MB-230 : Microsoft Dynamics 365 for Customer Service Exam

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Microsoft
MB-230
Microsoft Dynamics 365 for Customer Service
https://killexams.com/pass4sure/exam-detail/MB-230
QUESTION: 57
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice
of the Customer. You need to create a customer service satisfaction survey and embed it
on a website. Which two actions should you perform? Each correct answer presents part
of the solution. NOTE: Each correct selection is worth one point.
A. Copy the portal web link and paste it into your website.
B. Copy the URL from the Anonymous link field and paste it into your website.
C. On the Voice of the Customer survey, select Run in iFrame.
D. Copy the HTML code from the iFrame URL field and paste it on your website.
Answer: C, D
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-ofcustomer/
distribute-survey
QUESTION: 58
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice
of the Customer. You must display the question: Have you used the product before? If
the response is Yes, you must display additional questions concerning the product. If the
answer is No, you must display a different set of questions concerning other products.
You need to select a survey feature to use. Which survey feature should you use?
A. Answer tag
B. Response routing
C. Piping
D. List of ratings
E. Basic
Answer: B
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-
customer/designadvancedsurvey# design-interactive-surveys-by-using-response-routing
QUESTION: 59
You send surveys to customers who have opened cases within the past month.
You need to send a summary of the survey results to individuals who do not have a
Dynamics 365 license. What are two possible ways to achieve the goal? Each correct
answer presents a complete solution. NOTE: Each correct selection is worth one point.
A. Run the summary report. Export the report to Microsoft Excel. Send the Excel file to
the users.
B. Run the survey summary report. Send a link to the report from within Dynamics 365.
C. Create a dashboard of the survey summary reports and share the dashboards with the
users.
D. Create a view with the data, and then email a link.
E. Run the survey summary report. Print the report to a PDF file. Send the PDF file to
the users.
Answer: A, E
QUESTION: 60
You are creating surveys for Voice of the Customer (VoC). You need to configure VoC
to ensure that recipients can unsubscribe to surveys. Which two survey features should
you use? Each correct answer presents a complete solution. NOTE: Each correct
selection is worth one point.
A. Add an Unsubscribe check box after each question.
B. Set the Allow unsubscribe setting to Yes.
C. Give users the option to unsubscribe from different features of the survey.
D. Configure the survey to display when Dynamics 365 customers receive email and
enable the Unsubscribe option.
Answer: B, D
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-
customer/designadvancedsurvey# add-the-unsubscribe-option-to-a-survey
QUESTION: 61
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice
of the Customer (VoC). You need to ensure that VoC survey responses trigger an
escalation in support. Which workflow should you use?
A. VoC – Process Survey Response
B. VoC – Close Survey Activity
C. VoC – Process NPS Response
D. VoC – Process Face Response
Answer: A
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-
customer/plansurvey
QUESTION: 62
HOTSPOT
You use Dynamics 365 for Customer Service administrator. You plan to create Voice of
the Customer surveys. You need to determine which survey question feature is needed to
complete the design of the survey. Which survey features should you use? To answer,
select the appropriate survey type in the dialog box in the answer area.
NOTE: Each correct selection is worth one point.



Answer:
Exhibit



References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-
customer/designadvancedsurvey
QUESTION: 63
You are creating a survey using Voice of the Customer. You need to embed the survey
into a website and make it available to your customer. What should you do?
A. Create the website. Add the URL to the Dynamics 365 site in your website.
B. Create your Dynamics 365 portal. Display the Voice of the Customer page from
within the main website page.
C. Create a webpage on the website. Add the URL to link the Voice of the Customer
Questions from Dynamics 365.
D. Create an iFrame URL. Copy the HTML code to an iFrame in your website.
E. Add the iFrame URL to your website.
Answer: D
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-ofcustomer/
distribute-survey

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