MB-230 Practice Test 11 — 15 Questions

Question 1

You are configuring skills for unified routing in Dynamics 365 Customer Service. You need to ensure that work items are matched to agents based on specific skills. Which two components must be configured to enable skill-based routing? (Choose two.)

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

Accepted Answer

Work item skills. Skill-based routing in unified routing requires two main components: skills assigned to agents (bookable resource skills) and skills required by work items (work item skills). The routing engine matches these to find the best agent. Without both, the system cannot perform skill-based matching. Other elements like queues or rules are not specific to skill-based routing and do not directly enable it.

Answer

Skill-based assignment rules

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Skill-based queues

Answer

Skill-based routing rules

Question 2

You are a functional consultant at Lucerne Shipping. Agents frequently resolve cases by phone but forget to capture the resolution details. Management wants to require a resolution description before an agent can resolve a case, and they want the requirement applied consistently to all case forms. What should you configure?

Accepted Answer

Create a synchronous pre-operation plug-in registered on the Resolve message for the Case entity that throws an error when the description is empty.. Server-side enforcement is the only way to guarantee a required resolution description across every client and integration. A synchronous pre-operation plug-in on the Resolve message validates the data before the database transaction commits, so the case cannot be resolved without the description. Form-level requirements, client-side scripts, and post-update flows either apply only to specific UI paths or run too late to prevent the invalid resolution.

Answer

Make the Resolution field business required on the Case main form.

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Create a Power Automate cloud flow that runs on case resolution and rejects the update if the description is blank.

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Configure a custom case resolution dialog with JavaScript that validates the description field before allowing the resolve action.

Question 3

You are configuring unified routing for a customer service center. Agents must be assigned work only when their total active work items are below a specified limit, and the system should automatically remove agents from assignment when they reach that limit. Which capacity profile setting should you configure?

Accepted Answer

Set the agent's capacity to a numeric value in the Capacity Profile record.. The capacity profile is the only mechanism that enforces a maximum number of concurrent work items per agent. When an agent's active work items reach the configured capacity, the routing engine stops assigning new work and effectively removes the agent from the assignment pool until capacity frees up.

Answer

Set the queue's assignment method to 'Highest capacity'.

Answer

Enable the 'Presence-based routing' option in the workstream.

Answer

Configure a skill-based rule that requires agents to have a 'Capacity' skill.

Question 4

A customer service representative at Adventure Works is working on a case and needs to see all the interactions with the customer in a single view, including emails, phone calls, and appointments. Which feature should the representative use?

Accepted Answer

Timeline. The Timeline control is designed to show all activities and notes related to a record in a single, chronological feed. It aggregates emails, phone calls, appointments, tasks, and posts, giving the representative a complete view of customer interactions. Other options either show subsets of data or are not focused on a single case's interaction history.

Answer

Related Cases

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Activities view

Answer

Customer Service Hub dashboard

Question 5

You are a functional consultant at Lucerne Publishing. The service manager wants to ensure that when a case is escalated, the original case remains open and a new escalation case is created and assigned to a specialist team. What should you configure?

Accepted Answer

Create a workflow that creates a new case record and assigns it to the specialist team when the original case is escalated.. To keep the original case open and create a new escalation case assigned to a specialist team, you should configure a workflow that triggers on escalation and creates a new case record. This allows both cases to be tracked independently and ensures the specialist team receives the escalation.

Answer

Configure a routing rule that creates a new case when the original case priority is set to High.

Answer

Use the out-of-box 'Escalate Case' action, which automatically creates a child case and assigns it to a queue.

Answer

Set up a real-time workflow that changes the case status to Escalated and reassigns it to the specialist team.

Question 6

You are configuring a workstream for a new messaging channel in Dynamics 365 Customer Service. The organization wants to ensure that when an agent closes a conversation, the customer receives a satisfaction survey. Which feature should you configure?

Accepted Answer

Post-conversation survey. Post-conversation surveys are a built-in feature for messaging channels that automatically send a survey to the customer after the agent ends the conversation. This directly fulfills the requirement to collect satisfaction feedback upon conversation close. Other options either require manual intervention or are not designed for automatic post-conversation feedback.

Answer

Customer Voice survey embedded in the chat

Answer

Agent script with a survey question

Answer

Sentiment analysis with automatic follow-up

Question 7

You are extending a Customer Service environment by creating a custom action that will be triggered from a case record. The action must call an external REST API, pass the case ID, and update the case with the response. You have written a plug-in that implements the logic. Where should you register the plug-in step to ensure it executes when the custom action is invoked?

Accepted Answer

On the custom action message, post-operation.. To have a plug-in execute when a custom action is invoked, you must register a step on that custom action's message. Post-operation is appropriate because it runs after the action's main logic, allowing access to output parameters and the ability to update the case. Registering on entity messages like Create, Update, or Retrieve would trigger at incorrect times and not align with the action invocation.

Answer

On the Retrieve message of the Case entity, post-operation.

Answer

On the Update message of the Case entity, pre-operation.

Answer

On the Create message of the Case entity, post-operation.

Question 8

A customer service manager wants to enable agents to quickly view a customer's recent orders from an external system while working on a case in Dynamics 365 Customer Service. The external system provides a REST API that returns order data in JSON format. The manager wants the order data to appear in a section on the Case form without navigating away. What should you implement?

Accepted Answer

An HTML web resource that calls the REST API and displays the order data.. An HTML web resource is the appropriate choice because it can be embedded on the Case form, call the external REST API using JavaScript, and display the order data in a section. This provides real-time visibility without navigating away. Other options either require data duplication, do not provide real-time display, or are not capable of calling external APIs. The web resource approach is standard for such integrations.

Answer

A Power Automate flow that retrieves orders and creates notes on the case.

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A custom entity to store order data synced from the external system.

Answer

A business rule that calls the REST API and populates fields on the Case form.

Question 9

You are configuring unified routing for a customer service center. The center receives a high volume of email inquiries and wants to distribute them evenly among available agents to prevent any single agent from being overloaded. You need to select the assignment method that best meets this requirement. Which assignment method should you use?

Accepted Answer

Round robin. Round robin is designed to distribute work items evenly among available agents by cycling through them in order. This prevents any single agent from being overwhelmed and ensures a balanced workload. Highest capacity, longest idle, and preferred agent do not guarantee even distribution and are used for different scenarios. Round robin is the correct choice for even distribution.

Answer

Longest idle

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Preferred agent

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Highest capacity

Question 10

You are a functional consultant configuring a custom channel in Omnichannel for Customer Service. The channel must display a pre-chat survey that collects the customer's issue category and then, based on the selected category, dynamically show additional questions. Which feature should you use to implement this dynamic behavior in the pre-chat survey?

Accepted Answer

Pre-chat survey with question branching based on previous answers. The pre-chat survey in Omnichannel for Customer Service includes native branching logic. You can configure questions to appear conditionally based on previous answers, enabling dynamic data collection without custom code. This is the supported and maintainable approach for the described requirement.

Answer

Custom JavaScript that manipulates the DOM of the chat widget

Answer

Adaptive Cards with conditional visibility rules

Answer

Pre-chat survey with branching logic using Power Automate

Question 11

A customer service supervisor at Adventure Works is configuring parent-child case settings in Dynamics 365 Customer Service. The supervisor wants to ensure that when a parent case is resolved, all child cases are also resolved. The supervisor also needs to prevent a parent case from being resolved while any child case is still active. Which two settings should the supervisor enable? (Choose two.)

Accepted Answer

Close all child cases when the parent case is resolved.. Enabling 'Close all child cases when the parent case is resolved' ensures child cases are resolved with the parent. Enabling 'Don't allow parent case to be resolved until all child cases are resolved' prevents early parent closure. Together, these settings meet both requirements for parent-child case resolution behavior in Dynamics 365 Customer Service.

Answer

Automatically create child cases when a parent case is created.

Answer

Reopen child cases when the parent case is reopened.

Answer

Merge child cases into the parent case upon resolution.

Question 12

You are a functional consultant for a Dynamics 365 Customer Service implementation. The service manager wants to enforce that agents cannot close a case unless the Resolution field is populated with at least 20 characters. What should you configure?

Accepted Answer

Configure a business rule on the Case entity that shows an error message and prevents saving if the Resolution field has fewer than 20 characters.. A business rule can enforce that the Resolution field contains at least 20 characters by using a condition and an error message action. This prevents saving on the form. While it may not cover all channels, it is the most appropriate no-code configuration for form-based enforcement. Other options either do not enforce the length or do not prevent the action.

Answer

Add a JavaScript web resource to the Case form's OnSave event that validates the Resolution field length and cancels the save if it is less than 20 characters.

Answer

Create a Power Automate cloud flow that triggers when a case is closed and sends an email to the agent if the Resolution field is empty.

Answer

Create a business rule on the Case entity that sets the Resolution field as required and applies to the Case form.

Question 13

You are implementing unified routing for a customer service team at Tailspin Toys. The team wants cases to be routed to agents based on skills and capacity. Which two components must you configure to enable skill-based routing for cases? (Choose two.)

Accepted Answer

Create a workstream with a routing rule set that includes skill-based conditions.. Skill-based routing in unified routing requires skills to be defined and assigned to bookable resources such as users or teams, and it requires a workstream for the case record type with a routing rule set that evaluates those skills. Together, these components let the routing engine match incoming cases to agents who have the right expertise. Capacity profiles and default assignment rules support other routing goals but are not essential for skill-based routing.

Answer

Configure a capacity profile and assign it to the workstream.

Answer

Enable the 'Unified Routing' setting in the Customer Service admin center.

Answer

Create an assignment rule that assigns cases to the default queue.

Question 14

A consultant is configuring unified routing for a customer service center. The organization wants to route incoming cases based on the skill level of agents. The consultant needs to ensure that cases requiring a 'Technical' skill level of 3 or higher are only assigned to agents who meet this proficiency. Which TWO components must be configured to achieve this requirement? (Choose two.)

Accepted Answer

Skill-based routing rules in the workstream.. To route cases based on agent skills, you must define the required skills and proficiency levels in the workstream's routing rules and ensure that agents have those skills and proficiency levels set in their user profiles. The routing engine then matches cases to agents who meet the criteria.

Answer

Queue assignment rules based on case priority.

Answer

Capacity profiles for each agent.

Answer

Presence status synchronization with Microsoft Teams.

Question 15

A customer service representative at Adventure Works is working on a case and needs to add a note that includes a file attachment. The representative wants to ensure that the attachment is stored within the case record and can be accessed by other team members. What should the representative do?

Accepted Answer

Use the Timeline control to add a note and attach the file.. The Timeline control on the case form is the native component for adding notes and attachments. When a representative adds a note and attaches a file, the file is stored as an attachment to the note, which is part of the case record. This makes the attachment accessible to all team members who have access to the case, fulfilling the requirement efficiently.

Answer

Add the file as an attachment to an email and send it to the customer.

Answer

Add a custom entity for attachments and link it to the case.

Answer

Create a SharePoint document location and upload the file there.