Microsoft Microsoft Certifications MB-230 Questions & Answers

• Question 1:

  DRAG DROP

  You need to choose which tools need to be created and configured to meet the following requirements.

  Which tools should you configure? To answer, drag the appropriate tools to the correct requirements. Each tool may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.

  NOTE: Each correct selection is worth one point.

  Select and Place:

  

  Correct Answer:

  

  Box 1: Interactive dashboard

  Support representatives must have a real-time view of cases assigned to them, including the status of each case.

  What is an interactive dashboard?

  An interactive dashboard is a data visualization tool that allows business teams to track, analyze, and display metrics of various sorts. Dashboards feature charts, tables, maps, and other visualizations to help viewers understand the story the

  data tells.

  Box 2: Chart by account

  Support representatives must be able to see a graphic view of cases by customer that are assigned to them.

• Question 2:

  DRAG DROP

  You need to set up users with permissions to use the digital messaging channels.

  Which role should you assign to each user? To answer, drag the appropriate roles to the correct groups of users. Each role may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.

  Select and Place:

  

  Correct Answer:

  

  Box 1: Omnichannel supervisor

  Case managers schedule shifts and are a point of escalation.

  Omnichannel supervisor: Required for performing supervisor tasks. Businesses need to monitor and manage the efficiency levels of agents in their ongoing conversations with customers. The enhanced supervisor experience provides

  supervisors with timely insights and metrics on the efficiency of the service delivery of agents and opportunities to help agents deliver better support to customers. In this enhancement to the supervisor experience in Omnichannel for

  Customer Service, supervisors can:

  Drill down to specific agents and look at their operational metrics.

  Manage agent availability remotely.

  Box 2: Omnichannel agent

  Case representatives handle incoming calls, provide information to patients for appointments, and schedule follow-up calls with doctors. Case representatives can also help with people who want to chat online.

  Omnichannel agent: Required for performing agent tasks. As an Omnichannel agent, you can use queues to manage the work items that are assigned to you via queues. Therefore, you can focus on the tasks at hand and ensure better

  customer service. The application empowers you to work on simultaneous conversations with multiple customers. You get a holistic view of a customer's data and can see the details of the customer's previous interactions. In this way, you can

  be sure that you have all the available information that you might need to resolve the customer's issue.

  Box 3: Productive tools user

  Customer satisfaction representatives monitor all activity and ensure that there is a uniform process for all calls.

  Productivity tools user: Required by users of Dynamics 365 Productivity Tools. Agent productivity tools use intelligence and automation to enable agents to find answers to customer questions and help resolve customer issues quickly, thereby

  improving satisfaction in service delivery.

  Incorrect:

  Not Productivity tools administrator:

  Productivity tools administrator: Required by administrator users of Dynamics 365 Productivity Tools.

• Question 3:

  DRAG DROP

  You must create a custom web portal to support customer service processes. The portal must allow customers to chat with customer service if the customer initiates a chat conversation.

  You need to embed the chat widget into the web portal.

  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.

  Select and Place:

  

  Correct Answer:

  

  Step 1: Open Omnichannel Administration. Embed chat widget in your Power Apps portal To embed a chat widget in Power Apps portals:

  1.

  In one of the administrator apps, open the chat widget you want to embed in Power Apps portals.

  Step 2: One the Basic details tab, copy the widget snippet code.

  2.

  On the Basic details tab, copy the widget snippet code from the Code snippet section.

  Step 3: Open the Portal Management app.

  3.

  Open the Portal Management app.

  Step 4: In Content Snippet > Chat widge code in the web portal, paste the widget snippet code.

  4.

  Go to Portal > Content Snippets.

  5.

  Find the Chat Widget Code content snippet and open it.

  6.

  On the General tab, scroll down to the Value (HTML) section.

  7.

  Paste the chat widget snippet code in the HTML tab.

  8.

  Save the changes. The chat widget is now embedded into the portal.

• Question 4:

  DRAG DROP

  A company deploys Dynamics 365 Customer Service. The company plans to use IoT to collect information about manufacturing equipment.

  Work orders must be automatically generated when malfunctions are detected to ensure that malfunctions are corrected quickly.

  You need to design a Connected Customer Service solution.

  What should you use? To answer, drag the appropriate implementation types to the correct requirements. Each implementation type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll

  to view content.

  NOTE: Each correct selection is worth one point.

  Select and Place:

  

  Correct Answer:

  

  Box 1: Azure IoT Central

  Microsoft Azure IoT Central enables builders to configure rules and actions. Based on those actions, IoT alerts will be created in Connected Customer Service. Also, based on service activities in Connected Customer Service, information can

  be sent back to IoT Central. This is accomplished by using Power Automate, a SaaS offering for automating workflows across applications and services.

  Box 2: Azure IoT Hub

  Connected Customer Services uses the IoT Hub to manage the state of registered devices. In addition, the IoT Hub sends commands and notifications to connected devices--and tracks message delivery with acknowledgment receipts.

  Device messages are sent in a durable way to accommodate intermittently connected devices.

  Box 3: Power Automate

• Question 5:

  DRAG DROP

  You are setting up Omnichannel for Customer Service.

  You need to automate the following tasks to make it easier and quicker for representatives to assist customers:

  Establish a one-step process to send a predefined email to customers once a representative is done helping them.

  Ensure that representatives ask predefined questions to identify a customer before troubleshooting a case.

  Have chatbots available to help make recommendations in typed conversations.

  Which tools should you use? To answer, drag the appropriate tools to the correct requirements. Each tool may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.

  Select and Place:

  

  Correct Answer:

  

  Box 1: Resources

  Establish a one-step process to send a predefined email to customers once a representative is done helping them.

  Box 2: Security roles

  Ensure that representatives ask predefined questions to identify a customer before troubleshooting a case.

  Assign a security role

  Security roles control a user's access to data through a set of access levels and permissions. The combination of access levels and permissions that are included in a specific security role sets limits on the user's view of data and on the user's

  interactions with that data.

  Box 3: Working hours

  Have chatbots available to help make recommendations in typed conversations.

  Operating hours define the hours when your organization's customer support team is active and available to serve customers. By setting up operating hours, you help your customers and your organization work together to resolve issues.

  The operating hour schedules cater to the following scenarios:

  Display the non-availability of customer support on public holidays that are otherwise operating hours.

  Accommodate change of calendar timings for daylight saving time twice an year for timezones that have implemented the daylight saving time. *-> Set up separate schedules for agents, bots, and queues to cater to different business

  scenarios and product lines seamlessly for any channel. Define schedules to transition customer queues from bots to agents. Customize the display and other settings of the chat widget during non-business hours.

• Question 6:

  DRAG DROP

  You are implementing a new channel within Omnichannel.

  You need to enable an SMS channel.

  On which entity should you configure each task? To answer, drag the appropriate entities to the correct tasks. Each entity may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view

  content. NOTE: Each correct selection is worth one point.

  Select and Place:

  

  Correct Answer:

  

  Box 1: Workstream

  Configure work distribution

  In the Work distribution area of a workstream, you can either accept the default settings or select See more and update the following options:

  Auto-close after inactivity

  Work distribution mode

  Capacity

  Block capacity for wrap up

  Etc.

  Box 2: SMS Number

  In SMS phone numbers, select Add, and enter the following details in Add SMS number:

  Number: Specify the support phone number that you purchased from TeleSign in the format, such as 14252306549. Make sure that you don't enter blank spaces or special characters.

  Type: Select Geo, Short code, or Toll free.

  Description: Enter a description.

  Validate: Select to validate the customer ID and API key.

• Question 7:

  DRAG DROP

  A company deploys Dynamics 365 Customer Service.

  A service manager requires a new classification ruleset for Bronze-type customers. The Bronze type customers require an answer within five hours.

  You need to create the classification ruleset.

  In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.

  Select and Place:

  

  Correct Answer:

  

  Step 1: Create a new ruleset in a workstream.

  To create a logical work classification ruleset, do the following steps:

  1.

  In Customer Service admin center, Omnichannel admin center, or Customer Service Hub, select a workstream, and in the Routing rules area, for the Work classification (optional) option, select Create Ruleset.

  2.

  On the Work classification page, select Create new, and in the Create work classification ruleset dialog, select Logical rules in Rule type, and enter a name and description. By default, the root record is selected and displayed at the top of the condition builder for ease of reference and visibility of the record for which you are creating the rule.

  Step 2: Create a new manual rule named Bronze.

  3.

  In the Decision list area, select Create Rule, and on the Create work classification rule dialog, enter a name. Step 3: Create a condition for the Bronze rule.

  4.

  In the Conditions area, define the conditions according to your business needs. If you are creating classification rules for records, then the top-level condition is automatically populated. You can define conditions for up to two levels of the related records and attributes.

  5.

  In the Output area, select the attribute for which value needs to be set if the conditions are met.

  6.

  Repeat steps 3 through 5 to create the demand rules. Step 4: Create a rule named 5-hour response from the decision list. Step 5: Create a demand rule for the Bronze rule.

• Question 8:

  DRAG DROP

  A company uses Dynamics 365 Customer Service.

  You need to implement queues to meet company requirements.

  Which types of queues should you use? To answer, drag the appropriate queue types to the correct requirements. Each queue type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll

  to view content.

  NOTE: Each correct selection is worth one point.

  Select and Place:

  

  Correct Answer:

  

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases

• Question 9:

  DRAG DROP

  You are customizing a Dynamics 365 Customer Service implementation for a call center.

  The call center wants to enable SMS as a channel for the customer service department.

  You need to complete the SMS channel configuration.

  Which account information should you use for each provider? To answer, drag the appropriate types of account information to the correct SMS channel provider. Each type of account information may be used once, more than once, or not at

  all. You may need to drag the split bar between panes or scroll to view content.

  NOTE: Each correct selection is worth one point.

  Select and Place:

  

  Correct Answer:

  

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel-twilio https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel

• Question 10:

  DRAG DROP

  You are an Omnichannel supervisor for a company.

  The company wants to deploy an Omnichannel Insights dashboard.

  You need to set up and monitor KPIs.

  In which section is each KPI located? To answer, drag the appropriate sections to the correct KPIs. Each section may be used once, more than once, of not at all. You may need to drag the split bar between panes or scroll to view content.

  NOTE: Each correct selection is worth one point.

  Select and Place:

  

  Correct Answer:

  

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-insights-dashboard