Microsoft MB-230日本語関連対策、MB-230受験料過去問

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Microsoft MB-230 Exam Syllabus Topics:

SectionWeightObjectives
Manage cases and Knowledge Management20%- Manage Knowledge Management
  • 1. Configure entities for Knowledge Management
  • 2. Use knowledge article templates
  • 3. Manage the Knowledge Management lifecycle
  • 4. Create and manage knowledge articles
- Create and manage cases
  • 1. Identify and create cases from activities
  • 2. Create case and child case
  • 3. Analyze cases with interactive dashboards
  • 4. Customize case views
  • 5. Use case routing rules
Manage entitlements and SLAs15%- Create and manage entitlements
  • 1. Apply entitlements to cases
  • 2. Create and activate entitlements
  • 3. Define and manage entitlement templates
- Create and manage SLAs
  • 1. Define and configure SLA KPIs
  • 2. Create SLA items and actions
  • 3. Enable SLAs for entities
  • 4. Use hierarchical SLA configurations
Implement routing10%- Configure unified routing
  • 1. Configure assignment methods
  • 2. Configure work classification
  • 3. Configure work distribution
- Manage queues and routing
  • 1. Create and manage queues
  • 2. Configure advanced routing rules
  • 3. Configure routing rules
Implement Microsoft Power Platform10%- Configure Power Automate
  • 1. Create and manage flows
  • 2. Use Common Data Service connector
  • 3. Configure triggers and actions
- Configure Power Virtual Agents
  • 1. Create chatbots
  • 2. Integrate chatbots with Customer Service
  • 3. Configure topics and entities
Manage analytics, visualizations, and insights10%- Manage insights
  • 1. Analyze conversation insights
  • 2. Analyze Omnichannel insights
  • 3. Monitor and improve service with analytics
- Configure Customer Service Insights
  • 1. Configure Customer Service historical analytics
  • 2. Configure dashboards and charts
  • 3. Configure Power BI integration
Implement Connected Customer Service10%- Manage Connected Customer Service scenarios
  • 1. Manage customer assets
  • 2. Configure asset management
  • 3. Configure proactive service
- Configure IoT integration
  • 1. Manage IoT devices
  • 2. Configure IoT alerts
  • 3. Create cases from IoT alerts
Implement scheduling5%- Manage resources
  • 1. Define resources and resource groups
  • 2. Configure resource calendars and working hours
- Manage services
  • 1. Schedule service activities
  • 2. Define service activities
Implement multi-session experiences for Customer Service20%- Manage channels
  • 1. Configure Microsoft Teams integration
  • 2. Configure Voice
  • 3. Configure SMS
  • 4. Configure Chat
- Configure and manage Omnichannel
  • 1. Configure agent scripts
  • 2. Configure routing and assignment
  • 3. Configure work streams and queues
  • 4. Manage context variables
- Configure the Customer Service workspace
  • 1. Configure session management
  • 2. Configure notifications
  • 3. Configure productivity tools
  • 4. Configure apps and templates

>> Microsoft MB-230日本語関連対策 <<

MB-230受験料過去問 & MB-230資格問題対応

明日ではなく、今日が大事と良く知られるから、そんなにぐずぐずしないで早く我々社のMicrosoft MB-230日本語対策問題集を勉強し、自身を充実させます。我々社の練習問題は長年でMB-230全真模擬試験トレーニング資料に研究している専業化チームによって編集されます。Microsoft MB-230資格問題集はPDF版、ソフト版、オンライン版を含まれ、この三つバージョンから自分の愛用することを選んでいます。他の人に先立ってMicrosoft MB-230認定資格を得るために、今から勉強しましょう。

Microsoft Dynamics 365 Customer Service Functional Consultant 認定 MB-230 試験問題 (Q142-Q147):

質問 # 142
You are using Dynamics 365 Customer Service to create and activate entitlements.
Customer service representatives state that the entitlement status is set to Waiting, and they cannot use the entitlement. You must ensure customer service representatives can use the entitlement.
You need to identify the entitlement issue.
What is the cause of the issue?

正解：D

解説：
If the start and end date of the entitlement fall in the future, the status of the entitlement is set to Waiting. On the start date, the status automatically changes to Active. If the end date is in the past, the entitlement is set to Expired.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer


質問 # 143
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.

正解：

解説：

Explanation:


質問 # 144
You create a new case that is associated to a service level agreement (SLA).
You need to identify what occurs when the case is placed on hold.
What should you identify?

正解：D


質問 # 145
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.

正解：

解説：

Explanation


質問 # 146
You need to meet the automatic case creation requirements.
What should you do? 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/automatically-create-case-from-email
https://cloudblogs.microsoft.com/dynamics365/it/2017/07/25/convert-email-to-a-case-with-a-few-clicks-in-dyna


質問 # 147
......

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