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| Certification Vendor: | Microsoft |
|---|---|
| Exam Name: | Microsoft Dynamics 365 Customer Service Functional Consultant |
| Exam Number: | MB-230 |
| Available Languages: | Portuguese (Brazil), Chinese (Simplified), Italian, English, Spanish, Japanese, German, French |
| Passing Score: | 700 |
| Exam Price: | $165 USD |
| Related Certifications: | Microsoft Certified: Dynamics 365 Customer Engagement Functional Consultant Associate |
| Exam Duration: | 120 minutes |
| Certificate Validity Period: | 1 year |
| Real Exam Qty: | 40-60 |
| Exam Format: | Multiple select, Case studies, Fill in the blank, Drag and drop, Multiple choice |
| Recommended Training: | Microsoft Learn Learning Paths MB-230 Study Guide |
| Exam Registration: | Microsoft Learn Exam Registration Pearson VUE Scheduling |
| Sample Questions: | Microsoft MB-230 Sample Questions |
| Exam Way: | Online proctored or onsite at Pearson VUE test centers |
| Pre Condition: | No mandatory prerequisites; recommended to have 6+ months of experience implementing Dynamics 365 Customer Service solutions |
| Official Syllabus URL: | https://learn.microsoft.com/en-us/credentials/certifications/exams/mb-230/ |
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問題 #86
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer (VoC).
You need to ensure that VoC survey responses trigger an escalation in support.
Which workflow should you use?
答案：A
解題說明：
Section: Topic 4, Configure Voice of the Customer
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/plan-survey
問題 #87
You work for a pharmaceutical company that distributes vaccines.
Vaccines must be kept below negative 60 degrees Celsius or they cannot be used. The company requires a solution that meets the following requirements:
* Monitor vaccine temperatures during transportation.
* Create a customer service case if the temperature goes above negative 60 degrees Celsius.
You need to implement the solution.
Which technologies should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
答案：
解題說明：
Explanation:
問題 #88
You work for a healthcare company that does not use Azure Active Directory You need to escalate conversations to a live agent without using custom code when a customer discusses personal health information.
Which technologies should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
答案：
解題說明：
Explanation:
問題 #89
Hotspot Question
A company uses Omnichannel for Customer Service.
The company has the following requirements for their agents' conversations with customers:
Agents must verify a customer's information when a chat starts. Auto search must be enabled for knowledgebase articles based on case title.
You need to enable agent scripts.
Which action types should you use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
答案：
解題說明：
Explanation:
Box 1: Automation
The automation dictionary maintains the contextual data for sessions. You can use the keys from the automation dictionary to pass the parameter in an action.
While creating templates and macros in the admin app, you can pass parameter keys such as title of a session, title of notification, title of an application tab template, and custom parameter values for application tab types. These keys are replaced based on the contextual information available at the time of execution.
Box 2: Macro
Automate tasks with macros
Overview of macros
In the customer service industry, agents have to click often to perform simple tasks, such as open a form, fill, and save it, and many repetitive and monotonous actions, such as greeting and verifying a customer, sending acknowledgment mail, and taking notes. These clicks and repetitive tasks can lead to human errors when agents copy and paste the data across different operations.
Macros are a set of sequential actions that are performed by a user. They enable users to perform daily operations efficiently in a fast and process-compliant manner. You can reuse macros with different sessions based on the context parameters that are specific to the session.
The value propositions of the macros are as follows:
- Automate repetitive and monotonous tasks with a single click.
- Minimize human errors.
- Adhere to business processes.
- Lower average handling time.
- Improve customer satisfaction.
- Create contextual and reusable macros.
Reference:
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/automation-dictionary-keys
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/macros
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/smart-assist
問題 #90
A company has a Dynamics 365 Customer Service implementation that uses the voice channel feature. Supervisors need to review reports to see how the representatives are performing on the following metrics:
* Percentage of calls that are answered within 30 seconds in the previous four hours.
* Number of calls that are rejected by each representative in the previous four hours.
You need to change the configuration of reports to ensure that they default to the requirements.
Which reports should you configure? To answer, drag the appropriate reports to the correct metrics. Each report 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.
答案：
解題說明：
問題 #91
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