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MB-230 - Microsoft Dynamics 365 for Customer Service - Dump Information

Vendor : Microsoft
Exam Code : MB-230
Exam Name : Microsoft Dynamics 365 for Customer Service
Questions and Answers : 63 Q & A
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MB-230 Questions and Answers



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.

  1. Copy the portal web link and paste it into your website.

  2. Copy the URL from the Anonymous link field and paste it into your website.

  3. On the Voice of the Customer survey, select Run in iFrame.

  4. Copy the HTML code from the iFrame URL field and paste it on your website.

Answer: C, D


https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-ofcustomer/ distribute-survey


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?

  1. Answer tag

  2. Response routing

  3. Piping

  4. List of ratings

  5. Basic

Answer: B


https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of- customer/designadvancedsurvey# design-interactive-surveys-by-using-response-routing


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.

  1. Run the summary report. Export the report to Microsoft Excel. Send the Excel file to the users.

  2. Run the survey summary report. Send a link to the report from within Dynamics 365.

  3. Create a dashboard of the survey summary reports and share the dashboards with the users.

  4. Create a view with the data, and then email a link.

  5. Run the survey summary report. Print the report to a PDF file. Send the PDF file to the users.

Answer: A, E


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.

  1. Add an Unsubscribe check box after each question.

  2. Set the Allow unsubscribe setting to Yes.

  3. Give users the option to unsubscribe from different features of the survey.

  4. Configure the survey to display when Dynamics 365 customers receive email and enable the Unsubscribe option.

Answer: B, D


https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of- customer/designadvancedsurvey# add-the-unsubscribe-option-to-a-survey


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?

  1. VoC – Process Survey Response

  2. VoC – Close Survey Activity

  3. VoC – Process NPS Response

  4. VoC – Process Face Response

Answer: A


https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of- customer/plansurvey


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.






https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of- customer/designadvancedsurvey


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?

  1. Create the website. Add the URL to the Dynamics 365 site in your website.

  2. Create your Dynamics 365 portal. Display the Voice of the Customer page from within the main website page.

  3. Create a webpage on the website. Add the URL to link the Voice of the Customer Questions from Dynamics 365.

  4. Create an iFrame URL. Copy the HTML code to an iFrame in your website.

  5. Add the iFrame URL to your website.

Answer: D


https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-ofcustomer/ distribute-survey

Microsoft MB-230 Exam (Microsoft Dynamics 365 for Customer Service) Detailed Information

Microsoft Certification Program benefits
Learn about the benefits of the Microsoft Certification Program. Find answers to frequently asked questions regarding program benefits and Microsoft accounts.
Program benefits
Hide all
Q. What are the benefits of achieving a Microsoft Certification?
Microsoft Certification is an industry standard that is recognised worldwide. After you earn your Microsoft Certification, you have access to a number of benefits, which can be found on your benefits and exams dashboard.
Q. What will I find on the benefits and exams dashboard and who has access?
Individuals who have passed a Microsoft exam have access to the benefits and exams dashboard.
On the site, you will find:
A downloadable version of your certificate (you can order a printed copy); MOS members will need their Certiport login information
Your official Microsoft Certification downloadable transcript and access to the transcript-sharing tool
A tool to create and download certification logos
Your contact preferences and profile
Your Certification Planner
A sign up for the MCP Flash newsletters
Promotional offers, discounts and additional services
Q. What is a Charter certificate?
Charter Members are the pioneering group of individuals who achieve a certification within six months following the retail release date of the certification. (People who pass the beta exams will receive the Charter certificate after the certification is commercially released.) Charter Members are recognised by being given the Charter version of the certificate acknowledging their early adoption of the technology solution. The Charter version of the certificate includes the word "Charter".
Q. Which certifications are eligible for Charter status?
If you have any of the following certifications, you are eligible for the Charter certificate: Microsoft Certified Solutions Associate (MCSA), Microsoft Certified Solutions Expert (MCSE), Microsoft Certified Solutions Developer (MCSD), Microsoft Certified Technology Specialist (MCTS), Microsoft Certified IT Professional (MCITP), Microsoft Certified Solutions Master (MCSM), or Microsoft Certified Professional Developer (MCPD). Exceptions include those certifications that are released when the technology covered is no longer the latest version of the technology. These include the MCSA: Windows 7, the MCSA: SQL Server 2008 and the MCSA: Windows Server 2008.
In addition, Microsoft Specialist (Specialist) certifications released in and after September 2015 are also eligible for Charter status, including all Windows 10, Big Data Analytics and Cloud Data Platform Specialist certifications.
Q. How much time do I have to order my Charter certificate?
You can digitally download or order your Charter certificate at any point after it is earned.
Q. When does the Charter certificate period start for localised exams?
The six-month "clock" start time is based on the earliest time the certification can be earned, which is typically based on English-language exam availability. For example, if an exam is available in German two months after the English version is available, the German candidate has only four more months to earn a Charter certificate.
Q. I have heard that Microsoft sponsors an Elevate America veterans initiative to help our country's veterans and their spouses acquire the skills and resources that they need to be successful in today's workplace. What is this initiative?
Through this initiative, Microsoft convenes a coalition of public, private and non-profit organisations that are interested in contributing expertise, cash and in-kind resources to help U.S. veterans and their spouses build the skills and access the resources that they need to be successful in today's workforce.
Accessing the benefits and exams dashboard
Hide all
Q. How do I qualify for access to the benefits and exams dashboard?
The benefits and exams dashboard is available if you have passed a Microsoft qualified exam. It provides customised resources specific to your achievements and certifications.
Sign in to the benefits and exams dashboard
Q. How do I access the Microsoft Certification benefits and exams dashboard for the first time?
After you pass your first Microsoft Certification exam, you will receive a welcome email message outlining the steps needed to gain access to the benefits and exams dashboard. Please check your junk folder to ensure that the automatic email message is not blocked by your spam filter. Here are the instructions you will receive in the email message.
Create a Microsoft account if you don't already have one.
On your first visit, click on the link provided in the email and use your Microsoft account to log in to the benefits and exams dashboard.
Note This must be done within 90 days of receiving the email to meet security requirements.
In some cases, you may be required to enter your Microsoft Certification ID (MC ID) and temporary access code, which will be supplied in the email message.
On future visits, log in to the benefits and exams dashboard using the same Microsoft account.
For assistance, go to Microsoft training and certification help.
Q. I do not know my Microsoft Certification ID (formerly MCP ID). What should I do?
Your MC ID is shown in your welcome email as well as in the profile information on the benefits and exams dashboard. If you are unable to access the benefits and exams dashboard, contact your Microsoft Regional Service Centre for assistance.
Q. What is the access code required for the benefits and exams dashboard?
An access code is a unique code that allows first-time access to the benefits and exams dashboard and, if required, is provided in your welcome email. You can only use the access code to sign in to the benefits and exams dashboard for the first time. If you misplace your code or it has retired, contact your Microsoft Regional Service Centre for assistance.
Q. How long does it take for my data to update after accessing the benefits and exams dashboard for the first time?
After you register, you must wait 24 hours before accessing your program benefits.
Q. I am a returning user and cannot access the benefits and exams dashboard. How do I gain access?
If you cannot remember the Microsoft account information associated with your account, or you have other difficulty accessing the benefits and exams dashboard, contact the Microsoft Regional Service Centre in your area.
Note If you have a Hotmail account, MSN email account or Microsoft Passport, it is your Microsoft account.
Q. I saved the URL to my Microsoft Certification Program benefits in my Favourites, but when I navigate there I am redirected to a sign-in page, not the page I am trying to access.
Because online benefits are available only to eligible Microsoft Certification Program members, you must enter your Microsoft account credentials to access your online benefits. After your account is authenticated, you will be redirected to the page you are trying to access.
Q. Why is my name on the benefits and exams dashboard different from what it is in my Microsoft Personal Profile?
You are required to use your legal name for the benefits and exams dashboard. The Microsoft Personal Profile is associated with your Microsoft account.
Q. How do I update my legal name?
To update your legal name, contact your Microsoft Regional Service Centre.
Q. How do I update the information in my Microsoft Personal Profile?
You can update your Microsoft Personal Profile in the Profile Centre.
To change the name that is associated with your Microsoft Certification ID (formerly, MCP ID), contact your Microsoft Regional Service Centre.
Q. I updated my email address at the Profile Centre, but it was not changed on my Microsoft Certification transcript. What is wrong?
It can take up to 48 hours for changes in your profile to appear on your Microsoft Certification transcript. Check your transcript later to verify that your email address has been updated.
Q. I entered an email address in my Microsoft Personal Profile, but the email field is still blank. What happened?
After you update your Personal Profile, a message is sent to the email address noted in your profile. For the changes to be saved, you must follow the instructions in the email message to confirm the update. Otherwise, the email address in your profile will be removed because it has not been confirmed.
Q. How do I use the Microsoft Certification logos, and what are my rights and responsibilities when I use them?
When you access the logo tool, you are required to read and accept the MCP logo guidelines to correctly promote your relationship with Microsoft and to protect the integrity of the logos. You must sign in to the benefits and exams dashboard in order to access these guidelines.
Q. How can I download electronic files of Microsoft Certification logos?
Logos are available for download from the benefits and exams dashboard.
Q. I passed a test a week ago and I want to print my logo, but I cannot select it for printing.
The test that you passed might not qualify you to print that specific logo. If you believe this is an error, contact the Microsoft Regional Service Centre.
Q. How do I report misuse of a Microsoft Certification logo?
Contact the Microsoft Regional Service Centre.
Microsoft account and Profile Centre
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Q. What is Microsoft account?
Microsoft account (formerly Windows Live ID) enables you to simply use your email address and password to sign in. After you create your Microsoft account, you can access all Microsoft account sites and services. If you already have an MSN Hotmail, MSN Messenger or Passport account, it is your Microsoft account.
Learn more about Microsoft account.
Q. If I do not have a Microsoft account, do I need to set one up to access the benefits and exams dashboard?
Yes. You can sign up for a Microsoft account now. You will not be able to access the benefits and exams dashboard without one.
Q. If I already have a Microsoft account, can I use it to access the benefits and exams dashboard?
Q. I do not remember the Microsoft account I used to access the benefits and exams dashboard. What should I do?
If you cannot remember the Microsoft account that you used to access the benefits and exams dashboard, contact your Microsoft Regional Service Centre for assistance.
Q. Will my Microsoft account expire?
If your Microsoft account is unused for one year, your Microsoft account may expire, and you may need to re-establish a Microsoft account.
Q. How do I update my profile?
Log in to the benefits and exams dashboard and, under the Account menu in the top right corner of the page, click Profile settings.
Q. What should I regularly update in my profile?
Update the following information to ensure that you receive communications from Microsoft:
Your contact preferences: Specify whether you want to receive promotional information about Microsoft products, services and events.
Your personal information: View, add or edit your personal contact information, such as your email address, business or personal address and phone numbers.
Your business information: View, add or edit information about your job and your organisation so that we can personalise content and recommend materials that match your job, organisation or industry.
Your technology preferences: View, add or edit information about your technology interests so that we can personalise content and recommend materials that match your interests.
Q. What if I do not want to receive email messages from Microsoft?
You are under no obligation to receive email messages from Microsoft. However, if you indicate that you do not want to receive communications from Microsoft through email, you cannot receive e-newsletters, such as the MCP Flash and MCT Flash. These communications provide up-to-date information on changes in training and certification resources, such as discontinued exams, Microsoft Certified Professional (MCP) benefits and special offers.
Q. How do I ensure that I receive communications by email?
Visit the Microsoft Profile Centre to indicate that you want to receive email messages from Microsoft.
Sign in to the Microsoft Profile Center to view and update your profile
Profile Center screenshot
Click My Contact Preferences, located on either the Profile Centre home page (shown above) or on the left-hand side of the page (shown below). Select E-Mail Address, and then click Save.
Note You can always unsubscribe from selected e-newsletters. However, if you do not select the E-Mail Address option, Microsoft cannot send you any information by email, including product notifications and news.
My Contact Preferences screenshot
Sign-up for e-newsletters: Select Manage Subscriptions on the left-hand side of the page. Tick all of the subscriptions that you want to receive, and then click Subscribe. You can also unsubscribe from publications.
Accessing your transcript
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Q. Where can I find my transcript or see which exams I have passed?
Access your transcript from the benefits and exams dashboard.
Under the section called Transcript, click on the View link.
Q. How do I give my employer or others access to my transcript via a secure connection that they can trust?
Microsoft offers a tool called Transcript Sharing, which can be accessed from the benefits and exams dashboard. Under the section called Transcript, click the Share link.
You will be asked to create an Access Code (which can be changed at any time) and given a Transcript ID. You will then provide these two codes to your selected audience, along with a URL to view your transcript.
Q. I have certifications from multiple providers; can I combine all my credentials into one transcript?
Microsoft has worked with the IT Certification Council (ITCC), along with other industry certification providers, to provide MCPs with the opportunity to create one transcript across providers. Under the Transcript section of the benefits and exams dashboard, click Create a multi-vendor transcript. You will then be asked to provide your transcript sharing codes. The transcript sharing code can be found by clicking Share your transcript.
Q. What if I cannot print or access my transcript?
If you cannot print or access your transcript, contact your Microsoft Regional Service Centre.
To ensure a prompt response:
Use the email address associated with your Microsoft Certification ID (MC ID), if possible.
Have your Microsoft Certification ID number available.
If you do not know your Microsoft Certification ID, have other information available, such as your address, telephone number, exam numbers and completion dates.
Q. I viewed my transcript but it is missing data. Why can't I see all my data?
It can take up to two weeks for Microsoft to receive and process your exam records. If it has been more than two weeks since you took your exam, and the results still do not appear on your transcript, or if you notice any other problems, contact your Microsoft Regional Service Centre.
Training and certification from Microsoft
Fulfill your potential and make the most of your investment in Microsoft technology with certification, classroom training, e-learning, and books from Microsoft and Microsoft Learning Partners.
A Microsoft Certification validates your expertise in a Microsoft technology. As a Microsoft Certified Professional, you’ll have access to community resources and tools that allow you to exchange ideas with peers, increase your knowledge and skills, and broaden your career opportunities.
Microsoft Certified Trainers
Microsoft Certified Trainers (MCTs) are classroom and e-learning instructors, training and certification consultants, authors, conference presenters, and user group leaders who combine their expertise, experience, and passion for training and leadership to help Microsoft customers and partners realize their full learning potential.
Microsoft Learning Partners
Microsoft Partners with the Learning competency (Learning Partners) are training companies that meet stringent Microsoft qualifications to train IT professionals and developers on Microsoft technologies.
Microsoft Imagine Academy
The Microsoft Imagine Academy program connects the world of education to the world of work by enabling faculty and students to acquire new technology skills in an academic setting.
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