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| Section | Objectives |
|---|---|
| Manage service level agreements (SLAs) and entitlements | - SLAs configuration
|
| Manage cases and knowledge | - Knowledge management
|
| Analyze and improve customer service insights | - Reporting and dashboards
|
| Configure Dynamics 365 Customer Service | - Manage cases and queues
|
| Implement omnichannel for customer service | - Omnichannel setup
|
Tech4ExamのMB-230トレーニングテストの利点の1つは、無料の販売前体験をユーザーに提供できることです。MB-230学習資料ページはサンプルの質問モジュールを提供します。 Microsoft購入する前に、ユーザーはさらにMB-230のMicrosoft Dynamics 365 Customer Service Functional Consultant試験準備を使用します。 同時に、提供するサンプルユーザーがPDFデモを無料でダウンロードできる方が便利なため、販売前の体験は他に類を見ません。 そのため、MB-230学習教材の効率性を把握し、間違いなく選択することを決定できます。
質問 # 195
You manage Dynamics 365 Customer Service. You have a routing rule set namedCustomerResolutionthat assigns general inquiry cases to a queue namedGeneralInquiry.
You need to assign technical support cases to a queue namedTechSupport.
Which four 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.
正解：
解説：
Explanation
Graphical user interface, text, application, email Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-cases
質問 # 196
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 Service activity, and then select the queue.
Does the solution meet the goal?
正解：A
解説：
Topic 1, Lamna HealthCare
Current environment. Services
Lamna provides two types of appointments: wellness and sick. A doctor and a nurse are scheduled for each sick appointment. A doctor or a nurse are scheduled for wellness appointments.
Current environment. Employees
General
Employees are located in the Pacific and Eastern time zones.
Case representatives
Case representatives handle incoming calls, provide information to patients for appointments, and schedule follow-up calls with doctors. Case representatives can also help with people who want to chat online.
All case representatives work eight-hour shifts. Case representatives typically focus on cases that involve one type of illness. The case representatives may back up others when call volumes are large.
Several case representatives speak both Spanish and English. The only company holidays the case representatives have off are New Year's Eve day and New Year's Day.
Customer satisfaction and escalation
Customer satisfaction representatives monitor all activity and ensure that there is a uniform process for all calls. Case managers schedule shifts and are a point of escalation.
Requirements. System and resources
Each employee must use the system.
Case managers must be users in the system but must not be available for the scheduling rotation or manually assigned.
Patients must be offered at least three alternative times to schedule an appointment.
Requirements. Cases
The system must support live chats, texting, and Twitter.
Case representatives must be able to chat, text, and tweet without exiting the system they use to track calls.
Case representatives must be able to chat live only with customers whose calls are routed or assigned to them.
Managers must be able to monitor all communication as well as add or delete quick replies.
Customer satisfaction representatives must be able to read agent scripts and workflows.
A live chat must pop up each time someone fills out the form to register for an appointment. The live chat must automatically be sent to the case representative who is best qualified to answer the question.
There are two type of queues: regular and escalated.
Tickets must be routed to the most qualified representative for the illness.
Tickets assigned to a representative must be automatically placed in that representative's queue.
Requirements. Chat escalation process
Each division must have one manager for escalations.
Patients who request an escalation from the website must automatically be routed to a chatbot. The patient will answer predefined questions and will be alerted that someone will call them back. Chat transcripts must be sent to the appropriate manager.
Only escalations must go to the chat bot.
You must create two types of Omnichannel queues: regular and escalated.
Only managers must be able to access the Omnichannel Insights dashboard.
Requirements. Managers
Managers must be able to review weekly productivity reports for representatives by using Omnichannel Insights dashboards.
Managers must be able to monitor patient moods during patients' conversations with representatives.
Managers must be able to determine whether a patient is feeling negative during a live chat with a representative.
Requirements. Appointments
Representatives must be able to schedule appointments and see everyone's free/busy time during their scheduled working hours.
Appointments must be scheduled by representatives in open time slots for nurses and doctors.
Nurses and doctors must be booked for 30-minute time slots.
Patients must be offered at least three alternative times to schedule an appointment.
Requirements. Analytics
You must implement Customer Insights to keep track of how well representatives are managing customers' requests.
Analytics must be viewable only in the production environment.
You must ensure that only escalation managers can create workspaces and control access to workspaces Case representatives must be rated on knowledge of their primary specialty and their backup specialty.
Case representatives must only be able to view workspaces.
Managers must be able to review dashboards in the Chat channel to ensure that case representatives are meeting their objectives.
質問 # 197
A customer's entitlement is not available to assign to a case.
You need to determine the cause of the customer's issue.
What are two possible reasons for the issue? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
正解：A、D
解説：
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer
質問 # 198
You are a Dynamics 365 Customer Service administrator.
You must track issues submitted by customers.
You need to configure case settings for the Service Management module.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
正解：
解説：
Explanation:
Graphical user interface, text, application Description automatically generated
質問 # 199
You need to add the confirmation step for cases.
What should you edit?
正解：D
解説：
A confirmation section must be added before the resolve section.
Example: Add an on-demand action to a business process flow.
The Dynamics 365 (online), version 9.0 update introduces a business process flow feature: business process flow automation with Action Steps. You can add a button to a business process flow that will trigger an action or workflow.
Reference:
https://docs.microsoft.com/en-us/power-automate/create-business-process-flow#add-an-on-demand-action-to-a-b
質問 # 200
......
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