MB-230 Practice Test 8 — 10 Questions

Question 1

A customer service representative at Proseware, Inc. is working on a case that has become complex and requires involvement from multiple teams. The representative wants to create a separate case for a different issue that arises from the same customer while keeping the original case open. What should the representative do?

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

Accepted Answer

Create a new case and associate it with the original case using the Parent Case field.. The representative needs to create a separate case for a different issue while keeping the original case open. The correct approach is to create a new case and set its Parent Case field to the original case. This establishes a parent-child relationship, allowing both cases to be tracked independently. The other options either combine cases, change the record type, or do not create a new case.

Answer

Add a new task to the original case to track the second issue.

Answer

Convert the original case to an opportunity and create a new case.

Answer

Merge the new case with the original case.

Question 2

You are a functional consultant for a company using Dynamics 365 Customer Service. The support team wants a custom action on the Case form that, when clicked, creates a follow-up Phone Call activity and links it to the case, while pre-populating the subject with the case title. The action must be available to agents without leaving the case record. Which approach should you recommend?

Accepted Answer

Create a custom action (process) that creates a Phone Call record, sets its regarding field to the case, and sets the subject using the case title. Add a command bar button that calls this action.. A custom action (real-time workflow) invoked from the command bar is the correct approach because it runs server-side, can create a Phone Call record, set the regarding field to the case, and populate the subject from the case title. It provides a one-click experience for agents without leaving the case form. Other options either require manual steps, do not automatically link the activity, or trigger on unintended events.

Answer

Create a JavaScript web resource that uses the Xrm.WebApi.retrieveRecord method to read the case and then Xrm.Navigation.openForm to open a new phonecall form with parameters.

Answer

Configure a Power Automate cloud flow that triggers when a case is updated, and add a button to the form that manually triggers the flow using the Flow widget.

Answer

Add a subgrid of Phone Call activities to the Case form and instruct agents to create a new phone call from the subgrid, manually setting the subject to the case title.

Question 3

A customer service manager wants to ensure that cases are automatically assigned to agents based on their availability and current workload. The manager has enabled unified routing and created a queue with the 'Round Robin' assignment method. However, agents are reporting that they are receiving cases even when they are at maximum capacity. What should you configure to prevent this?

Accepted Answer

Configure a capacity profile and assign it to the queue to define the maximum number of cases each agent can handle.. Capacity profiles are the mechanism in unified routing to define the maximum workload for agents. They specify the maximum number of cases an agent can handle simultaneously. When a capacity profile is associated with a queue, the routing engine will not assign additional cases to agents who have reached their limit, preventing overloading.

Answer

Enable 'Presence-based routing' so that only agents with 'Available' status receive cases.

Answer

Set the queue's 'Maximum assigned cases' to a specific number in the queue settings.

Answer

Set the queue's assignment method to 'Highest Capacity' instead of 'Round Robin'.

Question 4

You are configuring presence for a customer service team. The organization wants to ensure that agents who are in a 'Do not disturb' presence are not assigned new work items. Which configuration should you implement?

Accepted Answer

Configure the 'Do not disturb' presence to have a 'Routing status' of 'Do not route' in the presence configuration.. Presence configuration in Dynamics 365 Customer Service allows you to map each presence status to a routing status. By setting 'Do not disturb' to 'Do not route', the system automatically excludes agents in that presence from receiving new work items. This is the intended method to control assignment based on presence.

Answer

In the workstream, add a condition that checks the agent's presence and only assigns if it is not 'Do not disturb'.

Answer

Create a capacity profile that sets the maximum capacity to zero when the agent's presence is 'Do not disturb'.

Answer

Set the agent's capacity to zero in the user settings when they are in 'Do not disturb'.

Question 5

A customer service representative at Contoso, Ltd. needs to quickly find all cases that are related to a specific product and have been escalated in the last week. Which feature should the representative use?

Accepted Answer

Advanced Find. Advanced Find is the built-in tool for creating ad-hoc queries in Dynamics 365. It allows the representative to specify multiple conditions, such as product equals a certain value and escalated equals yes, and also filter by date. This enables quick retrieval of the desired cases. Other options are either static or not designed for flexible searching.

Answer

System Views

Answer

Dashboard

Answer

Case Hierarchy

Question 6

You are a functional consultant for a customer service team using Dynamics 365 Customer Service. The team wants to allow agents to quickly view a customer's recent orders from an external ERP system directly within the Customer Service workspace. The external system exposes an OData endpoint. You need to implement this with minimal custom development. What should you do?

Accepted Answer

Create a virtual entity that maps to the external OData endpoint and add it to the Customer Service workspace.. Virtual entities in Dynamics 365 allow you to integrate external data from OData sources without replicating it. By configuring a virtual entity, you can expose the ERP orders as a table that agents can view in the Customer Service workspace. This requires minimal code, mainly configuration, and provides real-time data access. Other options involve more custom development or data duplication.

Answer

Use a Power Automate flow to periodically sync orders into a custom entity and display that entity in the workspace.

Answer

Create an HTML web resource that embeds the OData feed and add it as a tab in the Customer Service workspace.

Answer

Develop a custom PCF control that calls the OData endpoint and displays orders on the Account form.

Question 7

You are a functional consultant for Litware Inc. The customer service manager wants to allow agents to quickly find similar cases when working on a new case. The manager wants agents to see a list of suggested cases based on the case title and description. What should you enable?

Accepted Answer

Enable the 'Similar Cases' feature in the Customer Service admin center.. The 'Similar Cases' feature is a built-in AI-powered capability in Dynamics 365 Customer Service that suggests similar cases based on the current case's title and description. It is enabled in the Customer Service admin center and displays suggestions on the case form. This directly fulfills the manager's request without custom development.

Answer

Create a custom entity for similar cases and build a Power Apps canvas app to display them.

Answer

Enable the 'Case Suggestions' option in the case form settings and configure the fields to match.

Answer

Configure a workflow that searches for cases with the same title and creates a note with links.

Question 8

You are configuring a custom channel in Omnichannel for Customer Service. The channel must route incoming conversations to a specific queue based on the customer's language, which is passed as context from the chat widget. You have already created the workstream and queue. What should you do next to ensure language-based routing?

Accepted Answer

Create a routing rule set with a condition on the language context variable and associate it with the workstream.. In Omnichannel for Customer Service, routing decisions are made by routing rule sets attached to workstreams. To route based on language, you create a rule set that evaluates the language context variable and routes to the appropriate queue. This leverages the context passed from the chat widget and ensures conversations reach the correct queue.

Answer

Add a custom JavaScript function to the chat widget that directs the conversation to the correct queue.

Answer

Modify the queue's assignment method to use language-based assignment.

Answer

Configure the channel's language setting to match the customer's language.

Question 9

You are configuring a queue for a new support team. The manager wants the system to assign incoming cases to agents in a rotating order, ensuring each agent receives a similar number of cases over time. Which assignment method should you select for the queue?

Accepted Answer

Round robin. Round robin is the assignment method that distributes work items to agents in a rotating sequence, which balances the number of cases each agent receives over time. The other methods focus on capacity, idleness, or specific relationships, and do not provide the even, rotating distribution that the manager wants.

Answer

Least active

Answer

Highest capacity

Answer

Preferred agent

Question 10

You are configuring unified routing for a customer service center. The organization wants to route incoming cases based on the case's priority and the customer's location. You need to ensure that high-priority cases from 'Europe' are routed to a specialized queue. Which two components must you configure to achieve this? (Choose two.)

Accepted Answer

A workstream with a routing rule set that includes conditions for priority and location. To route cases based on priority and location, you need a workstream that contains a routing rule set with conditions for those attributes. The rule set evaluates each case and directs it to a queue when conditions match. Therefore, the two essential components are the workstream with the appropriate rule set and the destination queue. Other elements like capacity profiles or skill rules are for assignment, not initial routing.

Answer

A capacity profile assigned to the queue

Answer

A skill-based routing rule to match agent skills

Answer

A real-time analytics dashboard to monitor routing