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 121–130 of 150

Q121

Which service provides automated case resolution in Dynamics 365 Service?

  • A Virtual Agents
  • B Common Data Service
  • C Power BI
  • D Customer Insights
Explanation Virtual Agents automate case resolutions using AI; others do not focus specifically on case resolution.
Q122

A company needs to categorize cases by customer urgency. What should they use?

  • A Service Level Agreements
  • B Knowledge Base Articles
  • C Escalation Rules
  • D Activity Feeds
Explanation Service Level Agreements (SLAs) enable urgency categorization; other options do not address urgency directly.
Q123

You are configuring a queue in Dynamics 365. What happens when a queue item is re-assigned?

  • A The item returns to original owner
  • B It becomes unavailable to all
  • C The item follows new routing rules
  • D The item gets permanently deleted
Explanation Re-assigned items follow new routing rules; other options misrepresent queue item behavior.
Q124

Which service allows you to create knowledge articles for customer service?

  • A Knowledge Management
  • B Social Engagement
  • C Virtual Agent
  • D Customer Insights
Explanation Knowledge Management allows users to create and manage articles, while other options do not serve this specific purpose.
Q125

A company needs to route support tickets based on customer priority levels. Which feature should they utilize?

  • A Business Rules
  • B Auto-Assignment Rules
  • C Service Level Agreements (SLAs)
  • D Queues
Explanation Service Level Agreements (SLAs) enable ticket prioritization based on defined criteria, unlike business rules or queues, which serve different functions.
Q126

What happens when a customer responds to a closed ticket in Dynamics 365 Customer Service?

  • A Ticket automatically reopens
  • B Response is ignored
  • C New ticket is created
  • D Customer is notified
Explanation The ticket automatically reopens to address customer feedback, while the other options do not reflect system behavior in this scenario.
Q127

Which type of scenario would benefit from a Knowledge Base in Dynamics 365 Customer Service?

  • A Improving agent training efficiency
  • B Creating marketing automation campaigns
  • C Managing customer accounts records
  • D Analyzing sales performance metrics
Explanation A Knowledge Base helps agents find solutions quickly for training purposes; the other options do not relate directly to knowledge management.
Q128

A company needs to ensure only certain users can access specific records in Dynamics 365. What should they implement?

  • A Business Rules
  • B Field Level Security
  • C Security Roles
  • D Views
Explanation Security Roles control user access to specific records; the other options do not restrict record access effectively.
Q129

You are configuring email notifications for case updates. What happens when a case is resolved?

  • A No emails are sent automatically
  • B User receives case resolution email
  • C Email is sent to everyone in CRM
  • D Email is delayed by 24 hours
Explanation Users are notified of case resolutions by email if configured; the other options describe scenarios that do not occur.
Q130

Which service allows automated customer service bots to be created?

  • A Power Virtual Agents
  • B Power BI
  • C Call Routing
  • D Knowledge Base
Explanation Power Virtual Agents create automated bots, while others serve different purposes.