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Die Microsoft MB-230-Prüfung ist eine wesentliche Zertifizierung für Personen, die sich mit Microsoft Dynamics 365 auf das Kundendienstmanagement spezialisieren möchten Ein Microsoft Dynamics 365 -Kundendienstfunktionalberater.
Sobald ein Kandidat die Microsoft MB-230 Zertifizierungsprüfung besteht, erhält er die Zertifizierung als Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate. Diese Zertifizierung zeigt, dass die Person die Fähigkeiten und Kenntnisse besitzt, um die Dynamics 365 Customer Service Anwendung zu konfigurieren und anzupassen und Endbenutzern Unterstützung zu bieten.
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Die Prüfung besteht aus 40-60 Multiple-Choice-Fragen und der Kandidat hat 150 Minuten Zeit, um sie zu absolvieren. Die Prüfung deckt verschiedene Themenbereiche ab, einschließlich Kundenservicekonzepten, Service Level Agreements, Case Management, Knowledge Management, Queues, Entitlements, Voice of the Customer und Integration mit anderen Anwendungen. Der Kandidat muss mindestens 700 von 1000 Punkten erreichen, um die Prüfung zu bestehen.
291. Frage
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.
Drag and Drop Question
You need to set up the system for cases going to supervisors.
Which four 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.
Antwort:
Begründung:
Explanation:
Step 1: In Service Management, create a Routing Rule set.
Scenario: If a case is open more than 30 days, the case must automatically be routed to the supervisor.
Create routing rulesets to route cases.
Use routing rules in Customer Service to route cases to the right agents at the right time without any manual intervention. You can also use routing rules to route cases that are escalated to specific queues.
Step 2: Enter Name, Select Save, and select the plus sign to add a rule item On the General tab, in Routing Rule Set Information, Enter Name and Description for the routing ruleset.
Select Save. The routing ruleset is saved, and the Rule Items section is displayed. In the Rule Items section, select the Add Rule Item button + to specify conditions for routing cases to a queue.
Step 3: Add conditions
Under Then Conditions, specify the queue to which the cases will be routed or the user or team to which the cases will be assigned if the conditions in the If Conditions section are met.
Step 4: Save and activate.
Select Save and Close.
In the routing ruleset record, select Activate so that the ruleset is applied to the cases matching the conditions in the rule.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route- cases
292. Frage
You manage a Dynamics 365 for Customer Service environment.
The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entitlement.
You need to create the entitlement for the customer.
What should you do?
Antwort: A
Begründung:
Section: Topic 3, Manage queues, entitlements, and SLAs
293. Frage
You need to select the feature for each parameter.
Which feature should you use for each parameter? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Antwort:
Begründung:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-operating-hours
Topic 2, Humongous Insurance
Current environment
Humongous Insurance has three departments to handle claim types: HMO, PPO, and Gold.
The company uses handwritten forms to send claims information to the correct department.
Each department maintains a workbook to record calls received.
Requirements.
Support desk
Configure the system to track the number of insurance claims filed each year.
Categorize claims by type as they are opened.
Configure the system to track staff responsiveness to service-level agreements (SLAs).
Ensure that business hours reflect the hours that support staff are scheduled.
Requirements. Case handling
All new cases must be automatically placed into a queue based on insurance type after the type is selected.
All insurance types need to be automatically moved to the proper queue when the subject is picked.
All cases must be created and closed immediately when received.
The status reason must be set to Email Sent or Phone Call.
Information must be restricted by insurance and phone call type.
Managers must be alerted when customers reach their limit of 25 cases for the year.
Changes to cases must not be counted against entitlements until the case is closed.
Requirements. Disputes
Claim disputes must be categorized as low priority.
The status for all disputed cases must be set to Review by a Manager before a disputed case may be closed.
Requirements. Knowledge base
A knowledge base must be used as a repository for all answers.
Representatives must be able to search the knowledge base when opening a new case for similar claims.
Representatives must be able to search across all entities at all times.
Searches must check any field in the entity for matches in a single search.
Searches must return results in a single list and sort the list so that the most relevant results appear at the top of the list.
Representatives must be able to link the knowledge base to cases when applicable.
Representatives must create a new knowledge base article if an answer is not found in the existing knowledge base.
Representatives must be able to use SQL-like syntax to search the knowledge base.
Requirements. Service-level agreements
When a customer calls to open a claim, the company must respond to the caller within the following time frames:
Requirements. Alerts
Cases must be flagged when they are past the SLA threshold.
An email alert must be sent to the manager to indicate an SLA noncompliance.
An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.
Send an email alert to support managers when disputes are ready to be closed.
Send an email alert to customers when cases are closed.
Requirements. Issues
The current process is all manual and not efficient.
There is no easy way to determine whether the company is meeting its SLAs.
Representatives are often inconsistent regarding how they handle customers and answer customer questions.
There is no accountability for any of the representatives who take calls.
294. Frage
You are an Omnichannel supervisor for a company.
The manager wants to improve response times and customer satisfaction.
You need to configure Omnichannel queues using standard functionality.
Which capabilities should you enable? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Antwort:
Begründung:
Explanation:
295. Frage
You are a Dynamics 365 for Customer Service administrator.
You must track time against enhanced service-level agreements (SLAs).
You need to add a timer.
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.
Antwort:
Begründung:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/add-timer-forms-tracktim
296. Frage
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