MB-230 Practice Test 12 — 15 Questions

Question 1

You are a functional consultant for a company using Dynamics 365 Customer Service. The customer service manager wants to provide agents with a custom button on the Case form that, when clicked, opens a specific knowledge article in a new browser tab. The button should be visible only when the case status is 'Active'. Which method should you use to implement this requirement?

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

Accepted Answer

Add a custom command button to the Case form ribbon and use a JavaScript web resource to control its visibility and action.. The ribbon in Dynamics 365 is extensible through the Ribbon Workbench or directly via solution XML. You can add a custom button, define enable and display rules that reference JavaScript web resources to check the case status, and specify a command action that runs JavaScript to open the knowledge article URL. This is the standard, supported method for adding context-sensitive buttons on forms.

Answer

Use a Power Automate flow triggered on the case status change to send an email with the knowledge article link.

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Add a web resource to the form that displays a button using HTML and JavaScript, and embed it as an IFRAME.

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Create a business rule that sets a field value and use a workflow to open a URL when the field changes.

Question 2

A consultant is configuring unified routing for a customer service center that handles both email and chat. The organization wants to ensure that chat conversations are routed only to agents who are currently available and have a maximum capacity of two concurrent chats. Which configuration should the consultant implement to enforce this?

Accepted Answer

Create a capacity profile with a unit limit of 2 for chat and assign it to the agents.. Capacity profiles are the correct way to enforce limits on the number of concurrent conversations an agent can handle. By creating a profile with a unit limit of 2 for chat and assigning it to agents, the routing engine ensures agents are not assigned more than two chats simultaneously.

Answer

Set the maximum number of sessions per agent to 2 in the chat channel settings.

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Configure the workstream to limit the number of active conversations per agent to 2.

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Use a routing rule to assign chats only to agents with a capacity of 2 or more.

Question 3

You are a functional consultant for a company using Dynamics 365 Customer Service. The customer service manager wants to provide agents with a custom button on the Case form that, when clicked, opens a specific knowledge article in a new browser tab. The button should be visible only when the case status is 'Active'. Which method should you use to implement this requirement?

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

Accepted Answer

Use the Param function in the canvas app and pass the case ID via the URL query string. Embedded canvas apps receive parameters via URL query strings. The Param function in Power Apps reads these values, allowing the app to use the case ID for external calls. This is the documented and supported method for passing context from a model-driven form to an embedded canvas app, ensuring the app can dynamically respond to the current record.

Answer

Configure a Power Automate flow that triggers when the Case form loads and passes the case ID to the canvas app via a push notification

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Use the Dataverse connector in the canvas app to retrieve the current case record based on the user's context

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Use a JavaScript web resource to set a global variable that the canvas app reads via the ComponentFramework context

Question 4

You are implementing a custom action in Dynamics 365 Customer Service that must be triggered when a case is escalated. The action must update the case record and also create a task for the escalation team. The action should be reusable across multiple entities. What should you create?

Accepted Answer

A custom action that includes steps to update the case and create a task, and is configured to be global.. A global custom action is the correct choice because it can be called from any entity and can contain multiple steps, such as updating the case and creating a task. It is reusable and can be triggered from workflows, business rules, or code. This meets the requirement of being reusable across multiple entities.

Answer

A plug-in that registers on the escalation message and updates the case.

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A Power Automate flow that triggers on case escalation and performs the updates.

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A workflow that runs on the Case entity and creates a task.

Question 5

You are configuring unified routing for a customer service center that handles cases and live chats. The organization wants to ensure that cases are routed only to agents who have the 'Case Management' skill and that chats are routed only to agents with the 'Chat' skill. Agents may have one or both skills. Which configuration should you implement to meet this requirement?

Accepted Answer

Create two workstreams: one for cases and one for chats. In each workstream, define a route-to-queue rule that includes a skill condition for the respective skill.. To route cases and chats based on different skills, you must create separate workstreams for each channel. Each workstream can have a route-to-queue rule that includes a skill condition, ensuring that cases require the 'Case Management' skill and chats require the 'Chat' skill. This configuration enforces the skill-based routing requirement.

Answer

Create a single workstream for both case and chat, and use routing rules to check the skill requirement based on the channel.

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Create a single queue for both cases and chats, and use the queue's assignment method to filter agents by skill based on the work item type.

Answer

Create two queues, one for cases and one for chats, and assign agents to both queues. Then use the 'Skill' assignment method on each queue to route based on the agent's skills.

Question 6

You are extending Dynamics 365 Customer Service by creating a custom JavaScript function that runs on the Case form's OnSave event. The function must call an external REST API to validate the customer's credit status and, if validation fails, prevent the save and display an error message. Which approach should you use to prevent the save?

Accepted Answer

Use executionContext.getEventArgs().preventDefault() inside the OnSave handler if validation fails.. The correct approach is to use executionContext.getEventArgs().preventDefault() in the OnSave handler. This method cancels the save operation and allows you to display an error message. Other options do not prevent the save or use unsupported methods that may lead to data being saved despite validation failure.

Answer

Set the form's dirty state to false and return false from the OnSave function.

Answer

Use Xrm.Navigation.openAlertDialog to display an error and then call Xrm.Page.data.entity.rollback() to revert changes.

Answer

Register the function as an OnChange handler for the credit status field and use Xrm.Page.ui.setFormNotification to block the save.

Question 7

You are configuring skills for unified routing in Dynamics 365 Customer Service. The organization wants to ensure that cases requiring 'Advanced' proficiency in 'Networking' are only assigned to agents who have that exact skill level. Which skill matching logic should you configure?

Accepted Answer

Exact match. Exact match ensures that only agents whose skill level precisely matches the required proficiency are considered. This is essential when the organization mandates that cases requiring 'Advanced' Networking be handled exclusively by agents with that exact skill level. Using exact match prevents over- or under-qualified agents from being assigned, maintaining service consistency and skill alignment.

Answer

Set contains

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Less than or equal

Answer

Greater than or equal

Question 8

You are configuring SLAs for Litware Insurance. The service manager wants the 'First Response By' KPI to pause while the case is waiting on the customer, and to resume when the customer replies. The SLA item already has a 'First Response By' KPI with success and failure actions. What must you configure to achieve the pause and resume behavior?

Accepted Answer

Configure the SLA item's 'Pause When' condition to check for the waiting-on-customer status and the 'Resume When' condition to check for the customer reply.. SLA items include pause and resume conditions that evaluate case attributes or related records. Configuring 'Pause When' to detect the waiting-on-customer state and 'Resume When' to detect the customer reply causes the KPI timer to stop and restart automatically. This is the intended feature for handling customer wait time without creating duplicate SLAs or manipulating business hours.

Answer

Set the SLA item's 'Applicable When' condition to check the case status and set the 'Pause When' condition to check for waiting on customer.

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Set the SLA's 'Business Hours' calendar to exclude the time the case is waiting on the customer so the timer effectively stops.

Answer

Create a separate SLA with a different KPI for paused cases and switch the case to that SLA when waiting on the customer.

Question 9

A customer service organization uses Dynamics 365 Customer Service. They have a requirement that all cases created from the 'Web' channel must be automatically assigned to a queue named 'Web Support' and then distributed to agents using round-robin assignment. The consultant has already created the 'Web Support' queue and set its assignment method to round-robin. What should the consultant do next to ensure cases from the Web channel are routed to this queue?

Accepted Answer

Create a routing rule set with a rule that checks if the case origin is 'Web' and routes to the 'Web Support' queue.. Routing rule sets are the correct feature to automatically route cases to a queue based on conditions such as case origin. They ensure that cases from the Web channel are directed to the 'Web Support' queue, where the round-robin assignment method will distribute them to agents.

Answer

Configure the 'Web Support' queue to only accept cases with origin 'Web' by setting the queue's filter.

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Set the default queue for the Web channel to 'Web Support' in the channel configuration.

Answer

Create a workflow that assigns the case to the 'Web Support' queue when the case origin is 'Web'.

Question 10

A customer service representative at Alpine Ski House is reviewing an active case. The customer calls back with the same issue, so the representative wants to capture the new interaction on the existing case without creating a new record. Which action should the representative take on the case record?

Accepted Answer

Add a phone call activity to the existing case record.. Logging a callback on an open case is done with an activity such as a phone call, which is linked to the case through the regarding field. This keeps the full interaction history on one record. Creating or merging cases, or merely changing the status reason, does not capture the conversation details and adds unnecessary records or state changes.

Answer

Create a new case and merge it into the existing case.

Answer

Create a child case and associate it with the parent case.

Answer

Reopen the case and change its status reason to Researching.

Question 11

You are configuring a workstream for the 'Voice' channel in unified routing. You need to ensure that calls are routed to agents who are available and have the 'Spanish' skill. Which assignment method should you use?

Accepted Answer

Skill-based. Skill-based assignment is designed to match work items to agents based on required skills. By specifying the 'Spanish' skill for the work item, the routing engine will only consider agents who possess that skill. Other assignment methods like highest capacity or round robin do not consider skills and would not guarantee that only Spanish-speaking agents receive the calls.

Answer

Round robin

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Custom assignment

Answer

Highest capacity

Question 12

You are configuring unified routing for a customer service center that handles cases from multiple channels. A workstream for the 'Case' entity uses a classification rule set that routes cases to the 'Escalations' queue based on a custom field 'Priority' equal to 'High'. You need to ensure that when an agent rejects a case from this queue, it is automatically routed back to the same queue after a specified time. Which feature should you configure?

Accepted Answer

Rejection handling. Rejection handling is a feature in unified routing that specifies the action when an agent rejects a work item. You can configure it to return the item to the queue after a certain period, which matches the scenario. Other options like assignment method or work classification do not govern rejection behavior, so they are incorrect.

Answer

Assignment method

Answer

Queue priority

Answer

Work classification

Question 13

A customer service manager wants to ensure that when a case is resolved, a survey is automatically sent to the customer. The survey must be sent using Dynamics 365 Customer Voice. What should you configure?

Accepted Answer

Create a Power Automate flow that triggers when a case is resolved and sends a Customer Voice survey.. Power Automate is the correct tool to automate sending a Customer Voice survey when a case is resolved. It provides a trigger for Dynamics 365 case status changes and an action to send a survey via the Customer Voice connector. Other options either cannot perform the action or do not exist.

Answer

Set up a workflow that runs on status change and uses the Customer Voice survey template.

Answer

Use the Customer Service admin center to enable automatic survey sending on case resolution.

Answer

Configure a business rule on the Case entity to send a Customer Voice survey when the status changes to Resolved.

Question 14

You are configuring unified routing for a customer service center that handles cases from multiple channels. The organization wants to ensure that cases with a priority of 'High' are routed to a dedicated queue before any other cases. You have created the 'High Priority' queue and a routing rule that routes high-priority cases to it. However, you notice that some high-priority cases are still being routed to the default queue. What is the most likely cause?

Accepted Answer

The routing rule for high-priority cases is ordered after the default rule.. Routing rules are evaluated in the order they are defined. If a default rule that routes all cases to the default queue is placed before the high-priority rule, it will match and route all cases, including high-priority ones, to the default queue. The high-priority rule must be ordered before the default rule to ensure it is evaluated first. This is a common configuration oversight.

Answer

The routing rule for high-priority cases is not activated.

Answer

The priority field on the case is not set correctly for all high-priority cases.

Answer

The 'High Priority' queue is not linked to the workstream.

Question 15

You are configuring SLAs for a customer service team. The team wants to track the time from case creation until the case is resolved. They also want to pause the timer when the case is on hold and resume when it is reactivated. Which SLA configuration should you use?

Accepted Answer

Create an SLA with a KPI of type 'Resolve by' and set the pause condition to 'Status = On hold'.. The 'Resolve by' KPI tracks the time until resolution, and pausing on 'On hold' status meets the requirement to pause when the case is on hold. This configuration ensures the timer runs during active work and pauses during hold periods. Other options use the wrong KPI or incorrect pause condition.

Answer

Create an SLA with a KPI of type 'Resolve by' and set the pause condition to 'Status = Active'.

Answer

Create an SLA with a KPI of type 'First response by' and set the pause condition to 'Status = Active'.

Answer

Create an SLA with a KPI of type 'First response by' and set the pause condition to 'Status = On hold'.