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 51–60 of 150

Q51

What happens when a customer case is resolved in Dynamics 365?

  • A The case is automatically deleted.
  • B It triggers customer feedback request.
  • C The case is archived permanently.
  • D No action is taken.
Explanation Automatically triggering a customer feedback request helps gather insights on service quality after case resolution.
Q52

Which feature allows automated responses to customer inquiries in Dynamics 365?

  • A Auto-Reply Bots
  • B Service Level Agreements
  • C Knowledge Base
  • D Customer Voice
Explanation Auto-Reply Bots enable automated responses, while the others support knowledge sharing or service management.
Q53

A company needs to track customer interactions across multiple channels. Which tool should they use in Dynamics 365?

  • A Channels Management
  • B Unified Interface
  • C Omnichannel Engagement Hub
  • D Customer Journey
Explanation The Omnichannel Engagement Hub allows tracking across channels, while others serve different functions.
Q54

What happens when you set a case's priority to 'High' in Dynamics 365?

  • A It bypasses SLA rules
  • B It alerts all team members
  • C It defines response time expectations
  • D It escalates the case immediately
Explanation Setting a 'High' priority specifies response time expectations aligned with SLAs, while others misstate the case's behavior.
Q55

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

  • A It is assigned to a higher-level queue.
  • B All related activities are deleted.
  • C It automatically closes the request.
  • D The customer is notified immediately.
Explanation Escalation typically involves assigning the request to a higher-level agent or queue, not deleting or closing it.
Q56

A company needs to integrate chatbot functionality in Dynamics 365 for customer support. Which service should they use?

  • A Azure Bot Services
  • B Microsoft Flow
  • C Power Automate
  • D Microsoft Forms
Explanation Azure Bot Services is designed for creating chatbots and enables integration with Dynamics 365.
Q57

You are configuring entitlement in Dynamics 365. What is the primary purpose of entitlements?

  • A Limit case resolution time.
  • B Define customer support coverage.
  • C Track performance metrics.
  • D Manage licenses for users.
Explanation Entitlements primarily define the level of customer support coverage, not time limits or metrics.
Q58

Which feature allows users to create automated responses based on keywords in Dynamics 365 Customer Service?

  • A Routing Rules
  • B Queue Features
  • C Keywords Filters
  • D Auto-Response Templates
Explanation Auto-Response Templates trigger replies based on keywords, while others do not serve this function.
Q59

A company needs to track customer sentiment during support interactions in Dynamics 365. Which tool should they implement?

  • A Customer Voice
  • B Power Automate
  • C Common Data Service
  • D Metrics Dashboard
Explanation Customer Voice is specifically designed for gathering and analyzing customer sentiment.
Q60

You are configuring service level agreements (SLAs) in Dynamics 365 Customer Service. What happens when an SLA is breached?

  • A An automatic case closure occurs
  • B Notifications are sent to stakeholders
  • C Users are logged out of the system
  • D All cases are escalated immediately
Explanation Breaching an SLA triggers notifications to alert users, whereas other options are incorrect actions that do not occur.