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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Manage entitlements and SLAs | 15% | - Create and manage entitlements
|
| Topic 2: Implement multi-session experiences for Customer Service | 20% | - Configure the Customer Service workspace
|
| Topic 3: Manage analytics, visualizations, and insights | 10% | - Manage insights
|
| Topic 4: Implement scheduling | 5% | - Manage services
|
| Topic 5: Manage cases and Knowledge Management | 20% | - Create and manage cases
|
| Topic 6: Implement routing | 10% | - Manage queues and routing
|
| Topic 7: Implement Microsoft Power Platform | 10% | - Configure Power Automate
|
| Topic 8: Implement Connected Customer Service | 10% | - Configure IoT integration
|
The PDF format is designed to use on laptops, tablets, and smartphones. It is an ideal format to prepare for the Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) certification exam anywhere anytime. The customers can even store the MB-230 Practice Test material in the form of printed notes because the PDF file is printable.
NEW QUESTION # 303
A client wants to use the knowledge base in Dynamics 365 Customer Service.
You need to identify the state of a knowledge base article when an event occurs.
What are the states of the articles? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Box 1: Review
Review - The draft version of the article is sent to reviewers to approve or reject.
Mark a knowledge article for review
To ensure that the content you've created is accurate, have someone review it.
You can mark an article for review or directly assign it to a specific person or queue. When you mark an article for review, it starts appearing in the knowledge manager's dashboard. The knowledge manager can then assign the article to specific team members or a queue for review.
Box 2: Published
When you approve the content of an article, it means that the content is ready to be consumed by other customer service reps, and also ready to be published.
On the Business process bar, in the Review stage, in the Review field, select Approve.
The article is now ready to be published.
Box 3: Draft
Draft - The article is in the process of being created.
Note: A versioned knowledge article in the Draft state can be modified only by the author or reviser with the contribute access to the knowledge base, owner of a knowledge base, users with the admin and knowledge_admin role, and ownership group members, if ownership group is added to the article.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledge-ar
NEW QUESTION # 304
You are a Dynamics 365 for Customer Service administrator.
You need to categorize activities and cases by using queues.
How should you categorize each record? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 305
You are a Dynamics 365 Customer Service administrator.
You create a new entity named Root Cause Escalation. Queues must be used for new Root Cause Escalation records. The records must be automatically assigned to the record owner's default queue when a record is created.
You need to implement the proper functionality to meet the requirements.
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:
1 - Navigate to the Root Cause Escalation entity in Customizations
2 - Set the field named Queues to a value of True on the Root Cause Escalation entity
3 - Set the field Automatically move records to the owner's default....
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/enable-entities-for-queues
NEW QUESTION # 306
A company uses Dynamics 365 Customer Service to provide product support to customers. Only employees are included in the company's Azure Active Directory.
You need to configure the system to meet the following requirements. You must minimize the effort required to complete any required configuration tasks.
Create a website for external customers to open support tickets and see the status of open issues.
Ensure that customers are set up to use this website.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Box 1: Create a portal by using the Customer self-service template
Create a website for external customers to open support tickets and see the status of open issues.
The Customer portal is a Power Apps portals template that lets companies create an externally facing business-to-business (B2B) website for scenarios that are related to sales order processing.
Customer self-service portal: A customer self-service portal enables customers to access self-service knowledge, support resources, view the progress of their cases, and provide feedback.
Its powerful self-service functionality guides customers to the answers they seek without human intervention or by connecting them to your most qualified agent for the task if the issue can't be resolved client-side autonomously.
Box 2: Ensure that all customers have an account record.
Ensure that customers are set up to use this website.
Note: Using the standard functionality, if I login to the Customer Service Portal I can create a new case linked either to myself as a Contact or to my related company as an Account (assuming that the Account is specificed on my contact record in Dynamics 365 CE).
Reference:
https://docs.microsoft.com/en-us/power-apps/maker/portals/portal-templates
https://docs.microsoft.com/en-us/dynamics365/supply-chain/sales-marketing/customer-portal-overview
https://readyxrm.blog/2019/07/04/dynamics-365-customer-self-service-powerapps-portals-creating-a-case-on-be
NEW QUESTION # 307
A company creates a single-page Power BI visualization to show how a Power Virtual Agents chatbot is performing.
Users must be able to navigate to the charts from anywhere within the Customer Service workspace.
You need to add the Power BI information to the Customer Service workspace app.
Which five 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
Table Description automatically generated
Step 1: Navigate to the maker portal and create a new solution.
Step 2: Select Add Existing and then select Dasbhoard.
Step 3: Select Power BI Report for type. Enter the Power BI workspace and Power BI report values.
Note: Get the embedding parameter values
To embed your content, you need to obtain certain parameter values. The table below shows the required values, and indicates if they're applicable to the service principal authentication method, the master user authentication method, or both.
Before you embed your content, make sure you have all the values listed below. Some of the values will differ, depending on the authentication method you're using.
Table Description automatically generated
Step 4: Edit the sitemap, add a new subarea, and add the Power BI page information to the properties of the subarea Edit the default site map Your environment comes with a default site map. This site map is supported for both custom business apps and Dynamics 365 for Outlook.
* In the Dynamics 365 - custom app, go to Settings > Customizations.
* Select Customize the System.
* In the solution window, under Components, select Client Extensions.
* Double-click to select the site map that has the display name Site Map and is in a Managed state. You can also select the site map, and then on the toolbar, select Edit.
* The site map opens in the site map designer.
* Add an area to the site map.
* Add a group to the site map.
* Add a subarea to a group in the site map.
* Select Save.
* Select Publish.
Step 5: Save and publish the customization
Reference:
https://docs.microsoft.com/en-us/power-bi/developer/embedded/embed-sample-for-customers
NEW QUESTION # 308
......
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