MB-230題庫最新資訊 | Microsoft Dynamics 365 Customer Service Functional Consultant的便捷資料

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Microsoft MB-230 Exam Syllabus Topics:

SectionObjectives
Topic 1: Manage service level agreements (SLAs) and entitlements- Entitlements
  • 1. Create and manage entitlements
    - SLAs configuration
    • 1. Define SLA KPIs
      • 2. Track SLA compliance
        Topic 2: Configure Dynamics 365 Customer Service- Manage cases and queues
        • 1. Case lifecycle management
          • 2. Queue configuration and routing
            - Configure customer service applications
            • 1. Set up Dynamics 365 Customer Service app
              • 2. Configure basic system settings
                Topic 3: Manage cases and knowledge- Case management
                • 1. Automate case routing
                  • 2. Create and resolve cases
                    - Knowledge management
                    • 1. Search and knowledge usage
                      • 2. Knowledge articles creation and lifecycle
                        Topic 4: Analyze and improve customer service insights- Reporting and dashboards
                        • 1. Use analytics in Customer Service
                          Topic 5: Implement omnichannel for customer service- Omnichannel setup
                          • 1. Chat, voice, and messaging configuration
                            • 2. Routing and work distribution

                              >> MB-230題庫最新資訊 <<

                              Microsoft MB-230熱門考題 - MB-230證照考試

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                              最新的 Microsoft Dynamics 365 MB-230 免費考試真題 (Q26-Q31):

                              問題 #26
                              You are an Omnichannel supervisor for a company.
                              The manager wants to improve response times and customer satisfaction.
                              You need to configure Omnichannel queues using standard functionality.
                              Which capabilities should you enable? 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


                              問題 #27
                              A company uses Dynamics 365 Customer Service with loT devices.
                              A user with permissions set to use the Customer Service app attempts to connect an loT device. The user receives an error that states they are not authorized to add this device.
                              You need ensure that the user can add the device. You must use the principle of least privileged access.
                              Which two roles should you assign to the user? Each correct answer presents part of the solution NOTE: Each correct selection is worth one point.

                              答案：A,C


                              問題 #28
                              A company uses Dynamics 365 Customer Service.
                              A user is configuring loT devices to record specific types of information, such as temperature, humidity, and air flow. Several types of devices require configuration for pre-set commands and ease of administration.
                              You need to configure the devices to generate the correct recordings.
                              NOTE: Each correct selection is worth one point.

                              答案：

                              解題說明：

                              Explanation


                              問題 #29
                              You are a Dynamics 365 for Customer Service administrator.
                              Your company provides standard support contracts for 20 hours of email support. Phone is offered as a premium service in allotments of 10 incidents.
                              You need to set up an entitlement template for the standard support.
                              What should you configure?

                              答案：C


                              問題 #30
                              You are an Omnichannel supervisor for an inbound call center.
                              The call center's customer service rating has decreased over the past few months.
                              You need to enable analysis to view real-time customer sentiment.
                              In which configuration area should you enable each requirement? 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, chat or text message Description automatically generated


                              問題 #31
                              ......

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