MB-230 Interview Questions
Merely having knowledge of Microsoft dynamics is not enough, you must have an industry-matching level of expertise in order to honor your skills. The candidates of the MB-230 Exam are responsible for implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction. They collaborate with the Dynamics 365 administrator to implement and upgrade Power platform components, including knowledge base and Forms Pro. These certifications provide you an advantage over your fellow mates by helping you validate your skills.
Now, let us Look at Microsoft Dynamics 365 for Customer Service: MB-230 Interview Questions and see what types and patterns can be expected.
Interview Questions
1. Define parent and child cases.
In Dynamics 365 Customer Service, you can track multiple issues for a customer, or track the same issue that’s affecting multiple customers, using parent and child cases. The primary case or issue is called the Parent case. Any related cases are called Child cases.
2. How do you Cancel a Case?
All case activities must be closed before you can cancel a case.
- In the list of active cases, open the case you want to cancel, and then on the command bar, select Cancel Case.
- In the Confirm Cancellation dialog box, select the case status:
- Canceled: This means the case is canceled and it will no longer be assigned to you.
- Merged: This means the case is merged with another case. When the case is merged, the case activities will be moved to the case it was merged with.
- Select Confirm.
3. How do you resolve a case?
- In the list of cases, select the case that you want to reassign, and on the command bar, select Assign.
- In the Assign to Team or User dialog box, in the Assign To field, select User or Team, and then in the User or team field, select who you want to assign the case to.
- Select Assign.
4. What do you mean by Merge Cases?
When a customer opens multiple cases about the same issue, or when multiple customers from the same account call in about the same issue, you can merge those cases into one case to eliminate redundancy. When a case is merged, the state of the case is changed to cancel, and the status is changed to merged. This is because it is merged into another case and all of the open case activities, emails, and attachments are now associated with the case it was merged into. By default, you can merge up to 10 cases at a time.
5. What precautions should you keep in mind when you merge cases with Parent and child cases?
A few things to remember when you merge cases with parent and child relationships:
- When you merge a case that has child cases, those child cases become child cases of the parent case they were merged into.
- You can only merge a child case into another child case if both of the child cases have the same parent case.
6. Give steps to Block a Profile.
To make sure you receive only actionable social posts and avoid case creation for any unnecessary information, based on the social posts, you can block certain social profiles in Dynamics 365 Customer Service.
- Open the social profile you want to block.
- In the Blocked drop-down menu, select Yes.
- Click the Save button.
7. Why should you Allow updates for resolved and canceled cases?
Based on your business requirements, you might need to update case descriptions or other information after the cases have been resolved or canceled. For example, for General Data Protection Regulation compliance, you want to remove certain data from your case records. You can’t update any details for cases if the status is resolved or canceled. However, you can update such case information by configuring and running flows in Power Automate or an API without having to reopen the case records in the UI.
8. What are service-level agreements?
Service-level agreements (SLAs) enable businesses to track support policies and ensure customers are being supported per the support policy to which they are entitled. Businesses use SLAs to govern support products that customers either receive as part of their purchase or add on to their purchase. SLAs include policy details such as how quickly a customer is entitled to receive support, how many support requests a customer can make, and how long after purchases a customer can be supported as part of the agreement.
9. What do you mean by Remaining Time in Entitlement?
The Remaining Term shows the total number of hours or cases remaining for the customer’s entitlement. The value decreases every time a case is created or resolved against the entitlement.
10. What is Entitlement Channel?
Entitlement Channel section specifies the support channel through which the customer can reach the organization and seek support. You Use this section to define the channels your customers are entitled to and track the customer support term for each channel.
11. What is Customer Service Hub?
In Dynamics 365 Customer Service Hub, you can automatically create or update system or custom records from incoming activities, such as emails, social activities, and custom activities.
12. What does Record Creation and Update Rule Consist of?
A record creation and update rule consist of rule items that define the conditions for creating or updating records, and also define what actions or steps to take on the records. The rule also contains channel properties that are used to define conditions for rules, and also for setting properties of the record you’re creating or updating.
13. Define status reason transitions.
Status reason transitions are an optional additional level of filtering to define what the status reason value can be changed to for each status reason. Defining a limited list of valid options can make it easier for people to choose the correct next status reason for a record when you have a large number of combinations for valid status reason values.
14. what are Entity Relationships?
Entity relationships are metadata that make changes to the database. These relationships allow for queries to retrieve related data very efficiently. Entity relationships define how records can be related to each other in the database. At the simplest level, adding a lookup field to an entity creates a new 1:N (one-to-many) relationship between the two entities and lets you put that lookup field in a form.
15. What type of relationship is one to many?
An entity-relationship where one entity record for the Primary Entity can be associated to many other Related Entity records because of a lookup field on the related entity.
16. Define Many to Many Type of relationship.
Many to many is An entity-relationship that depends on a special Relationship Entity, sometimes called an Intersect entity, so that many records of one entity can be related to many records of another entity.
17. What is Business Process Flows?
Business process flows provide a guide for people to get work done. They provide a streamlined user experience that leads people through the processes their organization has defined for interactions that need to be advanced to a conclusion of some kind. With business process flows, you define a set of stages and steps that are then displayed in a control at the top of the form.
18. What are Concurrent process flows?
Concurrent business process flows let customizers configure multiple business processes and associate them with the same starting record. Users can switch between multiple business processes running concurrently, and resume their work at the stage in the process that they were on.
19. What are the benefits of Business Process Flows?
You can use a business process flow for a single entity or span multiple entities. Moreover, You can design business process flows that tie together the records for up to five different entities into a single process so that people using the app can focus on the flow of their process rather than on which entity they are working in. They can more easily navigate between related entity records.
20. What is Discovery Service?
Discovery Service is a Web service that provides information about the organizations that are available on the Dynamics 365 Server using the SOAP protocol. This information includes the URL for each organization.
21. Define Organization Data Service.
An Open Data (OData protocol) Web service that provides access to the business data for your organization using a RESTful API. This link opens the Conceptual Schema Definition Language (CSDL) document, which describes how to access your data using this API.
22. Define Timeline.
The timeline helps agents see all customer interaction history across channels, personnel, and the support lifecycle. The timeline is used across Dynamics 365 applications to capture activities like notes, appointments, emails, tasks, and more, to ensure that all interactions with the customer are tracked and visible over time. Agents use the timeline to quickly catch up on all of the latest activity details with the customer to provide the most personalized support experience.
23. How do you embed a chat widget in your web portal?
To embed a chat widget in your web portal:
- Sign in to Omnichannel Administration.
- Go to Channels > Chat.
- Open the chat widget you want to embed in your website.
- On the Basic details tab, copy the widget snippet code from the Code snippet section.
- Paste the chat widget snippet code in the HTML source of your website.
24. What are Microsoft’s Power Virtual Agents?
Microsoft Power Virtual Agents allows organizations to automate routine conversations, letting agents focus on high-value interactions. When a conversation is escalated from a bot to a human agent, agents can see the full transcript of bot conversations and have complete context while engaging with customers.
25. What is a Bot?
A bot is a program that provides automated responses in a conversational manner to a customer. It can also help resolve customer queries by using case deflection. A bot can also collect basic information from a customer and then provide it to a customer service agent to work further on the issue raised by the customer. This eases the load on your customer service agents by handling basic queries. This saves your agent’s time so they can work on more complex issues.
26. What are Queue entities?
A queue is a collection of queue items. A queue item serves as a container for an entity record, such as a task, an email, or a case that needs processing. They are instrumental in organizing, prioritizing, and monitoring the progress of your work while you are using Dynamics 365 for Customer Engagement. As a central location for work management, queues assist you in processing cases, responding to service calls, or sending out product information to prospective customers.
27. What is Omnichannel for Customer Service?
Omnichannel for Customer Service provides a modern, customizable, high-productivity app that lets agents help customers across different channels via a unified interface. It lets organizations choose the channel that suits their business needs. It also ensures that a high level of responsive, quality service is received across channels.
28. Define a Session Template.
A session template is a combination of attributes and application tab information that can be reused.
Session templates are used to define the aforementioned session experience, such as:
- which application must be opened as an anchor tab in the application tab panel;
- what are the additional application tabs that must be opened when a session is started;
- what must be the default mode of the communication panel when a session is started.
29. Why do we route cases and records to Omnichannel Queues?
routing cases and records to Omnichannel Queues allows organizations to tightly define the work profile that their agents are supposed to handle, and organizations can automate the workflow assignment across channels and assign the work items based on agents’ skill, capacity, and presence.
30. What is Smart Assist?
Smart assist is an intelligent assistant that provides real-time recommendations to agents, helping them take actions while interacting with customers. It allows organizations to build a custom bot and plug-in to their environment. These custom bots interpret conversations in real-time and provide relevant recommendations such as knowledge articles, similar cases, and next-best steps to the agent’s user interface.
Prepare for Microsoft Dynamics 365 for Customer Service: MB-230 Exam now.
