A company wants to automate a process that creates a task and sends an email when a case is closed. The admin wants to ensure the process runs only when the case is closed, not when it is reopened. What should the admin do?

Create a script that instructs agents to create a task and send an email

Create a workflow that triggers on status change to 'Closed'

Create a business rule that runs on case close

Create a macro and add it to the command bar, instructing agents to run it only when closing

A supervisor wants to ensure that all agents follow the same troubleshooting steps when handling internet connectivity cases. The steps are different for residential and business customers. The admin needs a solution that displays the appropriate steps based on the customer type and requires no custom code. What should the admin do?

Create a single script that includes all steps for both customer types and instruct agents to ignore the irrelevant ones.

Use a Power Automate flow to open a web page with the steps.

Create two scripts and attach them to the case form, then use a condition to show the correct one based on the customer type.

Create a workflow that sends an email with the steps to the agent before they open the case.

When configuring a script in Dynamics 365 Customer Service, what must you define to make the script available to agents?

The script's language and locale

The script's associated entity and conditions

The script's visibility and assignment to a session or entity

The script's name and description

A customer service manager wants a script step that automatically opens a case record and shows the customer's account name and the case title in the script pane. The script will be attached to the case form. Which slug should be used in the script step's text?

[[account.name]] and [[case.title]]

[[parentaccountid.name]] and [[name]]

[[customerid.name]] and [[title]]

[[accountid.name]] and [[subject]]

A manager wants to provide agents with a script that includes a warning message for cases with a high priority and a standard message for all other cases. The admin needs to configure this without writing code. What should the admin do?

Use a Power Automate flow to send an email with the appropriate message.

Create two separate scripts and attach both to the form.

Create a script with a condition that displays the warning message when the priority is high.

Create a macro that changes the priority to high and displays a message.

Microsoft Certified:Dynamics 365 Customer Service Functional Consultant Associate

Domain 2Objective 2

Configure Productivity Tools MB-230 Practice Questions (Page 7)

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 31–35

31expert · hard
A company wants to automate a process that creates a task and sends an email when a case is closed. The admin wants to ensure the process runs only when the case is closed, not when it is reopened. What should the admin do?
Select an answer first
32application · medium
A supervisor wants to ensure that all agents follow the same troubleshooting steps when handling internet connectivity cases. The steps are different for residential and business customers. The admin needs a solution that displays the appropriate steps based on the customer type and requires no custom code. What should the admin do?
Select an answer first
33foundation · easy
When configuring a script in Dynamics 365 Customer Service, what must you define to make the script available to agents?
Select an answer first
34application · medium
A customer service manager wants a script step that automatically opens a case record and shows the customer's account name and the case title in the script pane. The script will be attached to the case form. Which slug should be used in the script step's text?
Select an answer first
35application · medium
A manager wants to provide agents with a script that includes a warning message for cases with a high priority and a standard message for all other cases. The admin needs to configure this without writing code. What should the admin do?
Select an answer first

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