A company has a script that agents use to verify customer information. The script currently displays the customer's name and address. The admin needs to add a dynamic field that shows the customer's account number, but the account number is stored in a related entity. The admin wants to avoid custom code. What should the admin do?

Add the account number to the contact form and then use a slug for it.

Use a workflow to send an email with the account number.

Use a slug that references the related entity's account number field.

Create a macro that copies the account number from the related entity to the clipboard.

An organization wants to automate the process of changing a case's status to 'Resolved' and setting the resolution time to the current date/time when an agent clicks a button. Which macro action should be used?

Create Record action for a new case

Send Email action to the customer

Update Record action with status and resolution time fields

An admin has created a macro that creates a follow-up task and sends an email to the customer. The admin wants to test the macro to ensure it works correctly before making it available to agents. What should the admin do?

Publish the macro and then run it from the command bar.

Create a workflow that runs the macro on case creation.

Run the macro from the macro editor's test option.

Ask an agent to run the macro on a live case.

A team wants to automate the creation of a follow-up task with a due date of three days from today when a case is closed. Which macro action should be used?

Update Record action on the case

Create Record action with a relative due date

A support agent is working on a case and needs to run a macro that updates the case and creates a knowledge article link. The macro button is not visible on the command bar. What is the most likely reason?

The macro is disabled in the system settings

The macro has not been added to the command bar

The agent does not have a license for macros

The macro is a workflow and runs automatically

Microsoft Certified:Dynamics 365 Customer Service Functional Consultant Associate

Domain 2Objective 2

Configure Productivity Tools MB-230 Practice Questions (Page 1)

Part of the Configure representative experience and routing domain, which accounts for 25–30% of the MB-230 exam. Microsoft does not publish an official question count, but from its 100-minute exam (~40–65 total, ~10–20 in this domain), expect 3–7 from this objective — we provide 41 practice questions to prepare you well beyond it. (estimate)

41questions here

9free pages

5concepts

25–30%of the exam

Questions 1–5

1expert · hard
A company has a script that agents use to verify customer information. The script currently displays the customer's name and address. The admin needs to add a dynamic field that shows the customer's account number, but the account number is stored in a related entity. The admin wants to avoid custom code. What should the admin do?
Select an answer first
2application · medium
An organization wants to automate the process of changing a case's status to 'Resolved' and setting the resolution time to the current date/time when an agent clicks a button. Which macro action should be used?
Select an answer first
3application · medium
An admin has created a macro that creates a follow-up task and sends an email to the customer. The admin wants to test the macro to ensure it works correctly before making it available to agents. What should the admin do?
Select an answer first
4application · medium
A team wants to automate the creation of a follow-up task with a due date of three days from today when a case is closed. Which macro action should be used?
Select an answer first
5application · medium
A support agent is working on a case and needs to run a macro that updates the case and creates a knowledge article link. The macro button is not visible on the command bar. What is the most likely reason?
Select an answer first

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