MB-230 Practice Test

MB-230 Practice Test practice questions, page 4 of 19, with answer review and explanations.

Question 16

A company implements Dynamics 365 for Customer Service. Which status reason is used for each case status? To answer, select the appropriate option in the answer area. NOTE: Each correct selection is worth one point. Hot Area:

Question 17

You are a customer service representative using Dynamics 365 for Customer Service. You need to identify and eliminate duplicate cases. What should you do?

  1. Configure Dynamics 365 AI for Customer Service
  2. Use business rules
  3. Merge cases
  4. Use parent-child case relationships

Question 18

You are a system administrator for Dynamics 365 for Customer Service. All child cases must inherit the product, customer name, case title, and case type from the parent case. Parent cases must not be closed until all child cases are closed. You need to configure cases. What should you do?

  1. Validate that customer and case title fields have not been removed as fields that child cases inherit from parent cases. Add product and case-type fields to the list. Set the closure preference setting to Don't allow parent case closure until all child cases are closed.
  2. On the case entity, update the Parent case-Child case 1:N relationship field mapping to include the fields. Create a business rule on the case entity to prevent the parent from closing if it has one or more open child cases.
  3. Create a business rule.
  4. Validate that customer and case title fields have not been removed as fields that child cases inherit from the parent cases. Add product and case-type fields to the list. The closure preference setting does not need to be changed. This is default behavior.

Question 19

You are a customer service representative working with cases in Dynamics 365 for Customer Service. You need to manage multiple lists of cases. Which actions should you perform? To answer, select the appropriate configuration in the answer area. NOTE: Each correct selection is worth one point. Hot Area:

Question 20

You manage Dynamics 365 for Customer Service. You need to configure automatic case creation for emails received by customers who have a support contract. What should you do?

  1. Configure service level agreements to be on hold until a call can be made to the customer.
  2. Create an automatic record creation and update rule. Set the source type to email. Configure the rule to send automatic email responses to customers when records are created.
  3. Create an automatic record creation and update rule. Set the source type to service activity. Configure the rule to send automatic email responses to customers when records are created.
  4. Create an automatic record creation and update rule. Set the source type to email. If a valid entitlement exists, configure the rule to create a case.