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The evergreen field of Microsoft is so attractive that it provides non-stop possibilities for the one who passes the Microsoft MB-230 exam. So, to be there on top of the IT sector, earning the Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) certification is essential. Because of using outdated MB-230 Study Material, many candidates don't get success in the MB-230 exam and lose their resources. The MB-230 PDF Questions of RealValidExam are authentic and real.
| Section | Objectives |
|---|---|
| Topic 1: Manage cases and knowledge | - Knowledge management
|
| Topic 2: Manage service level agreements (SLAs) and entitlements | - Entitlements
|
| Topic 3: Implement omnichannel for customer service | - Omnichannel setup
|
| Topic 4: Configure Dynamics 365 Customer Service | - Configure customer service applications
|
| Topic 5: Analyze and improve customer service insights | - Reporting and dashboards
|
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NEW QUESTION # 112
You need to create an entitlement template. In System Settings, you navigate to Service Management.
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.
Answer:
Explanation:
1 - Create new Entitlement template
2 - Enter 30 in Total Entitlement terms
3 - Enter 15 phone and 15 email for terms in Entitlement Channel
4 - Save the template
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entitlements-templates
NEW QUESTION # 113
You are a Dynamics 365 Customer Service administrator.
You must track issues submitted by customers.
You need to configure case settings for the Service Management module.
What should you configure? 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 Description automatically generated
NEW QUESTION # 114
A company wants to use Power Virtual Agents chatbots to enable customers to solve their own issues whenever possible. You create knowledge base articles.
You must ensure that the new articles are available through the chatbot.
You need to define the steps to integrate knowledge management with the chatbot.
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.
Answer:
Explanation:
Explanation:
Step 1: Publish knowledge articles to a portal created in Power Apps
Step 2: Create a topic for the Power Virtual Agents bot, and add an action Step 3: Use a Power Automate template to add the solution to the chatbot Step 4: Test the Power Automate cloud flow Test the flow to publish and share the bot.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/integrate-km-with-pva
NEW QUESTION # 115
You need to implement a solution to provide the technician's utilization.
Which solution should you use?
Answer: D
Explanation:
Topic 6, Fourth Coffee
Background
Current Environment
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.
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.
Requirements
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.
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.
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.
Support
* The solution must provide the following website features for external customers:
o Provide support to submit issues.
o 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.
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.
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 loT messages to flow to the device and back to the loT 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.
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.
NEW QUESTION # 116
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?
Answer: A
Explanation:
The expired entitlement is always in read-only mode and cannot be modified,also, there is no option to activate the expired entitlement. Only option available with expired entitlements is RENEW that will copy the current entitlement as a template into a new entitlement in draft mode, that needs to be modified (if required) and then activated.
NEW QUESTION # 117
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