BTW, DOWNLOAD part of TorrentValid MB-230 dumps from Cloud Storage: https://drive.google.com/open?id=1tql_JD7IFrHh-Qvw89wxx7tJmFLq2Lft
You may feel astonished and doubtful about this figure; but we do make our MB-230 exam dumps well received by most customers. Better still, the 98-99% pass rate has helped most of the candidates get the certification successfully, which is far beyond that of others in this field. In recent years, supported by our professional expert team, our MB-230 test braindumps have grown up and have made huge progress. We pay emphasis on variety of situations and adopt corresponding methods to deal with. More successful cases of passing the MB-230 Exam can be found and can prove our powerful strength. As a matter of fact, since the establishment, we have won wonderful feedback and ceaseless business, continuously working on developing our MB-230 test prep. We have been specializing MB-230 exam dumps many years and have a great deal of long-term old clients, and we would like to be a reliable cooperator on your learning path and in your further development.
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implement Connected Customer Service | 10% | - Configure IoT integration
|
| Topic 2: Implement multi-session experiences for Customer Service | 20% | - Configure and manage Omnichannel
|
| Topic 3: Manage entitlements and SLAs | 15% | - Create and manage SLAs
|
| Topic 4: Implement Microsoft Power Platform | 10% | - Configure Power Virtual Agents
|
| Topic 5: Manage cases and Knowledge Management | 20% | - Manage Knowledge Management
|
| Topic 6: Manage analytics, visualizations, and insights | 10% | - Configure Customer Service Insights
|
| Topic 7: Implement scheduling | 5% | - Manage services
|
| Topic 8: Implement routing | 10% | - Manage queues and routing
|
>> MB-230 Valid Exam Format <<
MB-230 practice questions are stable and reliable exam questions provider for person who need them for their exam. We have been staying and growing in the market for a long time, and we will be here all the time, because the excellent quality and high pass rate of our MB-230 training braindump. As for the safe environment and effective product, there are thousands of candidates are willing to choose our MB-230 study guide, why don’t you have a try for our MB-230 study material, never let you down!
NEW QUESTION # 22
You need to configure each escalation scenario.
Which configuration should you use for each scenario? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent
NEW QUESTION # 23
Case Study 5 - Fourth Coffee
Background
You are the technology manager for Fourth Coffee. The company sells 20 types of coffees and five types of digital coffee makers.
Fourth Coffee uses Dynamics 365 Customer Service with Omnichannel for Customer Service.
Current environment
Queues
The company uses queues to service different types of customers. Each type of customer corresponds to one of the following queues:
- New customers
- Repeat customers
- Subscribers to the coffee of the month club
The company has a separate queue to manage customers who have coffee maker issues.
Current environment
Employees
The company has 50 call representatives across five call centers. Each representative can address five calls simultaneously. Overflow calls are transferred to the back office.
- The company uses two levels of representatives to help customers with coffee purchases: entry level and specialists.
- Supervisors monitor chats and live phone calls.
Requirements
Employees
Call representatives must be able to answer requests from phone calls, SMS messages, and chat. A ticket must be opened for each request.
Specialists must be assigned to coffee maker calls.
Specific representatives require a Dynamics 365 Customer Service workspace to perform the following activities:
- Open an assigned record in a new workspace tab.
- Use a predefined email template when representatives send an email.
- The system must notify supervisors when customers in a live session
express negative feedback about a service or product.
Requirements
Configuration
- If a customer starts a chat during non-working business hours, the
first representative that signs into the system must answer the chat;
the customer must be able to continue the chat at any time.
- Chat sessions must start only when the customer selects the chat
icon. Chat must only be available for reorders and coffee maker
repairs.
- Subscribers and new orders must always go to a live representative
unless the subscriber chooses the chat icon.
Customers must be able to download a separate app to their phone or tablet for ordering coffee.
The app must include only the customer's name, address, phone number, and issue information.
Requirements
Support
The solution must provide the following website features for external customers:
- Provide support to submit issues.
- Ensure they can log in.
The chatbot must have an option to allow users to escalate a conversation to a live representative.
Live representatives must be able to send a customer back to the chatbot.
Requirements
Distribution of calls
- Live chat must be available for cases.
- Cases that are escalated must be distributed to the next available
agent.
- All other cases must wait for an agent to pick up the case.
- All work must be distributed evenly with no other conditions.
- The number of workstreams and routing rules must be minimized.
- Spanish-speaking customers must be sent to representatives who speak
Spanish fluently.
- Tickets must be routed to the most qualified representative for the
type of issue reported.
- All representatives must be rated on their specialty knowledge and
backup specialty.
Requirements
Device telemetry
The solution must support the following:
- Remotely monitor coffee makers and contact a technician to help
customers with coffee maker support contracts.
- Provide a place for IoT messages to flow to the device and back to
the IoT hub.
- Automatically review messages from coffee makers and open a case when the system indicates an error with a coffee maker.
- Provide a place for the company technology to securely connect
virtually with the coffee maker customer.
Requirements
Customers
- Customers must be able to sign into an external portal.
- Customers must be able to view their cases and case status
information.
- Security must be as restrictive as possible.
Requirements
Surveys
The survey must include the following with minimum development effort:
- A list of questions that rate the service as poor, average, or great
- A question that rates whether the customer would recommend the
company
- A question that asks if the customer would like to escalate a case
o If yes, the survey must collect an email address and phone number for the customer.
o If no, another set of questions asking about open issue details must
display.
The solution must meet the following survey distribution requirements:
- Each survey must be standardized to include the company logo and
colors.
- Surveys must be sent out after each ticket closes.
- Quarterly surveys must be sent out to those customers who rated the
company poorly.
- Customer surveys must be available in several languages to support
global distribution.
Hotspot Question
You need to configure the system to meet the requirements for external access and the portal.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 24
You are creating surveys for Voice of the Customer (VoC).
You need to configure VoC to ensure that recipients can unsubscribe to surveys.
Which two survey features should you use? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
Answer: B,C
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey#add-the-unsubscribe-option-to-a-survey
NEW QUESTION # 25
You are a Dynamics 365 for Customer Service administrator.
You must track time against enhanced service-level agreements (SLAs).
You need to add a timer.
Which three 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:
Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/add-timer-forms- tracktime-against-enhanced-sla
NEW QUESTION # 26
You are implementing Omnichannel for Customer Service for a company.
The company has the following requirements:
The Knowledgebase article search tab must open when a new chat conversation begins.
The Chat Session template must be in expanded mode for the agents.
You need to complete the implementation to meet the requirements.
Which configuration should you use for each requirement? To answer, select the appropriate options in the answer area.
Answer:
Explanation:
Explanation
Box 1: Docked
Communication panel mode - Select the default mode of the panel when a session is started. Choose one of the following:
Docked: The panel will be in expanded mode.
Minimized: The panel will be in minimized mode.
Hidden: The panel will be hidden.
Box 2: Entity Search
Manage application tab templates, Search, The following parameters are available for the entity search page type.
searchType - Define to use Relevance search or Categorized search.
searchText - Define the string you want to search.
Reference:
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/session-templates
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/application-tab-templates
NEW QUESTION # 27
......
Choosing our Microsoft vce dumps means you can closer to success. We have rich experienced in the real questions of MB-230 actual test. Our MB-230 vce files are affordable, latest and best quality with detailed answers and explanations, which can overcome the difficulty of real exam. You will save lots of time and money with our MB-230 Braindumps Torrent.
Authorized MB-230 Certification: https://www.torrentvalid.com/MB-230-valid-braindumps-torrent.html
BONUS!!! Download part of TorrentValid MB-230 dumps for free: https://drive.google.com/open?id=1tql_JD7IFrHh-Qvw89wxx7tJmFLq2Lft