MB-230事前に試験練習テストで使おう（最新224問題)
有効なMB-230試験解答PDF一年無料更新
Microsoft MB-230試験は、Microsoft Dynamics 365カスタマーサービス機能コンサルタントになりたい個人を対象とした認定試験です。この試験は、Microsoft Dynamics 365を使用したさまざまなカスタマーサービスソリューションの設定、カスタマイズ、および実装能力を測定します。この試験に合格することは、候補者がカスタマーサービス領域の機能コンサルタントとして働くために必要なスキルと知識を持っていることを示し、証明します。
質問 # 50
Customer service representatives are not able to manually add service-level agreements (SLAs) to a record.
You need to enable on-demand SLAs.
What should you do?
- A. Publish the on-demand SLA
- B. Configure the scope of the workflow
- C. Activate the SLA
- D. Request an administrator to add the SLA field to the entity form
正解：D
解説：
Section: Topic 3, Manage queues, entitlements, and SLAs
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-level- agreements
質問 # 51
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 [email protected] email address.
Solution: Create an automatic record creation and update rule. Set the Source type to Email, and then select the queue. Configure autoresponse settings.
Does the solution meet the goal?
- A. Yes
- B. No
正解：A
解説：
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/automatically-createcase-from-email
質問 # 52
You create a new case that is associated to a service level agreement (SLA).
You need to identify what occurs when the case is placed on hold.
What should you identify?
- A. The time calculations for the Key Performance Indicators (KPIs) are paused.
- B. An automatic notification is sent to the manager of the user who placed the case on hold.
- C. An automatic notification is sent to the customer who initiated the case.
- D. Users are prevented from editing the case record until the On Hold status changes.
正解：A
質問 # 53
Drag and Drop Question
You are a Dynamics 365 for Customer Service administrator. Your company provides support between 9 a.m. and 5 p.m.
You must add a warning to account records when service representatives do not contact an account within eight business hours of the account being verified.
You need to enable service-level agreements (SLAs) for accounts.
In which order should you perform the actions? To answer, move all actions from the list to the answer area and arrange them in the correct order.
正解：
解説：
質問 # 54
You are a system administrator for Dynamics 365 for Customer Service.
All child cases must inherit the product, customer name, case title, and case type from the parent case. Parent cases must not be closed until all child cases are closed.
You need to configure cases.
What should you do?
- A. Add the product and case type fields as fields that child cases will inherit from the parent case. Set the closure preference setting to Don't allow parent case closure until all child cases are closed.
- B. Create a business rule.
- C. Set the closure preference setting to Don't allow parent case closure until all child cases are closed. In Settings, navigate to Customizations. On the case entity, update the Incident-Incident Resolution case relationship field mapping to include the fields.
- D. Set the closure preference setting to Don't allow parent case closure until all child cases are closed.
正解：A
質問 # 55
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 configuring a business process flow for a case entity.
All cases must be flagged for review.
You need to complete configuration of the business process flow.
Solution: Create an action that generates a task record that is assigned to the case reviewer and appends the text Ready for review to the case topic.
Does the solution meet the goal?
- A. Yes
- B. No
正解：A
解説：
Reference:
https://docs.microsoft.com/en-us/business-applications-release-notes/april18/microsoft-flow/add-actionbusiness- process-flow
質問 # 56
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.
A company uses Dynamics 365 Customer Service Hub.
Customer service representatives must be able to perform a relevance search on name, phone number, email, and queue.
A customer service representative is not able to perform a relevance search for emails.
You need to ensure that the customer service representative can perform relevance searches for email addresses.
Solution: Enable smart matching.
Does the solution meet the goal?
- A. Yes
- B. No
正解：B
質問 # 57
Under which two circumstances will a routing rule be applied to a case without user intervention?
Each correct answer presents a complete solution.
- A. a case is created manually
- B. a case is created by using a convert to case action
- C. a case is created as the result of a record creation rule
- D. a case was created before the routing rule was activated
正解：A、D
質問 # 58
Customer service representatives are not able to manually add service-level agreements (SLAs) to a record.
You need to enable on-demand SLAs.
What should you do?
- A. Publish the on-demand SLA
- B. Configure the scope of the workflow
- C. Activate the SLA
- D. Request an administrator to add the SLA field to the entity form
正解：D
解説：
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-levelagree
質問 # 59
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.
正解：
解説：
質問 # 60
A client wants to use the knowledge base in Dynamics 365 Customer Service.
You need to identify the state of a knowledge base article when an event occurs.
What are the states of the articles? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
正解：
解説：
Explanation
Box 1: Review
Review - The draft version of the article is sent to reviewers to approve or reject.
Mark a knowledge article for review
To ensure that the content you've created is accurate, have someone review it.
You can mark an article for review or directly assign it to a specific person or queue. When you mark an article for review, it starts appearing in the knowledge manager's dashboard. The knowledge manager can then assign the article to specific team members or a queue for review.
Box 2: Published
When you approve the content of an article, it means that the content is ready to be consumed by other customer service reps, and also ready to be published.
On the Business process bar, in the Review stage, in the Review field, select Approve.
The article is now ready to be published.
Box 3: Draft
Draft - The article is in the process of being created.
Note: A versioned knowledge article in the Draft state can be modified only by the author or reviser with the contribute access to the knowledge base, owner of a knowledge base, users with the admin and knowledge_admin role, and ownership group members, if ownership group is added to the article.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledge-ar
質問 # 61
You need to search for answers to customer claims.
Which type of search should you perform?
- A. Case Relationships
- B. Quick Find
- C. Related
- D. Timeline
- E. Detail
正解：C
解説：
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/search-knowledge-articles-csh#knowledgebase-search-control
質問 # 62
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 [email protected] email address.
Solution: Configure Dynamics 365 to automatically send responses to customers when the record is created.
Does the solution meet the goal?
- A. Yes
- B. No
正解：B
解説：
Section: Topic 1, Perform Configuration
Explanation/Reference:
質問 # 63
A customer's entitlement is not available to assign to a case.
You need to determine the cause of the customer's issue.
What are two possible reasons for the issue? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
- A. The entitlement is expired
- B. The entitlement was renewed
- C. The entitlement is set as the default
- D. The entitlement is in waiting status
- E. The entitlement is active
正解：A、D
解説：
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-custom
質問 # 64
You create a queue and assign it to a team. Which type of queue is created?
- A. Shared
- B. Personal
- C. System
- D. Escalation
正解：A
質問 # 65
You are creating a survey using Voice of the Customer.
You need to embed the survey into a website and make it available to your customer.
What should you do?
- A. Create your Dynamics 365 portal. Display the Voice of the Customer page from within the main website page.
- B. Create a webpage on the website. Add the URL to link the Voice of the Customer questions from Dynamics
365. - C. Add the iFrame URL to your website.
- D. Create the website. Add the URL to the Dynamics 365 site in your website.
- E. Create an iFrame URL. Copy the HTML code to an iFrame in your website.
正解：E
解説：
Section: Topic 4, Configure Voice of the Customer
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/distribute-survey
質問 # 66
A company uses Dynamics 365 for Customer Service.
You need to document the case resolution process.
How are each of the cases resolved? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
正解：
解説：
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hubuser-guide-case-sla
質問 # 67
You are customizing an Omnichannel for Customer Service implementation for a call center.
The call center manager wants to create a new quick response for agents to save time typing a greeting message.
You need to create a quick response that includes a customer's full name.
How should you create the quick response?
- A. Hi Customer {Full name) , How may I help
- B. Hi {Full Name {Customer} } , How may I help
- C. Hi {CusComeI{FuIIname}}, How may I help
- D. Hi Full Name {Customer} , How may I help
正解：B
解説：
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-quick-replies
質問 # 68
You are a Dynamics 365 for Customer Service administrator. You enable full-text, relevance, and category search.
You need to use the knowledge base search control to locate knowledge base articles that contain each of the following words anywhere in an article, regardless of which product an article refers to:
Elevator
Motor
Sizing
How should you configure the search? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
正解：
解説：
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/basics/relevance-search-results
質問 # 69
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この試験は、Dynamics 365 Customer Serviceアプリケーションとその機能に強い理解を持つプロフェッショナルを対象としています。この試験の候補者は、顧客サービス、販売、マーケティング、その他関連する分野での経験が必要です。また、Microsoft Power PlatformとMicrosoft Azureにも精通している必要があります。
Microsoft Dynamics 365 Customer Service Functional Consultant無料更新認定サンプル問題：https://jp.fast2test.com/MB-230-premium-file.html
試験本場前にトレンドなMicrosoft MB-230のPDF問題集を試そう：https://drive.google.com/open?id=1-OGTqDglCSB9_M02Dn5srjJvxvEdwAys