure?

  • A Service Level Agreements
  • B Routing Rules
  • C Business Processes
  • D Case Hierarchies
Explanation Routing Rules enable automatic case assignments based on conditions like Priority.
Q99

You are configuring email notifications for case updates. What happens when no template is assigned?

  • A No email sent
  • B Default template used
  • C Error message displayed
  • D Moderators receive notifications
Explanation If no template is assigned, no email will be sent at all.
Q100

Which service provides a unified view of customer interactions?

  • A Customer Insights
  • B Power BI
  • C Azure Logic Apps
  • D Microsoft Teams
Explanation Customer Insights aggregates customer data for a comprehensive view; Power BI focuses on analytics, Logic Apps on integration, and Teams on communication.