Ace Your MB-230 Dynamics 365 for Customer Service Functional Consultant Associate Exam

Microsoft Dynamics 365 for Customer Service Questions and Answers

Question 13

You are using Dynamics 365 Customer Service.

You need to ensure that customers request support by using email, phone or web, based on their signed contracts with your company.

What should you do?

Configure entitlement channels.

Create an entity for each channel and configure the relationship with the entitlement.

Create queues for each channel.

Configure routing rules.

Question 14

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.

Question 15

Customer service representatives are not able to manually add service-level agreements (SLAs) to a record.

You need to enable on-demand SLAs.

What should you do?

Configure the scope of the workflow

Publish the on-demand SLA

Activate the SLA

Request an administrator to add the SLA field to the entity form

Question 16

A company installs and services air filtration units for industrial manufacturing plants. The company is implementing Dynamics 365 Customer Service.

Each regional location supports a specific geographic region. Installers and service technicians are dispatched from these regional locations.

You need to configure the system to optimize work scheduling.

How should you configure the system? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.