MB-230熱門認證，MB-230熱門考古題

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Microsoft MB-230 Exam Syllabus Topics:

SectionObjectives
Analyze and improve customer service insights- Reporting and dashboards
  • 1. Use analytics in Customer Service
    Configure Dynamics 365 Customer Service- Configure customer service applications
    • 1. Set up Dynamics 365 Customer Service app
      • 2. Configure basic system settings
        - Manage cases and queues
        • 1. Queue configuration and routing
          • 2. Case lifecycle management
            Manage cases and knowledge- Knowledge management
            • 1. Search and knowledge usage
              • 2. Knowledge articles creation and lifecycle
                - Case management
                • 1. Create and resolve cases
                  • 2. Automate case routing
                    Manage service level agreements (SLAs) and entitlements- Entitlements
                    • 1. Create and manage entitlements
                      - SLAs configuration
                      • 1. Track SLA compliance
                        • 2. Define SLA KPIs
                          Implement omnichannel for customer service- Omnichannel setup
                          • 1. Routing and work distribution
                            • 2. Chat, voice, and messaging configuration

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                              最新的 Microsoft Dynamics 365 MB-230 免費考試真題 (Q295-Q300):

                              問題 #295
                              You need to configure the options for the schedule.
                              Which options should you configure? To answer, select the appropriate options in the answer area.
                              NOTE: Each correct selection is worth one point.

                              答案：

                              解題說明：

                              Explanation
                              Graphical user interface, text, application Description automatically generated

                              Reference:
                              https://docs.microsoft.com/en-us/dynamics365/customer-service/resources-service-scheduling


                              問題 #296
                              You are a customer service representative using Dynamics 365 Customer Service Hub.
                              You need to link the knowledge base records that relate to cases and send articles to customers.
                              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 them correct order.

                              答案：

                              解題說明：

                              Explanation:


                              問題 #297
                              You are creating a Power Virtual Agents chatbot to handle common customer inquiries.
                              A manager reports that some inquiries are not routing to the appropriate customer service representatives. You observe that one node is inactive.
                              You need to determine why the node is inactive.
                              What should you use?

                              答案：A

                              解題說明：
                              Reference:
                              https://docs.microsoft.com/en-us/power-virtual-agents/authoring-topic-management


                              問題 #298
                              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.

                              答案：

                              解題說明：

                              Reference:
                              https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-holidayschedule


                              問題 #299
                              A company has a Dynamics 365 Customer Service implementation that uses the voice channel feature.
                              Supervisors need to review reports to see how the representatives are performing on the following metrics:
                              * Percentage of calls that are answered within 30 seconds in the previous four hours.
                              * Number of calls that are rejected by each representative in the previous four hours.
                              You need to change the configuration of reports to ensure that they default to the requirements.
                              Which reports should you configure? To answer, drag the appropriate reports to the correct metrics. Each report 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.

                              答案：

                              解題說明：

                              Explanation


                              問題 #300
                              ......

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