MB-230 Practice Test

MB-230 Practice Test practice questions, page 18 of 19, with answer review and explanations.

Question 86

You are a Dynamics 365 for Customer Service administrator. Your company provides standard support contracts for a total of 20 hours of email support. All 20 hours are for email support only. Phone support 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 up an entitlement record for each account. Set the value of the Total terms field for an entitlement to 20. Do not configure an entitlement channel.
  2. Set the value of the Total terms field for an entitlement to 20. Set the value of the entitlement channel option to Email.
  3. Set up an entitlement record for each account. Set the value of the Total terms field for an entitlement to 20. Set the entitlement channel option to Web. Set the value of the Total terms field to 20.
  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.

Question 87

You are using Dynamics 365 for Customer Service. You need to create the entitlements for your customers. What should you do?

  1. Create queues for each channel.
  2. Create an entity for each channel and configure the relationship with the entitlement.
  3. Configure entitlement channels.
  4. Configure routing rules.

Question 88

You are a Dynamics 365 for Customer Service administrator. You must track time against enhanced service-level agreements (SLAs). You need to add a timer. 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. Select and Place:

Question 89

You are a customer service manager for a company using Dynamics 365 for Customer Service. You need to set up queues to manage support. You assign a team to each queue. What type of queue should you configure?

  1. Personal
  2. Private
  3. Business unit
  4. Public

Question 90

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. Select and Place: