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 31–40 of 150

Q31

Which service would you use for monitoring customer service performance in Dynamics 365?

  • A Power BI
  • B Common Data Service
  • C Azure DevOps
  • D Microsoft Planner
Explanation Power BI provides advanced analytics for performance monitoring, while the others are not focused on this specific need.
Q32

A company needs to automate follow-up emails after customer service cases are resolved. What should they configure?

  • A Cloud Flows
  • B Power Automate Flows
  • C Business Rules
  • D Customer Insights
Explanation Power Automate Flows effectively automate responses, unlike the other options which do not provide this capability.
Q33

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

  • A It gets deleted automatically
  • B Service level agreements are triggered
  • C Customer is notified through SMS
  • D Cases cannot be edited anymore
Explanation Escalating a case triggers SLAs to ensure timely resolution, unlike the other options which do not accurately describe the escalation process.
Q34

Which entity is used to store customer inquiries in Dynamics 365?

  • A Cases
  • B Products
  • C Accounts
  • D Opportunities
Explanation Cases track customer inquiries, while other entities serve different functions.
Q35

A company needs to automatically queue customer support requests. What should they use?

  • A Workflows
  • B Queue Management
  • C Custom Entities
  • D Email Templates
Explanation Queue Management is designed specifically to handle support requests.
Q36

You are configuring a service level agreement (SLA) for case resolution. What happens when the SLA condition is met?

  • A Case is escalated instantly
  • B Notification sent to user
  • C Entity is deleted
  • D SLA objectives are triggered
Explanation Meeting SLA conditions triggers defined objectives for case handling.
Q37

A company needs to implement a unified service desk for its insurance claims handling. Which feature of Dynamics 365 Customer Service best supports this requirement?

  • A Omnichannel Engagement Hub
  • B Field Service Management
  • C Data Record Linking
  • D Workspace Customization
Explanation Omnichannel Engagement Hub allows seamless multi-channel support; others do not provide this functionality.
Q38

When configuring automated workflows with Power Automate in Dynamics 365, what happens if an imported flow refers to a resource that doesn't exist in the destination environment?

  • A The workflow will function correctly
  • B An error will occur on import
  • C The workflow will be partially created
  • D It will be deleted automatically
Explanation An error occurs because dependencies must exist for successful flow import; the others are incorrect as they imply functionality despite missing resources.
Q39

You are configuring relationship types in Dynamics 365. Which option correctly defines the main advantage of using hierarchical relationships?

  • A Simplifies data entry processes
  • B Enhances reporting and data insights
  • C Supports complex organizational structures
  • D Increases system performance
Explanation Hierarchical relationships effectively model complex structures; others do not address organizational modeling directly.
Q40

Which service in Dynamics 365 allows automated customer service responses?

  • A Microsoft Virtual Agent
  • B Azure Logic Apps
  • C Power BI
  • D Azure DevOps
Explanation The Microsoft Virtual Agent is designed for automated self-service responses, while the others serve different purposes.