Microsoft Microsoft Certifications MB-230 Questions & Answers

• Question 121:

  A customer service manager needs a combination of case data analytics and AI insights. The information must include data from the last year.

  The customer service manager notices that the Customer Service Hub does not display the information.

  You need to resolve the issue.

  Which two actions should you perform? Each correct answer presents part of the solution.

  NOTE: Each correct selection is worth one point.

  A. Use The Knowledge analytics dashboard.

  B. Use the Customer Service historical analytics report.

  C. Enable Unified routing.

  D. Use the Suggestions for knowledge article authors report.

  E. Disable Unified routing.

  Correct Answer: BC

  Explanation:

  Enable historical analytics for unified routing

  Use the Customer Service admin center or Customer Service Hub app to enable or disable the reports. The metrics are available in the report after 24 hours.

  1. Go to one of the apps, and perform the following steps.

  a.

  In the site map, select Insights in Operations. The Insights page appears.

  b.

  For Customer Service historical analytics, select Manage. The Customer Service historical analytics page is displayed.

  c.

  Select the Add historical analytics for unified routing check box.

  2. Select Save and Close.

  Reference: https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/configure-cs-historical-analytics-csh

• Question 122:

  You need to configure the SMS workstream. What should you use?

  A. the existing fallback queue

  B. a new fallback queue

  C. the work distribution mode set to push

  D. the work distribution mode set to pull

  Correct Answer: B

  Explanation:

  Scenario: Provide the customer service supervisor with the ability to create agent scripts for Omnichannel agents and a workstream for SMS. The customer service supervisor must also be able to edit an existing workstream.

  How fallback queues work

  To efficiently manage the work items, you can configure a fallback queue per workstream that acts as a safety net. You can set an existing queue as the fallback queue or create a fallback queue with the required settings when you're creating

  a workstream.

  For existing workstreams, you can configure the fallback queue on the workstream page. If you choose to create a queue, you need to add users. By default, the assignment method for the fallback queue is highest capacity.

  Note:

  Incorrect:

  Not C, not D: Work distribution mode: Select Push or Pick. You can't edit this setting later.

  In Push mode, a work item is dispatched to agents automatically using a message alert. You can configure the push work item to be explicitly picked up. For voice, only push mode is available.

  In Pick mode, a work item is dispatched to agents when they explicitly pick the work item from the Open work items in the agent dashboard.

  Reference:

  https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/create-workstreams https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/queues-omnichannel

• Question 123:

  You need to assign the minimum required security roles to a bot for the customer service supervisor. Which security roles should you use?

  A. Omnichannel agent and Omnichannel supervisor

  B. Omnichannel agent and customer service representative

  C. Omnichannel supervisor and customer service manager

  D. Omnichannel supervisor and customer service representative

  Correct Answer: A

  Explanation:

  Scenario:

  Provide the customer service supervisor with the ability to create agent scripts for Omnichannel agents and a workstream for SMS. The customer service supervisor must also be able to edit an existing workstream.

  Provide the customer service supervisor with the ability to track sentiment in real time.

  Omnichannel agent: Required for performing agent tasks.

  Omnichannel supervisor: Required for performing supervisor tasks.

  Incorrect:

  *

  customer service manager

  The Customer service manager security role represents a user who reviews customer service process performance and enables the customer service process.

  It is related to cases.

  *

  Customer service representative

  The Customer service representative security role represents a user who documents customer service events and responds to customer service inquiries.

  It is also related to cases.

  Reference: https://learn.microsoft.com/en-us/dynamics365/customer-service/implement/add-users-assign-roles https://learn.microsoft.com/en-us/dynamicsax-2012/appuser-itpro/customer-service-manager-security-role-tradecustomerservicemanager https://learn.microsoft.com/en-us/dynamicsax-2012/appuser-itpro/customer-service-representative-security-role-tradecustomerservicerepresentative

• Question 124:

  A company has a Customer Service deployment.

  The company plans to implement macros.

  You need to create and configure a macro.

  Which connector should you use?

  A. Viva Engage connector

  B. Dataverse connector

  C. Office 365 Outlook connector

  D. Session connector

  Correct Answer: D

  Explanation:

  Predefined automation actions

  In Customer Service, macros provide three connectors:

  Productivity automation: Provides actions to perform model-driven app operations.

  Session connector: Provides actions to perform session-related operations.

  Omnichannel connector: Provides actions to perform Omnichannel for Customer Service–related operations.

  Reference:

  https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/macros

• Question 125:

  You need to configure the Dynamics 365 Customer Service workspace to meet the representative's needs. What should you configure?

  A. smart assist

  B. customer connector

  C. macros in agent scripts

  D. session template

  Correct Answer: D

  Explanation:

  Requirements. Employees include:

  Specific representatives require a Dynamics 365 Customer Service workspace to perform the following activities:

  Open an assigned record in a new workspace tab.

  (Use a predefined email template when representatives send an email.)

  A session template is a combination of attributes and application tab information that can be reused.

  The out-of-the-box session template for using in Customer Service workspace is Case entity session - default template.

  Reference: https://learn.microsoft.com/en-us/dynamics365/app-profile-manager/session-templates?tabs=customerserviceadmincenter

• Question 126:

  You need to configure the chat channel.

  What should you configure?

  A. proactive chat

  B. workstream

  C. quick replies

  D. persistent chat

  Correct Answer: B

  Explanation:

  Requirements. 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.

  A workstream is a container to enrich, route, and assign work items, and can be associated with a channel, such as live chat, voice, or case.

  The workstream can belong to multiple channels of the same type, like multiple chat channels. In this case, all the conversations from these channels inherit the routing and work assignment settings of the workstream they belong to.

  The workstream can be one of the following types:

  Messaging: To route conversations from live chat, SMS, social, and Microsoft Teams channels.

  Record: To route records, such as case, email, and activity.

  Voice: To route calls made to support numbers listed on the customer portal.

  Reference: https://learn.microsoft.com/en-us/dynamics365/customer-service/create-workstreams?tabs=customerserviceadmincenter

• Question 127:

  You implement Dynamics 365 Customer Service for a call center.

  The call center supervisor has the following requirements for the Customer Service workspace functionality:

  Automate agents

  Correct Answer: B

  Explanation: Correct Solution: Create a macro with an Omnichannel connector. Automate tasks with macros Predefined automation actions In Customer Service, macros provide three connectors: Productivity automation: Provides actions to perform model-driven app operations. Session connector: Provides actions to perform session-related operations. Omnichannel connector: Provides actions to perform Omnichannel for Customer Service–related operations. Omnichannel connector

  As an administrator, you can use the actions any number of times across different macros to automate and perform operations related to Omnichannel for Customer Service.

  Note

  Macro actions for the Omnichannel connector is available if Customer Service workspace in Omnichannel for Customer Service is installed.

  Reference:

  https://learn.microsoft.com/en-us/dynamics365/app-profile-manager/macros

• Question 128:

  You implement Dynamics 365 Customer Service for a call center.

  The call center supervisor has the following requirements for the Customer Service workspace functionality:

  Automate agents

  Correct Answer: B

  Explanation: Correct Solution: Create a macro with an Omnichannel connector. Automate tasks with macros Predefined automation actions In Customer Service, macros provide three connectors: Productivity automation: Provides actions to perform model-driven app operations. Session connector: Provides actions to perform session-related operations. Omnichannel connector: Provides actions to perform Omnichannel for Customer Service–related operations. Omnichannel connector

  As an administrator, you can use the actions any number of times across different macros to automate and perform operations related to Omnichannel for Customer Service.

  Note

  Macro actions for the Omnichannel connector is available if Customer Service workspace in Omnichannel for Customer Service is installed.

  Reference: https://learn.microsoft.com/en-us/dynamics365/app-profile-manager/macros

• Question 129:

  You implement Dynamics 365 Customer Service for a call center.

  The call center supervisor has the following requirements for the Customer Service workspace functionality:

  Automate agents

  Correct Answer: B

  Explanation: Correct Solution: Create a macro with an Omnichannel connector. Automate tasks with macros Predefined automation actions In Customer Service, macros provide three connectors: Productivity automation: Provides actions to perform model-driven app operations. Session connector: Provides actions to perform session-related operations. Omnichannel connector: Provides actions to perform Omnichannel for Customer Service–related operations. Omnichannel connector

  As an administrator, you can use the actions any number of times across different macros to automate and perform operations related to Omnichannel for Customer Service.

  Note

  Macro actions for the Omnichannel connector is available if Customer Service workspace in Omnichannel for Customer Service is installed.

  Reference: https://learn.microsoft.com/en-us/dynamics365/app-profile-manager/macros

• Question 130:

  A company is developing a Power Virtual Agents chatbot that integrates with Dynamics 365 Omnichannel for Customer Service. The company has offices in Africa and South America.

  You need to deploy Power Virtual Agents (PVAs) to all supported countries/regions.

  To which three geographies should you deploy the PVAs? Each correct answer presents a complete solution.

  NOTE: Each correct selection is worth one point.

  A. South America

  B. United States

  C. Africa

  D. Asia

  E. Europe

  Correct Answer: ABC

  Reference: https://learn.microsoft.com/en-us/power-virtual-agents/data-location#data-locations https://learn.microsoft.com/en-us/dynamics365/customer-service/international-availability