Verified Microsoft MB-230 Exam Dumps PDF | Microsoft MB-230 Exam Study Material

Question No 1 

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 No 2 

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: BD 

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


Question No 3 

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: AE


Question No 4 

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/design advancedsurvey#design-interactive-surveys-by-using-response-routing


Question No 5 

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: CD 

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

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