Summer Sale Limited Time 65% Discount Offer - Ends in 0d 00h 00m 00s - Coupon code: ecus65

Microsoft MB-230 - Microsoft Dynamics 365 for Customer Service

Microsoft MB-230 Premium Access     Download Demo    
Page: 1 / 5
Total 328 questions

You need to add SLA timers to the Case form.

Which two options should you configure? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A.

Create Quick View Form in SLA KPI Instance entity.

B.

Create SLA KPI Instance entity.

C.

Create field in case entity with lookup to SLA KPI Instance.

D.

Create Quick View Form in Case entity with reference to the SLA KPI Instance entity.

E.

Insert subgrid from the SLA KPI Instance entity into the Case Main form.

You need to meet the automatic case creation requirements.

What should you do? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

You are a Dynamics 365 system administrator.

The customer service desk needs to be able to apply service level agreements (SLAs) on demand to customers that do not have SLAs.

You need to determine how SLAs on demand can be assigned.

What are two possible ways to achieve this goal? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

A.

Use an existing customer SLA and change the conditions after assigning the SLA to the customer record.

B.

Create a new SLA for each case that does not have a customer SLA.

C.

Go into the SLA configuration and assign it to a customer.

D.

Automatically apply SLAs to records based on business logic.

E.

Assign SLAs manually to records.

You need to ensure users can search the knowledge base from a case record.

Which two actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A.

Add Knowledge Base Search control to the dashboard.

B.

Check Knowledge Management from the case entity in the solution.

C.

Insert the Knowledge Base Search control on the form.

D.

Select the Knowledge Base Search control from the entity.

E.

Add the Quick Find option to the views.

You need to decide which action is applicable in the SLA.

What should you do? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

You need to enable relevance search for the custom entity.

Which two actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A.

Add Quick Find to the case form.

B.

Add custom entities to Configure Relevance Search in Customizations and Entities.

C.

Add Knowledge Base Search control to the forms case.

D.

Enable Relevance Search in System Settings.

You need to configure the system so that an email is sent to a manager about the SLAs according to the requirements.

What should you configure?

A.

Failure Action

B.

Warning Action

C.

Applicable When

D.

Success Criteria

E.

Success Action

You need to ensure cases are handled correctly.

What should you do? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

You need to create the queue for cases.

What type of queue should you create?

A.

Teams

B.

Public

C.

Product

D.

Private

E.

Service

You need to create an entitlement template. In System Settings, you navigate to Service Management.

Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.