MB-230 sample exam questions

A Likert question shows a list of statements rated on a text scale such as poor, average and great, without symbols. A Net Promoter Score question asks how likely the customer is to recommend the company, on a 0-10 scale.

The Customer Service Agent Dashboard (my work, queues) lists the representative's active cases in the queue so they can start working on them. Power BI dashboards are for analytics and multi-session views do not list queue work.

Only an active entitlement within its dates can be selected on a case. A Waiting entitlement (not yet started) and an expired entitlement cannot be assigned. Active, default, or renewed entitlements are not reasons for being unavailable.

On-demand SLAs are applied manually by agents to a record, or assigned through the SLA setting on the customer. Automatic application based on business logic is the default behavior for automatic SLAs, so it is not on demand.

The Customer Service Scheduler and Scheduler roles let a dispatcher book resources without configuring the system, which is what the administrator roles do. A service defines which resources are needed, so separate hardware and software services pick the right technicians. Customer Service scheduling is deprecated.

A business closure record holds a start date and an end date, so one nine-day business closure record covers the whole period with a single record. Customer service calendar and holiday schedule records would need multiple entries, which does not minimize the records created.

A rating model expresses how well an agent speaks a language, such as fluent or basic. Product knowledge is stored as a resource characteristic, which is matched during skill-based routing. A queue groups the trained agents into a pool that receives the routed inquiries.

Step-by-step documentation for support technicians is created as agent scripts, whose key fields include owner and language. Description and agent script are not the required fields in the answer, so the community choice of owner and language is used.

The bot application user is treated like a representative, so the Omnichannel agent role lets it take conversations. The Productivity tools user role adds access to productivity features such as knowledge article search. Omnichannel for Customer Service has since merged into Dynamics 365 Contact Center.

A toast notification appears briefly in the app and can be dismissed, which fits a reminder 15 minutes before a scheduled customer call. Alerts persist until acted on, missed notifications are for unanswered conversations, and SMS is not an in-app notification type.

Connected Customer Service turns IoT device alerts into cases or work orders. Valid uses are a failed traffic light bulb creating a work order, a medication sensor exceeding temperature creating a case, and a fiber box connection failure creating a work order. Entitlement terms and social media moderation are not device alerts.

Custom context variables on a chat widget are supplied through the getContextProvider listener, which must be running for the variables to populate new chats. setContextProvider and the others start chats or proactive chat rather than returning context.

When cases are merged, the subordinate case is closed with the state Canceled and the status reason Merged. The wording of the options is garbled, but only D pairs Canceled with Merged. Deleted is not a case state, and Resolved applies to normally resolved cases.

The calling feature is switched on in the Customer Service admin center. Teams call recordings are stored in the OneDrive of the user who started the call, so the SharePoint integration is a distractor. A new customer needs a contact record with a phone number to be called.

Real-time sentiment monitoring is enabled with the Monitor real-time customer sentiment option set to Yes in the Omnichannel settings, which allows alerts to be raised for unhappy customers. Insights alone only reports, and routing rules direct work rather than notify managers.