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 61–70 of 150

Q61

Which feature in Dynamics 365 allows for automating repetitive tasks?

  • A Workflows
  • B Dashboards
  • C Chatterbots
  • D Business Rules
Explanation Workflows automate processes; other options do not focus on automation.
Q62

A company needs to track service level agreements (SLAs) closely. Which functionality should they use?

  • A Entitlements
  • B Knowledge Base
  • C Queue Management
  • D Custom Entities
Explanation Entitlements track SLAs, while others serve different purposes.
Q63

What happens when you configure a case in Dynamics 365 to have multiple service activities?

  • A Only the first activity executes.
  • B All activities can execute as required.
  • C None of the activities save.
  • D Only internal users can see them.
Explanation All activities can execute if configured correctly; other options are misconceptions.
Q64

Which service is used for automated case management in Dynamics 365 Customer Service?

  • A Omni-channel engagement
  • B Service level agreement (SLA)
  • C Power Automate
  • D Customer Insights
Explanation Power Automate allows for automated workflows and case management, while the others do not specifically automate cases directly.
Q65

A company needs to improve customer interaction tracking. What should they implement?

  • A Queues for case assignments
  • B Knowledge articles
  • C Customer engagement apps
  • D Service scheduling
Explanation Customer engagement apps provide tools for tracking interactions effectively, unlike the other options.
Q66

You are configuring service level agreements (SLAs) in Dynamics 365. What happens if the SLA is breached?

  • A No impact; it auto-renews
  • B Alerts are sent to agents
  • C The case is closed immediately
  • D Escalation process is triggered
Explanation When an SLA is breached, it usually triggers the escalation process to address the delay, rather than simply alerting or closing the case.
Q67

Which feature enhances automated responses in Dynamics 365 Customer Service?

  • A Bots
  • B Workflows
  • C Custom Entities
  • D Forms
Explanation Bots provide automated responses to customer inquiries, while others assist with task automation or data management.
Q68

A company needs to track customer service metrics over time. What feature should they use?

  • A Interactive Dashboards
  • B Email Templates
  • C Service Level Agreements
  • D Knowledge Base
Explanation Interactive Dashboards allow tracking and analyzing metrics visually over time, which is not a function of the other options.
Q69

What happens when you disable a user in Dynamics 365 Customer Service?

  • A All their data is deleted
  • B They lose their security roles
  • C Their data is still preserved
  • D They can still access the system
Explanation Disabling a user preserves their data, unlike deletion which removes information or access.
Q70

Which service is primarily used for case management in Dynamics 365 Customer Service?

  • A Case Management Service
  • B Customer Service Hub
  • C Sales Management Service
  • D Field Service Management
Explanation The Customer Service Hub is designed for case management; others do not focus on cases directly.