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MB-230真題 |高通過率| 100％通過Microsoft Dynamics 365 Customer Service Functional Consultant考試

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最新的 Microsoft Dynamics 365 MB-230 免費考試真題 (Q29-Q34):

問題 #29
A user named User1 creates a knowledge base article. No other action has been taken.
User! must modify the article.
You need to direct User1 to the view where the article is displayed.
To which view should you direct User1?

• A. Scheduled Articles
• B. Unapproved Articles
• C. Inactive Articles
• D. Draft Articles

答案：D
問題 #30
You are using Dynamics 365 for Customer Service. You have existing routing rules.
You need to create a routing rule for cases and bulk-import cases.
Which actions should you perform? To answer, select the appropriate action in the dialog box in the answer area.
NOTE: Each correct selection is worth one point.
答案： 解題說明：

問題 #31
You are using Dynamics 365 for Customer Service.
You need to automate the process of adding cases to a queue.
What should you do?

• A. Use routing rules
• B. Use the add to queue button on a case
• C. Use the convert activities functionality with cases
• D. Use the Assign button on a case

答案：A
問題 #32
You are a customer service representative using Dynamics 365 Customer Service Hub.
You need to link the knowledge base records that relate to cases and send articles to customers.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in them correct order.
答案： 解題說明：


問題 #33
Your company uses Dynamics 365 Customer Service. You create the following support offerings. Customers must choose one of the three offerings.
Email only
Phone only
Half phone and half email
You allocate 50 cases to each support offering.
You need to create the entitlement with terms that adhere to the support offerings.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

• A. Create one entitlement template that includes the three different terms. Apply the template to the customer, and then remove the terms that do not apply.
• B. Create a new entitlement for each new support offering for the customer, with terms equal to 25 phone calls and 25 emails.
• C. Create a new entitlement for each new support offering for the customer, with terms equal to 50 phone calls and 50 emails.
• D. Create different entitlement templates for each set of terms. Apply the appropriate template to the customer.
• E. Create three entitlement templates with terms for 50 calls and 50 emails. Apply the template to the customers as they sign the support offering.

答案：C,E 解題說明：
Note: Quickly create other entitlements prefilled with the basic information like the start and end date, service level agreement (SLA), allocation type, and total term by using an entitlement template in Dynamics 365 Customer Service. For example, create a template for a standard entitlement, and then apply this template for every standard customer in your organization.
Template information include:
Total Term: Specify the total amount of support the customer is entitled to with respect to the allocation type. For example, if the allocation type is number of cases and you specify 100 in Total term, then the customer is entitled to support up to 100 cases.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entitlements-templates
問題 #34
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