Fabrikam's support agents currently resolve cases by clicking 'Resolve Case' and then manually entering the resolution. Management wants to reduce the number of clicks and ensure that the 'Resolution' field is always populated. What is the most efficient configuration to achieve this?

Use a business rule to set the Resolution field when the case is resolved.

Make the Resolution field required in the case resolution dialog and use a default value for the status reason.

Create a workflow that automatically resolves the case and sets the Resolution field.

Add a custom button to the ribbon that resolves the case with a fixed resolution text.

Fabrikam's agents currently resolve cases by selecting 'Resolve Case' and then choosing a status reason from a dropdown. They want to reduce the time spent on this step by automatically setting the status reason to 'Problem Solved' when they click 'Resolve Case'. What should you configure?

Create a workflow that sets the status reason to 'Problem Solved' when the case is resolved.

Set the default value of the status reason field in the case resolution dialog to 'Problem Solved'.

Use a business rule to set the status reason when the case is resolved.

Change the status reason of the 'Resolved' status to 'Problem Solved' in the case entity.

Microsoft Certified:Dynamics 365 Customer Service Functional Consultant Associate

Domain 1Objective 1

Define and Configure Foundational Customer Service Components MB-230 Practice Questions (Page 5)

Part of the Manage cases in Customer Service domain, which accounts for 51–55% of the MB-230 exam. Microsoft does not publish an official question count, but from its 100-minute exam (~40–65 total, ~20–36 in this domain), expect 4–7 from this objective — we provide 36 practice questions to prepare you well beyond it. (estimate)

36questions here

8free pages

10concepts

51–55%of the exam

Questions 21–25

21foundation · easy
A Dynamics 365 Customer Service administrator wants to automatically create a case record when an email from a specific customer arrives. Which feature should they use?
Select an answer first
22application · medium
Fabrikam's support agents currently resolve cases by clicking 'Resolve Case' and then manually entering the resolution. Management wants to reduce the number of clicks and ensure that the 'Resolution' field is always populated. What is the most efficient configuration to achieve this?
Select an answer first
23application · medium
Fabrikam's agents currently resolve cases by selecting 'Resolve Case' and then choosing a status reason from a dropdown. They want to reduce the time spent on this step by automatically setting the status reason to 'Problem Solved' when they click 'Resolve Case'. What should you configure?
Select an answer first
24foundation · easy
An administrator wants to show emails, appointments, and phone calls related to a case in a single chronological view. Which feature should they configure?
Select an answer first
25foundation · easy
A manager wants to visually emphasize when a case has been escalated in the timeline. What should they configure?
Select an answer first

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Define and Configure Foundational Customer Service Components MB-230 Practice Questions (Page 5)

Questions 21–25

A Dynamics 365 Customer Service administrator wants to automatically create a case record when an email from a specific customer arrives. Which feature should they use?

Fabrikam's support agents currently resolve cases by clicking 'Resolve Case' and then manually entering the resolution. Management wants to reduce the number of clicks and ensure that the 'Resolution' field is always populated. What is the most efficient configuration to achieve this?

Fabrikam's agents currently resolve cases by selecting 'Resolve Case' and then choosing a status reason from a dropdown. They want to reduce the time spent on this step by automatically setting the status reason to 'Problem Solved' when they click 'Resolve Case'. What should you configure?

An administrator wants to show emails, appointments, and phone calls related to a case in a single chronological view. Which feature should they configure?

A manager wants to visually emphasize when a case has been escalated in the timeline. What should they configure?

Keep studying — Manage cases in Customer Service