This page was exported from Testking Free Dumps [ http://blog.testkingfree.com ] Export date:Thu Jan 16 22:14:28 2025 / +0000 GMT ___________________________________________________ Title: 100% Pass Top-selling MB-230 Exams - New 2023 Microsoft Pratice Exam [Q20-Q40] --------------------------------------------------- 100% Pass Top-selling MB-230 Exams - New 2023 Microsoft Pratice Exam Microsoft Dynamics 365 Dumps MB-230 Exam for Full Questions - Exam Study Guide Who should take the MB-230: Microsoft Dynamics 365 Customer Service Exam The Microsoft MB-230 Exam certification is an internationally-recognized certification which help to have validation for those professionals who are keen to make their career in Dynamics 365 Customer Service This exam aspirant are validated on ability to accomplish the following technical tasks: perform configuration; manage cases and the knowledge base; manage queues, entitlements, and SLAs; and configure voice of the customer.These candidates can go for this exam. Marketing consultants   Q20. 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. ExplanationGraphical user interface, text, application Description automatically generatedReference:https://docs.microsoft.com/en-us/dynamics365/customer-service/create-operating-hoursTopic 2, Humongous InsuranceCase StudyThis 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 studyTo 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.BackgroundHumongous 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)* GoldCases 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 to24:00 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 agreementsWhen 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.Q21. You are a Dynamics 365 for Customer Service administrator.You need to categorize activities and cases by using queues.How should you categorize each record? To answer, select the appropriate options in the answer area.NOTE: Each correct selection is worth one point. Q22. You are implementing Omnichannel for Customer Service for a call center.The call center manager needs to be able to track agents’ performance.You need to configure the intraday insights dashboard to meet the requirement.Which configurations should you use? To answer, select the appropriate options in the answer area.NOTE: Each correct selection is worth one point. ExplanationGraphical user interface, text, application Description automatically generatedReference:https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-intraday-dashboard-supervisorQ23. You are implementing Dynamics 365 for Customer Service.You need to set up available working hours to help desk representatives who have varying schedules.What should you do? To answer, select the appropriate options in the answer area.NOTE: Each correct selection is worth one point. ExplanationQ24. 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:ElevatorMotorSizingHow should you configure the search? To answer, select the appropriate options in the answer area.NOTE: Each correct selection is worth one point. References:https://docs.microsoft.com/en-us/dynamics365/customer-engagement/basics/relevance-search-resultsQ25. 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. ExplanationGraphical user interface, text, application, chat or text message Description automatically generatedReference:https://docs.microsoft.com/en-us/power-virtual-agents/advanced-hand-offQ26. You are a Dynamics 365 system administrator.Your customer service team must define goal metrics to track and measure all resolved cases.You need to create a goal metric with a rollup field.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. ExplanationReferences:https://docs.microsoft.com/en-us/dynamics365/customer-engagement/sales-enterprise/create-edit-goal-metricQ27. You need to meet the automatic case creation requirements.What should you do? To answer, select the appropriate options in the answer area.NOTE: Each correct selection is worth one point. ExplanationGraphical user interface, text, application, email Description automatically generatedReference:https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-emailhttps://cloudblogs.microsoft.com/dynamics365/it/2017/07/25/convert-email-to-a-case-with-a-few-clicks-in-dynaQ28. You are customizing an Omnichannel for Customer Service implementation.You need to configure the escalation process to a human agent.Which three actions should you perform? Each correct answer presents part of the solution.NOTE: Each correct selection is worth one point.  In the Power Virtual Agent topic, add the Transfer to agent node.  Add a context variable in Power Virtual Agents to escalate the conversation.  Select a context variable in Omnichannel and update the information from Power Virtual Agents.  Add a bot user to the Omnichannel queue.  Set the operating hours to escalate a conversation. Reference:https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agentQ29. Drag and Drop QuestionYou are a Dynamics 365 for Customer Service administrator. Your company provides support between 9 a.m. and 5 p.m.You must add a warning to account records when service representatives do not contact an account within eight business hours of the account being verified.You need to enable service-level agreements (SLAs) for accounts.In which order should you perform the actions? To answer, move all actions from the list to the answer area and arrange them in the correct order. Q30. 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?  agent scripts  knowledge management  CRM dialogs  CRM workflows Q31. A company uses Dynamics 365 Customer Service.A user is configuring loT devices to record specific types of information, such as temperature, humidity, and air flow. Several types of devices require configuration for pre-set commands and ease of administration.You need to configure the devices to generate the correct recordings.NOTE: Each correct selection is worth one point. ExplanationQ32. 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. ExplanationStep 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 conditionsUnder 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-casesQ33. You are a Dynamics 365 for Customer Service administrator. Your company provides support between 9 a.m.and 5 p.m.You must add a warning to account records when service representatives do not contact an account within eight business hours of the account being verified.You need to enable service-level agreements (SLAs) for accounts.In which order should you perform the actions? To answer, move all actions from the list to the answer area and arrange them in the correct order. Q34. 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. Q35. You are an Omnichannel supervisor for a company.The manager wants to improve response times and customer satisfaction.You need to configure Omnichannel queues using standard functionality.Which capabilities should you enable? To answer, select the appropriate options in the answer area.NOTE: Each correct selection is worth one point. ExplanationQ36. You are implementing Omnichannel for Customer Service for a call center.The call center’s requirements for the implementation are as follows:When a new chat conversation is started, the Customer Summary and New Case form tabs must be open.The Customer Summary tab must be the primary tab during the conversation.Agents must be able to close the New Case form tab.Agents must not be able to close the Customer Summary tab.You need to configure the tabs.Which configuration should you use for each tab? 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. ExplanationGraphical user interface, text, application Description automatically generatedQ37. 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. ExplanationGraphical user interface, text, application Description automatically generatedQ38. 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. ExplanationBox 1: Omnichannel supervisorCase managers schedule shifts and are a point of escalation.Omnichannel supervisor: Required for performing supervisor tasks.Businesses need to monitor and manage the efficiency levels of agents in their ongoing conversations with customers. The enhanced supervisor experience provides supervisors with timely insights and metrics on the efficiency of the service delivery of agents and opportunities to help agents deliver better support to customers.In this enhancement to the supervisor experience in Omnichannel for Customer Service, supervisors can:Drill down to specific agents and look at their operational metrics.Manage agent availability remotely.Box 2: Omnichannel agentCase 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.Omnichannel agent: Required for performing agent tasks.As an Omnichannel agent, you can use queues to manage the work items that are assigned to you via queues.Therefore, you can focus on the tasks at hand and ensure better customer service. The application empowers you to work on simultaneous conversations with multiple customers. You get a holistic view of a customer’s data and can see the details of the customer’s previous interactions. In this way, you can be sure that you have all the available information that you might need to resolve the customer’s issue.Box 3: Productive tools userCustomer satisfaction representatives monitor all activity and ensure that there is a uniform process for all calls.Productivity tools user: Required by users of Dynamics 365 Productivity Tools.Agent productivity tools use intelligence and automation to enable agents to find answers to customer questions and help resolve customer issues quickly, thereby improving satisfaction in service delivery.Incorrect:Not Productivity tools administrator:Productivity tools administrator: Required by administrator users of Dynamics 365 Productivity Tools.Reference:https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-agent-overviewhttps://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave1/dynamics365-customer-service/omnichahttps://docs.microsoft.com/en-us/dynamics365-release-plan/2021wave1/service/dynamics365-customer-service/aQ39. A company is implementing a customized app that will automatically route cases.You need to determine the correct URL to connect to the app location in the cloud.Which URL format should you use?  https://”<“org”>.dynamics.com/apps  https://”<“org”>.crm.dynamics.com/  Error! Hyperlink reference not valid.  https://”<“org”>/apps Reference:https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-casesQ40. A company implements Dynamics 365 Customer Service.You are setting up scheduling to dispatch repair technicians. You encounter the following issues:* You are unable to create a new organizational unit.* Repair technicians are accidentally scheduled to work on days when company is on holiday.* RepairTechnicianA does not appear on the schedule for Fridays for any issue.You need to resolve the issues.What should you modify to correct the issues? To answer, drag the appropriate resolutions to the correct issues. Each source 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. ExplanationGraphical user interface, text, application Description automatically generated Loading … Authentic Best resources for MB-230 Online Practice Exam: https://www.testkingfree.com/Microsoft/MB-230-practice-exam-dumps.html --------------------------------------------------- Images: https://blog.testkingfree.com/wp-content/plugins/watu/loading.gif https://blog.testkingfree.com/wp-content/plugins/watu/loading.gif --------------------------------------------------- --------------------------------------------------- Post date: 2023-08-19 14:55:16 Post date GMT: 2023-08-19 14:55:16 Post modified date: 2023-08-19 14:55:16 Post modified date GMT: 2023-08-19 14:55:16