MB-230 Practice Test 7 — 10 Questions

Question 1

You are configuring SLAs in Dynamics 365 Customer Service for a support organization. The organization has a requirement that the first response time KPI should only count business hours and should pause when the case is in a 'Waiting on Customer' status. The SLA should apply only to cases with a priority of 'High' or 'Critical'. What should you configure to meet these requirements?

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

Accepted Answer

Create an SLA with a calendar that defines business hours, set the KPI to pause on 'Waiting on Customer' status, and apply the SLA to cases with priority High or Critical.. The correct configuration uses an SLA with a business hours calendar to count only business hours, configures the KPI to pause when the case status is 'Waiting on Customer', and applies the SLA conditionally to cases with priority High or Critical. This leverages native SLA capabilities and meets all requirements without custom code. Other options either fail to use business hours or incorrectly apply the SLA to all cases.

Answer

Create an SLA with a business hours calendar, set the KPI to pause on 'Waiting on Customer', and apply the SLA to all cases, then use a business rule to hide the SLA for non-High/Critical cases.

Answer

Create an SLA with a 24x7 calendar, set the KPI to pause on 'Waiting on Customer', and use a workflow to apply the SLA only to High and Critical cases.

Answer

Create a custom entity to track response times and use a plugin to calculate business hours and pause during 'Waiting on Customer'.

Question 2

A customer service organization wants to ensure that when an agent is assigned a case, the case is automatically opened in the agent's session. Which feature should you configure?

Accepted Answer

Auto-open on assignment. The 'Auto-open on assignment' setting in the Customer Service admin center is designed to automatically open the assigned record in the agent's session. When enabled, agents do not need to manually locate the case, which improves efficiency. This setting is part of the representative experience configuration and directly addresses the requirement.

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Agent scripts

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Unified routing workstream

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Session templates

Question 3

You are setting up a new workstream for the 'Email' channel in unified routing. The organization wants to distribute incoming emails evenly among all available agents in the 'Support' queue, regardless of their current workload. Which assignment method should you configure?

Accepted Answer

Round robin. Round robin assignment is designed to distribute work items evenly among available agents by cycling through them in order. It does not factor in current workload or capacity, which aligns with the requirement to distribute emails evenly regardless of existing assignments. This method is simple and effective for balanced distribution.

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Highest capacity

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Longest idle

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Preferred agent

Question 4

You are configuring unified routing for a customer service center. The organization wants to distribute incoming cases evenly among available agents, ensuring that each agent receives roughly the same number of work items over time. You also need to avoid assigning new work to agents who are already at maximum capacity. Which assignment method should you configure?

Accepted Answer

Round robin. Round robin is designed to distribute work items evenly among available agents by cycling through them in order. It ensures each agent receives approximately the same number of items, and when capacity is configured, it skips agents who are at their limit. This directly meets the requirement for balanced distribution while avoiding overloading agents.

Answer

First-in, first-out (FIFO)

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Highest capacity

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Skill-based

Question 5

You are extending a Dynamics 365 Customer Service environment by creating a custom channel integration using the Direct Line Bot Framework. You need to ensure that when a customer sends a message, the bot can retrieve the customer's case history from Dynamics 365 and include it in the response. Which component must you configure to allow the bot to access Dynamics 365 data securely?

Accepted Answer

An Azure AD application registration with appropriate API permissions to Dynamics 365, and configure the bot to authenticate using its client ID and secret.. The bot must authenticate to Dynamics 365 using an Microsoft Entra ID application registration with appropriate API permissions. This allows the bot to obtain an access token and call the Dynamics 365 Web API to retrieve case history. Other options either do not provide direct access, use unsupported authentication, or assume automatic access without configuration.

Answer

A Power Virtual Agents bot that is natively integrated with Dynamics 365, using the built-in authentication without additional configuration.

Answer

A custom connector in Power Automate that uses the Dynamics 365 connector with OAuth 2.0 authentication.

Answer

A Dynamics 365 connection string stored in the bot's configuration file, using SQL authentication.

Question 6

You are configuring Omnichannel for Customer Service for a company that wants to automatically route chat conversations to agents based on the customer's product interest. The product interest is captured by a pre-chat survey question. Which component should you use to route the conversation to the appropriate queue?

Accepted Answer

Routing rule. Routing rules in Omnichannel for Customer Service evaluate conditions such as pre-chat survey responses and route conversations to the appropriate queue. They are the decision-making component that enables conditional routing based on customer input. Workstreams define the channel and routing type, queues receive conversations, and the chat widget collects input, but none of these make the routing decision.

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Queue

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Workstream

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Chat widget

Question 7

You are configuring unified routing for a customer service center. The organization wants to ensure that cases originating from the 'Platinum' tier are always routed to a dedicated queue before any other cases, regardless of agent availability. You have already created the queue and the required skills. Which configuration should you implement to achieve this?

Accepted Answer

Create a workstream with a route-to-queue rule that uses a condition on the customer tier field, and set the workstream's priority to a higher value than other workstreams.. Unified routing uses workstreams to define routing logic and priority. To ensure certain cases are routed first, you create a workstream with a higher priority and a route-to-queue rule that matches the condition. This guarantees that the Platinum cases are directed to the dedicated queue before other workstreams are evaluated, meeting the requirement.

Answer

Set up a routing rule that assigns cases to the Platinum queue based on the customer tier, and enable 'Preserve queue order' on the queue.

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Configure a queue with a higher priority and assign all agents to that queue so they only see Platinum cases.

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Use a Power Automate flow that triggers on case creation and reassigns the case to the Platinum queue if the customer tier is Platinum.

Question 8

You are configuring unified routing for a customer service center. You have created a workstream for the 'Email' channel and added a routing rule that assigns work items to the 'Tier 1 Support' queue. However, you notice that incoming emails are not being routed to the queue. What is the most likely cause?

Accepted Answer

The workstream is not activated.. For unified routing to process incoming emails, the associated workstream must be activated. An inactive workstream means that no routing rules are evaluated, so work items never reach the queue. Other factors like assignment methods or rule conditions only matter after the workstream is active and the item is routed. Therefore, checking the workstream's status is the first troubleshooting step.

Answer

The queue's assignment method is set to 'Round Robin'.

Answer

The email channel is not configured to use unified routing.

Answer

The routing rule condition is set to 'Equals' instead of 'Contains'.

Question 9

You are a Dynamics 365 Customer Service functional consultant for Contoso, which uses Omnichannel for Customer Service. Contoso wants to display a custom control on the Case form that shows a customer's recent order history from an external system. The control must update automatically when the case's customer field changes, without requiring a full form reload. Which approach should you use?

Accepted Answer

Add a custom web resource (HTML/JS) to the form and use the formContext to listen for the customer field change event.. A custom web resource on the Case form can listen for the OnChange event of the customer field using formContext and then call an external API to update the displayed order history. This provides the dynamic, no-reload behavior required. Other options either do not support external calls, do not trigger on field change, or do not provide an interactive control.

Answer

Create a Power Automate flow that triggers on case creation and writes order history into a note on the case.

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Use a Business Rule to call an external REST API and populate a field with order history.

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Configure a Virtual Entity that maps to the external order system and add it as a subgrid on the Case form.

Question 10

A customer service manager at Fabrikam, Inc. needs to ensure that when a case is escalated, the original case remains open and a new linked case is created for a senior team. The manager wants the new case to inherit the customer and subject from the original. Which feature should the manager configure?

Accepted Answer

Case escalation with a Power Automate flow that creates a new case. The requirement is to create a new linked case upon escalation while keeping the original open. A Power Automate flow can be triggered on the case escalation action, create a new case, copy relevant fields, and establish a relationship. This is the most flexible and automated approach. Other options either merge cases, require manual creation, or only route existing cases.

Answer

Case merge

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Parent-child case relationship

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Unified routing rule with escalation action