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MB-230 시험은 40-60개의 객관식 문제로 이루어져 있으며, 제한 시간은 150분입니다. 이 시험은 영어, 프랑스어, 독일어, 일본어, 스페인어 등 여러 언어로 제공됩니다. 시험에 합격하려면 개인은 적어도 1000점 중 700점 이상의 점수를 얻어야 합니다. 마이크로소프트는 개인이 관련 교육 과정을 수강하고 학습 자료를 검토하며, Dynamics 365 플랫폼에서 실습 경험을 쌓는 것을 권장합니다.
>> Microsoft MB-230덤프샘플문제 다운 <<
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Microsoft MB-230 시험은 고객 서비스 관리에 대한 경험이 있고 Microsoft Dynamics 365에서 자신의 기술을 향상시키고 자하는 전문가에게 이상적입니다. 또한 고객 서비스 관리에 익숙하지만 기술적 인 배경을 가지고 있고 배우고 자하는 개인에게도 적합합니다. Microsoft Dynamics 365. 시험은 영어, 일본어, 한국어 및 단순화 된 중국어로 제공되며 후보자는 온라인 또는 테스트 센터에서이를 가져갈 수 있습니다.
질문 # 312
You are a help desk support representative using Dynamics 365 Customer Service Hub case management with limited permissions.
You need to create a personal chart that meets the following requirements:
Show the number of open cases assigned to you for each customer.
Ensure that specific team members can view the chart and view any changes as you update the chart.
Which options should you use? To answer, select the appropriate options in the answer are a.
NOTE: Each correct selection is worth one point.
정답：
설명：
Reference:
https://docs.microsoft.com/en-us/stream-analytics-query/count-azure-stream-analytics
질문 # 313
You are implementing Omnichannel for Customer Service for a hospital.
Each customer service agent has a chat capacity of 200.
The implementation requirements are as follows:
Each agent can take no more than two chats at a time.
A new conversation must auto assign to an available agent.
You need to select the conversation options to meet the requirements.
Which options should you configure?
정답：
설명：
Explanation:
Graphical user interface, table Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/unified-routing-work-distribution
질문 # 314
A company implements Customer Service
You enable Customer Service historical analytics.
You need to identify which feature is enabled automatically when Customer Service historical analytics is enabled.
Which feature should you identify?
정답：C
설명：
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 theNextbutton. 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 anAll Informationtab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click theQuestionbutton 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.
질문 # 315
A company is implementing Dynamics 365 Customer Service workspaces.
As a customer service representative, you must be able to view and work on more than one work item at a time. You need to navigate between the work items that are active in the workspace. Which two methods can you use? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.
정답：A,D
질문 # 316
You need to configure the system to meet the three-day and seven-day timeframes.
What should you configure?
정답：B
설명：
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.
Note: Service-level agreements (SLAs) enable businesses to track support policies and ensure customers are being supported per the support policy to which they are entitled. Businesses use SLAs to govern support products that customers either receive as part of their purchase or add on to their purchase. SLAs include policy details such as how quickly a customer is entitled to receive support, how many support requests a customer can make, and how long after purchases a customer can be supported as part of the agreement.
Note 2: Create SLAs to define conditions and actions that are applicable when an SLA is applied to an entity.
The following steps are involved in creating the SLA:
* Create an SLA.
* Create an SLA item.
* Configure actions for the SLA item.
* Activate the SLA.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements
질문 # 317
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MB-230최신 덤프샘플문제 다운: https://www.koreadumps.com/MB-230_exam-braindumps.html
참고: KoreaDumps에서 Google Drive로 공유하는 무료, 최신 MB-230 시험 문제집이 있습니다: https://drive.google.com/open?id=1YxXQSk7-q3THqTWTnCF67ihlSedCj2SW