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| Section | Objectives |
|---|---|
| Manage cases and knowledge | - Case management
|
| Analyze and improve customer service insights | - Reporting and dashboards
|
| Implement omnichannel for customer service | - Omnichannel setup
|
| Manage service level agreements (SLAs) and entitlements | - SLAs configuration
|
| Configure Dynamics 365 Customer Service | - Configure customer service applications
|
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In this way, the Microsoft MB-230 certified professionals can not only validate their skills and knowledge level but also put their careers on the right track. By doing this you can achieve your career objectives. To avail of all these benefits you need to pass the Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) exam which is a difficult exam that demands firm commitment and complete Microsoft MB-230 exam questions preparation.
NEW QUESTION # 217
Under which two circumstances will a routing rule be applied to a case without user intervention?
Each correct answer presents a complete solution.
Answer: A,B
NEW QUESTION # 218
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
You are configuring a business process flow for a case entity.
All cases must be flagged for review.
You need to complete configuration of the business process flow.
Solution: Create an action that generates a task record that is assigned to the case reviewer and appends the text Ready for review to the case topic.
Does the solution meet the goal?
Answer: A
Explanation:
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/business-applications-release-notes/april18/microsoft-flow/add-action- business-process-flow
NEW QUESTION # 219
Case Study 4 - Lamna Healthcare
Background
Lamna Healthcare Company has a call center for the city. They receive roughly 5,000 calls a day on health issues.
They have the following three departments that take calls daily:
- Chronic illnesses
- Flu-type illnesses
- Geriatric illnesses
There is a fourth area that monitors for miscellaneous issues.
They are implementing Dynamics 365 Customer Service.
Requirements. Queues
A queue has to be set up for each department.
Emails must automatically be routed to the appropriate queue.
Miscellaneous queues must be visible to everyone.
The other queues must be visible only to the appropriate department. If a case is open more than
30 days, the case must automatically be routed to the supervisor. There must be a button on the queue list screen to route a case to a supervisor if requested.
Requirements. Visualizations
Support representatives must have a real-time view of cases assigned to them, including the status of each case.
Support representatives must be able to see a graphic view of cases by customer that are assigned to them.
Requirements. Knowledge Base
Support representatives must use the knowledge base first to try to solve issues. Support representatives must be able to reference the knowledge base when it is used to resolve the case.
The knowledge base article that is used to resolve a case must always be sent to the customer. If the answer is not in the knowledge base, a support representative needs to create a knowledge base article.
Requirements. Cases
The cases must follow a process that includes identify, research, and resolve. A confirmation section must be added before the resolve section. 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. Cases that come in as phone calls must be resolved with seven business days. Cases that come in as emails must be resolved within three business days.
Requirements. Surveys
Lamna Healthcare sends out about 100,000 surveys a month. Lamna must use Microsoft Forms Pro for their surveys.
All surveys must have the company logo.
The logo's company colors must not be changed. Any modifications to the graphic or colors is a breach of company policies.
A survey must automatically be sent once a case is resolved. A manual survey must be sent if a case is escalated. A survey must not be sent without confirming that it is accurate. Supervisors must test a survey before it is finalized.
Hotspot Question
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.
Answer:
Explanation:
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
NEW QUESTION # 220
A company is implementing Omnichannel for Customer Service.
The company plans to release a new product in the following markets: Germany, Spain, and France.
Before the product launches, one agent from each country/region will receive training on the new product.
The agents are included as part of a new team for the product. Each agent is part of a team specific to the country/region that they serve.
Inquiries about the new product must be routed as follows:
1. Route inquiries to an agent who knows the new product and is fluent in the language of the caller.
2. Route inquiries to an agent who knows the new product but speaks only a bit of the language of the caller.
3. Route inquiries to an agent who speaks all caller languages but does not know the new product.
You need to configure the system.
Which feature should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/setup-skills-assign-agents
NEW QUESTION # 221
You need to implement a solution to provide the technician's utilization.
Which solution should you use?
Answer: A
NEW QUESTION # 222
......
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