MB-230 Practice Test

MB-230 Practice Test practice questions, page 5 of 19, with answer review and explanations.

Question 21

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. Select and Place:

Question 22

A customer service organization plans to implement knowledge management for a custom entity named Root Cause Analysis. Users must be able to search, link, and rate knowledge articles. Users must be provided with suggested knowledge articles. You need to configure Dynamics 365 for Customer Service. Which three actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

  1. Navigate to the Knowledge Base Management Settings wizard. Then, navigate to Record types and select Root Cause Analysis.
  2. Add a lookup to the article entity.
  3. In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a knowledge base search control.
  4. In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a subgrid for knowledge articles.
  5. In Solution Explorer, select the Root Cause Analysis entity and then select Knowledge management.

Question 23

A client plans to implement a case resolution process. Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. Hot Area:

Question 24

A company implements Dynamics 365 for Customer Service. You are assigned a case. You accidently close the case before completing your work. You need to ensure that you can continue to work on the case. What should you do?

  1. Reassign the case
  2. Reactivate the case
  3. Clone the case
  4. Change the status reason to In Progress

Question 25

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. Hot Area: