MB-230 Practice Test 5 — 10 Questions

Question 1

You are using the Customer Service workspace and need to create a custom channel integration. Which technology allows you to pass data from an external chat widget to Omnichannel for Customer Service and create a session?

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

Accepted Answer

Channel Integration Framework (CIF). The Channel Integration Framework (CIF) is the designated technology for integrating external chat widgets with Dynamics 365 Customer Service. It provides the necessary APIs to create sessions, pass context data, and handle events within the Customer Service workspace. The other technologies are not designed for this real-time widget integration.

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Azure Service Bus

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Power Automate

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Microsoft Dataverse Web API

Question 2

A customer service agent at Alpine Ski House is working on a case and needs to quickly view all the activities, such as phone calls and emails, that are associated with the case. The agent wants to see a consolidated timeline of all interactions. What should the agent use?

Accepted Answer

The Timeline control on the case form.. The Timeline control is a core feature in Dynamics 365 Customer Service that provides a unified, chronological view of all activities associated with a case. Agents can quickly see phone calls, emails, tasks, and appointments, and can filter or expand items. This eliminates the need to navigate to separate views and enhances productivity by keeping the interaction history readily accessible on the case form.

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The Related Cases view.

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The Activities associated view.

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The Case Hierarchy chart.

Question 3

You are configuring a workstream for a new voice channel. The organization requires that calls are routed to agents who have the 'Spanish' skill and are available. If no such agent is available within 60 seconds, the call should be redirected to a backup queue. Which TWO components must you configure to meet this requirement? (Choose two.)

Accepted Answer

Set up a workstream with a voice channel and assign a queue that includes agents with the Spanish skill.. To route voice calls to agents with the Spanish skill and redirect after 60 seconds if none are available, you need a workstream that uses a queue with those skilled agents, and an overflow condition that triggers after the timeout to a backup queue. The other options do not enforce the skill requirement or the timeout redirection. Together, these two components provide the necessary routing and fallback behavior.

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Create a routing rule that checks the customer's language preference and routes to a Spanish-speaking agent.

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Set up a capacity profile that limits each agent to one voice call and assign it to the queue.

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Enable sentiment analysis to detect frustration and escalate to a supervisor if the wait exceeds 60 seconds.

Question 4

You are configuring unified routing for a customer service center. The organization wants to route incoming cases based on the case's product category and the customer's region. The routing must be evaluated in a specific order. Which routing component should you configure to define the sequence of evaluation rules?

Accepted Answer

Rule set. The rule set is the component that defines the sequence of evaluation for routing rules. It allows you to order conditions so that the most important criteria are checked first. In this scenario, configuring a rule set ensures that product category is evaluated before region, enabling precise routing based on business priorities.

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Queue

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Assignment method

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Workstream

Question 5

A support team uses Dynamics 365 Customer Service. They want to allow agents to quickly find similar cases and their resolutions when working on a new case. They also want to ensure that agents can link a knowledge article to a case for future reference. What should the team configure?

Accepted Answer

Enable the Similar Cases feature and configure the case form to include a Knowledge Articles subgrid.. The Similar Cases feature provides AI-driven suggestions of similar cases, helping agents find resolutions. A Knowledge Articles subgrid on the case form allows agents to link relevant articles manually. Together, these features meet the requirements. Custom development or queues do not provide the needed similarity matching and knowledge linking.

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Create a custom entity for similar cases and use a plugin to find matches.

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Enable the Knowledge Search feature and configure it to automatically link articles to cases.

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Configure a queue that groups similar cases together.

Question 6

A support team at Tailspin Toys wants agents to be able to resolve cases faster by suggesting similar resolved cases and knowledge articles as they type the case title. Which two components must the administrator verify are configured and enabled to support this experience? (Choose two.)

Accepted Answer

The Knowledge Management feature enabled in the Customer Service admin center.. The native similar cases and knowledge suggestions experience depends on relevance search with the knowledge article table indexed, plus the Knowledge Management feature enabled in the Customer Service admin center. Routing rule sets, SLAs, and custom flows do not provide or enable the suggestion capability, so they are not required components.

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A Power Automate flow that queries Dataverse for similar cases when the title changes.

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A routing rule set that assigns cases to the knowledge manager.

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An SLA with a first response KPI applied to the case table.

Question 7

You are configuring unified routing for a customer service center. The organization has a dedicated queue for Spanish-speaking customers and another for English-speaking customers. Agents are proficient in both languages, but management wants to ensure that when a Spanish-speaking customer initiates a chat, the conversation is routed to the Spanish queue first, and only overflows to the English queue if no Spanish agents are available after 5 minutes. What should you configure to meet this requirement?

Accepted Answer

Configure two queues and set up a workstream with a route-to-queue rule that routes Spanish chats to the Spanish queue, and then configure an overflow condition on the Spanish queue to redirect to the English queue after 5 minutes if no agent is assigned.. The requirement is to route Spanish chats to a dedicated Spanish queue and overflow to an English queue after 5 minutes if no Spanish agent is available. This is achieved by configuring separate queues and using an overflow condition on the Spanish queue that triggers after the specified wait time, redirecting to the English queue. This leverages native queue overflow capabilities in unified routing.

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Create a single queue and use a workstream with a routing rule that checks the customer's language and assigns to the appropriate agent based on capacity.

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Assign both Spanish and English skills to all agents and use the 'Highest Capacity' assignment method for the Spanish queue to automatically route to the agent with the most available capacity.

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Create a single queue and use a workstream with a routing rule that checks the customer's language and assigns to the Spanish queue, then use a separate rule to reassign to the English queue after 5 minutes.

Question 8

You are configuring unified routing for a customer service center. A workstream is set up for the 'Email' channel and uses a classification rule set that assigns cases to the 'Tier 1 Support' queue. You need to ensure that cases from this queue are automatically assigned to agents who have the 'English' skill and are available. Which assignment method should you configure for the queue?

Accepted Answer

Skill-based. Unified routing provides several assignment methods, including skill-based, which matches work items to agents based on skills and proficiency. For the scenario, the queue must assign cases only to agents with the 'English' skill, so skill-based assignment is the correct choice. Other methods like round robin or highest capacity do not consider skills and would not satisfy the requirement.

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Highest capacity

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Round robin

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Custom assignment

Question 9

A customer service manager at Adventure Works is setting up a new queue for high-priority cases. The manager needs to ensure that cases assigned to this queue are automatically routed to the most qualified agents based on their skills and availability. Which two components must be configured to achieve this? (Choose two.)

Accepted Answer

Workstream.. Unified routing and a workstream are the two essential components. Unified routing provides the intelligent assignment engine, while the workstream defines the routing rules and conditions for the queue. Together, they enable automatic routing of high-priority cases to qualified agents based on skills and availability.

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SLA KPI.

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Queue.

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Case merge rule.

Question 10

You are a functional consultant at Fabrikam, Inc., configuring Dynamics 365 Customer Service. The service team uses queues to organize cases. A manager reports that cases assigned to a queue are not being routed to agents based on their skills. You need to ensure that cases are automatically assigned to the most qualified agent. What should you implement?

Accepted Answer

Configure unified routing with skill-based routing rules.. Unified routing is the modern routing engine in Dynamics 365 Customer Service that supports skill-based routing. By defining skills for agents and setting up routing rules that match case requirements to agent skills, you ensure cases go to the most qualified agent. This native feature also handles capacity, presence, and prioritization, providing a comprehensive solution for the scenario.

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Set up a workflow that assigns cases to agents based on a custom skill field.

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Use the classic queue routing with round-robin assignment.

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Create a queue with a routing rule that assigns cases to agents based on their capacity.