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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Manage entitlements and service level agreements (SLAs) | 15-19% | - Implement SLAs
|
| Topic 2: Manage analytics, visualizations, and insights | 5-9% | - Create and manage dashboards and reports
|
| Topic 3: Implement Microsoft Power Platform integration | 2-6% | - Integrate Power Apps and Power Automate
|
| Topic 4: Implement scheduling | 10-14% | - Configure service scheduling
|
| Topic 5: Manage cases and knowledge management | 51-55% | - Implement knowledge management
- Create and manage cases
|
| Topic 6: Implement routing and work distribution | 2-6% | - Configure unified routing
|
| Topic 7: Implement Connected Customer Service | 2-6% | - Set up IoT and field service integration |
| Topic 8: Implement Customer Service multi-session experience | 5-9% | - Configure Customer Service workspace
|
>> Microsoft MB-230 Standard Answers <<
The Microsoft Dynamics 365 Customer Service Functional Consultant exam is one of the most valuable certification exams. The Microsoft Microsoft Dynamics 365 Customer Service Functional Consultant exam opens a door for beginners or experienced ActualTestsIT professionals to enhance in-demand skills and gain knowledge. MB-230 Exam credential is proof of candidates' expertise and knowledge. After getting success in the Microsoft Microsoft Dynamics 365 Customer Service Functional Consultant exam, candidates can put their careers on the fast route and achieve their goals in a short period of time.
NEW QUESTION # 179
Drag and Drop Question
You are creating a macro in Dynamics 365 Customer Service to create automations.
You must use the following predefined macro connectors:
- Open a new form to create a record.
- Open the new application tab in the same session.
- Link a record to the conversation.
You need to configure the types of steps that are required.
Which types of connectors should you choose? To answer, drag the appropriate connector types to the correct steps. Each connector 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:
NEW QUESTION # 180
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:
1 - Navigate to the Root Cause Escalation entity in Customizations
2 - Set the field named Queues to a value of True on the Root Cause Escalation entity
3 - Set the field Automatically move records to the owner's default....
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/enable-entities-for-queues
NEW QUESTION # 181
You are a Dynamics 365 for Customer Service administrator.
Members of the customer support staff must not be available on public holidays in the year 2021.
You need to configure holiday schedules.
Which actions should you perform? 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/customer-service/set-up-holidayschedule
NEW QUESTION # 182
Case Study 3 - The Phone Company
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.
You need to add SLA timers to the Case form.
Which two options should you configure? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Answer: B,D
NEW QUESTION # 183
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?
Answer: D
Explanation:
Section: Topic 3, Manage queues, entitlements, and SLAs
NEW QUESTION # 184
......
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