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 81–90 of 150

Q81

You are configuring customer service queues. What happens when a queue item is assigned to a user?

  • A It disappears from the queue
  • B The queue item cannot be re-assigned
  • C The item remains in the queue
  • D Notifications are sent to all users
Explanation The item remains in the queue until resolved, maintaining queue visibility; others misrepresent queue behavior.
Q82

Which feature allows for tracking customer interactions across different channels in Dynamics 365?

  • A Omnichannel Engagement
  • B Azure Functions
  • C Power Automate
  • D Data Lakes
Explanation Omnichannel Engagement integrates different channels smoothly, while others serve different purposes.
Q83

A company needs to automate responses for common customer inquiries. What should they use within Dynamics 365?

  • A Queue Management
  • B Chatbots
  • C Custom Entities
  • D Feedback Surveys
Explanation Chatbots efficiently handle standard inquiries, while other options do not provide automation for responses.
Q84

What happens when you close a case in Dynamics 365 Customer Service?

  • A It is permanently deleted.
  • B It goes to a closed state.
  • C It triggers a workflow.
  • D It remains active.
Explanation Closing a case changes it to a closed state, while others either misrepresent the action or its implications.
Q85

Which service allows for automated responses to customer inquiries?

  • A Power Automate
  • B Customer Insights
  • C Omnichannel for Customer Service
  • D Dynamics 365 Sales
Explanation Omnichannel for Customer Service supports automated responses, while the others do not focus primarily on customer interaction.
Q86

A company needs to improve response time in customer service. Which functionality should they utilize?

  • A Case Routing
  • B Knowledge Base
  • C Unified Interface
  • D Service Level Agreements
Explanation Service Level Agreements (SLAs) define response times and metrics, while others enhance but do not directly establish response times.
Q87

What happens when a user exceeds their incident limit in Dynamics 365 Customer Service?

  • A They cannot create new cases.
  • B They can create unlimited cases.
  • C Support is suspended temporarily.
  • D Existing cases are deleted.
Explanation Exceeding the incident limit will prevent creating new cases, while the other options are not valid scenarios.
Q88

Which feature allows for automated responses to common queries in Dynamics 365 Customer Service?

  • A Virtual Agent
  • B Case Management
  • C Omnichannel Engagement
  • D Knowledge Base
Explanation Virtual Agent automates responses, while others do not focus exclusively on automated queries.
Q89

A company needs to integrate its software with Dynamics 365 to capture customer insights. Which tool is best suited for this?

  • A Microsoft Power BI
  • B Microsoft Flow
  • C Azure Logic Apps
  • D Common Data Service
Explanation Azure Logic Apps is designed for integrations, while others serve different purposes.
Q90

You are configuring a service level agreement (SLA). What happens when an SLA breaches?

  • A The case is closed automatically
  • B A notification is sent
  • C The case is escalated
  • D A penalty fee is applied
Explanation A notification is typically sent when an SLA breaches, while others do not directly apply to SLA scenarios.