Microsoft MB-230: What should configure to create default account form with escalation column in Dynamics 365 Customer Service

Question

You are a system administrator for Dynamics 365 Customer Service. In the default account form, you create an escalation column as a choice of Yes/No. The main account form must have a column of escalation paths. The column must be hidden if the escalation column is set to No. If the escalation column is set to Yes, the escalation path column must be displayed and filled out. You need to configure the form. What should you configure?

A. Power Automate flow
B. Business rule
C. Power BI dashboard
D. Business process flow

Answer

B. Business rule

Explanation

The correct answer is B. Let me explain why.

To configure the form to show or hide the escalation path column based on the value of the escalation column, you need to use a business rule. A business rule is a tool that allows you to apply logic and actions to your forms without writing code. You can use business rules to set field values, clear field values, set field requirement levels, show or hide fields, enable or disable fields, validate data, and show error messages.

To create a business rule for your scenario, you need to perform the following steps:

1. Navigate to the account entity and select Business Rules from the command bar.
2. Click New Business Rule to create a new rule.
3. In the designer, drag and drop a Condition tile from the Components tab. This will be the trigger for your rule.
4. In the Condition properties, select Escalation as the source field and Equals as the operator. Then select Yes as the value. This will check if the escalation column is set to Yes.
5. Drag and drop an Action tile from the Components tab and connect it to the If Yes branch of the Condition tile. This will be the action for your rule when the condition is met.
6. In the Action properties, select Show Field as the type and Escalation Path as the target field. This will show the escalation path column when the escalation column is set to Yes.
7. Drag and drop another Action tile from the Components tab and connect it to the If No branch of the Condition tile. This will be the action for your rule when the condition is not met.
8. In the Action properties, select Hide Field as the type and Escalation Path as the target field. This will hide the escalation path column when the escalation column is set to No.
9. Save and activate your business rule.

The other options are incorrect for the following reasons:

• Power Automate flow. This is not a valid option, as Power Automate is a tool that allows you to create automated workflows across different applications and services. You can use Power Automate to perform actions such as sending emails, creating tasks, updating records, or integrating with external systems. However, Power Automate cannot directly manipulate form elements such as showing or hiding fields.
• Power BI dashboard. This is not a valid option, as Power BI is a tool that allows you to create interactive reports and dashboards that visualize your data and provide insights. You can use Power BI to connect to various data sources, such as Dynamics 365 Customer Service, and create charts, tables, maps, or other visualizations. However, Power BI cannot directly interact with form elements such as showing or hiding fields.
• Business process flow. This is not a valid option, as business process flow is a tool that allows you to define and enforce a standardized process for your records. You can use business process flow to create stages and steps that guide users through a sequence of actions or decisions. However, business process flow cannot directly control form elements such as showing or hiding fields.

Reference

• Create business rules in Dynamics 365 Customer Engagement (on-premises) | Microsoft Learn
• Create a business rule in Microsoft Dataverse – Power Apps | Microsoft Learn
• Create and design forms for Customer Service Hub | Microsoft Learn
• Configure Dynamics 365 Customer Service | Microsoft Learn
• Create and edit forms in Dynamics 365 Customer Engagement (on-premises) | Microsoft Learn
• Set up rules to automatically create or update records | Microsoft Learn
• Show or hide form elements in Dynamics 365 Customer Engagement (on-premises) | Microsoft Learn
• Solved: Model Driven Form show hide fields if table contai… – Power Platform Community (microsoft.com)
• Hide And Show a Field in Dynamics 365 CRM Using JavaScript – CloudFronts

Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 certification exam practice question and answer (Q&A) dump with detail explanation and reference available free, helpful to pass the Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 exam and earn Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 certification.