2026 DumpTOP 최신 MB-230 PDF 버전 시험 문제집과 MB-230 시험 문제 및 답변 무료 공유: https://drive.google.com/open?id=1CcWeZKf5huN4ybP1Oz5zuXzAkkk-mf3I
IT인증자격증만 소지한다면 일상생활에서 많은 도움이 될것입니다. 하지만 문제는 어떻게 간단하게 시험을 패스할것인가 입니다. DumpTOP는 IT전문가들이 제공한 시험관련 최신 연구자료들을 제공해드립니다.DumpTOP을 선택함으로써 여러분은 성공도 선택한것이라고 볼수 있습니다. DumpTOP의Microsoft 인증MB-230시험대비 덤프로Microsoft 인증MB-230시험을 패스하세요.
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implement Customer Service multi-session experience | 5-9% | - Configure Customer Service workspace
|
| Topic 2: Manage analytics, visualizations, and insights | 5-9% | - Implement Customer Voice surveys and feedback - Create and manage dashboards and reports
|
| Topic 3: Implement routing and work distribution | 2-6% | - Configure unified routing
|
| Topic 4: Manage cases and knowledge management | 51-55% | - Implement knowledge management
- Create and manage cases
|
| Topic 5: Implement scheduling | 10-14% | - Configure service scheduling
|
| Topic 6: Manage entitlements and service level agreements (SLAs) | 15-19% | - Configure entitlements
|
| Topic 7: Implement Connected Customer Service | 2-6% | - Set up IoT and field service integration |
| Topic 8: Implement Microsoft Power Platform integration | 2-6% | - Integrate Power Apps and Power Automate
|
DumpTOP의 Microsoft 인증 MB-230시험덤프공부자료는 pdf버전과 소프트웨어버전 두가지 버전으로 제공되는데 Microsoft 인증 MB-230실제시험예상문제가 포함되어있습니다.덤프의 예상문제는 Microsoft 인증 MB-230실제시험의 대부분 문제를 적중하여 높은 통과율과 점유율을 자랑하고 있습니다. DumpTOP의 Microsoft 인증 MB-230덤프를 선택하시면 IT자격증 취득에 더할것 없는 힘이 될것입니다.
질문 # 190
Case Study 2 - Lamna Healthcare
Background
Lamna Healthcare Company provides health care services to communities across the region. The company provides telehealth services only and does not offer in-person appointments. The company has staff that speak English and Spanish.
The company is open from 8 AM to midnight Monday through Friday to provide services. Patients can make appointments by calling or using the internet. All appointments are conducted by phone or by using a computer.
Current environment. Services
Lamna provides two types of appointments: wellness and sick. A doctor and a nurse are scheduled for each sick appointment. A doctor or a nurse are scheduled for wellness appointments.
Current environment. Employees
General
Employees are located in the Pacific and Eastern time zones.
Case representatives
Case representatives handle incoming calls, provide information to patients for appointments, and schedule follow-up calls with doctors. Case representatives can also help with people who want to chat online.
All case representatives work eight-hour shifts. Case representatives typically focus on cases that involve one type of illness. The case representatives may back up others when call volumes are large.
Several case representatives speak both Spanish and English. The only company holidays the case representatives have off are New Year's Eve day and New Year's Day.
Customer satisfaction and escalation
Customer satisfaction representatives monitor all activity and ensure that there is a uniform process for all calls. Case managers schedule shifts and are a point of escalation.
Requirements. System and resources
Each employee must use the system.
Case managers must be users in the system but must not be available for the scheduling
rotation or manually assigned.
Patients must be offered at least three alternative times to schedule an appointment.
Requirements. Cases
The system must support live chats, texting, and Twitter.
Case representatives must be able to chat, text, and tweet without exiting the system they use
to track calls.
Case representatives must be able to chat live only with customers whose calls are routed or
assigned to them.
Managers must be able to monitor all communication as well as add or delete quick replies.
Customer satisfaction representatives must be able to read agent scripts and workflows.
A live chat must pop up each time someone fills out the form to register for an appointment. The
live chat must automatically be sent to the case representative who is best qualified to answer the question.
There are two type of queues: regular and escalated.
Tickets must be routed to the most qualified representative for the illness.
Tickets assigned to a representative must be automatically placed in that representative's
queue.
Requirements. Chat escalation process
Each division must have one manager for escalations.
Patients who request an escalation from the website must automatically be routed to a chatbot.
The patient will answer predefined questions and will be alerted that someone will call them back. Chat transcripts must be sent to the appropriate manager.
Only escalations must go to the chat bot.
You must create two types of Omnichannel queues: regular and escalated.
Only managers must be able to access the Omnichannel Insights dashboard.
Requirements. Managers
Managers must be able to review weekly productivity reports for representatives by using
Omnichannel Insights dashboards.
Managers must be able to monitor patient moods during patients' conversations with
representatives.
Managers must be able to determine whether a patient is feeling negative during a live chat with
a representative.
Requirements. Appointments
Representatives must be able to schedule appointments and see everyone's free/busy time
during their scheduled working hours.
Appointments must be scheduled by representatives in open time slots for nurses and doctors.
Nurses and doctors must be booked for 30-minute time slots.
Patients must be offered at least three alternative times to schedule an appointment.
Requirements. Analytics
You must implement Customer Insights to keep track of how well representatives are managing
customers' requests.
Analytics must be viewable only in the production environment.
You must ensure that only escalation managers can create workspaces and control access to
workspaces
Case representatives must be rated on knowledge of their primary specialty and their backup
specialty.
Case representatives must only be able to view workspaces.
Managers must be able to review dashboards in the Chat channel to ensure that case
representatives are meeting their objectives.
You need to configure the system to notify managers about unhappy patients.
What should you do?
정답：A
설명：
https://docs.microsoft.com/en-us/dynamics365/customer-service/oc-monitor-real-time-customer- sentiment-sessions
질문 # 191
Hotspot Question
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.
정답：
설명：
질문 # 192
You are a customer service manager using Dynamics 365 for Customer Service.
You need to restrict support to the products that a customer has purchased.
What should you do?
정답：A
질문 # 193
A company uses Dynamics 365 Customer Service.
Help desk representatives must be able to open multiple sessions. Each representative must have the same application experience when logging into the application. Agents must provide a standard response depending on what the customer issue is when someone calls in for support. The standardized response must use the same language each time.
You need to configure the required features.
What should you configure? To answer drag the appropriate configurations to the correct requirements. Each configuration 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.
정답：
설명：
질문 # 194
Your company uses Dynamics 365 Customer Service. You create the following support offerings. Customers must choose one of the three offerings.
* Email only
* Phone only
* Half phone and half email
You allocate 50 cases to each support offering.
You need to create the entitlement with terms that adhere to the support offerings.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
정답：B,E
설명：
Note: Quickly create other entitlements prefilled with the basic information like the start and end date, service level agreement (SLA), allocation type, and total term by using an entitlement template in Dynamics 365 Customer Service. For example, create a template for a standard entitlement, and then apply this template for every standard customer in your organization.
Template information include:
Total Term: Specify the total amount of support the customer is entitled to with respect to the allocation type.
For example, if the allocation type is number of cases and you specify 100 in Total term, then the customer is entitled to support up to 100 cases.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-custom
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entitlements-templates
질문 # 195
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취직을 원하시나요? 승진을 원하시나요? 연봉인상을 원하시나요? 무엇을 원하시든 국제적으로 인정받은 IT인증자격증을 취득하는것이 길입니다. Microsoft인증 MB-230시험은 널리 인정받는 인기자격증의 시험과목입니다. Microsoft인증 MB-230시험을 패스하여 자격증을 취득하면 소원이 이루어집니다. DumpTOP의Microsoft인증 MB-230덤프는 시험패스율이 높아Microsoft인증 MB-230시험준비에 딱 좋은 공부자료입니다. DumpTOP에서 덤프를 마련하여 자격증취득에 도전하여 인생을 바꿔보세요.
MB-230최신버전 인기 덤프자료: https://www.dumptop.com/Microsoft/MB-230-dump.html
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