MB-230시험합격, MB-230최고품질덤프데모다운

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Microsoft MB-230 Exam Syllabus Topics:

Section	Weight	Objectives
Implement Microsoft Power Platform integration	2-6%	- Integrate Power Apps and Power Automate 1. Connect Customer Service with other apps 2. Create custom forms and workflows
Implement Connected Customer Service	2-6%	- Set up IoT and field service integration
Manage entitlements and service level agreements (SLAs)	15-19%	- Configure entitlements 1. Define entitlement terms and restrictions 2. Associate entitlements with customers and cases - Implement SLAs 1. Define SLA KPIs and timelines 2. Manage SLA calculations and pauses 3. Configure SLA actions and warnings
Manage analytics, visualizations, and insights	5-9%	- Create and manage dashboards and reports 1. Build custom dashboards and visualizations 2. Use out-of-box Customer Service reports - Implement Customer Voice surveys and feedback
Implement scheduling	10-14%	- Configure service scheduling 1. Implement scheduling rules and availability 2. Set up resources and resource groups 3. Define service activities and requirements
Implement routing and work distribution	2-6%	- Configure unified routing 1. Define routing rules and decision trees 2. Set up workstreams and queues
Manage cases and knowledge management	51-55%	- Configure Dynamics 365 Copilot for Service - Create and manage cases 1. Manage case hierarchies and relationships 2. Configure case types and statuses 3. Implement case routing and queues - Implement knowledge management 1. Integrate knowledge with cases and portals 2. Create and manage knowledge articles 3. Configure knowledge search and recommendations
Implement Customer Service multi-session experience	5-9%	- Configure Customer Service workspace 1. Set up app profiles and session templates 2. Integrate channels and productivity tools

>> MB-230시험합격 <<

MB-230시험합격 덤프데모문제

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최신 Microsoft Dynamics 365 MB-230 무료샘플문제 (Q33-Q38):

질문 # 33
Drag and Drop Question
A contact center supervisor requires operations metrics by channel and sentiment analysis.
You need to install the Omnichannel Insights dashboard for the company.
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.
NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.

정답：

설명：

질문 # 34
You are implementing Omnichannel for Customer Service for a call center.
The call center's requirements for the implementation are as follows:
* When a new chat conversation is started, the Customer Summary and New Case form tabs must be open.
* The Customer Summary tab must be the primary tab during the conversation.
* Agents must be able to close the New Case form tab.
* Agents must not be able to close the Customer Summary tab.
You need to configure the tabs.
Which configuration should you use for each tab? To answer, drag the appropriate types of account information to the correct SMS channel provider. Each type of account information 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.
NOTE: Each correct selection is worth one point.

정답：

설명：

Explanation:
Graphical user interface, text, application Description automatically generated

질문 # 35
Drag and Drop Question
You are customizing a Dynamics 365 for Customer Service implementation.
The call center manager requires a visual representation that includes the number of resolved cases by month for each call center agent. The chart must be visible to all users within the service area.
You need to create the chart.
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.

정답：

설명：

질문 # 36
A company is implementing Omnichannel for Customer Service.
The company plans to release a new product in the following markets: Germany, Spain, and France.
Before the product launches, one agent from each country/region will receive training on the new product.
The agents are included as part of a new team for the product. Each agent is part of a team specific to the country/region that they serve.
Inquiries about the new product must be routed as follows:
1. Route inquiries to an agent who knows the new product and is fluent in the language of the caller.
2. Route inquiries to an agent who knows the new product but speaks only a bit of the language of the caller.
3. Route inquiries to an agent who speaks all caller languages but does not know the new product.
You need to configure the system.
Which feature should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

정답：

설명：

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/setup-skills-assign-agents

질문 # 37
You release an item from a queue.
What is the outcome?

A. The current routing rule is applied.
B. The record is returned to the originating queue.
C. The value from the Worked By field is removed.
D. The record is removed from the current queue and placed in the user's personal queue.

정답：B

설명：

질문 # 38
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