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Additionally, the web-based Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) practice test works on all operating systems such as Windows, iOS, Android, and Linux, providing flexibility to users. Browsers including MS Edge, Internet Explorer, Safari, Opera, Chrome, and Firefox also support the online version of the Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) practice exam. Features we have discussed in the above section of the TestPassKing Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) practice test software are present in the online format as well. But the web-based version of the MB-230 practice exam requires a continuous internet connection.
| Section | Objectives |
|---|---|
| Manage service level agreements (SLAs) and entitlements | - SLAs configuration
|
| Configure Dynamics 365 Customer Service | - Manage cases and queues
|
| Implement omnichannel for customer service | - Omnichannel setup
|
| Manage cases and knowledge | - Case management
|
| Analyze and improve customer service insights | - Reporting and dashboards
|
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NEW QUESTION # 238
You are customizing a Dynamics 365 Customer Service implementation for a call center.
The call center wants to enable SMS as a channel for the customer service department.
You need to complete the SMS channel configuration.
Which account information should you use for each provider? 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.
Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel-twilio
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel
NEW QUESTION # 239
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd.
You need to automatically create cases from emails sent to the support@contoso.com email address.
Solution: Create an automatic record creation and update rule. Set the Source type to Email, and then select the queue. Configure autoresponse settings.
Does the solution meet the goal?
Answer: B
Explanation:
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/automatically- create-case-from-email
NEW QUESTION # 240
You are implementing Omnichannel for Customer Service.
The customer service supervisor wants to change one of the intraday KPI calculation methods.
You need to modify the supervisor dashboard with the new KPI.
Which tool should you use?
Answer: B
Explanation:
https://learn.microsoft.com/en-us/dynamics365/customer-service/configure-intraday-dashboard- supervisor#configure-customized-intraday-insights-reports
NEW QUESTION # 241
You are a Dynamics 365 system administrator.
The customer service desk needs to be able to apply service level agreements (SLAs) on demand to customers that do not have SLAs.
You need to determine how SLAs on demand can be assigned.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
Answer: B,E
Explanation:
Explanation
Apply SLAs on demand.
With the enhancements made to SLAs, you can now apply SLAs to records manually. You can also automatically apply SLAs to records based on your business logic by using workflows or custom plug-ins.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements
Topic 4, Lamna Healthcare Company (NEW)
Case study
This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.
To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.
At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.
To start the case study
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.
Background
Lamna Healthcare Company has a call center for the city. They receive roughly 5,000 calls a day on health issues.
They have the following three departments that take calls daily:
Chronic illnesses
Flu-type illnesses
Geriatric illnesses
There is a fourth area that monitors for miscellaneous issues.
They are implementing Dynamics 365 Customer Service.
Requirements. Queues
A queue has to be set up for each department.
Emails must automatically be routed to the appropriate queue.
Miscellaneous queues must be visible to everyone.
The other queues must be visible only to the appropriate department.
If a case is open more than 30 days, the case must automatically be routed to the supervisor.
There must be a button on the queue list screen to route a case to a supervisor if requested.
Requirements. Visualizations
Support representatives must have a real-time view of cases assigned to them, including the status of each case.
Support representatives must be able to see a graphic view of cases by customer that are assigned to them.
Requirements. Knowledge Base
Support representatives must use the knowledge base first to try to solve issues.
Support representatives must be able to reference the knowledge base when it is used to resolve the case.
The knowledge base article that is used to resolve a case must always be sent to the customer.
If the answer is not in the knowledge base, a support representative needs to create a knowledge base article.
Requirements. Cases
The cases must follow a process that includes identify, research, and resolve.
A confirmation section must be added before the resolve section.
Customers must have contracts that allow them to call Lamna Healthcare 10 times a year for help.
In addition to the 10 free calls, customers must be able to send 15 emails a year for support.
Cases that come in as phone calls must be resolved with seven business days.
Cases that come in as emails must be resolved within three business days.
Requirements. Surveys
Lamna Healthcare sends out about 100,000 surveys a month.
Lamna must use Microsoft Forms Pro for their surveys.
All surveys must have the company logo.
The logo's company colors must not be changed. Any modifications to the graphic or colors is a breach of company policies.
A survey must automatically be sent once a case is resolved.
A manual survey must be sent if a case is escalated.
A survey must not be sent without confirming that it is accurate.
Supervisors must test a survey before it is finalized.
NEW QUESTION # 242
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.
Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/resources-service-scheduling
NEW QUESTION # 243
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