MB-230 Practice Test 10 — 10 Questions

Question 1

You are configuring unified routing for a customer service center. The organization wants to route incoming cases to queues based on the case's priority. You have created a workstream for the Case entity and added a route-to-queue rule that routes high-priority cases to the 'Escalation' queue. However, when testing, you notice that all cases, regardless of priority, are going to the 'General' queue. What is the most likely cause?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

The route-to-queue rule is not activated or is placed after a catch-all rule that routes all cases to the General queue.. In unified routing, rules are evaluated in the order they appear. A catch-all rule without conditions will match every case and route it to the specified queue, overriding any subsequent rules. Therefore, the priority-based rule must be placed before any catch-all rule to ensure it is evaluated first. Additionally, the rule must be activated for it to take effect.

Answer

The 'Escalation' queue does not have any agents assigned, so the system defaults to the General queue.

Answer

The workstream is not set to 'Record' type, so it cannot route cases.

Answer

The priority field on the case is not mapped to the routing rule condition correctly.

Question 2

You are extending a Customer Service workspace by adding a custom session template. The template must open a specific model-driven app page alongside a customer summary and a timeline. Which component should you configure to define the tabs and their order in the session?

Accepted Answer

Session template record with associated tab records. Session templates in Customer Service workspace specify the tabs and their order for a given session type. By creating a session template and adding tab records, you control exactly which pages (such as a model-driven app page, customer summary, and timeline) appear and in what order, providing a tailored agent experience.

Answer

Power Apps component framework (PCF) control for session layout

Answer

Unified Routing rule set with a custom workstream

Answer

Custom channel with a pre-chat survey

Question 3

A customer service manager wants to ensure that cases created from the 'Platinum' tier customers are automatically routed to a dedicated queue named 'Platinum Support'. The routing should occur as soon as the case is created. What should you configure?

Accepted Answer

A queue with a condition-based routing rule that checks the customer tier.. Condition-based routing rules are used to evaluate case attributes and route cases to specific queues. By creating a rule that checks the customer tier and routes to the 'Platinum Support' queue, you ensure that Platinum cases are automatically directed to the correct queue upon creation.

Answer

A workstream that uses a round-robin assignment method to distribute cases evenly.

Answer

A routing rule that sets the case priority to 'High' for Platinum customers.

Answer

A workflow that assigns the case to a specific agent in the Platinum Support queue.

Question 4

You are configuring unified routing for a customer service center. The organization wants to route incoming cases to queues based on the case's priority. You have created a workstream for the Case entity and added a route-to-queue rule that routes high-priority cases to the 'Escalation' queue. However, when testing, you notice that all cases, regardless of priority, are going to the 'General' queue. What is the most likely cause?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

Configure a work item priority rule based on the case priority field.. Work item priority rules in unified routing allow you to assign a priority to work items based on entity attributes. By creating a rule that uses the case priority field, you can ensure that higher priority cases are assigned before lower priority ones. This is the correct way to prioritize cases within a queue. Other configurations like queue priority or skill-based assignment do not address the order of assignment within the queue.

Answer

Enable skill-based assignment and include a skill for case priority.

Answer

Set the capacity profile to prioritize high-priority cases.

Answer

Set the queue priority to 'High' for the Support queue.

Question 5

You are implementing a custom action in a Power Automate flow that is triggered from a Customer Service case. The action must update a field on the case record and then post a message to the associated Teams channel. Which step should you include in the flow to update the case record?

Accepted Answer

Use the 'Update a record' action for the Case entity. To update a case record from a Power Automate flow, use the 'Update a record' action targeting the Case entity. This action allows you to specify the case ID and the fields to change. After updating, you can post to Teams using the appropriate Teams connector action.

Answer

Use the 'Perform an unbound action' with a custom action name

Answer

Use the 'Create a record' action for the Case entity

Answer

Use the 'Update a record' action for the Account entity

Question 6

A customer service organization wants to ensure that when an agent is handling a chat, they can see a list of suggested knowledge articles based on the conversation content. The organization also wants to track which articles are most effective. Which feature should the consultant configure?

Accepted Answer

Smart Assist. Smart Assist is the feature that analyzes conversation content and proactively suggests knowledge articles to agents. It also captures data on which suggestions are used, enabling effectiveness tracking. Knowledge search, agent scripts, and the productivity pane do not provide these capabilities on their own.

Answer

Agent scripts

Answer

Knowledge search

Answer

Productivity pane

Question 7

You are a functional consultant at Northwind Traders. The customer service team uses Dynamics 365 Customer Service. They need to ensure that when an agent resolves a case, a survey is automatically sent to the customer to gather feedback. The survey must be sent only if the customer's consent is recorded. What should you configure?

Accepted Answer

A Power Automate flow that triggers on case resolution, checks a consent field, and sends a Customer Voice survey if consent is true.. The requirement is to send a survey upon case resolution only if customer consent is recorded. A Power Automate flow can be triggered on case resolution, check the consent field, and then send a Customer Voice survey if consent is true. This solution is flexible, integrates with Dynamics 365, and handles the conditional logic. Other options either do not check consent or cannot send surveys.

Answer

A business rule that checks consent and sends a survey via an action.

Answer

A customer voice survey configured with a workflow that sends it upon case resolution.

Answer

A Power Automate flow that triggers on case resolution and sends a survey using Microsoft Forms Pro.

Question 8

You are setting up a new voice channel in Dynamics 365 Customer Service. The organization wants to route incoming calls to agents based on the caller's language preference. Which two components must you configure to enable language-based routing? (Choose two.)

Accepted Answer

Add a 'Language' skill to the agent's user record and set the proficiency level.. Language-based routing requires two key components: agents must have a language skill defined with a proficiency level, and the workstream must contain a routing rule that evaluates the caller's language and routes to a queue requiring that skill. Without the skill on the agent, the routing engine cannot match; without the routing rule, the language attribute is not used to direct the call. Together, they ensure calls reach agents who speak the caller's language.

Answer

Configure the voice channel to use a specific language model for speech recognition.

Answer

Set the queue's assignment method to 'Round Robin' to ensure even distribution among language speakers.

Answer

Enable 'Presence-based routing' on the workstream to check agent availability for the language.

Question 9

You are configuring unified routing for a customer service center. The organization wants to route incoming cases to queues based on the case's priority. You have created a workstream for the Case entity and added a route-to-queue rule that routes high-priority cases to the 'Escalation' queue. However, when testing, you notice that all cases, regardless of priority, are going to the 'General' queue. What is the most likely cause?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

Create two queues, one for high priority and one for low priority, and assign different assignment methods to each queue.. To use different assignment methods based on case priority, you need separate queues because assignment methods are configured at the queue level. Routing rules can direct cases to the appropriate queue based on priority. This allows high-priority cases to use highest capacity and low-priority cases to use round robin, meeting the requirement.

Answer

Use a single queue with the 'Highest capacity' assignment method and rely on the capacity profile to prioritize high-priority cases.

Answer

Configure a single queue with a custom assignment method using a Power Automate flow to check priority and assign accordingly.

Answer

Set up a single queue and use a routing rule to assign high-priority cases to specific agents and low-priority cases to others.

Question 10

A customer service representative at Alpine Ski House needs to quickly find all cases that are related to a specific product. Which feature should the representative use?

Accepted Answer

Use the Advanced Find feature to query cases by the Product field.. Advanced Find is the correct tool for quickly querying cases by the Product field. It allows ad-hoc filtering without customization and can be used by any user with read privileges. The search box may not cover lookup fields, creating a system view is not quick, and the timeline is for activities, not case filtering.

Answer

Use the Timeline control to filter activities by product.

Answer

Use the search box on the Cases view and enter the product name.

Answer

Create a new system view that filters cases by the Product field.