What's more, part of that ExamsLabs MB-230 dumps now are free: https://drive.google.com/open?id=1_zwfBwg8MOcT0x1xr6i_7Bl22JJXBpLH
Perhaps you still have doubts about our MB-230 study tool. You can contact other buyers to confirm. Our company always regards quality as the most important things. The pursuit of quantity is meaningless. Our company positively accepts annual official quality inspection. All of our MB-230 real exam dumps have passed the official inspection every year. Our study materials are completely reliable and responsible for all customers. The development process of our study materials is strict. We will never carry out the MB-230 Real Exam dumps that are under researching. All MB-230 study tool that can be sold to customers are mature products. We are not chasing for enormous economic benefits. As for a company, we are willing to assume more social responsibility.
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implement scheduling | 10-14% | - Configure service scheduling
|
| Topic 2: Manage analytics, visualizations, and insights | 5-9% | - Create and manage dashboards and reports
|
| Topic 3: Implement Connected Customer Service | 2-6% | - Set up IoT and field service integration |
| Topic 4: Implement routing and work distribution | 2-6% | - Configure unified routing
|
| Topic 5: Manage entitlements and service level agreements (SLAs) | 15-19% | - Implement SLAs
|
| Topic 6: Manage cases and knowledge management | 51-55% | - Create and manage cases
|
| Topic 7: Implement Microsoft Power Platform integration | 2-6% | - Integrate Power Apps and Power Automate
|
| Topic 8: Implement Customer Service multi-session experience | 5-9% | - Configure Customer Service workspace
|
>> Valid MB-230 Test Online <<
It is not a time to get scared of taking any difficult certification exam such as MB-230. The excellent study guides, practice questions and answers and dumps offered by ExamsLabs are your real strength to take the test with confidence and pass it without facing any difficulty. Passing an MB-230 exam rewards you in the form of best career opportunities. A profile rich with relevant credentials opens up a number of career slots in major enterprises. ExamsLabs's MB-230 Questions and answers based study material guarantees you career heights by helping you pass as many exams as you want.
NEW QUESTION # 163
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 # 164
You are a Dynamics 365 for Customer Service system administrator.
You need to create service-level agreements (SLAs) to meet company requirements.
What SLA types should you use? To answer, drag the appropriate SLA types to the correct requirements. Each SLA type 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:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-levelagree
NEW QUESTION # 165
You are a Dynamics 365 for Customer Service administrator. You are using Voice of the Customer and are reviewing survey A survey responder marked 10 percent for overall satisfaction.
You need to ask additional questions based on the response.
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.
Answer:
Explanation:
1 - Create a new response routing
2 - Add a response condition and the question for which you want to create a rule
3 - Select values for the Operator, Comparison Value, and Answer fields.
4 - Add a response action and scope
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey
NEW QUESTION # 166
Case Study 1 - Humongous Insurance
Background
Humongous Insurance is contracted to process all insurance claims for a health facility that accepts the following types of health insurance:
Health maintenance organization (HMO)
Preferred-provider organization (PPO)
Gold
Cases are classified as new claims, claim disputes, and follow-ups. Each insured person is entitled to open 25 new cases each calendar year.
Support representatives specialize by and process claims by insurance type.
Humongous Insurance currently accepts claims only by telephone. The call center is open from
06:00 GMT to 24:00 GMT daily. Call center staff work one of the following shifts: 06:00 GMT to
12:00 GMT, 12:00 GMT to 18:00 GMT, and 18:00 GMT to 24:00 GMT.
When a case is received by email, a staff member categorizes the case as email and closes the case immediately.
Current environment
Humongous Insurance has three departments to handle claim types: HMO, PPO, and Gold.
The company uses handwritten forms to send claims information to the correct department.
Each department maintains a workbook to record calls received.
Requirements. Support desk
Configure the system to track the number of insurance claims filed each year.
Categorize claims by type as they are opened.
Configure the system to track staff responsiveness to service-level agreements (SLAs).
Ensure that business hours reflect the hours that support staff are scheduled.
Requirements. Case handling
All new cases must be automatically placed into a queue based on insurance type after the type
is selected.
All insurance types need to be automatically moved to the proper queue when the subject is
picked.
All cases must be created and closed immediately when received.
The status reason must be set to Email Sent or Phone Call.
Information must be restricted by insurance and phone call type.
Managers must be alerted when customers reach their limit of 25 cases for the year.
Changes to cases must not be counted against entitlements until the case is closed.
Requirements. Disputes
Claim disputes must be categorized as low priority.
The status for all disputed cases must be set to Review by a Manager before a disputed case
may be closed.
Requirements. Knowledge base
A knowledge base must be used as a repository for all answers.
Representatives must be able to search the knowledge base when opening a new case for
similar claims.
Representatives must be able to search across all entities at all times.
Searches must check any field in the entity for matches in a single search.
Searches must return results in a single list and sort the list so that the most relevant results
appear at the top of the list.
Representatives must be able to link the knowledge base to cases when applicable.
Representatives must create a new knowledge base article if an answer is not found in the
existing knowledge base.
Representatives must be able to use SQL-like syntax to search the knowledge base.
Requirements. Service-level agreements
When a customer calls to open a claim, the company must respond to the caller within the following time frames:
Requirements. Alerts
Cases must be flagged when they are past the SLA threshold.
An email alert must be sent to the manager to indicate an SLA noncompliance.
An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior
and PPO 1 hour prior.
Send an email alert to support managers when disputes are ready to be closed.
Send an email alert to customers when cases are closed.
Requirements. Issues
The current process is all manual and not efficient.
There is no easy way to determine whether the company is meeting its SLAs.
Representatives are often inconsistent regarding how they handle customers and answer
customer questions.
There is no accountability for any of the representatives who take calls.
You need to ensure that claim disputes conform to the defined case life cycle.
What should you configure?
Answer: A
NEW QUESTION # 167
A Dynamics 365 Customer Service organization uses routing rules to escalate cases.
Security roles have not been modified or created.
You need to modify the routing rule set that is currently in use and enforce the principle of least privilege.
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:
1 - Verify that you have the customer service manager security code.
2 - Navigate to Routing rule sets.
3 - Deactivate the routing rule set.
4 - Edit the routing rule set.
5 - Activate the routing rule set.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-cases
NEW QUESTION # 168
......
Review the products offered by us by downloading MB-230 free demos and compare them with the study material offered in online course free and vendors' files. You will find our MB-230 exam dumps the better than our competitors such as exam collection and others. The excellent quality of our MB-230 exam dumps content, their relevance with the actual MB-230 Exam needs and their interactive and simple format will prove them superior and quite pertinent to your needs and requirements. If you just make sure learning of the content in the guide, there is no reason of losing the MB-230 exam.
Formal MB-230 Test: https://www.examslabs.com/Microsoft/Microsoft-Dynamics-365/best-MB-230-exam-dumps.html
What's more, part of that ExamsLabs MB-230 dumps now are free: https://drive.google.com/open?id=1_zwfBwg8MOcT0x1xr6i_7Bl22JJXBpLH