Latest [Dec 17, 2021] MB-230 Exam Questions – Valid MB-230 Dumps Pdf
MB-230 Practice Test Questions Answers Updated 160 Questions
How to Register For Exam MB-230: Microsoft Dynamics 365 Customer Service?
NEW QUESTION 60
You are helping a company implement Power Virtual Agents with Omnichannel for Customer Service.
The company has a chatbot that escalates to a manager if a customer wants to escalate from a chatbot.
You need to configure a prerequisite before you can implement the chatbot.
Which prerequisite should you configure?
- A. Configure an SMS channel for a chatbot.
- B. Create one chatbot in one queue with the chatbot having the highest capacity over human capacity.
- C. Configure context variables for a chatbot.
- D. Create one chatbot in one queue with a human having a higher capacity over the chatbot.
- E. Configure a Microsoft Teams support channel for the chatbot.
Answer: C
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent
NEW QUESTION 61
Case Study 1 - Humongous Insurance
Background
Humongous Insurance is contracted to process all insurance claims for a health facility that accepts the following types of health insurance:
* Health maintenance organization (HMO)
* Preferred-provider organization (PPO)
* Gold
Cases are classified as new claims, claim disputes, and follow-ups. Each insured person is entitled to open 25 new cases each calendar year.
Support representatives specialize by and process claims by insurance type.
Humongous Insurance currently accepts claims only by telephone. The call center is open from
06:00 GMT to 24:00 GMT daily. Call center staff work one of the following shifts: 06:00 GMT to
12:00 GMT, 12:00 GMT to 18:00 GMT, and 18:00 GMT to 24:00 GMT.
When a case is received by email, a staff member categorizes the case as email and closes the case immediately.
Current environment
* Humongous Insurance has three departments to handle claim types: HMO, PPO, and Gold.
* The company uses handwritten forms to send claims information to the correct department.
* Each department maintains a workbook to record calls received.
Requirements. Support desk
* Configure the system to track the number of insurance claims filed each year.
* Categorize claims by type as they are opened.
* Configure the system to track staff responsiveness to service-level agreements (SLAs).
* Ensure that business hours reflect the hours that support staff are scheduled.
Requirements. Case handling
* All new cases must be automatically placed into a queue based on insurance type after the type is selected.
* All insurance types need to be automatically moved to the proper queue when the subject is picked.
* All cases must be created and closed immediately when received.
* The status reason must be set to Email Sent or Phone Call.
* Information must be restricted by insurance and phone call type.
* Managers must be alerted when customers reach their limit of 25 cases for the year.
* Changes to cases must not be counted against entitlements until the case is closed.
Requirements. Disputes
* Claim disputes must be categorized as low priority.
* The status for all disputed cases must be set to Review by a Manager before a disputed case may be closed.
Requirements. Knowledge base
* A knowledge base must be used as a repository for all answers.
* Representatives must be able to search the knowledge base when opening a new case for similar claims.
* Representatives must be able to search across all entities at all times.
* Searches must check any field in the entity for matches in a single search.
* Searches must return results in a single list and sort the list so that the most relevant results appear at the top of the list.
* Representatives must be able to link the knowledge base to cases when applicable.
* Representatives must create a new knowledge base article if an answer is not found in the existing knowledge base.
* Representatives must be able to use SQL-like syntax to search the knowledge base.
Requirements. Service-level agreements
When a customer calls to open a claim, the company must respond to the caller within the following time frames:
Requirements. Alerts
* Cases must be flagged when they are past the SLA threshold.
* An email alert must be sent to the manager to indicate an SLA noncompliance.
* An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.
* Send an email alert to support managers when disputes are ready to be closed.
* Send an email alert to customers when cases are closed.
Requirements. Issues
* The current process is all manual and not efficient.
* There is no easy way to determine whether the company is meeting its SLAs.
* Representatives are often inconsistent regarding how they handle customers and answer customer questions.
* There is no accountability for any of the representatives who take calls.
Drag and Drop Question
You need to ensure that customers cannot open more cases than they are allowed.
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:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define- support-terms-customer
NEW QUESTION 62
A customer uses Dynamics 365 for Customer Service.
Customer service representatives must be able to create knowledge base articles.
You need to ensure that all knowledge base articles are submitted for review and approval before they are made available to use.
Which four actions must be performed 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:
1 - Create a knowledge article
2 - Mark the knowledge article for review
3 - Approve the article
4 - publish the article
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hubuser-guide-knowledge-article
NEW QUESTION 63
Your organization uses enhanced service level agreements (SLA's).
You need to create a view that displays the SLA failure and succeeded time for data related to a case.
Which entity should you use to select the fields?
- A. SLA Item
- B. SLA
- C. enhanced SLA C
- D. SLA KPI Instance
Answer: D
NEW QUESTION 64
Drag and Drop Question
A company uses Dynamics 365 Customer Service.
You need to implement queues to meet company requirements.
Which types of queues should you use? To answer, drag the appropriate queue types to the correct requirements. Each queue 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:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage- activities-cases
NEW QUESTION 65
A company uses Dynamics 365 Customer Service. The company purchases Omnichannel for Customer Service.
The company wants the following requirements implemented without the need to license additional software:
The system must automatically ask questions before the chat begins.
Credit card information that a customer enters in a chat must not be visible to the agent.
You need to configure the options to meet the requirements.
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/configure-pre-chat-survey
https://docs.microsoft.com/en-us/dynamics365/customer-service/data-masking-settings
NEW QUESTION 66
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 HTML code from the iFrame URL field and paste it on your website.
- B. On the Voice of the Customer survey, select Run in iFrame.
- 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 67
You are creating a survey using Voice of the Customer.
You need to embed the survey into a website and make it available to your customer.
What should you do?
- A. Create the website. Add the URL to the Dynamics 365 site in your website.
- B. Create an iFrame URL. Copy the HTML code to an iFrame in your website.
- C. Add the iFrame URL to your website.
- D. Create a webpage on the website. Add the URL to link the Voice of the Customer questions from Dynamics 365.
- E. Create your Dynamics 365 portal. Display the Voice of the Customer page from within the main website page.
Answer: B
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/distribute-survey
NEW QUESTION 68
You are a customer service manager for a company using Dynamics 365 for Customer Service.
You need to set up queues to manage support. You assign a team to each queue.
What type of queue should you configure?
- A. Private
- B. Public
- C. Business unit
- D. Personal
Answer: A
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up- queues-manage-activities-cases
NEW QUESTION 69
You are a system administrator for Dynamics 365 for Customer Service.
All child cases must inherit the product,customer name, case title, and case type from the parent case. Parent cases must not be closed until all child cases are closed.
You need to configure cases.
What should you do?
- A. Set the closure preference setting to closure until all child cases are closed.
- B. Add the product and case type fields as fields that child cases will inherit from the parent case. Set the closure preference setting to l child cases are closed.
- C. Create a business rule.
- D. Set the closure preference setting toDon't allow parent case closure until all child cases are closed. In Settings, navigate to Customizations. On the case entity, update the Incident-Incident Resolution case relationship field mapping to include the fields.
Answer: B
NEW QUESTION 70
You are customizing a Dynamics 365 for Customer Service implementation.
The call center manager requires a visual representation that includes the number of resolved cases by month for each call center agent. The chart must be visible to all users within the service area.
You need to create the chart.
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:
NEW QUESTION 71
You are a Dynamics 365 for Customer Service administrator.
Your company provides standard support contracts for 20 hours of email support. Phone is offered as a premium service in allotments of 10 incidents.
You need to set up an entitlement template for the standard support.
What should you configure?
- A. Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to Email. Set the value of the Total terms field to 20. - B. Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to Email. Set the value of the Total terms field to 0.
Add the Phone option.
Set the value of the Total Terms field to 10. - C. Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to Phone.
Set the value of the Total terms value to 20. - D. Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to Email.
Set the value of the Total terms field to 10.
Add the Phone option. Set the value of the Total Terms field to 10.
Answer: D
Explanation:
Section: Topic 3, Manage queues, entitlements, and SLAs
Explanation
NEW QUESTION 72
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 HTML code from the iFrame URL field and paste it on your website.
- B. On the Voice of the Customer survey, select Run in iFrame.
- 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
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/distribute-survey
NEW QUESTION 73
You have a Microsoft Dynamics 365 environment.
You implement Field Service.
You need to set up a service task type.
Which three fields, components, or relationships are available when you create a new service task type? Each correct answer presents a complete solution.
- A. Description
- B. Work Order Duration
- C. Estimated Duration
- D. Notes
- E. Field Agent
Answer: A,C,D
NEW QUESTION 74
You have access to the desktop version of Microsoft Excel and Excel Online.
You need to perform a bulk update of data for 225 contacts.
What are two ways to achieve the goal? Each correct answer presents a complete solution.
- A. Open the data in Excel Online, make updates, and then save changes to Microsoft Dynamics
365. - B. Export data as a dynamic pivot table, make updates, and then save changes to Microsoft Dynamics 365.
- C. Export the data as a static worksheet make updates, and then save changes to Microsoft Dynamics 365.
- D. Export the data as a static worksheet, make updates, and then import the data back into Microsoft Dynamics 365.
Answer: A,D
NEW QUESTION 75
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet 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 are implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2.
You need to set up the queues to meet the following requirements:
Users must have their own queues that no one else can access.
Users must not be able to view each other's queue.
Users must be able to work from the support queue.
Solution:
Set up each user queue to be private.
Set up level1 and level2 queues to be public and add applicable members.
Set up the support queue to be private.
Does the solution meet the goal?
- A. No
- B. Yes
Answer: B
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases
NEW QUESTION 76
......
MB-230 dumps Sure Practice with 160 Questions: https://www.validdumps.top/MB-230-exam-torrent.html
Get New MB-230 Certification – Valid Exam Dumps Questions: https://drive.google.com/open?id=1v25k8wrxB3eItcQKAMnAARoNYAz2vpgz