MB-230 Prüfungsfragen - MB-230 Exam Fragen

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Microsoft MB-230 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Manage entitlements and service level agreements (SLAs)15-19%- Implement SLAs
  • 1. Manage SLA calculations and pauses
    • 2. Configure SLA actions and warnings
      • 3. Define SLA KPIs and timelines
        - Configure entitlements
        • 1. Associate entitlements with customers and cases
          • 2. Define entitlement terms and restrictions
            Topic 2: Implement Microsoft Power Platform integration2-6%- Integrate Power Apps and Power Automate
            • 1. Connect Customer Service with other apps
              • 2. Create custom forms and workflows
                Topic 3: Manage cases and knowledge management51-55%- Create and manage cases
                • 1. Configure case types and statuses
                  • 2. Implement case routing and queues
                    • 3. Manage case hierarchies and relationships
                      - Configure Dynamics 365 Copilot for Service
                      - Implement knowledge management
                      • 1. Create and manage knowledge articles
                        • 2. Integrate knowledge with cases and portals
                          • 3. Configure knowledge search and recommendations
                            Topic 4: Implement Connected Customer Service2-6%- Set up IoT and field service integration
                            Topic 5: Implement Customer Service multi-session experience5-9%- Configure Customer Service workspace
                            • 1. Set up app profiles and session templates
                              • 2. Integrate channels and productivity tools
                                Topic 6: Manage analytics, visualizations, and insights5-9%- Implement Customer Voice surveys and feedback
                                - Create and manage dashboards and reports
                                • 1. Use out-of-box Customer Service reports
                                  • 2. Build custom dashboards and visualizations
                                    Topic 7: Implement routing and work distribution2-6%- Configure unified routing
                                    • 1. Set up workstreams and queues
                                      • 2. Define routing rules and decision trees
                                        Topic 8: Implement scheduling10-14%- Configure service scheduling
                                        • 1. Implement scheduling rules and availability
                                          • 2. Define service activities and requirements
                                            • 3. Set up resources and resource groups

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                                              MB-230 Exam Fragen - MB-230 Unterlage

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                                              Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 Prüfungsfragen mit Lösungen (Q193-Q198):

                                              193. Frage
                                              A service manager discovers a high number of cases in the agent queues. Cases are created manually but can be reassigned using a workflow or custom API.
                                              The manager needs to know whether cases are getting duplicated because of simultaneous case creation or simultaneous case assignment.
                                              You need to identify the number of cases that are created in each scenario.
                                              How many cases are created? To answer, drag the appropriate cases created options to the correct simultaneous actions. Each cases created option 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.

                                              Antwort:

                                              Begründung:

                                              Reference:
                                              https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases


                                              194. Frage
                                              You need to determine the type of queues to create.
                                              How should access to the queues be configured? To answer, select the appropriate options in the answer area.
                                              NOTE: Each correct selection is worth one point.

                                              Antwort:

                                              Begründung:

                                              Explanation:
                                              Box 1: Private
                                              Miscellaneous queues must be visible to everyone
                                              The other queues must be visible only to the appropriate department.
                                              In Customer Service, you can create two types of queues:
                                              Private queues: Create with limited set of members to help those members easily view the queue items in that queue. Private queues streamline queue items for the members of that queue only and help to remove clutter from other user's views.
                                              Public queues: Create to let everyone in the organization view the queue and all of its items.
                                              Box 2: Public
                                              Miscellaneous queues must be visible to everyone.
                                              Reference:
                                              https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases


                                              195. Frage
                                              A company uses Dynamics 365 Customer Service. The company plans to enable in-app notifications to improve agent productivity. Agents must be notified 15 minutes prior to any scheduled customer calls. The agents can dismiss the notification if needed. You need to enable the notification. Which notification type should you use?

                                              Antwort: D


                                              196. Frage
                                              You are working as a functional consultant for Dynamics 365 Customer Service. No changes have been made to security roles.
                                              You need to ensure that customer service representatives can process cases that have service-level agreements (SLAs) and entitlements. You must grant only the minimum privileges required.
                                              How should you configure security? To answer, select the appropriate options in the answer area.
                                              NOTE: Each correct selection is worth one point.

                                              Antwort:

                                              Begründung:

                                              Explanation
                                              Graphical user interface, text, application, chat or text message Description automatically generated

                                              Reference:
                                              https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements


                                              197. Frage
                                              A customer service manager needs a new business process flow to manage support for a product rollout for bicycles. There are two bicycle models: standard and high performance.
                                              Support representatives must be able to:
                                              Specify the model of the bicycle.
                                              Capture comments from customer support issues if the bicycle is the high-performance model.
                                              You need to create the business process flow.
                                              What should you configure for each requirement? To answer, select the appropriate options in the answer area.

                                              Antwort:

                                              Begründung:

                                              Explanation
                                              Box 1: Categories only
                                              Box 2: Categories and Subjects
                                              Note:
                                              * Using the Categories entity, you can create hierarchical categorical data to help group records. Categorizing entity records in Dynamics 365 Customer Service helps you tag the records so that you can easily search them.
                                              Use the entity to create and manage a logical structure of categories in Dynamics 365 Customer Service, and then associate entity records to one or more categories.
                                              Categories are useful for reporting, sorting, segmenting, and categorization of records.
                                              * The customer engagement apps (Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, Dynamics 365 Marketing, and Dynamics 365 Project Service Automation), include a subject organizational structure that lets you mark and categorize service cases, knowledge base articles, products, and sales literature. By using the subject hierarchy, you can classify service cases to quickly provide service to your customer. You can also provide the appropriate sales literature. You'll also be able to better understand gaps in your sales literature, evaluate service quality by subject area, and improve reporting on the performance of your products.
                                              Reference:
                                              https://docs.microsoft.com/en-us/dynamics365/customer-service/create-manage-categories
                                              https://docs.microsoft.com/en-us/power-platform/admin/define-subjects-categorize-cases-products-articles


                                              198. Frage
                                              ......

                                              MB-230 ist eine der Microsoft Zertifizierungsprüfungen. IT-Fachmann mit Microsoft Zertifikat sind sehr beliebt in der IT-Branche. Deshalb legen imme mehr Leute die MB-230 Zertifizierungsprüfung. Jedoch ist es nicht so einfach, die Microsoft MB-230 Zertifizierungsprüfung zu bestehen. Wenn Sie nicht an den entprechenden Kursen teilnehmen, brauchen Sie viel Zeit und Energie, sich auf die Prüfung vorzubereiten. Nun kann Fast2test Ihnen viel Zeit und Energie ersparen.

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