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Once a candidate passes the Microsoft MB-230 certification exam, they will earn the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. Microsoft Dynamics 365 Customer Service Functional Consultant certification shows that the individual has the skills and knowledge needed to configure and customize the Dynamics 365 Customer Service application and provide support to end-users.
The MB-230 exam covers a range of topics, including service management processes, case management, knowledge management, integration with other Dynamics 365 applications, and service level agreements. MB-230 Exam consists of multiple-choice questions and is designed to test the candidate's practical knowledge and skills in implementing and configuring customer service applications. Passing MB-230 exam will demonstrate the candidate's ability to provide effective customer service solutions using Microsoft Dynamics 365 Customer Service applications.
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Microsoft MB-230 Certification Exam is an ideal certification for professionals who work in customer service or customer support roles and want to demonstrate their expertise in Dynamics 365 Customer Service functional consultant role. Microsoft Dynamics 365 Customer Service Functional Consultant certification provides a strong foundation for professionals who want to advance their careers in Dynamics 365 Customer Service and is recognized globally in the industry.
NEW QUESTION # 142
You need to enable relevance search for the custom entity.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Answer: C
Explanation:
Reference:
https://carldesouza.com/how-to-use-relevance-search-in-dynamics-365/
Topic 4, Lamna Healthcare Company (NEW)
Case study
This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.
To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.
At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.
To start the case study
To display the first question in this case study, click the button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the button to return to the question.
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.
NEW QUESTION # 143
You are implementing Omnichannel for Customer Service for a company.
The company has the following requirements:
The Knowledgebase article search tab must open when a new chat conversation begins.
The Chat Session template must be in expanded mode for the agents.
You need to complete the implementation to meet the requirements.
Which configuration should you use for each requirement? To answer, select the appropriate options in the answer area.
Answer:
Explanation:
Explanation
Box 1: Docked
Communication panel mode - Select the default mode of the panel when a session is started. Choose one of the following:
Docked: The panel will be in expanded mode.
Minimized: The panel will be in minimized mode.
Hidden: The panel will be hidden.
Box 2: Entity Search
Manage application tab templates, Search, The following parameters are available for the entity search page type.
searchType - Define to use Relevance search or Categorized search.
searchText - Define the string you want to search.
Reference:
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/session-templates
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/application-tab-templates
NEW QUESTION # 144
You install Microsoft Dynamics 365.
Which three knowledge base article templates are available? Each correct answer presents a complete solution.
Answer: B,C,E
Explanation:
NEW QUESTION # 145
You manage Dynamics 365 for Customer Service.
You need to create a list of holidays and ensure that existing service-level agreements (SLAs) observe those holidays.
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 - Create a holiday schedule and holiday records
2 - Create a customer service schedule and select the holiday schedule
3 - Update ths SLA and select the customer service schdule
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/create-customerservice-schedule-define-work-hours
NEW QUESTION # 146
A company has satellite offices that service local areas.
Each office must have full control over its own resources.
You need to configure the organizational units to reflect the satellite office structure.
Which entities should you use to relate to the organizational units? To answer, select the appropriate options in the answer area.
Answer:
Explanation:
Explanation:
NEW QUESTION # 147
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