[Free] 2019(Nov) EnsurePass Microsoft MB-230 Dumps with VCE and PDF 11-20

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Question No.11

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 support@contoso.com 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?

  1. Yes

  2. No

Correct Answer: A

Explanation:

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

Question No.12

You are configuring a single business process flow in Dynamics 365 for Customer Service. You need to design the business process flow.

What should you do?

  1. Merge peer branches to a single stage when merging branches.

  2. Span the process across 10 unique entities.

  3. Combine multiple conditions in a rule by using both the AND and OR operators.

  4. Use 40 steps per stage.

Correct Answer: A

Explanation:

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

Question No.13

You are a Dynamics 365 for Customer Service administrator.

Your company provides standard support contracts for 20 hours of email support. Phone is offered as a premium service in allotments of 10 incidents.

You need to set up an entitlement template for the standard support. What should you configure?

  1. Set the value of the Total terms field for an entitlement to 20. Set the entitlement channel option to Phone.

    Set the value of the Total terms value to 20.

  2. Set the value of the Total terms field for an entitlement to 20.

    Set the entitlement channel option to Email . Set the value of the Total terms field to 20.

  3. Set the value of the Total terms field for an entitlement to 20. Set the entitlement channel option to Email.

    Set the value of the Total terms field to 10.

    Add the Phone option. Set the value of the Total Terms field to 10.

  4. Set the value of the Total terms field for an entitlement to 20.

Set the entitlement channel option to Email . Set the value of the Total terms field to 0. Add the Phone option.

Set the value of the Total Terms field to 10.

Correct Answer: C

Question No.14

DRAG DROP

You make a phone call regarding an existing case record.

You need to create a phone call activity that appears on the case record timeline.

Which three 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.

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Correct Answer:

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Question No.15

DRAG DROP

You are a Dynamics 365 for Customer Service administrator. You need to implement queues to manage cases.

Which queue types should you use? To answer, drag the appropriate queue types to the correct scenarios. Each queue type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.

NOTE: Each correct selection is worth one point.

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Correct Answer:

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Question No.16

HOTSPOT

You use Dynamics 365 for Customer Service. You need to merge cases.

What is the outcome for the merge process? To answer, select the appropriate configuration in the answer area.

NOTE: Each correct selection is worth one point.

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Correct Answer:

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Question No.17

HOTSPOT

You are using Dynamics 365 for Customer Service. You have existing routing rules. You need to create a routing rule for cases and bulk-import cases.

Which actions should you perform? To answer, select the appropriate action in the dialog box in the answer area.

NOTE: Each correct selection is worth one point.

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Correct Answer:

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Question No.18

DRAG DROP

You are a Dynamics 365 for Customer Service administrator.

Your company requires a new phone-to-case business process flow for customer service representatives to follow.

The stages are as follows:

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Verification

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Acknowledgement and research Resolution

Customer service representatives must send an email to the customer when a case enters the acknowledgement-and-research stage.

You need to create the required business process flow and components.

Which three 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.

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Correct Answer:

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Question No.19

HOTSPOT

A company uses Dynamics 365 for Customer Service. You need to document the case resolution process.

How are each of the cases resolved? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

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Correct Answer:

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Question No.20

HOTSPOT

You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review.

You approve some articles and revert some articles to draft status.

For each action, what should you do next? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

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Correct Answer:

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