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 21–30 of 150

Q21

What happens when a case is escalated in Dynamics 365?

  • A It gets deleted
  • B Priority increases
  • C It transfers ownership
  • D It closes automatically
Explanation Escalating a case increases its priority for resolution, others are incorrect outcomes of escalation.
Q22

Which service best enables collaboration within Dynamics 365 Customer Service?

  • A Microsoft Teams
  • B Azure Blob Storage
  • C Power BI
  • D Azure Functions
Explanation Microsoft Teams integrates directly for seamless collaboration; other options are not focused on team collaboration.
Q23

A company needs to automate case routing based on priority. Which feature should they utilize?

  • A Business Rules
  • B Workflows
  • C Queues
  • D Service Level Agreements
Explanation Queues can automatically route cases by priority; business rules and workflows are not primarily for routing.
Q24

What happens when a user disables a security role in Dynamics 365?

  • A User instantly logs out
  • B Access permissions are revoked
  • C Role is deleted from the system
  • D User cannot create new records
Explanation Disabling a role revokes its permissions, affecting access; logging out and deletion are incorrect interpretations.
Q25

A company needs to automate case management in Dynamics 365. Which feature should they implement?

  • A Business Rules
  • B Power Automate
  • C Field Security
  • D Entity Mapping
Explanation Power Automate allows for the automation of workflows and case management, while the other options do not specifically address automation.
Q26

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

  • A It is automatically deleted.
  • B Its status changes to inactive.
  • C The case cannot be reopened.
  • D Its status changes to resolved.
Explanation The status of a resolved case changes to 'resolved' to indicate the issue is closed, while other options are incorrect.
Q27

You are configuring customer insights in Dynamics 365. Which data source is essential for building a unified customer profile?

  • A Online Browsing Behavior
  • B Social Media Posts
  • C Customer Service Interactions
  • D In-store Purchases
Explanation Customer service interactions provide critical insights that unify customer profiles, making them essential for customer insights.
Q28

Which feature enables automated responses in Dynamics 365 Customer Service?

  • A Virtual Agents
  • B Customer Insights
  • C Power Automate
  • D Dynamics 365 Marketing
Explanation Virtual Agents allow for chatbots that provide automated customer responses.
Q29

A company needs to prioritize cases based on customer satisfaction scores. Which Dynamics 365 feature should they use?

  • A Service Level Agreements
  • B Unified Interface
  • C Queue Management
  • D Entitlements
Explanation Service Level Agreements (SLAs) can be configured to prioritize cases and incorporate customer satisfaction metrics.
Q30

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

  • A It is deleted immediately
  • B It is archived permanently
  • C It moves to a higher support tier
  • D It is marked as resolved automatically
Explanation Escalation in Dynamics 365 typically involves transferring the case to a higher support tier for specialized attention.