[Dec 19, 2024] Reliable MB-230 Exam Tips Test Pdf Exam Material
New 2024 MB-230 Test Tutorial (Updated 392 Questions)
NEW QUESTION # 60
You are a Dynamics 365 for Customer Service administrator. You enable full-text, relevance, and category search.
You need to use the knowledge base search control to locate knowledge base articles that contain each of the following words anywhere in an article, regardless of which product an article refers to:
Elevator
Motor
Sizing
How should you configure the search? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/basics/relevance-search-results
NEW QUESTION # 61
You need to decide which action is applicable in the SLA.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
Graphical user interface, text, application Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements
NEW QUESTION # 62
A client wants to use the knowledge base in Dynamics 365 Customer Service.
You need to identify the state of a knowledge base article when an event occurs.
What are the states of the articles? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Box 1: Review
Review - The draft version of the article is sent to reviewers to approve or reject.
Mark a knowledge article for review
To ensure that the content you've created is accurate, have someone review it.
You can mark an article for review or directly assign it to a specific person or queue. When you mark an article for review, it starts appearing in the knowledge manager's dashboard. The knowledge manager can then assign the article to specific team members or a queue for review.
Box 2: Published
When you approve the content of an article, it means that the content is ready to be consumed by other customer service reps, and also ready to be published.
On the Business process bar, in the Review stage, in the Review field, select Approve.
The article is now ready to be published.
Box 3: Draft
Draft - The article is in the process of being created.
Note: A versioned knowledge article in the Draft state can be modified only by the author or reviser with the contribute access to the knowledge base, owner of a knowledge base, users with the admin and knowledge_admin role, and ownership group members, if ownership group is added to the article.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledge-ar
NEW QUESTION # 63
You need to create the SLAs.
Which three SLAs should you create? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
- A. SLA with one hour as the failure time and no warning
- B. SLA with 6 hours as the failure time and a one-hour warning
- C. SLA with 6 hours as the failure time and no warning
- D. SLA with 24 hours as the failure time and a two-hour warning
- E. SLA with 24 hours as the failure time and no warning
Answer: A,B,D
Explanation:
Text Description automatically generated
An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.
NEW QUESTION # 64
You need to set up the system for cases going to supervisors.
Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
Explanation
Step 1: In Service Management, create a Routing Rule set.
Scenario: If a case is open more than 30 days, the case must automatically be routed to the supervisor.
Create routing rulesets to route cases.
Use routing rules in Customer Service to route cases to the right agents at the right time without any manual intervention. You can also use routing rules to route cases that are escalated to specific queues.
Step 2: Enter Name, Select Save, and select the plus sign to add a rule item On the General tab, in Routing Rule Set Information, Enter Name and Description for the routing ruleset.
Select Save. The routing ruleset is saved, and the Rule Items section is displayed.
In the Rule Items section, select the Add Rule Item button + to specify conditions for routing cases to a queue.
Step 3: Add conditions
Under Then Conditions, specify the queue to which the cases will be routed or the user or team to which the cases will be assigned if the conditions in the If Conditions section are met.
Step 4: Save and activate.
Select Save and Close.
In the routing ruleset record, select Activate so that the ruleset is applied to the cases matching the conditions in the rule.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-cases
NEW QUESTION # 65
A company implements Dynamics 365 for Customer Service.
Which status reason is used for each case status? To answer, select the appropriate option in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
NEW QUESTION # 66
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
You implement Dynamics 365 Customer Service for a call center.
The call center supervisor has the following requirements for the Customer Service workspace functionality:
- Automate agents' repetitive tasks.
- Enable agents to share knowledge articles with customers.
You need to ensure that the implementation meets the requirements.
Solution: Create a macro with an Omnichannel connector.
Does the solution meet the goal?
- A. Yes
- B. No
Answer: A
NEW QUESTION # 67
You need to create and configure objects to support the requirements.
How should you configure the system? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 68
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. Give users the option to unsubscribe from different features of the survey.
- B. Add an Unsubscribe check box after each question.
- C. Configure the survey to display when Dynamics 365 customers receive email and enable the Unsubscribe option.
- D. Set the Allow unsubscribe setting to Yes.
Answer: C,D
Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey
NEW QUESTION # 69
You are a Dynamics 365 Customer Service administrator.
You create a new entity named Root Cause Escalation. Queues must be used for new Root Cause Escalation records. The records must be automatically assigned to the record owner's default queue when a record is created.
You need to implement the proper functionality to meet the requirements.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
Explanation
A picture containing timeline Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/enable-entities-for-queues
NEW QUESTION # 70
You need to ensure cases are handled correctly.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Graphical user interface, text, application, email Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/overview-unified-routing
NEW QUESTION # 71
A company implements Dynamics 365 for Customer Service.
Which status reason is used for each case status? To answer, select the appropriate option in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 72
You are a Dynamics 365 Customer Service representative.
You need to take the appropriate action when creating new cases to ensure that the automated routing rule is applied.
What should you use?
- A. Run workflow
- B. Add to queue
- C. Share
- D. Save and route
Answer: B
Explanation:
Explanation
Routing rules define how conversations are routed to different queues. Each routing rule has a condition and a destination queue. If the rule condition is evaluated as True, then the conversation is routed to the destination queue.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/routing-rules
NEW QUESTION # 73
A company uses Dynamics 365 Customer Service and Microsoft Teams.
A project requires the creation of an automated tool to provide recommendations when addressing specific client needs. The tool must be interactive and allow agents to best serve their client base. All communications will be run through Teams chat You need to configure the smart assist chatbot In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
Explanation
Configure the chatbot App settings file12.
Publish the webapp to the Microsoft Azure tenant12.
Update the chatbot messaging endpoint12.
Enable the Teams channel12.
Set the Smart Assist Admin configuration3.
Test the chatbot12.
For more information, you can refer to the following links:
Build a smart assist bot
Manage smart assist
NEW QUESTION # 74
A company has a Dynamics 365 Customer Service implementation that uses the voice channel feature.
Supervisors need to review reports to see how the representatives are performing on the following metrics:
* Percentage of calls that are answered within 30 seconds in the previous four hours.
* Number of calls that are rejected by each representative in the previous four hours.
You need to change the configuration of reports to ensure that they default to the requirements.
Which reports should you configure? To answer, drag the appropriate reports to the correct metrics. Each report may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
NEW QUESTION # 75
Case Study 2 - Lamna Healthcare
Background
Lamna Healthcare Company provides health care services to communities across the region. The company provides telehealth services only and does not offer in-person appointments. The company has staff that speak English and Spanish.
The company is open from 8 AM to midnight Monday through Friday to provide services. Patients can make appointments by calling or using the internet. All appointments are conducted by phone or by using a computer.
Current environment. Services
Lamna provides two types of appointments: wellness and sick. A doctor and a nurse are scheduled for each sick appointment. A doctor or a nurse are scheduled for wellness appointments.
Current environment. Employees
General
Employees are located in the Pacific and Eastern time zones.
Case representatives
Case representatives handle incoming calls, provide information to patients for appointments, and schedule follow-up calls with doctors. Case representatives can also help with people who want to chat online.
All case representatives work eight-hour shifts. Case representatives typically focus on cases that involve one type of illness. The case representatives may back up others when call volumes are large.
Several case representatives speak both Spanish and English. The only company holidays the case representatives have off are New Year's Eve day and New Year's Day.
Customer satisfaction and escalation
Customer satisfaction representatives monitor all activity and ensure that there is a uniform process for all calls. Case managers schedule shifts and are a point of escalation.
Requirements. System and resources
Each employee must use the system.
Case managers must be users in the system but must not be available for the scheduling
rotation or manually assigned.
Patients must be offered at least three alternative times to schedule an appointment.
Requirements. Cases
The system must support live chats, texting, and Twitter.
Case representatives must be able to chat, text, and tweet without exiting the system they use
to track calls.
Case representatives must be able to chat live only with customers whose calls are routed or
assigned to them.
Managers must be able to monitor all communication as well as add or delete quick replies.
Customer satisfaction representatives must be able to read agent scripts and workflows.
A live chat must pop up each time someone fills out the form to register for an appointment. The
live chat must automatically be sent to the case representative who is best qualified to answer the question.
There are two type of queues: regular and escalated.
Tickets must be routed to the most qualified representative for the illness.
Tickets assigned to a representative must be automatically placed in that representative's
queue.
Requirements. Chat escalation process
Each division must have one manager for escalations.
Patients who request an escalation from the website must automatically be routed to a chatbot.
The patient will answer predefined questions and will be alerted that someone will call them back. Chat transcripts must be sent to the appropriate manager.
Only escalations must go to the chat bot.
You must create two types of Omnichannel queues: regular and escalated.
Only managers must be able to access the Omnichannel Insights dashboard.
Requirements. Managers
Managers must be able to review weekly productivity reports for representatives by using
Omnichannel Insights dashboards.
Managers must be able to monitor patient moods during patients' conversations with
representatives.
Managers must be able to determine whether a patient is feeling negative during a live chat with
a representative.
Requirements. Appointments
Representatives must be able to schedule appointments and see everyone's free/busy time
during their scheduled working hours.
Appointments must be scheduled by representatives in open time slots for nurses and doctors.
Nurses and doctors must be booked for 30-minute time slots.
Patients must be offered at least three alternative times to schedule an appointment.
Requirements. Analytics
You must implement Customer Insights to keep track of how well representatives are managing
customers' requests.
Analytics must be viewable only in the production environment.
You must ensure that only escalation managers can create workspaces and control access to
workspaces
Case representatives must be rated on knowledge of their primary specialty and their backup
specialty.
Case representatives must only be able to view workspaces.
Managers must be able to review dashboards in the Chat channel to ensure that case
representatives are meeting their objectives.
Drag and Drop Question
You need to set up users with permissions to use the digital messaging channels.
Which role should you assign to each user? To answer, drag the appropriate roles to the correct groups of users. Each role may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
Answer:
Explanation:
NEW QUESTION # 76
You need to select the feature for each parameter.
Which feature should you use for each parameter? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-operating-hours
NEW QUESTION # 77
A company is implementing Omnichannel for Customer Service.
You must set up the system to minimize human error and automate actions. The requirements to set up the system are as follows:
* Representatives must create a new support record when a customer contacts them through chat.
* Knowledge base articles must open in a separate tab when representatives research answers.
* When a knowledge base article resolves a customer issue, representatives must send the article to the customer via chat.
You need to set up the macros.
Which macro type should you use? To answer, drag the appropriate macro types to the correct requirements.
Each macro type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Graphical user interface, text, application Description automatically generated
Box 1: Productivity automation
Productivity automation
As an administrator, you can use the actions any number of times across different macros to automate and perform model-driven app operations.
The following screenshot shows the actions that are explained in the subsequent sections.
Box 2: Session connector
Session connector
As an administrator, you can use the actions any number of times across different macros to automate and perform operations related to a session in Customer Service workspace.
Graphical user interface, application Description automatically generated Box 3: Omnichannel connector Omnichannel connector As an administrator, you can use the actions any number of times across different macros to automate and perform operations related to Omnichannel for Customer Service.
Graphical user interface, text, application, email Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/macros
NEW QUESTION # 78
......
Skills Measured
MB-230 test assesses the candidates in the following skills areas:
- Managing analytics
- Managing entitlements, queues, and service-level agreements (SLAs)
- Implementing scheduling
- Knowledge and case management
- Omnichannel for customer service
The first topic aims at assessing the learner's knowledge of the creation, management, configuration, and automation of cases. Thus, you will have to know how to monitor case lists, look for case records, merge various cases, transform activities into cases, and set autonumbering. In addition, you will have to execute Advanced Similarity rules, tailor the Case Resolution form, compose Status Reason transitions, and receive feedback by using Customer Voice. What is more, this part also assesses the candidates' ability to implement knowledge management in real-world scenarios. So, candidates need to master such terms as the knowledge search control, relevance search, knowledge article templates, etc.
The key management concerns in the second domain include the queues, entitlements, and SLAs. Under the management of SLAs, the candidate must have profound knowledge of the definition, creation, configuration, implementation, and manual application of SLAs into a system. More so, a clear description of the components that make up the SLA is needed. When it comes to monitoring queues and entitlements, this portion will emphasize the configuration of queues, adding activities to them, accomplishing queue operations, controlling entitlement templates, and cancelling an entitlement.
Within the third tested area, a candidate will be required to learn how to perform tasks such as the configuration of business closures, resources, work hours, equipment, facilities, etc. Besides, applicants will need to learn how to determine and schedule services, arrange fulfillment preferences, and make up a schedule board.
The next segment is concerned with the implementation of omnichannels mainly for customer service. Thus, the candidate should be able to deploy an omnichannel using a set of standards steps from the definition of user settings to configuring skills-based routing. The implementation of Power Virtual Agents is also one of the core parts of this area. Lastly, the candidate should gain hands-on skills in distributing work, and configuring both the agent experience & the supervisor experience. All in all, with such a domain, you'll master such concepts as the Channel Integration Framework, Secure Message Service, pre-chat surveys, context variables, Quick Responses, and Omnichannel Insights.
The last sector aims at assessing the candidate's knowledge in managing analytics. It involves the configuration of customer service insights, which include the description of use cases and capabilities for customer insights. It also extends to the creation and configuration of visualizations with a focus on interactive dashboards, the Design wizard, and the creation of charts.
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