MB-230- You are using Dynamics 365 Customer Service. You are viewing a knowledge base (KB) article from a case record. Knowledge management is set up to use an external portal.

You are using Dynamics 365 Customer Service. You are viewing a knowledge base (KB) article from a case record. Knowledge management is set up to use an external portal.

You need to link the article to the case and share the article with the customer.

What is the solution for each requirement? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

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MB-230 You are configuring a single business process flow in Dynamics 365 for Customer Service. You need to design the business process flow. What should you do?

You are configuring a single business process flow in Dynamics 365 for Customer Service. You need to design the business process flow. What should you do? 

A. Merge peer branches to a single stage when merging branches. 

B. Span the process across 10 unique entities. 

C. Combine multiple conditions in a rule by using both the AND and OR operators. 

D. Use 40 steps per stage. 

Answer: A 

References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/enhance-business-process-flows-branching

MB-230 You use Dynamics 365 for Customer Service. You need to create business process flows. Which three entities can you use? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

You use Dynamics 365 for Customer Service. You need to create business process flows. Which three entities can you use? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point. 

A. Goal 

B. Case

C. Letter 

D. Social activity 

E. Rollup queries 

Answer: BCD

MB-230- You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd. You need to automatically create cases from emails sent to the support@contoso.com email address. Solution: Create an automatic record creation and update rule. Set the Source type to Service activity, and then select the queue. Does the solution meet the goal?

 Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution. After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen. 

You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd. You need to automatically create cases from emails sent to the support@contoso.com email address. Solution: Create an automatic record creation and update rule. Set the Source type to Service activity, and then select the queue. Does the solution meet the goal? 

A. Yes 

B. No

Answer: B

MB-230 You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd. You need to automatically create cases from emails sent to the support@contoso.com email address. Solution: Create an automatic record creation and update rule. Set the Source type to Email, and then select the queue. Configure autoresponse settings. Does the solution meet the goal?

You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd. You need to automatically create cases from emails sent to the support@contoso.com email address. Solution: Create an automatic record creation and update rule. Set the Source type to Email, and then select the queue. Configure autoresponse settings. Does the solution meet the goal? 

A. Yes 

B. No 

Answer: A

MB-230- You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd. You need to automatically create cases from emails sent to the support@contoso.com email address. Solution: Configure Dynamics 365 to automatically send responses to customers when the record is created. Does the solution meet the goal?

You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd. You need to automatically create cases from emails sent to the support@contoso.com email address. Solution: Configure Dynamics 365 to automatically send responses to customers when the record is created. Does the solution meet the goal?

A. Yes 

B. No 

Answer: B

MB-230- You are configuring a business process flow for a case entity. All cases must be flagged for review. You need to complete configuration of the business process flow. Solution: Create an action that generates a task record that is assigned to the case reviewer and appends the text Ready for review to the case topic. Does the solution meet the goal?

You are configuring a business process flow for a case entity. All cases must be flagged for review. You need to complete configuration of the business process flow. Solution: Create an action that generates a task record that is assigned to the case reviewer and appends the text Ready for review to the case topic. Does the solution meet the goal? 

A. Yes 

B. No 

Answer: A