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Guide for Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate

Quiz Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate

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/ 10

Quiz

1/10
DRAG DROP

You need to configure the system to store answers about claims.

Which four actions should you perform in sequence? To answer, move all actions from the list to the
answer area and arrange them in the correct order.




Certification Exam Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Microsoft Microsoft-MB-230 3-3018362598
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1 correct answer
Certification Exam Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Microsoft Microsoft-MB-230 4-3208017191

Quiz

2/10
HOTSPOT

You need to create and configure objects to support the requirements.

How should you configure the system? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.



Certification Exam Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Microsoft Microsoft-MB-230 5-661682557
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1 correct answer
Certification Exam Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Microsoft Microsoft-MB-230 6-3917103731

Quiz

3/10
You need to configure the queue for telephone-based cases.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
Select the answer
2 correct answers
A.
Create a case from email.
B.
Define an SLA and entitlements and set entitlement values for case numbers.
C.
Configure a status reason transition.
D.
Create a case routing rule.
E.
Automatically create or update records.

Quiz

4/10
HOTSPOT


You need to configure the correct settings.

Which settings should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.


Certification Exam Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Microsoft Microsoft-MB-230 7-2645407028
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1 correct answer
Certification Exam Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Microsoft Microsoft-MB-230 8-2869427022

Quiz

5/10
You need to search for answers to customer claims.
Which type of search should you perform?
Select the answer
1 correct answer
A.
Timeline
B.
Quick Find
C.
Related
D.
Detail
E.
Case Relationships

Quiz

6/10
You need to ensure that claim disputes conform to the defined case life cycle.
What should you configure?
Select the answer
1 correct answer
A.
Related cases
B.
Case Relationships
C.
Timeline
D.
Status Reason Transition
E.
Subject

Quiz

7/10
A customer has three cases in process and two cases for the current calendar year.
You need to determine how many cases the customer has left on their entitlement.

How many cases are left?
Select the answer
1 correct answer
A.
20
B.
22
C.
23
D.
25

Quiz

8/10
You need to create the SLAs.
Which three SLAs should you create? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Select the answer
3 correct answers
A.
SLA with 24 hours as the failure time and no warning
B.
SLA with 6 hours as the failure time and a one-hour warning
C.
SLA with 6 hours as the failure time and no warning
D.
SLA with one hour as the failure time and no warning
E.
SLA with 24 hours as the failure time and a two-hour warning

Quiz

9/10
DRAG DROP

You need to ensure that customers cannot open more cases than they are allowed.

Which four 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 the correct order.



Certification Exam Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Microsoft Microsoft-MB-230 11-3581211006
Select the answer
1 correct answer
Certification Exam Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Microsoft Microsoft-MB-230 10-1983742723

Quiz

10/10
HOTSPOT

You need to configure the options for the schedule.

Which options should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.



Certification Exam Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Microsoft Microsoft-MB-230 12-2499801688
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1 correct answer
Certification Exam Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Microsoft Microsoft-MB-230 13-2224850447
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Info quiz:

  • Quiz name:Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate
  • Total number of questions:291
  • Number of questions for the test:50
  • Pass score:80%

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