Microsoft Dynamics 365 Customer Service MB-230 Practice Test

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Share some Microsoft Dynamics 365 Certification MB-230 exam questions and answers below.
You set a default entitlement for a customer.
You need to ensure that the default entitlement is automatically associated with a case.
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 a case.
B.Update the customer, contact, or product field on an existing case.
C.Update the description field on an existing case.
D.Add an activity to an existing case.
Answer : A, B

You are a help desk representative for an organization using Dynamics 365 Customer Service.
Users need to search within the system for similar cases. None of the out-of-the-box settings have been changed.
You need to determine which search features are available for use by default.
Which two search features are available? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
A.Advanced Find
B.Quick Find
C.Relevance Search
D.Full-text Quick Find
Answer : A, B

You are a Dynamics 365 Customer Service administrator.
You need to add a new status reason to the case entity.
What are two possible ways to accomplish the goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
A.Navigate to Cases in the Customer Service Hub app. Open a record, edit the form, and then edit the Status reason field.
B.Modify the existing solution and the case entity. Edit the status reason and add an additional status reason value.
C.Create a new solution and add the existing Case entity. Select Status Reason and add a new value.
D.Modify the existing solution. Add another entity named Status. Then, create a status reason field with
additional options.
Answer : B, C

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd.
You need to automatically create cases from emails sent to the support@contoso.com email address.
Solution: Create an automatic record creation and update rule. Set the Source type to Email, and then select the queue. Configure conditions for record creation.
Does the solution meet the goal?
A.Yes
B.No
Answer : A

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