{"id":56322,"date":"2022-07-07T14:39:44","date_gmt":"2022-07-07T14:39:44","guid":{"rendered":"https:\/\/www.testpreptraining.com\/tutorial\/?page_id=56322"},"modified":"2022-07-07T14:41:25","modified_gmt":"2022-07-07T14:41:25","slug":"microsoft-mb-230-dynamics-365-for-customer-service-sample-questions","status":"publish","type":"page","link":"https:\/\/www.testpreptraining.ai\/tutorial\/microsoft-mb-230-dynamics-365-for-customer-service-sample-questions\/","title":{"rendered":"Microsoft MB-230: Dynamics 365 for Customer Service Sample Questions"},"content":{"rendered":"<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"750\" height=\"400\" src=\"https:\/\/www.testpreptraining.ai\/tutorial\/wp-content\/uploads\/2022\/07\/MB-230-Sample-Questions.jpg\" alt=\"MB-230 Sample Questions\" class=\"wp-image-56325\"\/><\/figure>\n<\/div>\n\n\n<h5 class=\"wp-block-heading\"><strong>Question 1 &#8211; Your job is to configure the business process flow for a case entity.<\/strong> <strong>All the cases must necessarily be flagged for review. You are required to complete the business process flow configuration.<\/strong><\/h5>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Solution: Set the input parameter type as an Option set for the action.<\/strong><\/h5>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Will this solution meet the goal?<\/strong><\/h5>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>A. Yes<\/strong><\/li><li><strong>B. No<\/strong><\/li><\/ul>\n\n\n\n<p><strong>Correct Answer<\/strong>: B<\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Question 2 &#8211; Your job is to configure the business process flow for a case entity.<\/strong> <strong>All the cases must necessarily be flagged for review.<\/strong> <strong>You are required to complete the business process flow configuration.<\/strong><\/h5>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Solution: For a new action that is named Ready for review, disabling As a business process flow action step option.<\/strong><\/h5>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Will this solution meet the goal?<\/strong><\/h5>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>A. Yes<\/strong><\/li><li><strong>B. No<\/strong><\/li><\/ul>\n\n\n\n<p><strong>Correct Answer: <\/strong>B<\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Question 3 &#8211; Your job is to configure the business process flow for a case entity.<\/strong> <strong>All the cases must necessarily be flagged for review. You are required to complete the business process flow configuration.<\/strong><\/h5>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Solution: Creating an action generating a task record that is assigned to the case reviewer and appends the text Ready for review to the case topic.<\/strong><\/h5>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Does the solution meet the goal?<\/strong><\/h5>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>A. Yes<\/strong><\/li><li><strong>B. No<\/strong><\/li><\/ul>\n\n\n\n<p><strong>Correct Answer:<\/strong> A<\/p>\n\n\n\n<p><strong>References: <\/strong><a href=\"https:\/\/docs.microsoft.com\/en-us\/business-applications-release-notes\/april18\/microsoft-flow\/add-action-business-process-flow\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/docs.microsoft.com\/en-us\/business-applications-release-notes\/april18\/microsoft-flow\/add-action-business-process-flow<\/a><\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Question 4 &#8211; You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd, and your task is automatically creating cases from the emails sent to support@contoso.com.<\/strong><\/h5>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Solution: Configuring Dynamics 365 for automatically sending responses to customers when the record is created.<\/strong><\/h5>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Will this solution meet the goal?<\/strong><\/h5>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>A. Yes<\/strong><\/li><li><strong>B. No<\/strong><\/li><\/ul>\n\n\n\n<p><strong>Correct Answer: <\/strong>B<\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Question 5 &#8211;&nbsp; You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd, and your task is automatically creating cases from the emails sent to support@contoso.com.<\/strong><\/h5>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Solution: Creating an automatic record creation and updating rule. Setting the Source type to Email, and then selecting the queue. Configure autoresponse settings.<\/strong><\/h5>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Will this solution meet the goal?<\/strong><\/h5>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>A. Yes<\/strong><\/li><li><strong>B. No<\/strong><\/li><\/ul>\n\n\n\n<p><strong>Correct Answer: <\/strong>A<\/p>\n\n\n\n<p><strong>References: <\/strong><a href=\"https:\/\/docs.microsoft.com\/en-us\/dynamics365\/customer-engagement\/customer-service\/automatically-create-case-from-email\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/docs.microsoft.com\/en-us\/dynamics365\/customer-engagement\/customer-service\/automatically-create-case-from-email<\/a><\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Question 6 &#8211; You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd, and your task is automatically creating cases from the emails sent to support@contoso.com.<\/strong><\/h5>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Solution: Creating an automatic record creation and updating rule. Setting the Source type to the service activity, and then selecting the queue.<\/strong><\/h5>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Will this solution meet the goal?<\/strong><\/h5>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>A. Yes<\/strong><\/li><li><strong>B. No<\/strong><\/li><\/ul>\n\n\n\n<p><strong>Correct Answer: <\/strong>B<\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Question 7 &#8211; You are using Dynamics 365 for Customer Service for creating business process flows.<\/strong> <strong>Which three of the given entities can you use?<\/strong><\/h5>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>A. Goal<\/strong><\/li><li><strong>B. Case<\/strong><\/li><li><strong>C. Letter<\/strong><\/li><li><strong>D. Social activity<\/strong><\/li><li><strong>E. Rollup queries<\/strong><\/li><\/ul>\n\n\n\n<p><strong>Correct Answer: <\/strong>BCD<\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Question 8 &#8211; Your task is the configuration of a single business process flow in Dynamics 365 for Customer Service, and you are required to design the business process flow.<\/strong> <strong>What must you do?<\/strong><\/h5>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>A. Merging peer branches to a single-stage when merging branches.<\/strong><\/li><li><strong>B. Spanning the process across 10 unique entities.<\/strong><\/li><li><strong>C. Combining multiple conditions in a rule by using both the AND and OR operators.<\/strong><\/li><li><strong>D. Using 40 steps per stage.<\/strong><\/li><\/ul>\n\n\n\n<p><strong>Correct Answer:<\/strong> A<\/p>\n\n\n\n<p><strong>References:<\/strong> <a href=\"https:\/\/docs.microsoft.com\/en-us\/dynamics365\/customer-engagement\/customize\/enhance-business-process-flows-branching\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/docs.microsoft.com\/en-us\/dynamics365\/customer-engagement\/customize\/enhance-business-process-flows-branching<\/a><\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Question 9. You are serving as a customer service representative using Dynamics 365 for Customer Service, and are required to identify and eliminate duplicate cases.<\/strong> <strong>What would you do?<\/strong><\/h5>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>A. Configur<\/strong><strong>ing <\/strong><strong>Dynamics 365 AI for Customer Service<\/strong><\/li><li><strong>B. Us<\/strong><strong>ing<\/strong><strong> business rules<\/strong><\/li><li><strong>C. Merg<\/strong><strong>ing<\/strong><strong> cases<\/strong><\/li><li><strong>D. Us<\/strong><strong>ing<\/strong><strong> parent-child case relationships<\/strong><\/li><\/ul>\n\n\n\n<p><strong>Correct Answer: <\/strong>B<\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Question 10. You are managing Dynamics 365 for Customer Service, and need to configure automatic case creation for the emails that are received by customers having a support contract.<\/strong> <strong>What will you do?<\/strong><\/h5>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>A. Configuring service level agreements to be on hold until a call can be made to the customer.<\/strong><\/li><li><strong>B. Creating an automatic record creation and updating rule. Setting the source type to email. Configuring the rule for sending automatic email responses to customers when records are created.<\/strong><\/li><li><strong>C. Creating an automatic record creation and updating rule. Setting the source type to the service activity. Configuring the rule for sending automatic email responses to customers when records are created.<\/strong><\/li><li><strong>D. Creating an automatic record creation and updating rule. Setting the source type to email. If a valid entitlement exists, configuring the rule for creating a case.<\/strong><\/li><\/ul>\n\n\n\n<p><strong>Correct Answer:<\/strong> D<\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Question 11. You serve as a system administrator for Dynamics 365 for Customer Service.<\/strong> <strong>The product, customer name, case title, and case type of a child case must be inherited from its parent case, while the parent case may not be closed until all child cases have been closed.<\/strong> <strong>You are required to configure cases.<\/strong> <strong>What would you do?<\/strong><\/h5>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>A. Validating that customer and case title fields are not removed as fields that child cases inherit from parent cases. Adding product and case-type fields to the list. Setting the closure preference setting to Don\u2019t allow parent case closure until all child cases are closed.<\/strong><\/li><li><strong>B. On the case entity, updating the Parent case-Child case 1:N relationship field mapping for including the fields. Creating a business rule on the case entity for preventing the parent from closing if it has one or more open child cases.<\/strong><\/li><li><strong>C. Creating a business rule.<\/strong><\/li><li><strong>D. Validating that customer and case title fields are not removed as fields that child cases inherit from the parent cases. Adding product and case-type fields to the list. The closure preference setting need not be changed. This is the default behavior.<\/strong><\/li><\/ul>\n\n\n\n<p><strong>Correct Answer: <\/strong>A<\/p>\n\n\n\n<p><strong>Reference: <\/strong><a href=\"https:\/\/docs.microsoft.com\/en-us\/dynamics365\/customer-service\/define-settings-parent-child-cases\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/docs.microsoft.com\/en-us\/dynamics365\/customer-service\/define-settings-parent-child-cases<\/a><\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Question 12. A customer service organization is planning to implement knowledge management for a custom entity called Root Cause Analysis.<\/strong> <strong>It is necessary to provide users with the ability to search, link, and rate knowledge articles. Knowledge articles must be recommended to users.<\/strong> <strong>Your job is the configuration of Dynamics 365 for Customer Service.<\/strong> <strong>Which three of the given actions must you perform?<\/strong><\/h5>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>A. Navigating to the Knowledge Base Management Settings wizard. Then, navigating to Record types and selecting Root Cause Analysis.<\/strong><\/li><li><strong>B. Adding a lookup to the article entity.<\/strong><\/li><li><strong>C. In Solution Explorer, expanding the Root Cause Analysis entity and selecting Forms. Editing the main form and configuring a knowledge base search control.<\/strong><\/li><li><strong>D. In Solution Explorer, expanding the Root Cause Analysis entity and selecting Forms. Editing the main form and configuring a subgrid for knowledge articles.<\/strong><\/li><li><strong>E. In Solution Explorer, selecting the Root Cause Analysis entity and then selecting Knowledge management.<\/strong><\/li><\/ul>\n\n\n\n<p><strong>Correct Answer:<\/strong> ACE<\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Question 13. A company is implementing Dynamics 365 for Customer Service and you are assigned a case.<\/strong> <strong>Before completing your work, you accidentally close the case<\/strong>. <strong>Now you must ensure that you can continue your work on the case.<\/strong> <strong>What must you do?<\/strong><\/h5>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>A. Reassigning the case<\/strong><\/li><li><strong>B. Reactivating the case<\/strong><\/li><li><strong>C. Cloning the case<\/strong><\/li><li><strong>D. Changing the status reason to In Progress<\/strong><\/li><\/ul>\n\n\n\n<p><strong>Correct Answer: <\/strong>B<\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Question 14. HOTSPOT &#8211;<\/strong> <strong>You are use Dynamics 365 for Customer Service, and need to merge cases.<\/strong> <strong>What would be the outcome for the merge process?<\/strong><\/h5>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Hot Area:<\/strong><\/h5>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td><strong>Merge object<\/strong><\/td><td><strong>Outcome<\/strong><\/td><\/tr><tr><td><strong>Duplicate cases<\/strong><\/td><td><strong>Merged and canceled<\/strong><\/td><\/tr><tr><td><\/td><td><strong>Merged and resolved<\/strong><\/td><\/tr><tr><td><\/td><td><strong>Merged and deleted<\/strong><\/td><\/tr><tr><td><strong>Open activities<\/strong><\/td><td><strong>Moved to the merged case<\/strong><\/td><\/tr><tr><td><\/td><td><strong>Canceled<\/strong><\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p><strong>Correct Answer:<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td><strong>Merge object<\/strong><\/td><td><strong>Outcome<\/strong><\/td><\/tr><tr><td>Duplicate cases<\/td><td>Merged and canceled<\/td><\/tr><tr><td>Open activities<\/td><td>Moved to the merged case<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Question 15. HOTSPOT &#8211;<\/strong> <strong>You are serving as a customer service representative who is working with cases in Dynamics 365 for Customer Service.<\/strong> <strong>You are required to manage multiple lists of cases.<\/strong> <strong>Which of the following actions should you perform?\u00a0<\/strong><\/h5>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Hot Area:<\/strong><\/h5>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td><strong>Case scenario<\/strong><\/td><td><strong>Value<\/strong><\/td><\/tr><tr><td><strong>Create a list of cases that are one month old<\/strong><\/td><td><strong>Create a system view<\/strong><\/td><\/tr><tr><td><\/td><td><strong>Create a personal view<\/strong><\/td><\/tr><tr><td><strong>View multiple lists on a single screen<\/strong><\/td><td><strong>Configure the group on an editable grid<\/strong><\/td><\/tr><tr><td><\/td><td><strong>Create an interactive experience dashboard<\/strong><\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p><strong>Correct Answer:&nbsp;<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td><strong>Case scenario<\/strong><\/td><td><strong>Value<\/strong><\/td><\/tr><tr><td><strong>Create a list of cases that are one month old<\/strong><\/td><td><\/td><\/tr><tr><td><\/td><td><strong>Create a personal view<\/strong><\/td><\/tr><tr><td><strong>View multiple lists on a single screen<\/strong><\/td><td><\/td><\/tr><tr><td><\/td><td><strong>Create an interactive experience dashboard<\/strong><\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Question 16. HOTSPOT &#8211;<\/strong> <strong>A company is implementing Dynamics 365 for Customer Service.<\/strong> <strong>Which status reason must be used for each case status?&nbsp;<\/strong><\/h5>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Hot Area:<\/strong><\/h5>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td><strong>Case status<\/strong><\/td><td><strong>Status reason<\/strong><\/td><\/tr><tr><td><strong>Active<\/strong><\/td><td><strong>Merged&nbsp;<\/strong><\/td><\/tr><tr><td><\/td><td><strong>On hold<\/strong><\/td><\/tr><tr><td><\/td><td><strong>Problem solved<\/strong><\/td><\/tr><tr><td><strong>Resolved&nbsp;<\/strong><\/td><td><strong>On hold<\/strong><\/td><\/tr><tr><td><\/td><td><strong>Waiting for details<\/strong><\/td><\/tr><tr><td><\/td><td><strong>Information provided<\/strong><\/td><\/tr><tr><td><strong>Canceled&nbsp;<\/strong><\/td><td><strong>Merged<\/strong><\/td><\/tr><tr><td><\/td><td><strong>On hold<\/strong><\/td><\/tr><tr><td><\/td><td><strong>Researching&nbsp;<\/strong><\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p><strong>Correct Answer:&nbsp;<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td><strong>Case status<\/strong><\/td><td><strong>Status reason<\/strong><\/td><\/tr><tr><td><strong>Active<\/strong><\/td><td><\/td><\/tr><tr><td><\/td><td><strong>On hold<\/strong><\/td><\/tr><tr><td><\/td><td><\/td><\/tr><tr><td><strong>Resolved&nbsp;<\/strong><\/td><td><\/td><\/tr><tr><td><\/td><td><\/td><\/tr><tr><td><\/td><td><strong>Information provided<\/strong><\/td><\/tr><tr><td><strong>Canceled&nbsp;<\/strong><\/td><td><strong>Merged<\/strong><\/td><\/tr><tr><td><\/td><td><\/td><\/tr><tr><td><\/td><td><\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Question 17. HOTSPOT &#8211;<\/strong> <strong>Dynamics 365 for Customer Service needs to be configured with the working hours of help desk agents who have varying schedules.<\/strong> <strong>What will you do?<\/strong><\/h5>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Hot Area:<\/strong><\/h5>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td><strong>Requirement&nbsp;<\/strong><\/td><td><strong>Action&nbsp;<\/strong><\/td><\/tr><tr><td><strong>Set up individual working hours<\/strong><\/td><td><strong>Configure security settings and define hours for each user account<\/strong><\/td><\/tr><tr><td><\/td><td><strong>Configure service management and all customer service calenders<\/strong><\/td><\/tr><tr><td><\/td><td><strong>Configure administration settings and system settings<\/strong><\/td><\/tr><tr><td><strong>Set up new weekly schedule and recurring work hours<\/strong><\/td><td><strong>Configure days off to vary by day<\/strong><\/td><\/tr><tr><td><\/td><td><strong>Configure a fiscal year schedule<\/strong><\/td><\/tr><tr><td><\/td><td><strong>Configure individual days off<\/strong><\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p><strong>Correct Answer:<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td><strong>Requirement&nbsp;<\/strong><\/td><td><strong>Action&nbsp;<\/strong><\/td><\/tr><tr><td><strong>Set up individual working hours<\/strong><\/td><td><\/td><\/tr><tr><td><\/td><td><strong>Configure service management and all customer service calendars<\/strong><\/td><\/tr><tr><td><\/td><td><\/td><\/tr><tr><td><strong>Set up a new weekly schedule and recurring work hours<\/strong><\/td><td><strong>Configure days off to vary by day<\/strong><\/td><\/tr><tr><td><\/td><td><\/td><\/tr><tr><td><\/td><td><\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Question 18. DRAG DROP &#8211;<\/strong> <strong>You are serving as a Dynamics 365 system administrator, and your customer service team must necessarily define the goal metrics for tracking and measuring all resolved cases.<\/strong> <strong style=\"user-select: auto;\">You must create a goal metric with a rollup field.<\/strong> <strong>In which order must you perform the actions?<\/strong><\/h5>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Select and Place:<\/strong><\/h5>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td><strong>Actions<\/strong><\/td><td><strong>Answer Area<\/strong><\/td><\/tr><tr><td><strong>Create a new rollup field&nbsp;<\/strong><\/td><td><\/td><\/tr><tr><td><strong>Define the metric. Enter metric and amount data types<\/strong><\/td><td><\/td><\/tr><tr><td><strong>Specify details about the source data that rolls up<\/strong><\/td><td><\/td><\/tr><tr><td><strong>Specify the date field that determines the goal period that the records will roll up into<\/strong><\/td><td><\/td><\/tr><tr><td><strong>Specify the rollup field to track against goals<\/strong><\/td><td><\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p><strong>Correct Answer:<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td><strong>Actions<\/strong><\/td><td><strong>Answer Area<\/strong><\/td><\/tr><tr><td>Create a new rollup field&nbsp;<\/td><td>Define the metric. Enter metric and amount data types<\/td><\/tr><tr><td>Define the metric. Enter metric and amount data types<\/td><td>Create a new rollup field&nbsp;<\/td><\/tr><tr><td>Specify details about the source data that rolls up<\/td><td>Specify the rollup field to track against goals<\/td><\/tr><tr><td>Specify the date field that determines the goal period that the records will roll up into<\/td><td>Specify details about the source data that rolls up<\/td><\/tr><tr><td>Specify the rollup field to track against goals<\/td><td>Specify the date field that determines the goal period that the records will roll up into<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Question 19. DRAG DROP &#8211;<\/strong> <strong>You are serving as a Dynamics 365 Customer Service administrator, and must import cases from a file without applying routing rules.<\/strong> <strong>Which three of the following actions must you perform in sequence?\u00a0<\/strong><\/h5>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Select and Place:<\/strong><\/h5>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td><strong>Actions<\/strong><\/td><td><strong>Answer Area<\/strong><\/td><\/tr><tr><td><strong>Save and import the import file<\/strong><\/td><td><\/td><\/tr><tr><td><strong>Add a row named Route Case to the import file<\/strong><\/td><td><\/td><\/tr><tr><td><strong>Add a column named Route Case to the import file<\/strong><\/td><td><\/td><\/tr><tr><td><strong>Add the value Yes for cases that must not be routed<\/strong><\/td><td><\/td><\/tr><tr><td><strong>Add the value No for cases that must not be routed<\/strong><\/td><td><\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p><strong>Correct Answer:&nbsp;<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td><strong>Actions<\/strong><\/td><td><strong>Answer Area<\/strong><\/td><\/tr><tr><td>Save and import the import file<\/td><td>Add a column named Route Case to the import file<\/td><\/tr><tr><td>Add a row named Route Case to the import file<\/td><td>Add the value No for cases that must not be routed<\/td><\/tr><tr><td>Add a column named Route Case to the import file<\/td><td>Save and import the import file<\/td><\/tr><tr><td>Add the value Yes for cases that must not be routed<\/td><td><\/td><\/tr><tr><td>Add the value No for cases that must not be routed<\/td><td><\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p><strong>Reference: <\/strong><a href=\"https:\/\/docs.microsoft.com\/en-us\/dynamics365\/customer-engagement\/customer-service\/create-rules-automatically-route-cases\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/docs.microsoft.com\/en-us\/dynamics365\/customer-engagement\/customer-service\/create-rules-automatically-route-cases<\/a><\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Question 20. HOTSPOT &#8211;<\/strong> <strong>You are using Dynamics 365 for Customer Service, and have existing routing rules.<\/strong> <strong>Your task is the creation of a routing rule for cases and bulk-import cases.<\/strong> <strong>What actions should you perform?<\/strong><\/h5>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Hot Area:<\/strong><\/h5>\n\n\n\n<figure class=\"wp-block-table aligncenter\"><table><tbody><tr><td><strong>Scenario&nbsp;<\/strong><\/td><td><strong>Action&nbsp;<\/strong><\/td><\/tr><tr><td><strong>The existing route rule action that the system automatically invoked when the new rule is activated<\/strong><\/td><td><strong>The routing rule is deleted<\/strong><\/td><\/tr><tr><td><\/td><td><strong>The routing rule does not change<\/strong><\/td><\/tr><tr><td><\/td><td><strong>The routing rule is deactivated<\/strong><\/td><\/tr><tr><td><strong>Import bulk cases without the routing rule affecting the imported cases<\/strong><\/td><td><strong>Create a column in a spreadsheet named RouteCase and add the value No for all records<\/strong><\/td><\/tr><tr><td><\/td><td><strong>Create a column in a spreadsheet named RouteCase and add the value No routing for all records<\/strong><\/td><\/tr><tr><td><\/td><td><strong>Save the spreadsheet as a delimited file for import<\/strong><\/td><\/tr><tr><td><\/td><td><strong>Manually add each record<\/strong><\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p><strong>Correct Answer:<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-table aligncenter\"><table><tbody><tr><td><strong>Scenario&nbsp;<\/strong><\/td><td><strong>Action&nbsp;<\/strong><\/td><\/tr><tr><td><strong>The existing route rule action that the system automatically invoked when the new rule is activated<\/strong><\/td><td><\/td><\/tr><tr><td><\/td><td><\/td><\/tr><tr><td><\/td><td><strong>The routing rule is deactivated<\/strong><\/td><\/tr><tr><td><strong>Import bulk cases without the routing rule affecting the imported cases<\/strong><\/td><td><strong>Create a column in a spreadsheet named RouteCase and add the value No for all records<\/strong><\/td><\/tr><tr><td><\/td><td><\/td><\/tr><tr><td><\/td><td><\/td><\/tr><tr><td><\/td><td><\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><a href=\"https:\/\/www.testpreptraining.ai\/microsoft-dynamics-365-for-customer-service-mb-230-free-practice-test\" target=\"_blank\" rel=\"noreferrer noopener\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.testpreptraining.ai\/tutorial\/wp-content\/uploads\/2020\/06\/Start-preparing-now.png\" alt=\"Microsoft MB-230 free practice tests\n\" width=\"750\" height=\"150\"\/><\/a><\/figure>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>Question 1 &#8211; Your job is to configure the business process flow for a case entity. All the cases must necessarily be flagged for review. You are required to complete the business process flow configuration. Solution: Set the input parameter type as an Option set for the action. Will this solution meet the goal? A&#8230;.<\/p>\n","protected":false},"author":1,"featured_media":56325,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"categories":[1226],"tags":[8709,8708],"class_list":["post-56322","page","type-page","status-publish","has-post-thumbnail","hentry","category-microsoft","tag-microsoft-mb-230-dynamics-365-for-customer-service","tag-microsoft-mb-230-dynamics-365-for-customer-service-sample-questions"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Microsoft MB-230: Dynamics 365 for Customer Service Sample Questions<\/title>\n<meta name=\"description\" content=\"Get familiar with actual Microsoft MB-230: Dynamics 365 for Customer Service exam with Sample questions and explanations. 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