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  3. MB-230

Microsoft MB-230 Exam (page: 10)
Microsoft Dynamics 365 Customer Service Functional Consultant
Updated on: 10-Mar-2026

Viewing Page 10 of 60
MB-230 PDF 430 Questions

You are responsible for creating surveys via Voice of the Customer (VoC).
You want to make sure that an escalation is activated in support by VoC survey responses.
Which of the following actions should you take?

  1. You should make use of the VoC – Process Survey Response workflow.
  2. You should make use of the VoC – Close Survey Activity workflow.
  3. You should make use of the VoC – Convert Response To Feedback Entity workflow.
  4. You should make use of the VoC – Convert Survey Response To Campaign Response workflow.

Answer(s): A


Reference:

https://ph.microsoftcrmportals.com/knowledgebase/article/KA-01022/en-us



You are responsible for designing surveys via Voice of the Customer (VoC).
You want to make sure that the design allows for questions to be shown or hidden according to answer selected.

You include Client-side routing in the design.
Does the action achieve your objective?

  1. Yes, it does
  2. No, it does not

Answer(s): A


Reference:

https://www.inogic.com/blog/2016/10/display-survey-questions-conditionally-for-voice-of-customer-in-dynamics-crm-2016/



You are responsible for designing surveys via Voice of the Customer (VoC).
You want to make sure that the design allows for questions to be shown or hidden according to answer selected.

You include the Tagging feature in the design.
Does the action achieve your objective?

  1. Yes, it does
  2. No, it does not

Answer(s): A


Reference:

https://www.inogic.com/blog/2016/10/display-survey-questions-conditionally-for-voice-of-customer-in-dynamics-crm-2016/



You are responsible for designing surveys via Voice of the Customer (VoC).
You want to make sure that the design allows for questions to be shown or hidden according to answer selected.

You include the Piping feature in the design.
Does the action achieve your objective?

  1. Yes, it does
  2. No, it does not

Answer(s): A


Reference:

https://www.inogic.com/blog/2016/10/display-survey-questions-conditionally-for-voice-of-customer-in-dynamics-crm-2016/



HOTSPOT (Drag and Drop is not supported)
You are creating a virtual agent to handle common customer inquiries.

The virtual agent must provide the ability to route customers to live agents for escalation.
You need to recommend a solution.

Which components should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

  1. See Explanation section for answer.

Answer(s): A

Explanation:


Reference:

https://docs.microsoft.com/en-us/power-virtual-agents/advanced-hand-off



Viewing Page 10 of 60



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