Jul-2023 New Version MB-230 Certificate & Helpful Exam Dumps is Online
MB-230 Free Certification Exam Material with 224 Q&As
NEW QUESTION # 134
You are a Dynamics 365 Customer Service administrator.
You must track issues submitted by customers.
You need to configure case settings for the Service Management module.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 135
A company implements Dynamics 365 Customer Voice. The company sends out customer satisfaction surveys. The service team creates one survey from a blank project and others from a predefined project template.
When the company receives all the survey responses, a member of the service team must analyze the results. The member must calculate satisfaction scores to help the service manager identify required efficiency changes for the department.
You need to determine which type of satisfaction metrics to use.
Which metrics should you use? To answer, drag the appropriate metrics to the correct scores. Each metric 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:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-voice/satisfaction-metrics
NEW QUESTION # 136
Hotspot Question
You are a Dynamics 365 for Customer Service administrator. The organization has multiple business process flows for warranty management.
You need to manage business process flows.
What should you configure? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 137
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. On the Voice of the Customer survey, select Run in iFrame.
- B. Copy the HTML code from the iFrame URL field and paste it on your website.
- C. Copy the portal web link and paste it into your website.
- D. Copy the URL from the Anonymous link field and paste it into your website.
Answer: A,B
Explanation:
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/distribute-survey
NEW QUESTION # 138
You have a Microsoft Dynamics 365 environment and you are using Unified Service Desk (USD) in a call center scenario. Users must be able to ask their customers questions that will trigger defined follow on actions.
You need to provide users with guidance for their customer interactions.
What should you use?
- A. agent scripts
- B. knowledge management
- C. CRM dialogs
- D. CRM workflows
Answer: A
NEW QUESTION # 139
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:
Explanation
Graphical user interface, text, application Description automatically generated
NEW QUESTION # 140
A trucking company uses a custom table named Leased Truck in Dynamics 365 Customer Service to capture leasing details. The company is implementing Connected Customer Service for Azure IoT Hub to track the leased trucks.
You need to configure the custom table Leased Truck for IoT integration.
Which two methods achieve the goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
- A. Call the loT - Register Custom Entity action to associate a Leased Truck record with an existing loT device.
- B. Create a one-to-many relationship from the Leased Truck table to the loT Alert table.
- C. Set the relationship in the Power Platform admin center.
- D. Enable connections to the Leased Truck table.
Answer: A,D
Explanation:
Explanation
IOT enabling an entity type
Dynamics 365 entities can be associated to IoT entities so that within Dynamics 365 they can participate in IoT-related business processes and analyses. There are two methods of "IoT enabling" a Dynamics 365 entity; you can:
* (D) Programmatically form an association through the standard Dynamics 365 Connection entities capability. You can alternatively accomplish this same association through the administration UI; for more information, see Create connections to view relationships between records.
* (C) Call the IoT - Register Custom Entity action to associate an entity with an existing or new IoT Device.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-extend-connected-customer-service-solut
NEW QUESTION # 141
You are a customer service representative using Dynamics 365 for Customer Service.
You need to identify and eliminate duplicate cases.
What should you do?
- A. Use parent-child case relationships
- B. Configure Dynamics 365 AI for Customer Service
- C. Use business rules
- D. Merge cases
Answer: C
NEW QUESTION # 142
Which of the following capabilities is only available when using enhanced SLAs?
- A. use security roles to control SLA creation
- B. pause an SLA
- C. define failure actions
- D. track Key Performance Indicators (KPIs)
Answer: D
NEW QUESTION # 143
You are a customer service schedule administrator.
A customer has a custom entity that requires its own schedule board.
You need to create the schedule board. You configure the custom entity in the Resource Scheduling parameters.
What should you do next?
- A. Disable the schedule board. Configure Resource Scheduling Optimization.
- B. Change the default entity name to the custom name. Create a new schedule board for the custom entity.
- C. Add a new resource requirement. Add a new view for the custom entity.
- D. Configure the booking metadata. Create a new schedule board for the custom entity.
Answer: C
Explanation:
Before scheduling a lead, a related resource requirement must be created.
Add a requirement view to the schedule board.
After creating a requirement for the lead, it will appear in the Open Requirements view in the lower pane of the schedule board that shows all open requirements related to any schedulable entity. This is a default view for resource scheduling.
However, the views in the lower pane of the schedule board are simply system views and can be edited and added to. It's common to add custom resource requirements views for work orders (or leads in our example). You can create a schedule board view that shows only leads to be scheduled.
Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/schedule-new-entity
NEW QUESTION # 144
A trucking company uses a custom table named Leased Truck in Dynamics 365 Customer Service to capture leasing details. The company is implementing Connected Customer Service for Azure IoT Hub to track the leased trucks.
You need to configure the custom table Leased Truck for IoT integration.
Which two methods achieve the goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
- A. Call the loT - Register Custom Entity action to associate a Leased Truck record with an existing loT device.
- B. Create a one-to-many relationship from the Leased Truck table to the loT Alert table.
- C. Set the relationship in the Power Platform admin center.
- D. Enable connections to the Leased Truck table.
Answer: A,D
Explanation:
IOT enabling an entity type
Dynamics 365 entities can be associated to IoT entities so that within Dynamics 365 they can participate in IoT-related business processes and analyses. There are two methods of "IoT enabling" a Dynamics 365 entity; you can:
* (D) Programmatically form an association through the standard Dynamics 365 Connection entities capability. You can alternatively accomplish this same association through the administration UI; for more information, see Create connections to view relationships between records.
* (C) Call the IoT - Register Custom Entity action to associate an entity with an existing or new IoT Device.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-extend-connected-customer-service-solutions
NEW QUESTION # 145
You are working as a functional consultant for Dynamics 365 Customer Service. No changes have been made to security roles.
You need to ensure that customer service representatives can process cases that have service-level agreements (SLAs) and entitlements. You must grant only the minimum privileges required.
How should you configure security? 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, chat or text message Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements
NEW QUESTION # 146
A company implements Dynamics 365 for Customer Service.
Which status reason is used for each casestatus? To answer, select the appropriate option in the answer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 147
You need to configure the system to notify managers about unhappy patients.
What should you do?
- A. Change the value of the Monitor real-time customer sentiment option to Yes.
- B. Set a routing rule for escalations.
- C. Configure Omnichannel Insights.
Answer: A
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/oc-monitor-real-time-customer-sentimentsessio
Topic 1, Lamna HealthCare
Case study
This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.
To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.
At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.
To start the case study
To display the first question in this case study, click the button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the button to return to the question.
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.
NEW QUESTION # 148
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.
Answer:
Explanation:
Explanation
Graphical user interface, text, application, chat or text message Description automatically generated
Reference:
https://docs.microsoft.com/en-us/power-virtual-agents/advanced-hand-off
NEW QUESTION # 149
A company uses Dynamics 365 Customer Service.
You are configuring the advanced similarity rules. You create a similarity rule on cases and put an exact match for the Modified On field in the Match Fields tab.
You test the rule and discover that exact matches do not appear.
You need to determine why the rule is not working.
What are two possible reasons why the rule is not working? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
- A. A Power Automate flow was not created.
- B. The similarity rule is deactivated.
- C. The similarity rule was not published.
- D. The security role is not set to run the similarity rule.
- E. The Modified On field is not set to searchable in the customization of the case entity in the solution.
Answer: B,E
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/suggest-similar-cases-for-a-case
NEW QUESTION # 150
Drag and Drop Question
You are customizing a Dynamics 365 Customer Service implementation for a call center.
The call center wants to enable SMS as a channel for the customer service department.
You need to complete the SMS channel configuration.
Which account information should you use for each provider? To answer, drag the appropriate types of account information to the correct SMS channel provider. Each type of account information 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:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel-twilio
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel
NEW QUESTION # 151
You need to configure each escalation scenario.
Which configuration should you use for each scenario? 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/configure-bot-virtual-agent
NEW QUESTION # 152
You need to configure the options for the schedule.
Which options should you configure? 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/resources-service-scheduling
NEW QUESTION # 153
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