Quiz MB-230 - Microsoft Dynamics 365 Customer Service Functional Consultant Latest Latest Test Materials

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Microsoft MB-230 Exam Syllabus Topics:

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

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                              Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q216-Q221):

                              NEW QUESTION # 216
                              You are using Dynamics 365 Customer Service.
                              You need to ensure that customers request support by using email, phone or web, based on their signed contracts with your company.
                              What should you do?

                              Answer: C

                              Explanation:
                              https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define- support-terms-customer


                              NEW QUESTION # 217
                              You are a Dynamics 365 for Customer Service administrator.
                              Your company requires a new phone-to-case business process flow for customer service representatives to follow.
                              The stages are as follows:
                              Verification
                              Acknowledgement and research
                              Resolution
                              Customer service representatives must send an email to the customer when a case enters the acknowledgement-and-research stage.
                              You need to create the required business process flow and components.
                              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.

                              Answer:

                              Explanation:

                              1 - Creat and activate the case-acknoledgement email workflow as follows
                              2 - Create a new business process flow record for the case entity.
                              3 - Create and activate the process flow with each of the stages. Add the case acknowledgement email workflow as a global workflow. Trigger the workflow for the acknowledgement-and-research stage.
                              References:
                              https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/create-business-process-flow
                              https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/workflow-processes


                              NEW QUESTION # 218
                              A company installs and services air filtering units for industrial manufacturing plants. The company is implementing Dynamics 365 Customer Service.
                              Each regional location has only two advanced diagnostic units. The company charges customers a higher rate when the company uses a unit.
                              You need to configure the system to optimize work scheduling.
                              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


                              NEW QUESTION # 219
                              Hotspot Question
                              You are a Dynamics 365 for Customer Service administrator. You enable full-text, relevance, and category search.
                              You need to use the knowledge base search control to locate knowledge base articles that contain each of the following words anywhere in an article, regardless of which product an article refers to:
                              - Elevator
                              - Motor
                              - Sizing
                              How should you configure the search? To answer, select the appropriate options in the answer area.
                              NOTE: Each correct selection is worth one point.

                              Answer:

                              Explanation:

                              Explanation:
                              https://docs.microsoft.com/en-us/dynamics365/customer-engagement/basics/relevance-search- results


                              NEW QUESTION # 220
                              You are a Dynamics 365 for Customer Service administrator.
                              You need to categorize activities and cases by using queues.
                              How should you categorize each record? To answer, select the appropriate options in the answer area.
                              NOTE: Each correct selection is worth one point.

                              Answer:

                              Explanation:


                              NEW QUESTION # 221
                              ......

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