MB-230-17

You are employed as an administrator for your company’s Dynamics 365 for Customer Service implementation.

You are preparing to merge duplicate cases.

Which of the following is TRUE with regards to the state of the case and the status after these duplicate cases have been merged?

• The state of the case will change to Resolved and the state will change to Canceled.

• The state of the case will change to Merged and the state will change to Merged.

• The state of the case will change to Deleted and the state will change to Resolved.

• The state of the case will change to Canceled and the state will change to Merged.

You are employed as a system administrator for your company’s Dynamics 365 for Customer Service implementation.

You have been tasked with creating a service-level agreement (SLA) that allows for times and status’ of an SLA to be tracked.

Which of the following is the type of SLA you should create?

• Atypical

• KPI

• Enhanced

• Standard

Your company makes use of Dynamics 365 for Customer Service. You are employed as an administrator.

You are required to configure an entitlement template for a standard support contract that allows for 40 hours of email support, as well as Phone as a premium service in allotments of 20 incidents.

Which of the following is TRUE with regards to the entitlement channel?

• It should be set to Email only.

• It should be set to Phone only.

• It should be set to Email and Phone.

• It is an unnecessary setting.

You have been tasked with forwarding surveys to clients that opened cases in the last 30 days.

You want to make sure that clients without a Dynamics 365 license still receives a summary of the survey results.

Which two of the following are file formats that the summary can be sent in?

• .xlsx

• .exe

• .pdf

• .txt

You are responsible for creating surveys via Voice of the Customer (VoC).

You want to make sure that an escalation is activated in support by VoC survey responses.

Which of the following actions should you take?

• You should make use of the VoC – Process Survey Response workflow.

• You should make use of the VoC – Close Survey Activity workflow.

• You should make use of the VoC – Convert Response To Feedback Entity workflow.

• You should make use of the VoC – Convert Survey Response To Campaign Response workflow.

You are evaluating Copilot in Customer Service for a company that has a new environment. Copilot features are already enabled.

The company requires use of the capabilities within model-driven Power Apps apps developed by the company, to display summary information regarding cases. Default Customer Service forms are used in each app.

Users report that the functionality does not work as expected in the custom apps.

You need to resolve the issue.

What should you do?

• Add the CopilotCaseSummaryControl to the form.

• Assign the Customer Service Representative security role.

• Enable the Case summary Copilot AI feature.

• Enable Copilot features for custom apps.

You are configuring Microsoft Teams chat integration for a custom model-driven application.

Users report that they are unable to use the chat feature in the app.

You determine that the capability has not yet been enabled.

You need to enable the functionality.

Which area should you access to enable it?

• Maker Portal

• Microsoft Teams admin center

• Microsoft Dynamics 365 Customer Service admin center

• Microsoft Power Platform admin center

Answer explanation

To enable Microsoft Teams chat integration for a custom model-driven app, you must configure the settings in

the Microsoft Power Platform admin center.

Why Microsoft Power Platform Admin Center?

Teams chat integration is a global feature that must be enabled at the environment level in the Power

Platform admin center before it becomes available in model-driven apps.

Admins need to turn on the "Collaboration" settings that allow model-driven apps to integrate with Microsoft

Teams chat.

After enabling it at the admin center, users can access the integration within their Power Apps model-driven

applications.

You need to search for answers to customer claims.

Which type of search should you perform?

• Timeline

• Quick Find

• Related

• Detail

• Case Relationships

Answer explanation

https://docs.microsoft.com/en-us/dynamics365/customer-service/search-knowledge-articles-csh#knowledge-base-search-control

You need to configure the system to notify managers about unhappy patients.

What should you do?

• Configure Omnichannel Insights.

• Set a routing rule for escalations.

• Change the value of the Monitor real-time customer sentiment option to Yes.

Answer explanation

https://docs.microsoft.com/en-us/dynamics365/customer-service/oc-monitor-real-time-customer-sentiment-sessions