Define and Configure Foundational Customer Service Components MB-230 Practice Questions (Page 7)

Questions 31–35

1. 31foundation · easy

   What is the primary purpose of security roles in Dynamics 365 Customer Service?

   • ATo customize the case resolution process
   • BTo control access to records and features
   • CTo automate case creation from emails
   • DTo configure the timeline display
   Reveal Solution Discussion Select an answer first
2. 32foundation · easy

   What is the purpose of managing records in the timeline?

   • ATo define the case resolution process
   • BTo automatically create records from incoming data
   • CTo control user permissions for case records
   • DTo control which record types appear in the timeline for clarity
   Reveal Solution Discussion Select an answer first
4. 33expert · hard

   A support team uses a custom field 'SLA Status' on the Case entity. When an email from a customer contains the phrase 'SLA breach', the SLA Status should be set to 'Breached' and the case should be escalated to the manager. The escalation must be visible in the timeline. The company wants to avoid custom code. What should you configure?

   • ACreate a workflow that triggers on email creation and uses a custom step to update the case and assign it to the manager, then manually add a note to the timeline.
   • BCreate a record update rule that triggers on email activity, condition on the subject containing 'SLA breach', set the SLA Status to 'Breached', and assign the case to the manager. The timeline will automatically log the update.
   • CUse a Power Automate flow that triggers on email arrival, updates the case, and posts a message to the timeline using the 'Post to Microsoft Teams' action.
   • DCreate a record creation rule that triggers on email activity and creates a new case with the SLA Status set to 'Breached', then assign the case to the manager.
   Reveal Solution Discussion Select an answer first
5. 34foundation · easy

   A Dynamics 365 administrator needs to customize the case resolution process so that resolving a case automatically sets the case status to 'Closed' and records the resolution time. Which feature should they configure?

   • ASecurity Role Configuration
   • BCase Resolution Configuration
   • CRecord Creation Rules
   • DTimeline Control Configuration
   Reveal Solution Discussion Select an answer first
6. 35foundation · easy

   What is the primary function of the timeline control in Dynamics 365 Customer Service?

   • ATo automatically create cases from incoming emails
   • BTo display a chronological history of activities and records related to a case
   • CTo define the case resolution process
   • DTo control user access to case records
   Reveal Solution Discussion Select an answer first