MB-230 Multiple Select — 10 Questions

Question 1

You are designing an advanced routing strategy for a global service center. You need to ensure that work items are distributed to queues based on the customer's region AND the language of the incoming request. Which TWO components of the routing rule set will you use to achieve this? (Select TWO)

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

Accepted Answer

Classification rules. Advanced routing requires a combination of classification and route-to-queue logic. Classification rules enrich the work item with necessary metadata (like language or region) by evaluating the incoming data, while route-to-queue rules use that enriched data to place the item in the most appropriate queue for processing by agents.

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Intake rules

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Prioritization rules

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Assignment rules

Question 2

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 3

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 4

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 5

You are building a custom Power Virtual Agents bot for Customer Service. You need to trigger a Power Automate flow that updates a case record based on user input. Which two actions must you perform to enable the bot to call the flow? (Choose two.)

Accepted Answer

In the bot, add a 'Call an action' node and select the flow.. To enable a Power Virtual Agents bot to call a Power Automate flow, you must add a 'Call an action' node in the bot topic and select the flow. Additionally, the flow must include a 'Respond to Power Virtual Agents' action to return data to the bot. These two steps are essential for the integration to work.

Answer

Add the Power Virtual Agents connector to the flow and configure the 'Send a message' action.

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Register the flow as a custom connector in the Power Platform admin center.

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Create a flow with the 'When a Power Virtual Agents message is received' trigger.

Question 6

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.

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A capacity profile assigned to the queue

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A skill-based routing rule to match agent skills

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A real-time analytics dashboard to monitor routing

Question 7

You are setting up a new voice channel in Dynamics 365 Customer Service. The organization wants to route incoming calls to agents based on the caller's language preference. Which two components must you configure to enable language-based routing? (Choose two.)

Accepted Answer

Add a 'Language' skill to the agent's user record and set the proficiency level.. Language-based routing requires two key components: agents must have a language skill defined with a proficiency level, and the workstream must contain a routing rule that evaluates the caller's language and routes to a queue requiring that skill. Without the skill on the agent, the routing engine cannot match; without the routing rule, the language attribute is not used to direct the call. Together, they ensure calls reach agents who speak the caller's language.

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Configure the voice channel to use a specific language model for speech recognition.

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Set the queue's assignment method to 'Round Robin' to ensure even distribution among language speakers.

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Enable 'Presence-based routing' on the workstream to check agent availability for the language.

Question 8

You are configuring skills for unified routing in Dynamics 365 Customer Service. You need to ensure that work items are matched to agents based on specific skills. Which two components must be configured to enable skill-based routing? (Choose two.)

Accepted Answer

Work item skills. Skill-based routing in unified routing requires two main components: skills assigned to agents (bookable resource skills) and skills required by work items (work item skills). The routing engine matches these to find the best agent. Without both, the system cannot perform skill-based matching. Other elements like queues or rules are not specific to skill-based routing and do not directly enable it.

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Skill-based assignment rules

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Skill-based queues

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Skill-based routing rules

Question 9

A customer service supervisor at Adventure Works is configuring parent-child case settings in Dynamics 365 Customer Service. The supervisor wants to ensure that when a parent case is resolved, all child cases are also resolved. The supervisor also needs to prevent a parent case from being resolved while any child case is still active. Which two settings should the supervisor enable? (Choose two.)

Accepted Answer

Close all child cases when the parent case is resolved.. Enabling 'Close all child cases when the parent case is resolved' ensures child cases are resolved with the parent. Enabling 'Don't allow parent case to be resolved until all child cases are resolved' prevents early parent closure. Together, these settings meet both requirements for parent-child case resolution behavior in Dynamics 365 Customer Service.

Answer

Automatically create child cases when a parent case is created.

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Reopen child cases when the parent case is reopened.

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Merge child cases into the parent case upon resolution.

Question 10

You are implementing unified routing for a customer service team at Tailspin Toys. The team wants cases to be routed to agents based on skills and capacity. Which two components must you configure to enable skill-based routing for cases? (Choose two.)

Accepted Answer

Create a workstream with a routing rule set that includes skill-based conditions.. Skill-based routing in unified routing requires skills to be defined and assigned to bookable resources such as users or teams, and it requires a workstream for the case record type with a routing rule set that evaluates those skills. Together, these components let the routing engine match incoming cases to agents who have the right expertise. Capacity profiles and default assignment rules support other routing goals but are not essential for skill-based routing.

Answer

Configure a capacity profile and assign it to the workstream.

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Enable the 'Unified Routing' setting in the Customer Service admin center.

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Create an assignment rule that assigns cases to the default queue.