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MB-230認定試験に合格することは難しいようですね。試験を申し込みたいあなたは、いまどうやって試験に準備すべきなのかで悩んでいますか。そうだったら、下記のものを読んでください。いまMB-230試験に合格するショートカットを教えてあげますから。あなたを試験に一発合格させる素晴らしいMB-230試験に関連する参考書が登場しますよ。それはJpexamのMB-230問題集です。気楽に試験に合格したければ、はやく試しに来てください。
| Certification Vendor: | Microsoft |
|---|---|
| Exam Name: | Microsoft Dynamics 365 Customer Service Functional Consultant |
| Exam Number: | MB-230 |
| Exam Duration: | 120 minutes |
| Real Exam Qty: | 40-60 |
| Exam Format: | Multiple choice, Active screen / scenario-based questions, Best answer, Case studies, Drag and drop |
| Passing Score: | 700/1000 |
| Related Certifications: | Microsoft Dynamics 365 Customer Service Functional Consultant Associate |
| Exam Price: | $165 USD (may vary by country/region) |
| Available Languages: | Portuguese (Brazil), Italian, Chinese (Simplified), German, Japanese, French, English, Korean, Spanish |
| Certificate Validity Period: | 1 year (renewable via Microsoft Learn assessment) |
| Recommended Training: | Microsoft Learn MB-230 Learning Path Instructor-led training (Microsoft Dynamics 365 Customer Service) |
| Exam Registration: | Microsoft Certification Exam Registration (Pearson VUE) MB-230 Exam Details Page |
| Sample Questions: | Microsoft MB-230 Sample Questions |
| Exam Way: | Online proctored exam or onsite testing center via Pearson VUE |
| Pre Condition: | No formal prerequisites required. Recommended: basic understanding of Dynamics 365 and customer service operations. |
| Official Syllabus URL: | https://learn.microsoft.com/en-us/credentials/certifications/dynamics-365-customer-service-functional-consultant-associate/ |
弊社のMB-230問題集は大勢の専門家たちの努力で開発される成果です。初心者といい、数年IT仕事を従事した人といい、我々JpexamのMicrosoft MB-230問題集は最良の選択であると考えられます。なぜならば、弊社は高品質かつ改革によってすぐに更新できるMB-230問題集を提供できるからです。
MicrosoftのMB-230試験は、Dynamics 365 Customer Service Functional Consultantsとして認定を受けたい個人を対象としています。この資格は、Dynamics 365 Customer Serviceアプリケーションを扱い、顧客サービスのオペレーション、ケース管理、サービスレベル契約に深い理解を持つプロフェッショナルに最適です。試験は、候補者がDynamics 365 Customer Serviceを設定・管理し、顧客サービスオペレーションを改善するためのデータを分析し、サービス管理戦略を設計・実装する能力を測定します。
質問 # 100
You need to create a new agent script for the agents.
Which five actions should you recommend 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.
正解：
解説：
Explanation:
質問 # 101
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 private and add applicable members.
Set up the support queue to be public.
Does the solution meet the goal?
正解：A
解説：
The level1 and level2 queues must be public so the users can access them.
Note: Public: All users can see and access these queues, depending on their security role.
Users pick items from the queue. The items that a user picks are then moved to that user's personal queue.
Private: Access to these queues is assigned to specific users. (Members are defined on the queue record.) Users pick items from the queue. The items that a user picks are then moved to that user's personal queue.
Also:
In Customer Service, you can create two types of queues:
Private queues: Create with limited set of members to help those members easily view the queue items in that queue. Private queues streamline queue items for the members of that queue only and help to remove clutter from other user's views.
Public queues: Create to let everyone in the organization view the queue and all of its items.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases
質問 # 102
You need to select which setting needs to be configured for each setup.
Which settings should you select? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.
正解：
解説：
Explanation
Graphical user interface, text, application, email Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams
https://docs.microsoft.com/en-us/dynamics365/customer-service/enable-skill-routing-create-rating-model
質問 # 103
You configure Dynamics 365 Customer Service. Managers require a custom dashboard with the following:
* A list of customers who have the most cases open.
* A list of customers who have the most missed service-level agreements (SLAs) sorted by contact.
* A list of top call takers for the week.
* A list of the cases that took the most amount of time to resolve.
The custom dashboard must be available for all users to use.
You need to configure the system.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
正解：
解説：
Explanation:
質問 # 104
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.
正解：A、D
解説：
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/add-timer-control-case-form-track-time-against
Topic 4, Lamna Healthcare Company (NEW)
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.
Background
Lamna Healthcare Company has a call center for the city. They receive roughly 5,000 calls a day on health issues.
They have the following three departments that take calls daily:
Chronic illnesses
Flu-type illnesses
Geriatric illnesses
There is a fourth area that monitors for miscellaneous issues.
They are implementing Dynamics 365 Customer Service.
Requirements. Queues
A queue has to be set up for each department.
Emails must automatically be routed to the appropriate queue.
Miscellaneous queues must be visible to everyone.
The other queues must be visible only to the appropriate department.
If a case is open more than 30 days, the case must automatically be routed to the supervisor.
There must be a button on the queue list screen to route a case to a supervisor if requested.
Requirements. Visualizations
Support representatives must have a real-time view of cases assigned to them, including the status of each case.
Support representatives must be able to see a graphic view of cases by customer that are assigned to them.
Requirements. Knowledge Base
Support representatives must use the knowledge base first to try to solve issues.
Support representatives must be able to reference the knowledge base when it is used to resolve the case.
The knowledge base article that is used to resolve a case must always be sent to the customer.
If the answer is not in the knowledge base, a support representative needs to create a knowledge base article.
Requirements. Cases
The cases must follow a process that includes identify, research, and resolve.
A confirmation section must be added before the resolve section.
Customers must have contracts that allow them to call Lamna Healthcare 10 times a year for help.
In addition to the 10 free calls, customers must be able to send 15 emails a year for support.
Cases that come in as phone calls must be resolved with seven business days.
Cases that come in as emails must be resolved within three business days.
Requirements. Surveys
Lamna Healthcare sends out about 100,000 surveys a month.
Lamna must use Microsoft Forms Pro for their surveys.
All surveys must have the company logo.
The logo's company colors must not be changed. Any modifications to the graphic or colors is a breach of company policies.
A survey must automatically be sent once a case is resolved.
A manual survey must be sent if a case is escalated.
A survey must not be sent without confirming that it is accurate.
Supervisors must test a survey before it is finalized.
質問 # 105
......
MB-230資格受験料: https://www.jpexam.com/MB-230_exam.html
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