Microsoft Dynamics 365 Customer Service Functional Consultant Exam Questions

Here you have the best Microsoft MB-230 practice exam questions.

Some things you may want to keep in mind about this practice exam questions:

  • You have 243 total questions to study from
  • Each page has 5 questions, making a total of 49 pages
  • You can navigate through the pages using the buttons at the bottom
  • This questions were last updated on September 14, 2024

Question 1 of 243

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: Set the input parameter type as Option set for the action.

Does the solution meet the goal?

    Correct Answer: B

    To ensure all cases are flagged for review in a business process flow for a case entity, it's essential to use an appropriate input parameter type for the action step. An option set is not suitable for this purpose. Instead, a field like Two Options (Yes/No) would be more appropriate to meet the goal of flagging cases for review. Therefore, setting the input parameter type as an Option set does not meet the goal.

Question 2 of 243

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?

    Correct Answer: B

    To ensure all cases are flagged for review in the business process flow, you must enable the 'As a business process flow action step' option for the 'Ready for review' action. Disabling this option would prevent the action from being part of the business process flow, thereby not meeting the goal of flagging all cases for review.

Question 3 of 243

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: Create an action that generates a task record that is assigned to the case reviewer and appends the text Ready for review to the case topic.

Does the solution meet the goal?

    Correct Answer: A

    Creating an action that generates a task record assigned to the case reviewer and appends the text 'Ready for review' to the case topic ensures that all cases are flagged for review. This approach meets the goal of ensuring cases are flagged appropriately, as it provides a clear indication within the case topic and creates an actionable task for the reviewer.

Question 4 of 243

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 a Dynamics 365 for Customer Service system administrator for Contoso, Ltd.

You need to automatically create cases from emails sent to the [email protected] email address.

Solution: Configure Dynamics 365 to automatically send responses to customers when the record is created.

Does the solution meet the goal?

    Correct Answer: B

    The solution described involves configuring Dynamics 365 to automatically send responses to customers when a record is created. This does not directly address the requirement of automatically creating cases from emails sent to a specific email address. To meet the stated goal, one should configure Dynamics 365 to automatically create cases from emails, which typically involves setting up a case creation rule or an automated flow. Therefore, the proposed solution does not meet the goal.

Question 5 of 243

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 a Dynamics 365 for Customer Service system administrator for Contoso, Ltd.

You need to automatically create cases from emails sent to the [email protected] email address.

Solution: Create an automatic record creation and update rule. Set the Source type to Email, and then select the queue. Configure autoresponse settings.

Does the solution meet the goal?

    Correct Answer: B

    The solution provided mentions creating an automatic record creation and update rule, setting the source type to Email, and selecting the queue, which are necessary steps. However, it only mentions configuring autoresponse settings without specifying the need to configure the conditions for case creation. For the solution to fully meet the goal of automatically creating cases from emails, it is crucial to specify these conditions to ensure that cases are created based on certain criteria. Without this step, the rule will not function correctly. Therefore, the solution does not meet the goal.