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 71–80 of 150

Q71

A company needs to automate customer service tasks. Which feature should they implement in Dynamics 365?

  • A Unified Interface
  • B Business Rules
  • C Chatbots
  • D Voice of the Customer
Explanation Chatbots help automate customer service tasks; others serve different purposes.
Q72

You are configuring the service level agreement (SLA) for a customer. What happens when an SLA is breached?

  • A Case is closed immediately
  • B Notifications are sent to the team
  • C No action is taken
  • D Case is escalated automatically
Explanation Notifications are sent to alert the team; cases do not close or escalate automatically without additional configuration.
Q73

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

  • A Power Automate
  • B Power BI
  • C Dataverse
  • D Azure Logic Apps
Explanation Power Automate provides automation capabilities, unlike the others which serve different functions.
Q74

A company needs to create a custom entity to track customer feedback. What tool will they use to achieve this?

  • A Power Apps
  • B Dynamics 365 Apps
  • C Microsoft Forms
  • D Azure Functions
Explanation Power Apps allows the creation of custom entities, while the other options do not fulfill this purpose.
Q75

What happens when a service-level agreement (SLA) is breached in Dynamics 365 Customer Service?

  • A No action is taken
  • B It triggers a warning notification
  • C It automatically closes the case
  • D It escalates the case
Explanation Breaching an SLA typically results in case escalation, while the other options do not accurately describe the outcome.
Q76

Which service is primarily used for integrating Dynamics 365 with external systems?

  • A Power Automate
  • B Azure Functions
  • C Dataverse
  • D Azure Logic Apps
Explanation Power Automate is designed specifically for workflow automation across systems, while Azure Logic Apps focuses on broader application integration.
Q77

A company needs to manage customer complaints efficiently. Which Dynamics 365 feature should they utilize?

  • A Customer Insights
  • B Service Insights
  • C Case Management
  • D Field Service
Explanation Case Management is specifically designed for managing and resolving customer complaints effectively, unlike the other options.
Q78

What happens when a user deactivates a case in Dynamics 365?

  • A It is permanently deleted.
  • B It can no longer be reopened.
  • C All related activities are deleted.
  • D It is marked as resolved.
Explanation Deactivating a case marks it as resolved but allows for it to be reopened, unlike deletion.
Q79

Which feature enables case prioritization in Dynamics 365?

  • A Case Management
  • B Service Level Agreements
  • C Knowledge Base
  • D Omnichannel Engagement
Explanation Service Level Agreements (SLAs) allow case prioritization based on defined criteria; others do not directly affect case priority.
Q80

A company needs to automate follow-up tasks for customer complaints. What should they use?

  • A Workflows
  • B Dashboards
  • C Reports
  • D Entities
Explanation Workflows can automate follow-up tasks, while others are for visualization or data management.