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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Manage cases and Knowledge Management | 20% | - Create and manage cases
|
| Topic 2: Implement scheduling | 5% | - Manage services
|
| Topic 3: Implement Connected Customer Service | 10% | - Configure IoT integration
|
| Topic 4: Manage entitlements and SLAs | 15% | - Create and manage entitlements
|
| Topic 5: Implement routing | 10% | - Manage queues and routing
|
| Topic 6: Implement Microsoft Power Platform | 10% | - Configure Power Virtual Agents
|
| Topic 7: Implement multi-session experiences for Customer Service | 20% | - Configure the Customer Service workspace
|
| Topic 8: Manage analytics, visualizations, and insights | 10% | - Manage insights
|
>> MB-230 Fragen Und Antworten <<
Die Microsoft MB-230 Zertifizierungsprüfung stellt eine wichtige Position in der IT-Branche dar, worüber viele IT-Experten sich einig sind. Die Microsoft MB-230 (Microsoft Dynamics 365 Customer Service Functional Consultant) Zertifizierungsprüfung zu bestehen ist jedoch nicht einfach. Es erfordert umfangreiche Fachkenntnisse und Erfahrungen, weil die Microsoft MB-230 Zertifizierungsprüfung sowieso eine autoritäre Prüfung, die das Niveau der IT-Fachkenntnissen überprüft. Wenn Sie das Microsoft MB-230 Zertifikat bekommen, wird Ihre Fähigkeit von den Firmen akzeptiert. Das bedeutet, dass die zielgerichteten Schulungsunterlagen von ITZert sehr wirksam ist. Mit unseren Prüfungsmaterialien können Sie 100% die Prüfung bestehen.
92. Frage
A company deploys Dynamics 365 Customer Service.
A service manager requires a new classification ruleset for Bronze-type customers. The Bronze type customers require an answer within five hours.
You need to create the classification ruleset.
In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.
Antwort:
Begründung:
Explanation:
Step 1: Create a new ruleset in a workstream.
To create a logical work classification ruleset, do the following steps:
1. In Customer Service admin center, Omnichannel admin center, or Customer Service Hub, select a workstream, and in the Routing rules area, for the Work classification (optional) option, select Create Ruleset.
2. On the Work classification page, select Create new, and in the Create work classification ruleset dialog, select Logical rules in Rule type, and enter a name and description. By default, the root record is selected and displayed at the top of the condition builder for ease of reference and visibility of the record for which you are creating the rule.
Step 2: Create a new manual rule named Bronze.
3. In the Decision list area, select Create Rule, and on the Create work classification rule dialog, enter a name.
Step 3: Create a condition for the Bronze rule.
4. In the Conditions area, define the conditions according to your business needs. If you are creating classification rules for records, then the top-level condition is automatically populated. You can define conditions for up to two levels of the related records and attributes.
5. In the Output area, select the attribute for which value needs to be set if the conditions are met.
6. Repeat steps 3 through 5 to create the demand rules.
Step 4: Create a rule named 5-hour response from the decision list.
Step 5: Create a demand rule for the Bronze rule.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-work-classification
93. Frage
You are a Dynamics 365 for Customer Service administrator.
Members of the customer support staff must not be available on public holidays in the year 2021.
You need to configure holiday schedules.
Which actions should you perform? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Antwort:
Begründung:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-holidayschedule
94. Frage
You are an Omnichannel supervisor at a company. You install a dashboard in Power BI.
You need to ensure that managers are able to access the intraday insights dashboard.
What should you do?
Antwort: D
Begründung:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-intraday-dashboard- supervisor
95. Frage
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.
Your company provides clients with Dynamics 365 for Customer Service Voice of the Customer employee satisfaction surveys. The company has a standardized set of survey questions named Satisfaction Survey.
You need to customize the survey for each client.
Solution: Clone the satisfaction survey and customize the questions.
Does the solution meet the goal?
Antwort: A
Begründung:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-basicsurvey#clone-or-import-an-existing-survey
96. Frage
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 meet the workspace requirements for case representatives.
Which role should you assign to case representatives?
Antwort: C
97. Frage
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