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 11–20 of 150

Q11

A company needs to create a custom entity in Dynamics 365. Which option allows this?

  • A Use the SDK only
  • B Create via the user interface
  • C Edit an existing entity
  • D Use Microsoft Teams
Explanation Custom entities can be easily created via the user interface; the SDK is not required for this task.
Q12

What happens when you delete a Case in Dynamics 365?

  • A Case is moved to recycle bin
  • B All related activities are deleted
  • C Case cannot be restored
  • D Customer is notified
Explanation Deleted cases are moved to the recycle bin for potential recovery; the other options incorrectly state permanent deletion or user notifications.
Q13

Which feature is used to define automatic case creation rules?

  • A Routing rules
  • B Service level agreements
  • C Omnichannel engagement
  • D Automatic record creation and update rules
Explanation Automatic record creation rules allow for case creation based on triggers such as emails or form submissions. The other options serve different purposes unrelated to automatic case creation.
Q14

A company needs to ensure their customer agents can easily reference past interactions with customers. What is the best solution?

  • A Dynamic 365 Chatbot
  • B Activity Feed
  • C Knowledge Base
  • D Customer Insights
Explanation The Activity Feed provides a history of interactions, which is crucial for referencing past engagement. The other options do not focus on tracking past interactions.
Q15

You are configuring a custom entity with specific privileges. What happens when a user's role does not grant them the read privilege for that entity?

  • A User can view the data
  • B User cannot access the entity
  • C User sees partial data
  • D User is prompted for admin approval
Explanation If a user's role lacks read privilege, they are entirely restricted from accessing that entity. The other options inaccurately suggest varying access levels.
Q16

Which feature in Dynamics 365 helps automate customer responses?

  • A Knowledge Base
  • B Customer Insights
  • C Power Automate
  • D Virtual Agent
Explanation Knowledge Base provides automated answers, while the others focus on data insights or workflow.
Q17

A company needs to customize service-level agreements (SLAs) for different customer tiers. Which approach should they take?

  • A Use a single SLA for all customers
  • B Create tier-specific SLAs
  • C Apply SLAs only to premium customers
  • D Follow default SLA templates
Explanation Creating tier-specific SLAs ensures tailored service quality for each customer class.
Q18

What happens when a case exceeds its SLA in Dynamics 365?

  • A Case is closed automatically
  • B Notification sent to account manager
  • C Escalation workflow triggers
  • D No action taken
Explanation Escalation workflows are designed to activate when SLAs are breached, ensuring timely resolution.
Q19

Which feature enables automated responses in Dynamics 365 Customer Service?

  • A Chatbots
  • B Email Templates
  • C Knowledge Base
  • D Service Level Agreements
Explanation Chatbots provide automated responses, while others serve different functions.
Q20

A company needs to track customer interactions across multiple channels. What should they implement in Dynamics 365?

  • A Unified Service Desk
  • B Campaign Management
  • C Interactive Service Hub
  • D Field Service
Explanation Unified Service Desk integrates multiple interaction channels effectively.