MB-230 Zertifizierungsprüfung - MB-230 Antworten

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Microsoft MB-230 Exam Syllabus Topics:

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

>> MB-230 Zertifizierungsprüfung <<

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Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 Prüfungsfragen mit Lösungen (Q333-Q338):

333. Frage
You are a Dynamics 365 Customer Service administrator.
You create a new entity named Root Cause Escalation. Queues must be used for new Root Cause Escalation records. The records must be automatically assigned to the record owner's default queue when a record is created.
You need to implement the proper functionality to meet the requirements.
Which three 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.

Antwort:

Begründung:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/enable-entities-for-queues

334. Frage
You are implementing a help desk system that enables users to submit cases by using telephone or email.
You need to ensure that cases are classified correctly.
What should you do?

A. Configure relevance search.
B. Create security roles by support function. Assign the security role to users.
C. Configure categorized search.
D. Modify the subject tree.

Antwort: D

335. Frage
You are implementing Omnichannel for Customer Service for a call center.
The call center manager needs to be able to track agents' performance.
You need to configure the intraday insights dashboard to meet the requirement.
Which configurations should you use? 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 Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-intraday-dashboard-supervisor

336. Frage
A company must standardize the management of web leads and leads generated across their internal and external sales teams.
You need to create an entitlement.
Which type of entitlement should you create?

A. Teams channel
B. Multi-channel
C. Omnichannel

Antwort: C

Begründung:
Omni-channel: An omni-channel solution offers two or more channel experiences to customers, and the customer experience is consistent across channels. The context of the case and customer is used to streamline the experience across apps. For example, a customer starts on a self-service portal but then starts a chat conversation. All the pages that the customer has opened are available to the agent.
By providing multi-channel or omni-channel solutions to your customer, you help guarantee that each customer can interact with your organization by using the option that's best for him or her. When you provide multi-channel or omni-channel solutions, you must also consider the effect on the organization. Although it's important to make sure that customers have a consistent experience when they work with the different channels, it's also important to remember that each channel is different.
Reference:
https://www.globalits.bh/how-customer-service-can-handle-entitlement-channels-in-dynamics-365/

337. Frage
You need to configure entitlements for contracts.
What should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Antwort:

Begründung:

Explanation:
Box 1: 25
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.
If you want to restrict support through the phone channel to 80 hours and email to 20 hours, create individual entitlement channel records and add their total terms.
Box 2: Entitlement Channel
The Entitlement Channel section specifies the support channel through which the customer can reach the organization and seek support.
Use this section to define the channels your customers are entitled to and track the customer support term for each channel. For example, you can add phone and email as the channels through which you'll offer support.
If you want to restrict support through the phone channel to 80 hours and email to 20 hours, create individual entitlement channel records and add their total terms.
Box 3: Auto-calculate
The remaining term is auto-calculated and shows the total number of hours or cases remaining for the customer's entitlement.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms- customer

338. Frage
......

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