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MB-230 - Microsoft Dynamics 365 Customer Service Functional Consultant

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MB-230 Questions and Answers

Question # 1

You need to create an entitlement template. In System Settings, you navigate to Service Management.

Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

Question # 2

You need to ensure users can search the knowledge base from a case record.

Which two actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A.

Add Knowledge Base Search control to the dashboard.

B.

Check Knowledge Management from the case entity in the solution.

C.

Insert the Knowledge Base Search control on the form.

D.

Select the Knowledge Base Search control from the entity.

E.

Add the Quick Find option to the views.

Question # 3

You need to configure the system so that an email is sent to a manager about the SLAs according to the requirements.

What should you configure?

A.

Failure Action

B.

Warning Action

C.

Applicable When

D.

Success Criteria

E.

Success Action

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