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Microsoft MB-230 Exam is a comprehensive exam that tests the candidate's knowledge of the Dynamics 365 Customer Service module. It's a challenging exam that requires a thorough understanding of the platform and its capabilities. To pass the exam, candidates must have a strong understanding of the module's functionality, configuration options, and best practices for implementing and customizing the application.

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q62-Q67):

NEW QUESTION # 62
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?

A. Add the product and case type fields as fields that child cases will inherit from the parent case.
Set the closure preference setting to Don't allow parent case closure until all child cases are closed.
B. Create a business rule.
C. Set the closure preference setting to Don't allow parent case closure until all child cases are closed.
In Settings, navigate to Customizations.
On the case entity, update the Incident-Incident Resolution case relationship field mapping to include the fields.
D. Set the closure preference setting to Don't allow parent case closure until all child cases are closed.

Answer: A

NEW QUESTION # 63
You are a Dynamics 365 for Customer Service administrator.
Your company provides standard support contracts for 20 hours of email support. Phone is offered as a premium service in allotments of 10 incidents.
You need to set up an entitlement template for the standard support.
What should you configure?

A. Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to Email. Set the value of the Total terms field to 20.
B. Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to Email. Set the value of the Total terms field to 0.
Add the Phone option.
Set the value of the Total Terms field to 10.
C. Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to Email.
Set the value of the Total terms field to 10.
Add the Phone option. Set the value of the Total Terms field to 10.
D. Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to Phone.
Set the value of the Total terms value to 20.

Answer: A

NEW QUESTION # 64
Which of the following capabilities is only available when using enhanced SLAs?

A. track Key Performance Indicators (KPIs)
B. use security roles to control SLA creation
C. pause an SLA
D. define failure actions

Answer: A

NEW QUESTION # 65
You view the interactive dashboard in the Microsoft Dynamics 365 Customer Service Hub.

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.

Answer:

Explanation:

NEW QUESTION # 66
You are a Dynamics 365 for Customer Service administrator.
You need to categorize activities and cases by using queues.
How should you categorize each record? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION # 67
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