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 111–120 of 150

Q111

You are configuring automatic email notifications for case updates. Which setting needs adjustment?

  • A Email template
  • B Case sensitivity settings
  • C User role permissions
  • D Service level agreements
Explanation Adjusting the email template ensures the notifications are sent appropriately, while the other options do not influence email notifications.
Q112

Which service allows integration of email with Dynamics 365?

  • A Dynamics 365 App for Outlook
  • B Power BI
  • C Microsoft Teams
  • D Azure Functions
Explanation The Dynamics 365 App for Outlook directly integrates email, while the others serve different purposes.
Q113

A company needs to track customer service cases with SLA requirements. What should they configure?

  • A Service Level Agreements (SLA)
  • B Custom Entities
  • C Power Automate flows
  • D Business Process Flows
Explanation SLA is specifically designed for tracking case response times, unlike the other options.
Q114

You are configuring a new agent in Dynamics 365 Customer Service. What happens when the agent is assigned a case?

  • A They lose access to previous cases
  • B They automatically get assigned to all cases
  • C They receive a notification of the case
  • D They gain permissions for new roles
Explanation Agents receive notifications to stay informed about assigned cases, while other options are incorrect interactions.
Q115

Which service is primarily used for case management in Dynamics 365?

  • A Customer Service Hub
  • B Sales Hub
  • C Marketing Hub
  • D Field Service Hub
Explanation The Customer Service Hub is specifically designed for case management, while the other hubs serve different functions.
Q116

A company needs to create a custom entity in Dynamics 365. What is the first step?

  • A Navigate to Apps
  • B Select the right security role
  • C Access the Entity Designer
  • D Create a new solution
Explanation Creating a custom entity starts with creating a new solution to hold the entity definition, while the other options are subsequent steps.
Q117

What happens when you deactivate a queue in Dynamics 365?

  • A All associated cases are deleted
  • B Queue items are removed from active view
  • C Users are notified about the deactivation
  • D Cases can still be assigned to the queue
Explanation Deactivating a queue removes it from active views, but does not delete queue items or notify users.
Q118

Which service provides automated customer service options in Dynamics 365?

  • A Dynamics 365 Virtual Agent
  • B Azure Active Directory
  • C Common Data Service
  • D Power BI
Explanation The Dynamics 365 Virtual Agent allows for automated customer service capabilities, whereas the others serve different functions.
Q119

A company needs to track customer service interactions across multiple channels. Which feature should they utilize?

  • A Omnichannel Engagement Hub
  • B Templates
  • C Service Level Agreements
  • D Chatbot Integration
Explanation The Omnichannel Engagement Hub centralizes interactions across channels while the others do not provide multichannel tracking.
Q120

What happens when a dynamic routing rule is triggered in Microsoft Dynamics 365?

  • A Ticket closed immediately
  • B Case assigned to appropriate agent
  • C Customer receives a survey
  • D Workflow automation is disabled
Explanation Dynamic routing ensures cases are assigned to the right agent while the other options do not reflect routing rules.