Define and Configure Foundational Customer Service Components MB-230 Practice Questions (Page 1)

Questions 1–5

1. 1foundation · easy

   What is the purpose of configuring case resolution in Dynamics 365 Customer Service?

   • ATo define the steps and outcomes when a case is resolved
   • BTo control which users can access case records
   • CTo automatically create cases from incoming emails
   • DTo display case activities in the timeline
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2. 2foundation · easy

   An organization wants to change the default case resolution status from 'Resolved' to 'Closed' to better match their business process. What should an administrator modify?

   • ACase Resolution Configuration
   • BSecurity Role Configuration
   • CRecord Update Rules
   • DTimeline Highlights Configuration
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4. 3application · medium

   Fabrikam uses record creation rules to create cases from emails. Now they want to automatically update the 'Priority' field of an existing case when a customer replies to an email with the subject line 'URGENT'. The case is identified by the 'Ticket Number' field. What should you configure?

   • ACreate a Power Automate flow that triggers on email and updates the case priority.
   • BCreate a workflow that runs on email creation and updates the priority of the case.
   • CModify the existing record creation rule to also update the priority when a matching case is found.
   • DCreate a new record update rule that triggers on email and updates the priority when a matching case is found.
   Reveal Solution Discussion Select an answer first
5. 4foundation · easy

   What is the primary purpose of Record Creation Rules in Dynamics 365 Customer Service?

   • ATo automatically create records based on predefined conditions
   • BTo delete records that are no longer needed
   • CTo update existing records when conditions are met
   • DTo assign records to queues automatically
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6. 5application · medium

   Contoso has a group of 'Temporary Agents' who should be able to create cases and resolve them, but they should not be able to delete cases or view the case resolution settings. They currently have no security role. What is the most efficient way to set up their access?

   • AModify the 'Customer Service Representative' role to remove the Delete privilege and assign it to the temporary agents.
   • BCreate a new role from scratch with only Create and Resolve privileges on the Case entity.
   • CAssign the 'Customer Service Representative' role and then use field-level security to prevent deletion.
   • DCopy the 'Customer Service Representative' role, remove the Delete privilege on the Case entity and the 'Customer Service Management' privilege, and assign the new role to the temporary agents.
   Reveal Solution Discussion Select an answer first