MB-230 Practice Test

Question 31

A company uses Dynamics 365 Customer Service. You are configuring the advanced similarity rules. You create a similarity rule on cases and put an exact match for the Modified On field in the Match Fields tab. You test the rule and discover that exact matches do not appear. You need to determine why the rule is not working. What are two possible reasons why the rule is not working? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

1. A Power Automate flow was not created.
2. The similarity rule is deactivated.
3. The security role is not set to run the similarity rule.
4. The similarity rule was not published.
5. The Modified On field is not set to searchable in the customization of the case entity in the solution.

Question 32

You are a help desk representative for an organization using Dynamics 365 Customer Service. Users need to search within the system for similar cases. None of the out-of-the-box settings have been changed. You need to determine which search features are available for use by default. Which two search features are available? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

1. Advanced Find
2. Quick Find
3. Relevance Search
4. Full-text Quick Find

Question 33

You are a Dynamics 365 Customer Service administrator. You need to add a new status reason to the case entity. What are two possible ways to accomplish the goal? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

1. Navigate to Cases in the Customer Service Hub app. Open a record, edit the form, and then edit the Status reason field.
2. Modify the existing solution and the case entity. Edit the status reason and add an additional status reason value.
3. Create a new solution and add the existing Case entity. Select Status Reason and add a new value.
4. Modify the existing solution. Add another entity named Status. Then, create a status reason field with additional options.

Question 34

You are using Dynamics 365 Customer Service. You are viewing a knowledge base (KB) article from a case record. Knowledge management is set up to use an external portal. You need to link the article to the case and share the article with the customer. What is the solution for each requirement? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. Hot Area:

Question 35

You set a default entitlement for a customer. You need to ensure that the default entitlement is automatically associated with a case. What are two possible ways to achieve this goal? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

1. Create a case.
2. Update the customer, contact, or product field on an existing case.
3. Update the description field on an existing case.
4. Add an activity to an existing case.