MB-230 Manage Cases in Customer Service — 30 Questions

Question 1

A support manager at a financial institution needs to configure case resolution requirements to ensure agents document necessary troubleshooting details before closing a case in Dynamics 365 Customer Service. Which TWO actions should you perform? Each correct answer presents part of the solution.

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

Accepted Answer

Navigate to Customer Service admin center, go to Support Settings, and enable the required fields for case resolution dialog.. Enforcing data integrity during case resolution prevents agents from bypassing critical troubleshooting notes. By configuring the parent Customer Service settings and adjusting the case form properties to include required resolution fields, administrators guarantee compliance and maintain accurate historical audit trails across all organizational tiers.

Answer

Modify the Case form XML to remove the resolution dialog and replace it with a custom business process flow stage.

Answer

Configure the SLA item associated with the case to automatically resolve records and populate resolution notes upon expiration.

Answer

Create a unified routing rule set that automatically cancels cases that lack resolution descriptions after 48 hours.

Question 2

A manager wants to ensure that specific types of cases are always assigned to a specialized team. Which component of Unified Routing should be configured to route these items correctly?

Accepted Answer

Work classification rules. Work classification rules in Unified Routing allow the system to analyze incoming cases and assign them to specific queues or workstreams based on defined criteria. This is essential for ensuring that complex or technical issues reach the right experts immediately. By properly segmenting work, the organization improves resolution rates and agent productivity, as specialized teams handle the cases they are most qualified to solve, reducing the need for multiple transfers.

Answer

Queue assignment rules

Answer

Service Level Agreement (SLA) items

Answer

Case resolution dialogs

Question 3

Your customer service organization needs to allow agents to pause the SLA countdown when waiting for a customer response. Which feature must you configure to enable this?

Accepted Answer

SLA Pause Configurations. SLA Pause configurations allow for the suspension of SLA timers based on specific case status changes. This is critical for accurate reporting and compliance, as it prevents the system from penalizing agents for time spent waiting for customer feedback. Enabling this feature ensures that performance metrics remain fair and representative of actual agent effort, rather than including periods where the agent is unable to progress the case due to external dependencies.

Answer

Business Hours

Answer

Routing Rule Sets

Answer

Case Merge settings

Question 4

You are setting up a new Customer Service workspace. Which TWO items must be configured to ensure agents can successfully use the productivity pane? (Choose two)

Accepted Answer

Session templates. The productivity pane requires both a configured session template and the deployment of productivity tools such as Agent Scripts or Macros to function. These components allow the pane to display relevant information and actions dynamically based on the active session. By configuring these, organizations provide agents with a consistent and efficient interface that surfaces required tools right when they are needed, significantly reducing the navigation time between different UI elements during case handling.

Answer

Knowledge management settings

Answer

Queue routing rules

Answer

SLA policies

Question 5

Your organization requires that customer satisfaction surveys are sent automatically when a case is resolved. Which THREE components are required to implement this? (Choose three)

Accepted Answer

Dynamics 365 Customer Voice. Implementing automated surveys requires the integration of Customer Voice, a trigger mechanism (typically a Power Automate flow), and a configured email template to send the survey link. By linking these, the organization captures feedback immediately after the resolution experience. This insight is essential for measuring service performance and identifying areas for improvement, as it provides direct data from customers regarding their satisfaction with the support they received, fostering a culture of continuous improvement.

Answer

Knowledge article

Answer

Queue routing rules

Question 6

Which object acts as the primary container for organizing and grouping cases in the Customer Service hub?

Accepted Answer

Queue. Queues are the fundamental units for organizing incoming work items in Dynamics 365. By grouping cases into logical buckets, such as 'Tier 1 Support' or 'Billing Inquiries,' organizations can efficiently distribute tasks to the right teams. This structure is vital for scaling support operations, as it allows for clear ownership and prioritization, ensuring that no case is lost and that team leads can easily monitor the progress of work within their specific functional areas.

Answer

Case Topic

Answer

Account

Answer

Knowledge Base

Question 7

Which THREE actions can be performed on a knowledge article to ensure the information remains accurate and relevant? (Choose three)

Accepted Answer

Approve article. Maintaining a healthy knowledge base requires active lifecycle management, including updating content, tracking feedback, and retiring outdated articles. By performing these actions, organizations ensure that agents always provide the most current solutions, which directly improves resolution speed and customer satisfaction. Regular review cycles prevent the accumulation of 'knowledge rot,' where inaccurate information continues to circulate, potentially leading to incorrect troubleshooting steps being provided to customers during support interactions.

Answer

Assign to a queue

Answer

Merge article into case

Question 8

Fabrikam Inc. is implementing unified routing in Dynamics 365 Customer Service. You need to identify which components are mandatory when setting up record routing to ensure cases are successfully routed to appropriate queues. Which TWO components must you configure? Each correct answer represents part of the solution.

Accepted Answer

Work streams. Work streams and work distribution rules are foundational elements of unified routing in Dynamics 365 Customer Service. Without defining a work stream to ingest the entity type and configuring routing rules to evaluate characteristics, the system cannot intelligently direct incoming cases to designated agent queues.

Answer

Customer service schedule calendars

Answer

Parent-child case relationship controls

Answer

Customer voice survey metrics

Question 9

A customer service supervisor at Adventure Works needs to configure case merge rules and routing rule sets to handle an influx of duplicate inquiries and optimize tier-1 agent assignments. Which TWO actions must the administrator perform to achieve this configuration? (Choose two.)

Accepted Answer

Configure case merge rules in the Customer Service admin center to determine which fields are overwritten and how related entities are handled when merging records.. Configuring case merge rules allows administrators to define which fields are consolidated and how related records are handled when duplicate issues are identified. Similarly, defining rule items within routing rule sets ensures incoming cases are evaluated sequentially against specific criteria to route them accurately to the appropriate user or queue. Mastering these configurations is crucial for maintaining high data integrity and optimizing operational efficiency in customer service environments.

Answer

Define case merge settings to specify the maximum number of child cases that can be associated with a single master case record during consolidation.

Answer

Set up unified routing diagnostic tools to manually override automated rule evaluation orders whenever an agent rejects an incoming case assignment.

Answer

Enable automatic SLA pause conditions within the case merge settings to temporarily stop countdown timers while duplicate records are being evaluated.

Question 10

A customer service manager at Litware, Inc. wants to ensure that when an agent resolves a case, the system automatically prompts the agent to create a follow-up activity if the case resolution is marked as 'Not Resolved'. Which feature should the manager configure?

Accepted Answer

Workflow that triggers on case resolution and creates a task. The requirement is to automatically prompt the agent to create a follow-up activity when a case is resolved with a 'Not Resolved' status. A workflow that triggers on case resolution can evaluate the resolution status and create a task assigned to the agent. This ensures the agent is reminded to follow up. Other options either enforce data entry, display messages, or track metrics but do not create activities.

Answer

Case Resolution dialog with required fields

Answer

SLA KPI that tracks cases with resolution status 'Not Resolved'

Answer

Business rule that displays a prompt when the resolution status is 'Not Resolved'

Question 11

You are a functional consultant for a company using Dynamics 365 Customer Service. The customer service manager wants to ensure that when a case is resolved, the resolution details are automatically captured and can be used later for reporting. The manager also wants to allow agents to quickly close similar cases by applying the same resolution. What should you configure?

Accepted Answer

Enable the Case Resolution dialog and set it to prompt for resolution details.. The Case Resolution dialog is the standard feature for capturing resolution details when resolving a case. It allows agents to document the resolution and optionally create a knowledge article for future reuse. This meets the manager's requirements without custom development. Other options either enforce data entry or send communication but do not provide the integrated resolution capture and reuse capability.

Answer

Add a custom field to the Case entity for resolution notes and add it to the case form.

Answer

Create a business rule that requires the Resolution field to be populated before the case can be resolved.

Answer

Configure a workflow that sends an email to the customer with the resolution text.

Question 12

You are a functional consultant at Contoso Ltd. The service team uses Dynamics 365 Customer Service. The manager wants to ensure that when a case is resolved, the system automatically prompts the agent to complete a short survey about the resolution. Which feature should you configure?

Accepted Answer

Customer Voice survey linked to the Case entity and triggered on resolution.. The correct solution is to use Customer Voice to create a survey linked to the Case entity and configure it to be triggered when the case is resolved. This integrates directly with Dynamics 365 Customer Service and automatically prompts the agent or customer to provide feedback, meeting the manager's requirement efficiently.

Answer

Power Automate flow that sends an email with a survey link when the case status changes to Resolved.

Answer

Case resolution dialog with a custom field for survey feedback.

Answer

Unified routing rule that assigns the case to a survey team upon resolution.

Question 13

A customer service team at a retail company uses Dynamics 365 Customer Service. They want to automatically create cases from incoming emails sent to a shared mailbox. They also want to ensure that the case title includes the email subject and that the customer is automatically linked if the email address matches an existing contact. What should they configure?

Accepted Answer

Enable the Email to Case feature and configure the case creation rule to set the title and customer.. The Email to Case feature is designed to automatically create cases from incoming emails. It allows configuration of case creation rules that can set the case title from the email subject and link the customer based on the sender's email address. This out-of-the-box feature meets the requirements without custom development. Other options either require custom code or do not provide the necessary automation.

Answer

Set up a server-side synchronization rule to convert emails to cases.

Answer

Configure a queue that automatically creates cases from emails.

Answer

Create a Power Automate flow that triggers on new emails and creates cases.

Question 14

A customer service manager at Fabrikam, Inc. wants to ensure that when a case is created from an email, the case title is automatically set to the email subject, and the case description includes the email body. Which configuration should the manager use?

Accepted Answer

Configure the Case Settings to automatically create cases from emails and map the subject and body fields.. The native email-to-case feature in Dynamics 365 Customer Service allows automatic case creation from incoming emails. Administrators can configure field mappings to set the case title from the email subject and the case description from the email body. This is done in the Customer Service settings, without custom code. Other options involve custom automation or incorrect features.

Answer

Use a workflow that triggers on email creation and creates a case record.

Answer

Set up a server-side synchronization rule to convert emails to cases.

Answer

Create a Power Automate flow that triggers on email creation and creates a case with mapped fields.

Question 15

You are configuring SLAs in Dynamics 365 Customer Service for Northwind Traders. A case has an SLA KPI for first response with a failure action that changes the case status to 'Escalated'. You need to ensure that when the case is escalated, the SLA timer stops and does not continue to run. What should you do?

Accepted Answer

Set the SLA KPI's 'Pause when case status' to Escalated.. To stop the SLA timer when a case is escalated, you should configure the SLA KPI to pause when the case status changes to Escalated. This halts the timer, preventing it from expiring and triggering further actions. The pause condition is specifically designed for such scenarios.

Answer

Set the SLA KPI's 'Stop when case status' to Escalated.

Answer

Create a workflow that cancels the SLA when the case status changes to Escalated.

Answer

Set the SLA KPI's 'Cancel when case status' to Escalated.

Question 16

A customer service supervisor at Contoso Ltd. wants to ensure that when an agent resolves a case, the system automatically checks if there are any open activities linked to the case. If there are, the agent should be prevented from resolving the case until those activities are closed. What should the supervisor configure?

Accepted Answer

A business rule that validates the presence of open activities before resolution.. A business rule is the appropriate no-code solution. It can be set to run when the case status changes to Resolved, check for related open activities, and show an error message if any are found. This prevents the agent from resolving the case until all activities are closed, meeting the supervisor's requirement.

Answer

Case resolution dialog with a required field for activity status.

Answer

A plug-in registered on the Resolve message that throws an exception if open activities exist.

Answer

A Power Automate flow that cancels the resolution if open activities exist.

Question 17

You are a functional consultant at Contoso Ltd., which uses Dynamics 365 Customer Service. The service team handles cases that sometimes require approval from a senior manager before they can be resolved. You need to implement a process that automatically routes the case to the manager for approval when a specific condition is met. The manager must be able to approve or reject the case directly from the case record. What should you do?

Accepted Answer

Configure a Power Automate flow that sends an approval request and updates the case based on the response.. Power Automate provides approval workflows that can be triggered when a case meets a condition. The flow can send an approval request to the manager, who can approve or reject from within Teams, email, or the Power Automate app. The flow then updates the case accordingly. This meets the requirement for automated routing and direct approval, and can be integrated with the case record for easy access.

Answer

Create a business process flow that includes an approval step.

Answer

Set up a queue that routes the case to the manager and use SLA to track approval time.

Answer

Use a workflow that assigns the case to the manager and sends an email notification.

Question 18

A customer service manager at Alpine Ski House wants to ensure that when a case is resolved, the agent must select a resolution before the case can be closed. The manager also wants to track which resolutions are used most frequently. What should the manager configure?

Accepted Answer

Configure the case resolution dialog to require a resolution and enable resolution tracking.. The manager needs to enforce resolution selection and track resolution usage. The correct configuration is to customize the case resolution dialog to require a resolution and enable resolution tracking. This ensures agents must choose a resolution before resolving and provides data on which resolutions are most used. The other options do not enforce the requirement during the resolution process or do not provide built-in tracking.

Answer

Add a required option set field to the case form for resolution and create a chart for reporting.

Answer

Create a business rule that sets the case status to resolved only when a resolution is selected.

Answer

Create a resolution activity and add it to the case form.

Question 19

A customer service manager at Litware, Inc. wants to ensure that when a case is created from an email, the case title is automatically set to the email subject. The email subject may contain special characters. Which feature should you use?

Accepted Answer

Configure the email-to-case setting to create cases from emails and map the email subject to the case title.. The email-to-case feature is the native solution for creating cases from emails and allows mapping of email fields to case fields. By configuring the mapping, you can set the case title from the email subject automatically. This is a no-code, reliable method that handles special characters and various email types. Other options require custom development or do not use the built-in capabilities.

Answer

Use a synchronous plug-in on the Case entity that reads the email subject from the regarding field and sets the title.

Answer

Create a Power Automate flow that triggers on email arrival and creates a case with the subject as the title.

Answer

Create a workflow that triggers on case creation and updates the title with the subject from the associated email.

Question 20

You are a functional consultant at Contoso, Ltd. The customer service team wants to ensure that when a case is resolved, any open activities linked to that case are also closed automatically. Which configuration should you implement?

Accepted Answer

Configure a Power Automate flow that triggers when a case is resolved and closes all related activities.. The requirement is to automatically close all activities related to a case when the case is resolved. A Power Automate flow triggered by the case status change to Resolved can retrieve all open activities associated with the case and close them. This approach is supported, scalable, and aligns with best practices for automation in Dynamics 365 Customer Service. Other options either do not exist or are less efficient.

Answer

Set the case resolution activity to close all related activities.

Answer

Enable the 'Close all activities' setting in the Customer Service admin center.

Answer

Create a synchronous workflow that runs on case resolution and updates all related activities to closed.