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 41–50 of 150

Q41

A company needs to escalate customer inquiries automatically based on priority. Which entity should they configure?

  • A Service Level Agreements (SLAs)
  • B Static Workflow Rules
  • C Quick Response Templates
  • D Knowledge Base Articles
Explanation Service Level Agreements (SLAs) can define escalation criteria, while other options do not facilitate such automatic processes.
Q42

What happens when a customer replies to an email sent from a Dynamics 365 case?

  • A The case is closed automatically
  • B A new case is created
  • C The response is logged against the case
  • D The email is ignored
Explanation The response is logged against the original case in Dynamics 365 to maintain conversation history, unlike the other options.
Q43

Which service allows you to automate customer service tasks in Dynamics 365?

  • A Microsoft Power Automate
  • B Microsoft Power BI
  • C Azure Functions
  • D Microsoft Teams
Explanation Microsoft Power Automate automates tasks; others do not focus on automation.
Q44

A company needs to manage customer feedback through surveys; which feature should they use?

  • A Virtual Agents
  • B Customer Voice
  • C Field Service
  • D Service Level Agreements
Explanation Customer Voice is designed specifically for surveys; others serve different functionalities.
Q45

You are configuring case management in Dynamics 365. What happens when you enable automatic case creation rules?

  • A Cases are created manually only
  • B Manual escalation of all cases
  • C Cases created from incoming requests
  • D Increased system performance
Explanation Automatic case creation rules generate cases based on requests; others misinterpret case management features.
Q46

Which service provides automated case routing in Dynamics 365 Customer Service?

  • A Power Automate
  • B Omnichannel Engagement Hub
  • C Customer Service Hub
  • D Case Management
Explanation Omnichannel Engagement Hub automates case routing based on workload and skill; other options do not provide this feature directly.
Q47

A company needs to measure customer service response times. What should they implement?

  • A Work queues
  • B Service Level Agreements
  • C Email Templates
  • D Knowledge Base
Explanation Service Level Agreements (SLAs) define expected response times; other options do not provide metrics for response times.
Q48

You are configuring a custom entity in Dynamics 365. What happens when you publish changes?

  • A Data is permanently deleted
  • B Changes become visible to all users
  • C Configuration is rolled back
  • D Only admins can see changes
Explanation Publishing makes the changes visible to all users; other options incorrectly suggest data loss or restricted visibility.
Q49

Which service does Dynamics 365 use for AI-driven insights?

  • A Dynamics 365 Business Central
  • B Microsoft Azure Machine Learning
  • C Dataverse
  • D Power BI
Explanation Dataverse provides AI-driven insights integrated into Dynamics 365 applications, while others serve different functions.
Q50

A company needs to categorize customer inquiries. Which tool in Dynamics 365 best achieves this?

  • A Knowledge Base
  • B Service Level Agreements
  • C Routing Rules
  • D Customer Timeline
Explanation Routing Rules are designed to categorize and distribute inquiries appropriately.