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 141–150 of 150

Q141

What happens when you assign a case to a team in Dynamics 365 Customer Service?

  • A The case disappears from the backlog
  • B The case is re-assigned to a specific agent
  • C The workload is distributed among team members
  • D The case cannot be closed anymore
Explanation Assigning a case to a team distributes it to members, while the other options misrepresent Dynamics 365 behavior.
Q142

Which service in Dynamics 365 handles customer inquiries using automation?

  • A Power Virtual Agents
  • B Power BI
  • C Dynamics 365 Finance
  • D Dynamics 365 Operations
Explanation Power Virtual Agents facilitates automated customer interactions, while the others do not specialize in this.
Q143

A company needs to customize the service level agreements (SLAs) in Dynamics 365 Customer Service. What should they do first?

  • A Access SLA management area
  • B Create a new case
  • C Delete existing SLAs
  • D Enable Microsoft Teams integration
Explanation Accessing SLA management is essential for customizing SLAs, while the other options are unrelated actions.
Q144

What happens when a customer submits a case via a channel not configured in Dynamics 365 Customer Service?

  • A The case is created automatically
  • B The case is ignored
  • C The user receives a notification
  • D The case is assigned to a queue
Explanation The case is ignored because there are no relevant configurations for it.
Q145

Which feature allows agents to resolve tickets quickly?

  • A Knowledge Base
  • B System Reports
  • C User Profile
  • D Service Level Agreements
Explanation The Knowledge Base provides pre-existing solutions, speeding up ticket resolution.
Q146

A company needs to route customer inquiries based on language preference. What feature in Dynamics 365 can achieve this?

  • A Unified Service Desk
  • B Custom Workflow Automation
  • C Language Queue Routing
  • D Auto-Response Messaging
Explanation Language Queue Routing automatically directs inquiries based on language preference.
Q147

What happens when a customer replies to a closed case in Dynamics 365?

  • A Case reopens automatically
  • B No action occurs
  • C New case is created
  • D Email is ignored
Explanation Closed cases can reopen if a customer replies, allowing further assistance.
Q148

Which feature allows agents to collaborate on cases?

  • A Case Routing
  • B Case Comments
  • C Case Resolution
  • D Customer Insights
Explanation Case Comments facilitate agent collaboration, while others do not.
Q149

A company needs to log customer service interactions automatically. What should they implement?

  • A Macros
  • B Tracked Emails
  • C Service Insights
  • D Power Automate Flows
Explanation Power Automate Flows can automate logging, while other options do not provide this functionality.
Q150

What happens when you deactivate a user in Dynamics 365?

  • A User can still access data
  • B User loses all data access
  • C User's data is deleted
  • D User receives a notification
Explanation Deactivating a user restricts their access, but data is retained.