MB-230 Practice Test

MB-230 Practice Test practice questions, page 11 of 19, with answer review and explanations.

Question 51

A company implements Dynamics 365 Customer Voice. The company sends out customer satisfaction surveys. The service team creates one survey from a blank project and others from a predefined project template. When the company receives all the survey responses, a member of the service team must analyze the results. The member must calculate satisfaction scores to help the service manager identify required efficiency changes for the department. You need to determine which type of satisfaction metrics to use. Which metrics should you use? To answer, drag the appropriate metrics to the correct scores. Each metric 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.

Question 52

A company uses Dynamics 365 Customer Voice. The company requires the following for a survey: • The survey must be sent automatically each time a salesperson visits a customer and closes the appointment. • If a survey satisfaction score is negative, an activity must be created for the salesperson. You need to configure the survey. What should you do? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

Question 53

A company deploys Dynamics 365 Customer Service. A service manager requires a new classification ruleset for Bronze-type customers. The Bronze type customers require an answer within five hours. You need to create the classification ruleset. In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.

Question 54

A customer service manager needs a new business process flow to manage support for a product rollout for bicycles. There are two bicycle models: standard and high performance. Support representatives must be able to: • Specify the model of the bicycle. • Capture comments from customer support issues if the bicycle is the high-performance model. You need to create the business process flow. What should you configure for each requirement? To answer, select the appropriate options in the answer area.

Question 55

A client wants to use the knowledge base in Dynamics 365 Customer Service. You need to identify the state of a knowledge base article when an event occurs. What are the states of the articles? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.