Microsoft MB-230 Quiz 1 Topic 3 Questions 1-5

Question: 1

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.

After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.

You are configuring a business process flow for a case entity.

All cases must be flagged for review.

You need to complete configuration of the business process flow.

Solution: For a new action named Ready for review, disable the As a business process flow action step option.

Does the solution meet the goal?

AYes

BNo

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Question: 2

A company closes the business each year for nine business days.

You need to configure the system to reflect the business closure while minimizing the number of records that you must create in the system.

What should you create?

Anine customer service calendar records of a one-day duration

Btwo holiday calendar records of a seven-day duration

Cthree holiday schedule records of a three-day duration

Done business closure record of a nine-day duration

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Question: 3

You manage Dynamics 365 for Customer Service.

You need to configure automatic case creation for emails received by customers who have a support contract.

What should you do?

AConfigure service level agreements to be on hold until a call can be made to the customer.

BCreate an automatic record creation and update rule. Set the source type to email. Configure the rule to send automatic email responses to customers when records are created.

CCreate an automatic record creation and update rule. Set the source type to service activity. Configure the rule to send automatic email responses to customers when records are created.

DCreate an automatic record creation and update rule. Set the source type to email. If a valid entitlement exists, configure the rule to create a case.

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Question: 4

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.

After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.

A company uses Dynamics 365 Customer Service Hub.

Customer service representatives must be able to perform a relevance search on name, phone number, email, and queue.

A customer service representative is not able to perform a relevance search for emails.

You need to ensure that the customer service representative can perform relevance searches for email addresses.

Solution: Configure interactive experience global filter.

Does the solution meet the goal?

AYes

BNo

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Question: 5

A company has the following business units:

*Call center

*Customer service

*Digital response

*Escalation

The security roles have not been modified. The customer service business unit is the parent of all other business units. Each business unit has its own queues. Customer service cases are routed to the appropriate individuals by using the queues.

You need to ensure that a specific user within the customer service business unit can read all queues within the parent and child business units.

Which security role should you assign to the user?

ACustomer service manager

BScheduler

CCustomer service representative

DSystem customizer

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Microsoft MB-230 Quiz:1 Topic:3 Questions:1-5