Define and Configure Foundational Customer Service Components MB-230 Practice Questions (Page 2)

Questions 6–10

1. 6foundation · easy

   A Dynamics 365 administrator needs to ensure that only customer service representatives can create and edit cases. What should they configure?

   • ASecurity roles
   • BRecord Creation Rules
   • CTimeline Control Configuration
   • DCase Resolution Configuration
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2. 7application · medium

   A company notices that when agents resolve a case, the 'Resolution Type' field is often left blank, which causes reporting errors. The company wants to make the field mandatory during the resolution process and also highlight the field in the timeline so agents notice it. What should you do?

   • AModify the case resolution dialog to make the 'Resolution Type' field required, and configure a timeline highlight for that field.
   • BUse a Power Automate flow that triggers on case resolution and checks if the field is blank, then sends an email to the agent.
   • CCreate a record update rule that sets the 'Resolution Type' field to a default value when the case is resolved.
   • DMake the 'Resolution Type' field required at the entity level and add a note in the timeline instructing agents to fill it.
   Reveal Solution Discussion Select an answer first
4. 8expert · hard

   Fabrikam wants to show a card in the timeline for each case that displays the case title, priority, and owner. They also want the card to be clickable to open the case. They have already created a card form. What else must be configured to make the card appear in the timeline?

   • ACreate a timeline highlight rule that references the card form.
   • BPublish the card form and set it as the default form for the Case entity.
   • CAdd the card form to the case's business process flow.
   • DAssociate the card form with the timeline control on the case form.
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5. 9foundation · easy

   A company wants to automatically update the priority of an existing case when a customer sends a follow-up email. Which feature should be configured?

   • ATimeline Highlights Configuration
   • BRecord Creation Rules
   • CCase Resolution Configuration
   • DRecord Update Rules
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6. 10application · medium

   A consulting firm wants to change the case resolution process so that when a case is resolved, the system automatically calculates the total billable hours from the time entries and sends a confirmation email to the primary contact. The firm also wants to restrict the ability to resolve cases to senior consultants only. What should you configure?

   • ACustomize the case resolution dialog to include a custom action that calculates billable hours and sends an email, and modify the security roles to grant the 'Resolve' privilege only to senior consultants.
   • BModify the case resolution dialog to add a custom button that calculates billable hours, and configure the security roles to deny the 'Resolve' privilege to all users.
   • CCreate a workflow that triggers on case resolution and calculates billable hours, then send an email using a template, and assign the 'Resolve' privilege to all consultants.
   • DUse a Power Automate flow that triggers when a case is resolved and sends an email, but do not modify security roles because the resolve action is always allowed.
   Reveal Solution Discussion Select an answer first