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NEW QUESTION 181
Which of the following statements is TRUE when designing a business process flow?

A.    You can use up to 40 steps for each stage.
B.    Each branch can be no more than 10 levels deep.
C.    You can select an entity relationship when defining a process flow.
D.    You can use a minimum of 30 stages per process, as well as a minimum of 30 steps per stage.

Answer: C
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/enhance-business-process-flows-branching

NEW QUESTION 182
You are employed as an administrator for your company’s Dynamics 365 for Customer Service implementation. Your company has several business process flows for managing contracts. You want to specify the default process flow. You configure the steps of the business process flows. Does the action achieve your objective?

A.    Yes, it does.
B.    No, it does not.

Answer: B
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/customize/business-process-flows-overview

NEW QUESTION 183
Your company makes use of Dynamics 365 for Customer Service. You have been tasked with configuring available working hours for help desk staff. The staff have different schedules. You are preparing to configure individual working hours. Which two of the following options should you configure? (Choose two.)

A.    Service management.
B.    Security settings.
C.    System settings
D.    All customer service calendars.

Answer: AD

NEW QUESTION 184
Your company makes use of Dynamics 365 for Customer Service. You have configured a customer service business unit as a parent of a call center, a digital response, and an escalation business unit. These business units all have their own queues. Customer service cases are directed to the correct parties via the queues. You have not amended any security roles. You have been tasked with making sure that a user in the customer service business unit is able to read queues in both the parent and child business units. You assign the user the System customizer security role. Does the action achieve your objective?

A.    Yes, it does.
B.    No, it does not.

Answer: B

NEW QUESTION 185
You make use of Dynamics 365 Customer Service. You have recently acquired Omnichannel for Customer Service. You want to make sure that the system automatically asks questions prior to the chat beginning. Which of the following actions should you take?

A.    You should configure a pre-conversation survey.
B.    You should configure Customer Voice.
C.    You should configure a Teams channel.
D.    You should configure an SMS channel.

Answer: A
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-pre-chat-survey

NEW QUESTION 186
You make use of Dynamics 365 Customer Service. You have recently acquired Omnichannel for Customer Service. You want to make sure that an agent is unable to view a client’s credit card data in a live chat. Which of the following actions should you take?

A.    You should configure a business rule.
B.    You should configure a data masking rule.
C.    You should configure data encryption.
D.    You should configure a routing rule.

Answer: B
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/data-masking-settings

NEW QUESTION 187
You are employed as an administrator for your company’s Dynamics 365 for Customer Service environment. You have been tasked with setting up Twilio SMS for the customer service division. Which of the following is required for this configuration? (Choose two.)

A.    A Customer ID.
B.    An Account ID.
C.    An Auth Token.
D.    An API Key.

Answer: BC
Explanation:
https://neilparkhurst.com/2020/11/06/omnichannel-for-customer-service-twilio-for-sms/

NEW QUESTION 188
You are employed as an administrator for your company’s Dynamics 365 for Customer Service implementation. You are currently creating case dashboard. You want to make sure that the dashboard displays cases by priority. Which of the following actions should you take?

A.    You should configure the use of a timeframe filter.
B.    You should configure the use of a priority filter.
C.    You should configure the use of a global filter.
D.    You should configure the use of a visual filter.

Answer: D
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-dashboard#visual-filter

NEW QUESTION 189
Your company makes use of Dynamics 365 for Customer Service. You employed as a customer service representative. You have been tasked with detecting and removing duplicate cases. You decide to make use of parent-child case relationships to achieve your goal. Does the action achieve your objective?

A.    Yes, it does.
B.    No, it does not.

Answer: B

NEW QUESTION 190
Your company makes use of Dynamics 365 for Customer Service. You employed as a customer service representative. You have been given the task of managing several lists of cases. You want to create a list of cases that are open for a month. Which of the following actions should you take?

A.    You should create a system view.
B.    You should create a public view.
C.    You should create a personal view.
D.    You should create a shared view.

Answer: C
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/customize/create-edit-views

NEW QUESTION 191
You are a Dynamics 365 for Customer Service administrator. You have been tasked with making sure that cases are automatically created for emails received by clients in possession of a support contract. You have created an automatic record creation and update rule. Which two of the following actions should you take next? (Choose two.)

A.    You should configure the rule to generate a case if a valid entitlement exists.
B.    You should configure the rule to send automatic email responses to customers when records are created.
C.    You should set the source type to service activity.
D.    You should set the source type to email.

Answer: AD

NEW QUESTION 192
You have been tasked with creating a phone call activity. You want to make sure that the activity appears on the case record timeline. Which of the following is the field that should be modified during the process?

A.    Owner
B.    Regarding
C.    Attachments
D.    Notes

Answer: B
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/basics/add-phone-call-task-email-appointment-activity-case-record

NEW QUESTION 193
Your company makes use of Dynamics 365 for Customer Service. You mistakenly close a case that had assigned to you prior to your work being completed. You want to open the case to carry on working on it. Which of the following actions should you take?

A.    You should create a new case based on the one that was accidentally closed.
B.    You should reactivate the closed case.
C.    You should reallocate the closed case
D.    You should create a new case and merge it with the closed case.

Answer: B

NEW QUESTION 194
You are employed as an administrator for your company’s Dynamics 365 for Customer Service implementation. You are preparing to merge duplicate cases. Which of the following is TRUE with regards to the state of the case and the status after these duplicate cases have been merged?

A.    The state of the case will change to Resolved and the state will change to Canceled.
B.    The state of the case will change to Merged and the state will change to Merged.
C.    The state of the case will change to Deleted and the state will change to Resolved.
D.    The state of the case will change to Canceled and the state will change to Merged.

Answer: D
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-merge-cases

NEW QUESTION 195
You are employed as an administrator for your company’s Dynamics 365 for Customer Service implementation. You have received articles that were created for a knowledge base from a reviewer. Which of the following actions should be taken for articles that are approved?

A.    The approved article must be sent to the Manager.
B.    The approved article must be published.
C.    The approved article must be sent back for final edits.
D.    The approved article’s status must be changed to Active.

Answer: B

NEW QUESTION 196
Your company makes use of Dynamics 365 for Customer Service. You need to assign a case in the queue that is currently routed to you to a different user because you have booked time off work. You share the case. Does the action achieve your objective?

A.    Yes, it does.
B.    No, it does not.

Answer: B

NEW QUESTION 197
Your company makes use of Dynamics 365 Customer Service with the default settings unchanged. You want to find like cases in the system using a default search feature. You make use of Quick Find. Does the action achieve your objective?

A.    Yes, it does.
B.    No, it does not.

Answer: A
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/admin/configure-quick-find

NEW QUESTION 198
You are employed as a system administrator for your company’s Dynamics 365 for Customer Service implementation. You have been tasked with creating a service-level agreement (SLA) that allows for times and status’ of an SLA to be tracked. Which of the following is the type of SLA you should create?

A.    Atypical
B.    KPI
C.    Enhanced
D.    Standard

Answer: B
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-level-agreements

NEW QUESTION 199
You are employed as a system administrator for your company’s Dynamics 365 for Customer Service implementation. You have been tasked with making sure that customer service representatives have the ability to add service-level agreements (SLAs) to a record manually. You activate the SLA. Does the action achieve your objective?

A.    Yes, it does.
B.    No, it does not.

Answer: B
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-level-agreements

NEW QUESTION 200
Your company makes use of Dynamics 365 for Customer Service. You are employed as an administrator. You are required to configure an entitlement template for a standard support contract that allows for 40 hours of email support, as well as Phone as a premium service in allotments of 20 incidents. Which of the following is TRUE with regards to the entitlement channel?

A.    It should be set to Email only.
B.    It should be set to Phone only.
C.    It should be set to Email and Phone.
D.    It is an unnecessary setting.

Answer: A
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entitlements-templates

NEW QUESTION 201
You are a Dynamics 365 for Customer Service manager. You are preparing to configure queues for the purpose of managing support. After assigning teams respectively to a queue, you need to decide on the type of queue you are going to create. You decide to create a Public queue. Does the action achieve your objective?

A.    Yes, it does.
B.    No, it does not.

Answer: B
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queues-manage-activities-cases

NEW QUESTION 202
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