Best Preparations of MB-230 Exam 2024 Microsoft Dynamics 365 Unlimited 392 Questions
Focus on MB-230 All-in-One Exam Guide For Quick Preparation.
MB-230: Microsoft Dynamics 365 Customer Service Exam Certification Path
MB-230: Microsoft Dynamics 365 Customer Service Exam is foundation level Certification. As such There is no prerequisite for this course. Anyone who is having keen and familiar with Microsoft technology are well invited to pursue this certification.
NEW QUESTION # 64
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 24 hours as the failure time and no warning
- C. SLA with 24 hours as the failure time and a two-hour warning
- D. SLA with 6 hours as the failure time and no warning
- E. SLA with 6 hours as the failure time and a one-hour warning
Answer: A,C,E
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.
Topic 3, The Phone Company
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 Next 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 Question button to return to the question.
Overview
The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service level agreements (SLAs) in place. Most clients have agreements that last one year and have 30 cases available. Half the cases may be opened by phone. The other half may be opened by email.
The company has an existing on-premises software system. The current system no longer meets the company's needs.
The support desk is open 8:00 am to 8:00 pm Eastern Standard Time.
Requirements
Support desk
The company plans to implement Dynamics 365. The solution will include a custom entity that needs to be search enabled.
You must configure the system to ensure that you can determine how many support tickets and new orders tickets are received. You must be able to determine which device types have the most tickets opened for issues. Business hours in the system must reflect the hours support staff is scheduled.
Case handling
* New cases must automatically route to the correct support group by phone type or new purchase group without requiring custom code.
* The system must automatically create a case when email is received by companies that are not in the system.
* The system must automatically send a response to an email sender upon case creation for new orders, but not for service records.
* Users must be able to initiate routing for manually created cases.
* The system must create sub-cases from one customer with different cases and also if the same issue is reported by several customers. Subcases must inherit the following fields: customer name, contact email address and case title.
* Main cases must not be closed until all the sub-cases are closed.
* Separate groups must be created for each type of service and each phone type. Access to the groups must be restricted to team members that support that service or phone type.
* When importing from the old system, old cases do not need to be routed to the correct support group.
Knowledge base
* Users must be able to search the knowledge base when opening a new case form or when checking on cases.
* Users must be able to use relevant searches and include any customer entities.
Dashboards
* Managers must be able to see a real-time list of open cases, open activities, and expiring entitlements all on one page.
* Managers must also be able to see all open cases, escalated cases and cases by representatives on one screen. Managers must be able to drill down within each area.
* Managers need a dashboard that displays weekly statistics for cases and representatives.
* Each representative needs to see their own tickets that are opened for the day, week, and month as well as their closed tickets.
Service-level agreements
* Most customers must be contacted within 90 minutes of their case being opened.
* Some customers can purchase faster service on call backs.
* Emails must be sent to support managers when service-level agreements (SLAs) are missed.
* Support representatives must be able to see a timer on each case form to ensure they are adhering to their SLAs.
* SLA KPIs must be tracked in the system.
* SLA KPIs must appear on the case form.
* Cases must be able to be placed on hold if issues arise with related contracts.
Issues
Users report they are not able to search the Knowledge Base.
NEW QUESTION # 65
You are configuring a Dynamics 365 for Customer Service instance.
Customer service manager cannot create new entitlements for customer service representatives.
You need to ensure that customer service managers can add new entitlement templates and knowledge base records for customer service representatives.
Which access levels should you apply? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
NEW QUESTION # 66
You are a Dynamics 365 for Customer Service system administrator.
You need to create service-level agreements (SLAs) to meet company requirements.
What SLA types should you use? To answer, drag the appropriate SLA types to the correct requirements. Each SLA 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:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-levelagreements
NEW QUESTION # 67
You must set up the following:
* A work stream must be configured to use Twitter.
* The cases must automatically go to the next available sales representative.
* Any existing case that comes in must be assigned automatically to the sales representative who worked on the case originally.
You need to choose the correct setting.
Which setting 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, application Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/channels
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entity-workstream
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams
NEW QUESTION # 68
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.
Answer:
Explanation:
Explanation
Graphical user interface, text, application Description automatically generated
NEW QUESTION # 69
You are a customer service schedule administrator for a company. The company hires an electrical engineer who will work remotely.
You need to set the resource to enable the engineer to work remotely.
Which three actions should you perform next 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
NEW QUESTION # 70
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.
Answer:
Explanation:
Explanation
Graphical user interface, text, application Description automatically generated
NEW QUESTION # 71
Hotspot Question
You use Dynamics 365 for Customer Service administrator. You plan to create Voice of the Customer surveys.
You need to determine which survey question feature is needed to complete the design of the survey.
Which survey features should you use? To answer, select the appropriate survey type in the dialog box in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design- advanced-survey
NEW QUESTION # 72
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. Merge cases
- B. Use business rules
- C. Configure Dynamics 365 AI for Customer Service
- D. Use parent-child case relationships
Answer: B
Explanation:
Section: Topic 2, Manage cases and the knowledge base
NEW QUESTION # 73
A company installs and services air filtering units for industrial manufacturing plants. The company is implementing Dynamics 365 Customer Service.
Each regional location has only two advanced diagnostic units. The company charges customers a higher rate when the company uses a unit.
You need to configure the system to optimize work scheduling.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
NEW QUESTION # 74
You need to ensure users can search the knowledge base from a case record.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
- A. Add Knowledge Base Search control to the dashboard.
- B. Add the Quick Find option to the views.
- C. Insert the Knowledge Base Search control on the form.
- D. Check Knowledge Management from the case entity in the solution.
- E. Select the Knowledge Base Search control from the entity.
Answer: C,D
NEW QUESTION # 75
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 # 76
Customer service representatives are not able to manually add service-level agreements (SLAs) to a record.
You need to enable on-demand SLAs.
What should you do?
- A. Configure the scope of the workflow
- B. Publish the on-demand SLA
- C. Activate the SLA
- D. Request an administrator to add the SLA field to the entity form
Answer: D
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define- service-level-agreements
NEW QUESTION # 77
Hotspot Question
You are customizing an Omnichannel for Customer Service implementation.
Customers take a pre-chat survey on a chat widget on the portal. Customers are required to accept the portal's privacy policy before they can take the survey.
A call center manager wants to auto pick account or contact information for customer service agents based on the survey.
You need to configure the pre-chat survey question field to meet the requirements.
Which option should you select for each pre-chat survey question field? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 78
You are an Omnichannel administrator for a company. The company is implementing a chat channel.
You need to route all chats relating to work orders to the field service queue.
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, NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.
Answer:
Explanation:
Explanation
NEW QUESTION # 79
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.
An electrical engineering company is implementing Dynamics 365 Customer Service.
Engineers schedule work in one-hour blocks.
Engineers who complete a job before the end of the one-hour block must not be able to start a new job in that same block.
Engineers who require part of an additional one-hour block to complete a job must not be able to start a new job in that additional block.
You need to configure the fulfillment preference to meet the requirements.
Proposed solution: Create a fulfillment record and set the interval to one hour.
Does the solution meet the goal?
- A. No
- B. Yes
Answer: B
NEW QUESTION # 80
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. Add an Unsubscribe check box after each question.
- B. Give users the option to unsubscribe from different features of the survey.
- C. Set the Allow unsubscribe setting to Yes.
- D. Configure the survey to display when Dynamics 365 customers receive email and enable the Unsubscribe option.
Answer: C,D
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design- advanced-survey#add-the-unsubscribe-option-to-a-survey
NEW QUESTION # 81
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