MB-230 Practice Test

MB-230 Practice Test practice questions, page 9 of 19, with answer review and explanations.

Question 41

You are configuring Dynamics 365 Customer Service. Child cases must inherit the customer name and contact from the parent case when opened. You need to configure the case inheritance. 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.

Question 42

A company is implementing a customized app that will automatically route cases. You need to determine the correct URL to connect to the app location in the cloud. Which URL format should you use?

  1. https://"<"org">.dynamics.com/apps
  2. https://"<"org">.crm.dynamics.com/
  3. https:// . .dynamics.com/Apps/uniquename/
  4. https://"<"org">/apps

Question 43

You are modifying the phone-to-case process in Dynamics 365 Customer Service. You create a flow by using PowerApps as shown in the exhibit. (Click the Exhibit tab.) You must modify the business process flow to include the check-email step at the beginning of the research stage. Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic. NOTE: Each correct selection is worth one point.

Question 44

You are an administrator of a Dynamics 365 Customer Service system for a computer support company. Team members must handle cases as follows: • A case for a new customer follows a different process than for a returning customer. • A case for a returning customer who has a contract follows a different process than for a customer who is pay as you go. • All cases must be researched and resolved. • Cases must be handled in a manner that is simple to maintain. You need to ensure that all team members follow the same process for handling cases. What should you do?

  1. Create a business process flow that branches.
  2. Create two different forms and a business process flow for each type of customer.
  3. Create a Power Automate flow that branches.
  4. Create two different queues for the different types of customers.

Question 45

You are a Dynamics 365 administrator. You want to set up a child/parent relationship for cases so that the child case inherits different fields from the parent case. You need to set up the appropriate child/parent relationship. 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.