Which of the following is a standard method in Customer Voice to link a survey response to a specific case?

Manually typing the case number in the survey response

Including a case reference in the survey invitation link

Exporting survey data and importing it into the case

Using a survey trigger to create a new case

A customer service manager wants to analyze survey responses from chat conversations by the product that was discussed. The chat conversation record has a field for the product. They want the survey to include a question that asks about the product, but they also want to avoid asking the customer if the product is already known. What should they do?

Create separate surveys for each product and send the appropriate one based on the conversation.

Use a personalization variable to display the product name in the survey, but do not use it for branching.

Include a question in the survey that asks the customer to select the product they discussed.

Use a survey variable to pass the product from the conversation to the survey, and use branching to show product-specific questions.

Microsoft Certified:Dynamics 365 Customer Service Functional Consultant Associate

Domain 3Objective 2

Capture Customer Feedback by Using Customer Voice MB-230 Practice Questions (Page 1)

Part of the Extend Customer Service domain, which accounts for 15–20% of the MB-230 exam. Microsoft does not publish an official question count, but from its 100-minute exam (~40–65 total, ~6–13 in this domain), expect 3–7 from this objective — we provide 9 practice questions to prepare you well beyond it. (estimate)

9questions here

2free pages

4concepts

15–20%of the exam

Questions 1–5

1foundation · easy
Which of the following is a standard method in Customer Voice to link a survey response to a specific case?
Select an answer first
2application · medium
A customer service manager wants to analyze survey responses from chat conversations by the product that was discussed. The chat conversation record has a field for the product. They want the survey to include a question that asks about the product, but they also want to avoid asking the customer if the product is already known. What should they do?
Select an answer first
3foundation · easy
Which Customer Voice capability is used to show different survey questions based on a respondent's previous answer, thereby making the survey more relevant?
Select an answer first
4foundation · easy
Which Customer Voice feature allows survey responses to be linked to a specific conversation record in Dynamics 365 Customer Service?
Select an answer first
5foundation · easy
In Dynamics 365 Customer Voice, which component defines the conditions that automatically send a survey after a customer service interaction, such as when a case is resolved?
Select an answer first

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Capture Customer Feedback by Using Customer Voice MB-230 Practice Questions (Page 1)

Questions 1–5

Which of the following is a standard method in Customer Voice to link a survey response to a specific case?

Which Customer Voice capability is used to show different survey questions based on a respondent's previous answer, thereby making the survey more relevant?

Which Customer Voice feature allows survey responses to be linked to a specific conversation record in Dynamics 365 Customer Service?

In Dynamics 365 Customer Voice, which component defines the conditions that automatically send a survey after a customer service interaction, such as when a case is resolved?

Keep studying — Extend Customer Service