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Microsoft MB-230 시험은 Microsoft Dynamics 365 고객 서비스 기능 컨설턴트가 되고자 하는 개인들을 대상으로 디자인된 자격증 시험입니다. 이 시험은 후보자의 Microsoft Dynamics 365를 사용하여 다양한 고객 서비스 솔루션을 구성, 사용자 정의 및 구현할 수 있는 능력을 측정합니다. 이 시험에 통과하면 후보자는 고객 서비스 분야에서 기능 컨설턴트로 일할 수 있는 필요한 기술과 지식을 갖추었다는 것을 증명합니다.
MB-230 인증 시험을 준비하기 위해 응시자는 온라인 과정, 강사 주도 교육 및 자체 학습 학습 옵션을 포함한 다양한 교육 리소스를 활용할 수 있습니다. 이 리소스는 후보자들이 시험에서 다루는 영역에서 지식과 기술을 구축하도록 돕기 위해 고안되었습니다.
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질문 # 369
Your company uses Dynamics 365 Customer Service.
The company wants to send a customer survey to each customer when a case is closed. The survey must include the following:
* An area with a list of questions that rate the answers as poor, average, or great.
* A question that rates whether the customer would recommend your company to others.
The company wants to exclude symbols from any of the question types.
You need to configure the question types.
Which question type should you use? To answer, drag the appropriate question type to the correct requirement.
Each question 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.
정답：
설명：
Explanation:
질문 # 370
Hotspot Question
You are the Dynamics 365 administrator for a help desk. You merge CaseB into CaseA.
You need to examine each case and determine what occurred.
What is the result of the merge? To answer, select the appropriate action in the dialog box in the answer area.
NOTE: Each correct selection is worth one point.
정답：
설명：
질문 # 371
A company is implementing Dynamics 365 Customer Service. The company installs and services air filtering units for industrial manufacturing plants.
Schedulers must be able to do the following:
Schedule resources to start appointments every 90 minutes.
View available resources within the first, second, and third shifts.
You need to configure the system to optimize work scheduling.
What should you configure? To answer, select the appropriate options in the answer are a.
NOTE: Each correct selection is worth one point.
정답：
설명：
Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/set-up-time-groups
질문 # 372
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.
정답：
설명：
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
질문 # 373
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.
정답：
설명：
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
질문 # 374
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