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Languages: English
Retirement date: none
This exam measures your ability to accomplish the following technical tasks: manage cases and Knowledge Management; manage queues, entitlements, and service-level agreements; implement scheduling; implement Omnichannel for Customer Service; and manage analytics.
Microsoft Dynamics 365 Customer Service Functional Consultant certification is designed for individuals who want to become experts in the implementation and customization of customer service solutions using Microsoft Dynamics 365. Microsoft Dynamics 365 Customer Service Functional Consultant certification exam, known as MB-230, focuses on testing the candidate's knowledge of customer service concepts, managing cases and queues, implementing entitlements and service level agreements, and configuring voice of the customer surveys.
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Microsoft MB-230 exam consists of multiple-choice questions and is timed for 150 minutes. Candidates must score at least 700 out of 1000 points to pass the exam. MB-230 Exam is available in multiple languages, including English, Spanish, French, German, Japanese, Chinese, and Korean.
NEW QUESTION # 218
You need to implement a solution to provide the technician's utilization.
Which solution should you use?
Answer: A
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 # 219
You pick a case from a queue.
You determine that you cannot resolve the case, and plan to release the case back to the queue.
What effect does releasing the case to the queue have on record ownership?
Answer: B
Explanation:
https://carldesouza.com/picking-releasing-cases-queues/
NEW QUESTION # 220
A company uses Dynamics 365 Customer Service to provide product support to customers. Only employees are included in the company ' s Azure Active Directory.
You need to configure the system to meet the following requirements. You must minimize the effort required to complete any required configuration tasks.
* Create a website for external customers to open support tickets and see the status of open issues.
* Ensure that customers are set up to use this website.
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:
Box 1: Create a portal by using the Customer self-service template
Create a website for external customers to open support tickets and see the status of open issues.
The Customer portal is a Power Apps portals template that lets companies create an externally facing business- to-business (B2B) website for scenarios that are related to sales order processing.
Customer self-service portal: A customer self-service portal enables customers to access self-service knowledge, support resources, view the progress of their cases, and provide feedback.
Its powerful self-service functionality guides customers to the answers they seek without human intervention or by connecting them to your most qualified agent for the task if the issue can't be resolved client-side autonomously.
Box 2: Ensure that all customers have an account record.
Ensure that customers are set up to use this website.
Note: Using the standard functionality, if I login to the Customer Service Portal I can create a new case linked either to myself as a Contact or to my related company as an Account (assuming that the Account is specificed on my contact record in Dynamics 365 CE).
Reference:
https://docs.microsoft.com/en-us/power-apps/maker/portals/portal-templates
https://docs.microsoft.com/en-us/dynamics365/supply-chain/sales-marketing/customer-portal-overview
https://readyxrm.blog/2019/07/04/dynamics-365-customer-self-service-powerapps-portals-creating-a-case-on-behalf-of-another-account/
NEW QUESTION # 221
You view the interactive dashboard in the Microsoft Dynamics 365 Customer Service Hub.
Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 222
A company has a Customer Service environment
The company plans to implement Customer Service Analytics dashboards.
You need to configure the dashboards in Power Bl.
Which order should you perform the actions in? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
NEW QUESTION # 223
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