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Dynamics 365 for Customer Service Functional Consultant Associate MB-230 Passing Score

Page: 3 / 11
Total 283 questions
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Microsoft Dynamics 365 Customer Service Functional Consultant Questions and Answers

Question 9

You are a system administrator for Dynamics 365 for Customer Service.

All child cases must inherit the product, customer name, case title, and case type from the parent case. Parent

cases must not be closed until all child cases are closed.

You need to configure cases.

What should you do?

Options:

A.

Validate that customer and case title fields have not been removed as fields that child cases inherit from

parent cases. Add product and case-type fields to the list. Set the closure preference setting to Don’t allow

parent case closure until all child cases are closed.

B.

On the case entity, update the Parent case-Child case 1:N relationship field mapping to include the fields.

Create a business rule on the case entity to prevent the parent from closing if it has one or more open child

cases.

C.

Create a business rule.

D.

Validate that customer and case title fields have not been removed as fields that child cases inherit from

the parent cases. Add product and case-type fields to the list. The closure preference setting does not need

to be changed. This is default behavior.

Question 10

You are configuring a queue in Omnichannel for Customer Service for a call center.

You need to complete the queue configuration using the minimal number of actions.

Which two actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

Options:

A.

Configure the mailbox for the queue

B.

Set the record creation and update rules for the queue

C.

Set the queue priority for the queue

D.

Enable the queue for auto work distribution

Question 11

A company closes the business each year for nine business days.

You need to configure the system to reflect the business closure while minimizing the number of records that you must create in the system.

What should you create?

Options:

A.

nine customer service calendar records of a one-day duration

B.

two holiday calendar records of a seven-day duration

C.

three holiday schedule records of a three-day duration

D.

one business closure record of a nine-day duration

Question 12

A company installs and services air filtering units for industrial manufacturing plants. The company is implementing Dynamics 365 Customer Service.

Each regional location has only two advanced diagnostic units. The company charges customers a higher rate when the company uses a unit.

You need to configure the system to optimize work scheduling.

What should you configure? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Options:

Page: 3 / 11
Total 283 questions
Get MB-230 Full Access Download MB-230 PDF