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MB-230 – Microsoft Dynamics 365 Customer Service Functional Consultant

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Showing 10–12 of 15 questions

Question 10 (Case Study 1)

You need to search for answers to customer claims.

Which type of search should you perform?

Select an option, then click Submit answer.

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    Timeline
  • ○

    Quick Find
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    Related
  • ○

    Detail
  • ○

    Case Relationships
Question 11 (New Update)

You are a Dynamics 365 Customer Service representative.

You need to take the appropriate action when creating new cases to ensure that the automated routing rule is applied.

What should you use?

Select an option, then click Submit answer.

  • ○

    Add to queue

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    Run workflow

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    Save and route

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    Share
Question 12 (New Update)

Your company uses Dynamics 365 Customer Service.

You are designing a survey to send out each time a case closes. The survey must adapt to display additional questions within the same survey if a customer chooses Dissatisfied as a survey answer.

You need to configure the survey.

Which feature should you use?

Select an option, then click Submit answer.

  • ○

    Branching rule
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    Multiple-page survey
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    Multiple answer
  • ○

    Post-survey message