MB-230 _ Shilpa_March'25

You are configuring the system for a sales organization. The organization needs to ensure that customers receive accurate and timely information when orders are placed. Which feature in Dynamics 365 Sales can be used to automatically send order confirmation emails to customers after an order is created?

• Power Automate

• Workflow

• Email Template

• Sales Insights

Answer explanation

Workflows in Dynamics 365 Sales can be configured to automate business processes such as sending order confirmation emails. When a new order is created, a workflow can trigger an email to be sent to the customer. This feature is part of the automation capabilities within the platform.

A customer service representative needs to automatically assign support cases to the appropriate agent based on the region and issue type. The organization has different teams for each region and issue type. Which feature in Dynamics 365 Customer Service should be used to automate the case assignment process?

• Case Escalation Rules

• Case Routing Rules

• Service Level Agreements (SLAs)

• Queues and Routing

Answer explanation

Case Routing Rules in Dynamics 365 Customer Service are used to automate the assignment of cases to the appropriate teams based on certain criteria such as region and issue type. This feature ensures that cases are handled by the right agents or teams without manual intervention.

A customer service organization wants to ensure that their support agents are always aware of the critical cases that need immediate attention. They want to set a maximum time that a case can remain in a certain status before it is automatically escalated. Which feature in Dynamics 365 Customer Service should be configured to meet this requirement?

• Entitlements

• Case Priority

• Case Escalation Rules

• Service Level Agreements (SLAs)

A customer service representative is handling a case where a customer needs troubleshooting assistance. The representative wants to ensure that a specific knowledge article is attached to the case for reference during the troubleshooting process. What feature should the representative use to attach the knowledge article to the case?

• Case Resolution

• Service Entitlements

• Case Notes

• Knowledge Management

A customer calls in and reports an issue related to their service plan. The service plan includes certain entitlements like product support and service guarantees. The support agent needs to verify if the customer’s entitlement is valid and ensure that the service request is covered under the plan. Which feature in Dynamics 365 Customer Service should the agent use?

• Case Routing

• Product Catalog

• Entitlements

• Service Level Agreements (SLAs)

Answer explanation

Entitlements in Dynamics 365 Customer Service allow support agents to verify the services and support a customer is entitled to based on their specific service plan. This feature helps agents quickly determine whether the customer’s issue is covered under the plan, which is crucial for providing accurate service and managing customer expectations.

A company wants to allow its customers to give feedback on the service they received after each case is closed. They want to ensure that the feedback is captured in the system automatically when the case is closed. Which feature in Dynamics 365 Customer Service should be used?

• Service Level Agreements (SLAs)

• Surveys

• Knowledge Management

• Case Resolution

Answer explanation

Surveys in Dynamics 365 Customer Service can be configured to automatically request feedback from customers after a case is closed. This feature helps capture customer satisfaction data, which can be used for performance tracking and improving service quality.

A customer service manager wants to optimize the scheduling of service appointments and ensure that the right field technician is assigned based on their availability, skills, and proximity to the customer. Which feature in Dynamics 365 Customer Service should the manager use to achieve this?

• Case Routing Rules

• Service Level Agreements (SLAs)

• Field Service Scheduling

• Power Automate

Answer explanation

Field Service Scheduling in Dynamics 365 allows managers to optimize the assignment of technicians to service appointments. It factors in technician availability, skills, and proximity to the customer to ensure that the right technician is assigned to each job efficiently.

A company wants to extend their customer service operations by creating a custom app to manage specific support workflows that are unique to their business. The custom app should integrate with Dynamics 365 Customer Service and allow users to automate certain processes. Which tool in Microsoft Power Platform should the consultant use to build and extend the system?

• Power BI

• Power Apps

• Power Virtual Agents

• Power Automate

Answer explanation

Power Apps allows users to create custom applications that can be integrated with Dynamics 365 Customer Service to extend the system and automate specific workflows. This tool enables the creation of tailored solutions to meet business-specific needs without requiring complex custom development.

You use Dynamics 365 for Customer Service.
You need to create business process flows.
Which three entities can you use? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

• Goal

• Case

• Letter

• Social Activity

Sarah, a customer service agent, is handling a case where a customer reports an issue with their product. She later finds out that another agent, Mark, is already working on a similar case from the same customer. What should Sarah do to ensure efficient case management?

• • Close her case and let Mark handle it individually

• Merge her case with Mark’s case to avoid duplication and provide a unified resolution

• Escalate her case to the manager immediately

• Delete Mark’s case and continue working on her own