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To prepare for the Microsoft MB-230 exam, candidates can take advantage of Microsoft's training courses, study guides, and practice exams. These resources will help candidates familiarize themselves with the exam format, understand the topics covered, and practice answering questions similar to those on the actual exam.
Microsoft MB-230 certification exam is an ideal way for professionals to validate their skills and knowledge of customer service functional consulting with Microsoft Dynamics 365. MB-230 Exam measures the candidate's ability to create and configure customer service environments, integrate Microsoft Dynamics 365 with other applications, and customize customer service features to meet business needs. By passing this certification exam, professionals can achieve the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification and demonstrate their expertise in customer service functional consulting.
NEW QUESTION # 61
Case Study 5 - Fourth Coffee
Background
You are the technology manager for Fourth Coffee. The company sells 20 types of coffees and five types of digital coffee makers.
Fourth Coffee uses Dynamics 365 Customer Service with Omnichannel for Customer Service.
Current environment
Queues
The company uses queues to service different types of customers. Each type of customer corresponds to one of the following queues:
- New customers
- Repeat customers
- Subscribers to the coffee of the month club
The company has a separate queue to manage customers who have coffee maker issues.
Current environment
Employees
The company has 50 call representatives across five call centers. Each representative can address five calls simultaneously. Overflow calls are transferred to the back office.
- The company uses two levels of representatives to help customers with coffee purchases: entry level and specialists.
- Supervisors monitor chats and live phone calls.
Requirements
Employees
Call representatives must be able to answer requests from phone calls, SMS messages, and chat. A ticket must be opened for each request.
Specialists must be assigned to coffee maker calls.
Specific representatives require a Dynamics 365 Customer Service workspace to perform the following activities:
- Open an assigned record in a new workspace tab.
- Use a predefined email template when representatives send an email.
- The system must notify supervisors when customers in a live session
express negative feedback about a service or product.
Requirements
Configuration
- If a customer starts a chat during non-working business hours, the
first representative that signs into the system must answer the chat;
the customer must be able to continue the chat at any time.
- Chat sessions must start only when the customer selects the chat
icon. Chat must only be available for reorders and coffee maker
repairs.
- Subscribers and new orders must always go to a live representative
unless the subscriber chooses the chat icon.
Customers must be able to download a separate app to their phone or tablet for ordering coffee.
The app must include only the customer's name, address, phone number, and issue information.
Requirements
Support
The solution must provide the following website features for external customers:
- Provide support to submit issues.
- Ensure they can log in.
The chatbot must have an option to allow users to escalate a conversation to a live representative.
Live representatives must be able to send a customer back to the chatbot.
Requirements
Distribution of calls
- Live chat must be available for cases.
- Cases that are escalated must be distributed to the next available
agent.
- All other cases must wait for an agent to pick up the case.
- All work must be distributed evenly with no other conditions.
- The number of workstreams and routing rules must be minimized.
- Spanish-speaking customers must be sent to representatives who speak
Spanish fluently.
- Tickets must be routed to the most qualified representative for the
type of issue reported.
- All representatives must be rated on their specialty knowledge and
backup specialty.
Requirements
Device telemetry
The solution must support the following:
- Remotely monitor coffee makers and contact a technician to help
customers with coffee maker support contracts.
- Provide a place for IoT messages to flow to the device and back to
the IoT hub.
- Automatically review messages from coffee makers and open a case when the system indicates an error with a coffee maker.
- Provide a place for the company technology to securely connect
virtually with the coffee maker customer.
Requirements
Customers
- Customers must be able to sign into an external portal.
- Customers must be able to view their cases and case status
information.
- Security must be as restrictive as possible.
Requirements
Surveys
The survey must include the following with minimum development effort:
- A list of questions that rate the service as poor, average, or great
- A question that rates whether the customer would recommend the
company
- A question that asks if the customer would like to escalate a case
o If yes, the survey must collect an email address and phone number for the customer.
o If no, another set of questions asking about open issue details must
display.
The solution must meet the following survey distribution requirements:
- Each survey must be standardized to include the company logo and
colors.
- Surveys must be sent out after each ticket closes.
- Quarterly surveys must be sent out to those customers who rated the
company poorly.
- Customer surveys must be available in several languages to support
global distribution.
You need to configure the system to involve managers when needed.
What should you configure?
Answer: C
NEW QUESTION # 62
A company that manufactures industrial heating, ventilation, and air conditioning units (HVAC) is implementing Dynamics 365 Customer Service.
The company requires a presales solution that handles presales inquiries and existing customer support calls. The solution must meet the following requirements:
Presales inquiry handling must be maintained separately from support call handling.
Presales inquiries captured from the company website must be handled by dedicated teams for each country on a first-come, first-served basis.
Support calls for specific HVAC systems must be directed only to their respective certified technicians.
You need to configure the solution.
Which components should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Reference:
https://www.sciencedirect.com/topics/computer-science/first-come-first-served
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams
https://docs.microsoft.com/en-us/dynamics365/customer-service/assignment-methods
NEW QUESTION # 63
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.
Answer:
Explanation:
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
NEW QUESTION # 64
A company deploys Dynamics 365 Customer Service.
A service manager requires a new classification ruleset for Bronze-type customers. The Bronze type customers require an answer within five hours.
You need to create the classification ruleset.
In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
Explanation
Step 1: Create a new ruleset in a workstream.
To create a logical work classification ruleset, do the following steps:
1. In Customer Service admin center, Omnichannel admin center, or Customer Service Hub, select a workstream, and in the Routing rules area, for the Work classification (optional) option, select Create Ruleset.
2. On the Work classification page, select Create new, and in the Create work classification ruleset dialog, select Logical rules in Rule type, and enter a name and description. By default, the root record is selected and displayed at the top of the condition builder for ease of reference and visibility of the record for which you are creating the rule.
Step 2: Create a new manual rule named Bronze.
3. In the Decision list area, select Create Rule, and on the Create work classification rule dialog, enter a name.
Step 3: Create a condition for the Bronze rule.
4. In the Conditions area, define the conditions according to your business needs. If you are creating classification rules for records, then the top-level condition is automatically populated. You can define conditions for up to two levels of the related records and attributes.
5. In the Output area, select the attribute for which value needs to be set if the conditions are met.
6. Repeat steps 3 through 5 to create the demand rules.
Step 4: Create a rule named 5-hour response from the decision list.
Step 5: Create a demand rule for the Bronze rule.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-work-classification
NEW QUESTION # 65
You are customizing a Dynamics 365 for Customer Service implementation.
The call center manager requires a visual representation that includes the number of resolved cases by month for each call center agent. The chart must be visible to all users within the service area.
You need to create the chart.
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:
Explanation:
NEW QUESTION # 66
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