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 101–110 of 150

Q101

A company needs to automate repetitive email responses. Which feature would best achieve this?

  • A Custom Workflow
  • B Email Templates
  • C Power Automate
  • D Queue Management
Explanation Power Automate is designed for automation; custom workflows require additional setup, email templates lack automation capability, and queue management does not automate responses.
Q102

What happens when a customer completes a satisfaction survey in Dynamics 365?

  • A Survey data is not stored
  • B It triggers a standard email response
  • C Feedback is recorded for analytics
  • D The survey is deleted immediately
Explanation The feedback is recorded for analytics purposes; data is stored, no automation occurs by default, and surveys are not deleted unless specified.
Q103

Which feature allows for automated case resolution in Dynamics 365 Customer Service?

  • A AI-driven suggestions
  • B Unified Service Desk
  • C Knowledge Base integration
  • D Email routing
Explanation Knowledge Base integration provides AI-driven case resolution; others assist but do not automate.
Q104

A company needs to analyze customer interactions over time. Which Dynamics 365 tool would be most effective?

  • A Dashboards
  • B Customer Insights
  • C Power BI
  • D Service Level Agreements
Explanation Customer Insights aggregates data for interaction analysis; Dashboards present data visually.
Q105

You are configuring a queue in Dynamics 365. What happens when an item is placed in the queue?

  • A It is permanently deleted.
  • B It gets assigned to an agent.
  • C It remains unassigned until picked.
  • D It triggers a notification to admin.
Explanation Items in queues remain unassigned until an agent takes action; others are incorrect due to functionality misunderstanding.
Q106

Which entity is primarily responsible for maintaining customer records in Dynamics 365 Customer Service?

  • A Contact
  • B Case
  • C Account
  • D User
Explanation Accounts are the primary records for customer identities, whereas contacts are individuals associated with accounts.
Q107

A company needs to track service level agreement (SLA) breaches. What should the consultant recommend?

  • A Use Dashboards
  • B Configure SLAs
  • C Create Views
  • D Send Notifications
Explanation Configuring SLAs directly tracks and manages service levels effectively, unlike dashboards or views which only display data.
Q108

What happens when a case is resolved in Dynamics 365 Customer Service?

  • A It is deleted
  • B It remains open
  • C It becomes inactive
  • D It closes and must be reactivated
Explanation Resolved cases are marked as inactive but retain a record for analysis; closed cases can no longer be edited.
Q109

A company needs to track customer service cases consistently. Which feature should they use?

  • A Integrated case management
  • B Social media monitoring
  • C Customization platform
  • D Interactive voice response system
Explanation Integrated case management provides a structured way to track customer cases, while other options don't cater to case tracking.
Q110

What happens when a customer escalates a case in Dynamics 365?

  • A It automatically closes the case
  • B It assigns a new priority level
  • C It triggers an automatic survey
  • D It alerts external stakeholders
Explanation Escalating a case usually increases its priority level to ensure swift resolution, while the other options do not accurately reflect the escalation process.