Microsoft MB-230: Dynamics 365 for Customer Service Sample Questions

Question 1 – Your job is to configure the business process flow for a case entity. All the cases must necessarily be flagged for review. You are required to complete the business process flow configuration.

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

Will this solution meet the goal?

A. Yes
B. No

Correct Answer: B

Question 2 – Your job is to configure the business process flow for a case entity. All the cases must necessarily be flagged for review. You are required to complete the business process flow configuration.

Solution: For a new action that is named Ready for review, disabling As a business process flow action step option.

Will this solution meet the goal?

A. Yes
B. No

Correct Answer: B

Question 3 – Your job is to configure the business process flow for a case entity. All the cases must necessarily be flagged for review. You are required to complete the business process flow configuration.

Solution: Creating an action generating 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?

A. Yes
B. No

Correct Answer: A

References: https://docs.microsoft.com/en-us/business-applications-release-notes/april18/microsoft-flow/add-action-business-process-flow

Question 4 – You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd, and your task is automatically creating cases from the emails sent to [email protected].

Solution: Configuring Dynamics 365 for automatically sending responses to customers when the record is created.

Will this solution meet the goal?

A. Yes
B. No

Correct Answer: B

Question 5 – You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd, and your task is automatically creating cases from the emails sent to [email protected].

Solution: Creating an automatic record creation and updating rule. Setting the Source type to Email, and then selecting the queue. Configure autoresponse settings.

Will this solution meet the goal?

A. Yes
B. No

Correct Answer: A

References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/automatically-create-case-from-email

Question 6 – You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd, and your task is automatically creating cases from the emails sent to [email protected].

Solution: Creating an automatic record creation and updating rule. Setting the Source type to the service activity, and then selecting the queue.

Will this solution meet the goal?

A. Yes
B. No

Correct Answer: B

Question 7 – You are using Dynamics 365 for Customer Service for creating business process flows. Which three of the given entities can you use?

A. Goal
B. Case
C. Letter
D. Social activity
E. Rollup queries

Correct Answer: BCD

Question 8 – Your task is the configuration of a single business process flow in Dynamics 365 for Customer Service, and you are required to design the business process flow. What must you do?

A. Merging peer branches to a single-stage when merging branches.
B. Spanning the process across 10 unique entities.
C. Combining multiple conditions in a rule by using both the AND and OR operators.
D. Using 40 steps per stage.

Correct Answer: A

References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/enhance-business-process-flows-branching

Question 9. You are serving as a customer service representative using Dynamics 365 for Customer Service, and are required to identify and eliminate duplicate cases. What would you do?

A. Configuring Dynamics 365 AI for Customer Service
B. Using business rules
C. Merging cases
D. Using parent-child case relationships

Correct Answer: B

Question 10. You are managing Dynamics 365 for Customer Service, and need to configure automatic case creation for the emails that are received by customers having a support contract. What will you do?

A. Configuring service level agreements to be on hold until a call can be made to the customer.
B. Creating an automatic record creation and updating rule. Setting the source type to email. Configuring the rule for sending automatic email responses to customers when records are created.
C. Creating an automatic record creation and updating rule. Setting the source type to the service activity. Configuring the rule for sending automatic email responses to customers when records are created.
D. Creating an automatic record creation and updating rule. Setting the source type to email. If a valid entitlement exists, configuring the rule for creating a case.

Correct Answer: D

Question 11. You serve as a system administrator for Dynamics 365 for Customer Service. The product, customer name, case title, and case type of a child case must be inherited from its parent case, while the parent case may not be closed until all child cases have been closed. You are required to configure cases. What would you do?

A. Validating that customer and case title fields are not removed as fields that child cases inherit from parent cases. Adding product and case-type fields to the list. Setting the closure preference setting to Don’t allow parent case closure until all child cases are closed.
B. On the case entity, updating the Parent case-Child case 1:N relationship field mapping for including the fields. Creating a business rule on the case entity for preventing the parent from closing if it has one or more open child cases.
C. Creating a business rule.
D. Validating that customer and case title fields are not removed as fields that child cases inherit from the parent cases. Adding product and case-type fields to the list. The closure preference setting need not be changed. This is the default behavior.

Correct Answer: A

Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases

Question 12. A customer service organization is planning to implement knowledge management for a custom entity called Root Cause Analysis. It is necessary to provide users with the ability to search, link, and rate knowledge articles. Knowledge articles must be recommended to users. Your job is the configuration of Dynamics 365 for Customer Service. Which three of the given actions must you perform?

A. Navigating to the Knowledge Base Management Settings wizard. Then, navigating to Record types and selecting Root Cause Analysis.
B. Adding a lookup to the article entity.
C. In Solution Explorer, expanding the Root Cause Analysis entity and selecting Forms. Editing the main form and configuring a knowledge base search control.
D. In Solution Explorer, expanding the Root Cause Analysis entity and selecting Forms. Editing the main form and configuring a subgrid for knowledge articles.
E. In Solution Explorer, selecting the Root Cause Analysis entity and then selecting Knowledge management.

Correct Answer: ACE

Question 13. A company is implementing Dynamics 365 for Customer Service and you are assigned a case. Before completing your work, you accidentally close the case. Now you must ensure that you can continue your work on the case. What must you do?

A. Reassigning the case
B. Reactivating the case
C. Cloning the case
D. Changing the status reason to In Progress

Correct Answer: B

Question 14. HOTSPOT – You are use Dynamics 365 for Customer Service, and need to merge cases. What would be the outcome for the merge process?

Hot Area:

Merge object	Outcome
Duplicate cases	Merged and canceled
	Merged and resolved
	Merged and deleted
Open activities	Moved to the merged case
	Canceled

Correct Answer:

Merge object	Outcome
Duplicate cases	Merged and canceled
Open activities	Moved to the merged case

Question 15. HOTSPOT – You are serving as a customer service representative who is working with cases in Dynamics 365 for Customer Service. You are required to manage multiple lists of cases. Which of the following actions should you perform?

Hot Area:

Case scenario	Value
Create a list of cases that are one month old	Create a system view
	Create a personal view
View multiple lists on a single screen	Configure the group on an editable grid
	Create an interactive experience dashboard

Correct Answer:

Case scenario	Value
Create a list of cases that are one month old
	Create a personal view
View multiple lists on a single screen
	Create an interactive experience dashboard

Question 16. HOTSPOT – A company is implementing Dynamics 365 for Customer Service. Which status reason must be used for each case status?

Hot Area:

Case status	Status reason
Active	Merged
	On hold
	Problem solved
Resolved	On hold
	Waiting for details
	Information provided
Canceled	Merged
	On hold
	Researching

Correct Answer:

Case status	Status reason
Active
	On hold

Resolved

	Information provided
Canceled	Merged

Question 17. HOTSPOT – Dynamics 365 for Customer Service needs to be configured with the working hours of help desk agents who have varying schedules. What will you do?

Hot Area:

Requirement	Action
Set up individual working hours	Configure security settings and define hours for each user account
	Configure service management and all customer service calenders
	Configure administration settings and system settings
Set up new weekly schedule and recurring work hours	Configure days off to vary by day
	Configure a fiscal year schedule
	Configure individual days off

Correct Answer:

Requirement	Action
Set up individual working hours
	Configure service management and all customer service calendars

Set up a new weekly schedule and recurring work hours	Configure days off to vary by day

Question 18. DRAG DROP – You are serving as a Dynamics 365 system administrator, and your customer service team must necessarily define the goal metrics for tracking and measuring all resolved cases. You must create a goal metric with a rollup field. In which order must you perform the actions?

Select and Place:

Actions	Answer Area
Create a new rollup field
Define the metric. Enter metric and amount data types
Specify details about the source data that rolls up
Specify the date field that determines the goal period that the records will roll up into
Specify the rollup field to track against goals

Correct Answer:

Actions	Answer Area
Create a new rollup field	Define the metric. Enter metric and amount data types
Define the metric. Enter metric and amount data types	Create a new rollup field
Specify details about the source data that rolls up	Specify the rollup field to track against goals
Specify the date field that determines the goal period that the records will roll up into	Specify details about the source data that rolls up
Specify the rollup field to track against goals	Specify the date field that determines the goal period that the records will roll up into

Question 19. DRAG DROP – You are serving as a Dynamics 365 Customer Service administrator, and must import cases from a file without applying routing rules. Which three of the following actions must you perform in sequence?

Select and Place:

Actions	Answer Area
Save and import the import file
Add a row named Route Case to the import file
Add a column named Route Case to the import file
Add the value Yes for cases that must not be routed
Add the value No for cases that must not be routed

Correct Answer:

Actions	Answer Area
Save and import the import file	Add a column named Route Case to the import file
Add a row named Route Case to the import file	Add the value No for cases that must not be routed
Add a column named Route Case to the import file	Save and import the import file
Add the value Yes for cases that must not be routed
Add the value No for cases that must not be routed

Reference: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/create-rules-automatically-route-cases

Question 20. HOTSPOT – You are using Dynamics 365 for Customer Service, and have existing routing rules. Your task is the creation of a routing rule for cases and bulk-import cases. What actions should you perform?

Hot Area:

Scenario	Action
The existing route rule action that the system automatically invoked when the new rule is activated	The routing rule is deleted
	The routing rule does not change
	The routing rule is deactivated
Import bulk cases without the routing rule affecting the imported cases	Create a column in a spreadsheet named RouteCase and add the value No for all records
	Create a column in a spreadsheet named RouteCase and add the value No routing for all records
	Save the spreadsheet as a delimited file for import
	Manually add each record

Correct Answer:

Scenario	Action
The existing route rule action that the system automatically invoked when the new rule is activated

	The routing rule is deactivated
Import bulk cases without the routing rule affecting the imported cases	Create a column in a spreadsheet named RouteCase and add the value No for all records

Microsoft MB-230: Dynamics 365 for Customer Service Sample Questions

Question 1 – Your job is to configure the business process flow for a case entity. All the cases must necessarily be flagged for review. You are required to complete the business process flow configuration.

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

Will this solution meet the goal?

Question 2 – Your job is to configure the business process flow for a case entity. All the cases must necessarily be flagged for review. You are required to complete the business process flow configuration.

Solution: For a new action that is named Ready for review, disabling As a business process flow action step option.

Will this solution meet the goal?

Question 3 – Your job is to configure the business process flow for a case entity. All the cases must necessarily be flagged for review. You are required to complete the business process flow configuration.

Solution: Creating an action generating 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?

Question 4 – You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd, and your task is automatically creating cases from the emails sent to [email protected].

Solution: Configuring Dynamics 365 for automatically sending responses to customers when the record is created.

Will this solution meet the goal?

Question 5 – You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd, and your task is automatically creating cases from the emails sent to [email protected].

Solution: Creating an automatic record creation and updating rule. Setting the Source type to Email, and then selecting the queue. Configure autoresponse settings.

Will this solution meet the goal?

Question 6 – You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd, and your task is automatically creating cases from the emails sent to [email protected].

Solution: Creating an automatic record creation and updating rule. Setting the Source type to the service activity, and then selecting the queue.

Will this solution meet the goal?

Question 7 – You are using Dynamics 365 for Customer Service for creating business process flows. Which three of the given entities can you use?

Question 8 – Your task is the configuration of a single business process flow in Dynamics 365 for Customer Service, and you are required to design the business process flow. What must you do?

Question 9. You are serving as a customer service representative using Dynamics 365 for Customer Service, and are required to identify and eliminate duplicate cases. What would you do?

Question 10. You are managing Dynamics 365 for Customer Service, and need to configure automatic case creation for the emails that are received by customers having a support contract. What will you do?

Question 13. A company is implementing Dynamics 365 for Customer Service and you are assigned a case. Before completing your work, you accidentally close the case. Now you must ensure that you can continue your work on the case. What must you do?

Question 14. HOTSPOT – You are use Dynamics 365 for Customer Service, and need to merge cases. What would be the outcome for the merge process?

Hot Area:

Question 15. HOTSPOT – You are serving as a customer service representative who is working with cases in Dynamics 365 for Customer Service. You are required to manage multiple lists of cases. Which of the following actions should you perform?

Hot Area:

Question 16. HOTSPOT – A company is implementing Dynamics 365 for Customer Service. Which status reason must be used for each case status?

Hot Area:

Question 17. HOTSPOT – Dynamics 365 for Customer Service needs to be configured with the working hours of help desk agents who have varying schedules. What will you do?

Hot Area:

Question 18. DRAG DROP – You are serving as a Dynamics 365 system administrator, and your customer service team must necessarily define the goal metrics for tracking and measuring all resolved cases. You must create a goal metric with a rollup field. In which order must you perform the actions?

Select and Place:

Question 19. DRAG DROP – You are serving as a Dynamics 365 Customer Service administrator, and must import cases from a file without applying routing rules. Which three of the following actions must you perform in sequence?

Select and Place:

Question 20. HOTSPOT – You are using Dynamics 365 for Customer Service, and have existing routing rules. Your task is the creation of a routing rule for cases and bulk-import cases. What actions should you perform?

Hot Area:

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