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Microsoft MB-230認定試験は、専門家がMicrosoft Dynamics 365との顧客サービス機能コンサルティングのスキルと知識を検証する理想的な方法です。この試験では、候補者の顧客サービス環境を作成および構成する能力を測定し、Microsoft Dynamics 365を他のアプリケーションと統合する能力を測定します。 、およびビジネスニーズを満たすためにカスタマーサービス機能をカスタマイズします。この認定試験に合格することにより、専門家はMicrosoft Certified：Dynamics 365 Customer Service Consultant Associate認定を達成し、カスタマーサービス機能コンサルティングの専門知識を実証できます。
今の社会はますます激しく変化しているから、私たちはいつまでも危機意識を強化します。キャンパース内のIT知識を学ぶ学生なり、IT職人なり、MB-230試験資格認証証明書を取得して、社会需要に応じて自分の能力を高めます。我々社は最高のMicrosoft MB-230試験問題集を開発し提供して、一番なさービスを与えて努力しています。業界で有名なMicrosoft MB-230問題集販売会社として、購入意向があると、我々の商品を選んでくださいませんか。
Microsoft Dynamics 365カスタマーサービス機能コンサルタント認定試験（MB-230）は、Microsoft Dynamics 365を使用してカスタマーサービスソリューションの実装と構成の知識とスキルをテストするために設計された専門的な試験です。この認定試験は、機能する機能コンサルタントを対象としています。顧客と一緒にビジネス要件を理解し、ニーズを満たすカスタマーサービスソリューションを実装します。 Microsoft Dynamics 365は、クラウドベースの顧客関係管理（CRM）プラットフォームであり、顧客とのやり取りを管理するためのさまざまなツールと機能を企業に提供しています。
質問 # 257
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.
正解：
解説：
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey
質問 # 258
Which of the following capabilities is only available when using enhanced SLAs?
正解：B
質問 # 259
You are working as a functional consultant for Dynamics 365 Customer Service. No changes have been made to security roles.
You need to ensure that customer service representatives can process cases that have service-level agreements (SLAs) and entitlements. You must grant only the minimum privileges required.
How should you configure security? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
正解：
解説：
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements
質問 # 260
You need to configure the system to meet the workspace requirements for case representatives.
Which role should you assign to case representatives?
正解：D
解説：
Topic 3, The Phone Company
Overview
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.
質問 # 261
A company is using Omnichannel for Customer Service.
You add a live chat button to your company's website for existing customers. Requests for chats are handled by the next available representative. The chat must route the customer to the same representative if the customer is inadvertently disconnected.
You need to configure the chat.
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.
NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.
正解：
解説：
1 - Create a work stream.
2 - Set the routing rule.
3 - Set the Enable Agent Affinity...
4 - Create context variables...
質問 # 262
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MB-230資格復習テキスト: https://www.jpntest.com/shiken/MB-230-mondaishu
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