Microsoft Microsoft Certifications MB-230 Questions & Answers

• Question 91:

  HOTSPOT

  You are an Omnichannel supervisor for an inbound call center.

  The call center's customer service rating has decreased over the past few months.

  You need to enable analysis to view real-time customer sentiment.

  In which configuration area should you enable each requirement? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

• Question 92:

  HOTSPOT

  A company is implementing Omnichannel for Customer Service.

  The company plans to release a new product in the following markets: Germany, Spain, and France.

  Before the product launches, one agent from each country/region will receive training on the new product. The agents are included as part of a new team for the product. Each agent is part of a team specific to the country/region that they

  serve.

  Inquiries about the new product must be routed as follows:

  1.

  Route inquiries to an agent who knows the new product and is fluent in the language of the caller.

  2.

  Route inquiries to an agent who knows the new product but speaks only a bit of the language of the caller.

  3.

  Route inquiries to an agent who speaks all caller languages but does not know the new product.

  You need to configure the system.

  Which feature should you use? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

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• Question 93:

  HOTSPOT

  A company installs and services air filtering units for industrial manufacturing plants. The company is implementing Dynamics 365 Customer Service.

  Each regional location has only two advanced diagnostic units. The company charges customers a higher rate when the company uses a unit.

  You need to configure the system to optimize work scheduling.

  What should you configure? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

• Question 94:

  HOTSPOT

  A computer repair company employs technicians. Some technicians fix hardware issues and some fix software issues.

  A case is opened for each customer call. Technicians are sent to customers’ homes when issues cannot be fixed over the phone. The company implements Dynamics 365 Customer Service and wants to start scheduling the technicians’ in-

  person appointments.

  The requirements for scheduling appointments are as follows:

  Schedule an appointment with the technician who is located closest to a customer.

  Schedule an appointment based on whether the issue is hardware or software.

  The dispatcher who schedules appointments must not be able to configure the system.

  You need to configure the system to meet the requirements.

  Which options should you use? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

• Question 95:

  HOTSPOT

  A company is evaluating Dynamics 365 Customer Service Insights.

  The company decides to use the sample data environment to expedite the evaluation process.

  You need to recommend a dashboard.

  Which dashboard should you recommend? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

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

  https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/dashboard-case-resolutions

• Question 96:

  HOTSPOT

  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:

  1.

  Each agent can take no more than two chats at a time.

  2.

  A new conversation must auto assign to an available agent.

  3.

  You need to select the conversation options to meet the requirements. Which options should you configure?

  Hot Area:

  

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  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/unified-routing-work-distribution

• Question 97:

  HOTSPOT

  You must set up the following:

  1.

  A work stream must be configured to use Twitter.

  2.

  The cases must automatically go to the next available sales representative.

  3.

  Any existing case that comes in must be assigned automatically to the sales representative who worked on the case originally.

  You need to choose the correct setting.

  Which setting should you use? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/channels https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entity-workstream https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams

• Question 98:

  HOTSPOT

  A company uses Dynamics 365 Customer Service. The company purchases Omnichannel for Customer Service.

  The company wants the following requirements implemented without the need to license additional software:

  The system must automatically ask questions before the chat begins.

  Credit card information that a customer enters in a chat must not be visible to the agent.

  You need to configure the options to meet the requirements.

  Which options should you configure? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-pre-chat-survey

  https://docs.microsoft.com/en-us/dynamics365/customer-service/data-masking-settings

• Question 99:

  HOTSPOT

  You are working as a functional consultant for Dynamics 365 Customer Service. No changes have been made to security roles.

  You need to ensure that customer service representatives can process cases that have service-level agreements (SLAs) and entitlements. You must grant only the minimum privileges required.

  How should you configure security? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

• Question 100:

  HOTSPOT

  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.

  Hot Area:

  

  Correct Answer: