MB-230 Practice Test practice questions, page 17 of 19, with answer review and explanations.
Question 81
You manage a Dynamics 365 Customer Service environment. The company processes thousands of cases daily. Some cases are parent cases, but most are child cases. When a child case is created, users report that they must re-enter information in fields from the parent case. You need to ensure that, when a new child case is created from within the context of a parent case, information in specific fields from the parent case is passed to the child case fields. What should you do?
Use a business rule.
Create a many-to-many relationship and update the data mapping.
Create a routing rule.
Update the attributes that the child case will inherit from the parent case.
Question 82
A customer service manager wants to find out how agents describe the reasons that customers call in for support. The manager also wants topics to be automated. You need to ensure that the manager's requirements are met. What should you configure?
Case age for data mapping and automation of topic by using Power Virtual Agents.
Last interaction for data mapping and automation of topic by using a bot.
Last interaction for data mapping and automation of topic by using Power Virtual Agents.
Case title for data mapping and automation of topic by using a bot.
Question 83
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets 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 creating agent scripts that have macros for quick steps for agents in a support center. Agents need to be able to open a case from one of the steps in the agent scripts. You need to select a type of connector to use to create the macro. Solution: Configure the macro by using a custom connector. Does the solution meet the goal?
Yes
No
Question 84
You manage a Dynamics 365 for Customer Service environment. The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entitlement. You need to create the entitlement for the customer. What should you do?
Create a new template with the dates and terms. Activate the template.
Delete the old entitlement. Create a new entitlement template.
Add the new end date to the current entitlement and set new terms. Activate the entitlement.
Make a copy of the old entitlement. Activate the copy.
In the old entitlement, zero out the remaining terms and the total terms. Activate the entitlement.
Question 85
You are using Dynamics 365 for Customer Service. You need to automate the process of adding cases to a queue. What should you do?
Use routing rules
Use the convert activities functionality with cases