BTW, DOWNLOAD part of PassExamDumps MB-230 dumps from Cloud Storage: https://drive.google.com/open?id=1fw0nPB_1QP1nW8zOqKpHdgywx_2sRMvM
Are you feeling anxious about taking the Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) exam? Our customizable practice test questions will help you overcome your anxiety and prepare for the actual exam. With each attempt, you will receive a score report that will help you identify and correct your mistakes before your final attempt. Our web-based practice exam creates a similar situation to the MB-230 Real Exam Questions, making it easier for you to pass. Purchase our Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) practice test material today and say goodbye to exam anxiety!
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implement scheduling | 5% | - Manage resources
|
| Topic 2: Implement routing | 10% | - Configure unified routing
|
| Topic 3: Implement Microsoft Power Platform | 10% | - Configure Power Automate
|
| Topic 4: Manage analytics, visualizations, and insights | 10% | - Configure Customer Service Insights
|
| Topic 5: Manage cases and Knowledge Management | 20% | - Manage Knowledge Management
|
| Topic 6: Manage entitlements and SLAs | 15% | - Create and manage entitlements
|
| Topic 7: Implement multi-session experiences for Customer Service | 20% | - Configure the Customer Service workspace
|
| Topic 8: Implement Connected Customer Service | 10% | - Manage Connected Customer Service scenarios
|
About MB-230 exam, PassExamDumps has a great sound quality, will be the most trusted sources. Feedback from the thousands of registration department, a large number of in-depth analysis, we are in a position to determine which supplier will provide you with the latest and the best MB-230 practice questions. The PassExamDumps Microsoft MB-230 Training Materials are constantly being updated and modified, has the highest Microsoft MB-230 training experience. If you want to pass the exam, please using our PassExamDumps Microsoft MB-230 exam training materials. PassExamDumps Microsoft MB-230 Add to your shopping cart, it will let you see unexpected results.
NEW QUESTION # 114
You are implementing Omnichannel for Customer Service for a company.
The company has the following requirements:
- Initial conversations must be assigned to Power Virtual Agents
chatbots.
- If a conversation needs to be escalated, it must be assigned to a
human agent.
- The chatbot and human agents must be in the same queue.
You need to complete the implementation to meet the requirements.
What must the chatbot capacity as compared to the agents' capacity?
Answer: C
NEW QUESTION # 115
Drag and Drop Question
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.
Answer:
Explanation:
NEW QUESTION # 116
You are customizing an Omnichannel for Customer Service implementation.
You configure the handoff process to Omnichannel for Customer Service from Power Virtual Agents. However, customer conversations are not escalating to human agents.
You need to complete the configuration to resolve the issue.
Which two features should you configure? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Answer: A,B
NEW QUESTION # 117
You are customizing an Omnichannel for Customer Service implementation.
You need to configure the escalation process to a human agent.
Which three actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Answer: A,C,D
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent
NEW QUESTION # 118
You need to set up users with permissions to use the digital messaging channels.
Which role should you assign to each user? To answer, drag the appropriate roles to the correct groups of users. Each role 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.
Answer:
Explanation:
Explanation
Box 1: Omnichannel supervisor
Case managers schedule shifts and are a point of escalation.
Omnichannel supervisor: Required for performing supervisor tasks.
Businesses need to monitor and manage the efficiency levels of agents in their ongoing conversations with customers. The enhanced supervisor experience provides supervisors with timely insights and metrics on the efficiency of the service delivery of agents and opportunities to help agents deliver better support to customers.
In this enhancement to the supervisor experience in Omnichannel for Customer Service, supervisors can:
Drill down to specific agents and look at their operational metrics.
Manage agent availability remotely.
Box 2: Omnichannel agent
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.
Omnichannel agent: Required for performing agent tasks.
As an Omnichannel agent, you can use queues to manage the work items that are assigned to you via queues.
Therefore, you can focus on the tasks at hand and ensure better customer service. The application empowers you to work on simultaneous conversations with multiple customers. You get a holistic view of a customer's data and can see the details of the customer's previous interactions. In this way, you can be sure that you have all the available information that you might need to resolve the customer's issue.
Box 3: Productive tools user
Customer satisfaction representatives monitor all activity and ensure that there is a uniform process for all calls.
Productivity tools user: Required by users of Dynamics 365 Productivity Tools.
Agent productivity tools use intelligence and automation to enable agents to find answers to customer questions and help resolve customer issues quickly, thereby improving satisfaction in service delivery.
Incorrect:
Not Productivity tools administrator:
Productivity tools administrator: Required by administrator users of Dynamics 365 Productivity Tools.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-agent-overview
https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave1/dynamics365-customer-service/omnicha
https://docs.microsoft.com/en-us/dynamics365-release-plan/2021wave1/service/dynamics365-customer-service/a
Topic 1, Lamna HealthCare
Case study
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 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 button to return to the question.
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.
NEW QUESTION # 119
......
With the increasing marketization, the product experience marketing has been praised by the consumer market and the industry. Attract users interested in product marketing to know just the first step, the most important is to be designed to allow the user to try before buying the MB-230 study materials, so we provide free pre-sale experience to help users to better understand our products. The user only needs to submit his E-mail address and apply for free trial online, and our system will soon send free demonstration research materials of MB-230 Study Materials to download.
Exam Questions MB-230 Vce: https://www.passexamdumps.com/MB-230-valid-exam-dumps.html
P.S. Free & New MB-230 dumps are available on Google Drive shared by PassExamDumps: https://drive.google.com/open?id=1fw0nPB_1QP1nW8zOqKpHdgywx_2sRMvM