Microsoft Microsoft Certifications MB-230 Questions & Answers
Question 131:
You are implementing Omnichannel for Customer Service.
The customer service supervisor wants to change one of the intraday KPI calculation methods.
You need to modify the supervisor dashboard with the new KPI.
Which tool should you use?
A. Power BI Pro
B. Report Wizard
C. Power Platform Maker portal
D. Supervisor settings
Correct Answer: A
Explanation:
To cater to your organizational needs, intraday insights allows you to customize KPIs. This allows supervisors to adapt to your organizational parameters that are specifically designed for your organization. Through the Power BI desktop
application, you can customize these KPIs.
Add custom KPIs
You can add the custom KPIs that are specific to your organization to intraday insights. This allows intraday insights to be more specific and helps supervisors adhere your organizational requirements. To add custom KPIs, follow these steps:
1.
Review the prerequisites.
2.
Open the Power BI desktop application and sign in with your administrator credentials.
3.
From the Home menu, select Get Data > Power BI datasets. The dataset selection dialog box opens.
4.
Select IntradayMonitoring from the workspace that you have created through configuration (Configure Power BI workspace in Omnichannel Administration app), and then select Load. The fields related to intraday insights are loaded.
5.
From the field category list, select a category to create a measure and then select More options (...) > New measure
6.
Etc.
Note: Power BI Pro is an individual user license that allows access to all content and capabilities in the Power BI service. You can even share content and collaborate with other Pro users. Only Pro users can publish content to other workspaces, share dashboards, and subscribe to dashboards and reports. Reference: https://learn.microsoft.com/en-us/dynamics365/customer-service/customize-kpis-intraday-insights
Question 132:
A company has used Dynamics 365 Customer Service with Omni channel for more than a year.
The company has experienced several product recalls over the last three months. Customer agents must follow standardized answers, approved by the legal department, to respond to customer questions that are sent in from chats, texts,
and phone conversations.
You need to configure the system.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
A. Enable the productivity panel.
B. Install the Productivity Tools app from App Source.
C. Create a macro.
D. Create an agent script.
Correct Answer: AD
Explanation:
Agent scripts are available within the Productivity pane in the Customer Service workspace and Omnichannel for the Customer Service app.
Agent scripts contains series of steps that will guide the agents while working, helping them to be more efficient.
From the Agent Script session in the productivity panel, you can see several agent script steps.
An electrical engineering company is implementing Dynamics 365 Customer Service.
Engineers schedule work in one-hour blocks.
Engineers who complete a job before the end of the one-hour block must not be able to start a new job in that same block.
Engineers who require part of an additional one-hour block to complete a job must not be able to start a new job in that additional block.
You need to configure the fulfillment preference to meet the requirements.
Proposed solution: Change the scheduler time resolution to one hour.
Does the solution meet the goal?
A. Yes
B. No
Correct Answer: B
Explanation:
Instead: Proposed solution: Create a fulfillment record and set the interval to one hour.
Note:
Fulfillment preferences are customizable entities that let you choose how schedule assistant results are displayed, like with neat hourly appointments or morning and afternoon time windows.
By default, the schedule assistant displays results based entirely on resource schedules and the earliest available time, such as 10:39 AM. With fulfillment preferences set to hourly, the same resource's availability shows as 11:00 AM. This
makes it simpler for the scheduler to view and understand availability and communicate it to the customer.
Intervals
Intervals display schedule assistant results in neat time slots that dictate start time of subsequent bookings. When configured as 30-minute intervals, the schedule assistant will display a resource available at 9:27 AM as available at 9:30 AM
and will book the start time (arrival time) for 9:30 AM. This includes travel time for onsite requirements and work orders, meaning travel time will begin before 9:30 AM, and a field resource will arrive and start work at 9:30 AM.
You need to implement a solution to provide the technician's utilization. Which solution should you use?
A. Use default schedule board with filters.
B. Use custom web resources.
C. Change the board view settings.
D. Create multiple schedule board tabs.
Correct Answer: D
Question 135:
You are customizing an Omnichannel for Customer Service implementation.
A call center wants to enable a chat channel for unauthenticated chats with the following requirements:
Chat must auto detect a customer for agents.
A chat widget must be embedded in a specific domain.
You need to customize the solution that meets the requirements.
Which two options you should select? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
A.
pre-chat survey
B.
visitor location
C.
proactive chat
D.
widget location
Correct Answer: CD
Explanation:
C: A chat channel allows your customers to engage with customer service agents using the chat widget on a website. Proactive chat allows customer service agents to engage with customers by automatically inviting them to a chat conversation based on the configured rules. Proactively engaging with a customer at the time when they need help improves customer experience and satisfaction.
Information about the user journey, time spent on a web page, and more can be used to decide when to engage with a customer. You can control the proactive chat experience by using personalized trigger messages and configurable rules to define the target audience, time frame, and target location.
D: On the Location tab, perform the following steps:
a) In the Widget location section, select Add to specify the website domain where the chat widget must be shown. The domain format should not include the protocol (for example, http or https).
b) In the Visitor location section, specify whether you need to detect the visitor's location, and then select a Geo Location Provider. More information: Set up location detection
Note:
If no domains are specified, the chat widget can be embedded on any website without restrictions. If you specify a domain, the chat widget can be hosted only on the specified domain.
What should you use to install the service scheduling?
A. Business Management settings
B. AppSource
C. Power Platform admin center
D. Process Center
Correct Answer: C
Explanation:
Install Customer Service scheduling
Customer Service scheduling should be available within Customer Service Hub for new environments. If you have an older installation and can't find the Scheduling area in the app, go to Microsoft Power Platform admin center, expand the
Resources area, and then select Dynamics 365 apps.
You are creating an external-facing portal that uses capabilities of Dynamics 365 Customer Service.
When a case is closed, customers must receive an email that provides the ability to visit the knowledge base associated with the case.
You need to configure the system.
Which two options should you configure? Each correct answer presents part of a solution.
NOTE: Each correct selection is worth one point.
A. In Dynamics 365 Customer Service, enter the portal URL that will be used to create external (public facing) portal links for knowledge articles in the Knowledge Solution field.
B. In Dynamics 365 Customer Service, under Knowledge Source, in the Knowledge Solution field, enable sharing the knowledge article as a link in the email sent to the customer.
C. In the Knowledge Articles Feedback section, set Enable users to provide feedback on knowledge articles from search control to Yes.
D. In Dynamics 365 Customer Service, ensure that the representative closing the case attaches the knowledge article to the record.
Correct Answer: AB
Explanation:
Set up knowledge management (Customer Service app)
Make sure that you have the System Administrator or System Customizer security role or equivalent permissions. You must also be the tenant administrator of Office 365.
go to Settings > Service Management
Under Knowledge Base Management, select Embedded Knowledge Search.
In the Knowledge Base Management Settings wizard, in Record Types, select the record types you want to turn on knowledge management for. The list will include all entities that are available for an N:N relationship. Knowledge management
is enabled for case entity by default.
Under Knowledge Source, in the Knowledge Solution field, select the knowledge solution. (B)
In the Support Portal Connection section, enter the following: Use an external portal. You can integrate an external portal for publishing knowledge articles. If your organization uses one, select this check box. Select Yes to share the
knowledge article as a link in the email sent to the customer. Select No to share the article content inserted in the email body. If you choose Yes, provide the URL format . URL Format. Type the portal URL that will be used to create external
(public-facing) portal links for knowledge articles, which the service agents can share with the customers. The external URL is created in the following format: https:///kb/{kbnum} The placeholder "{kbnum}" is replaced by an actual knowledge
article number. (B)
Use an external portal. You can integrate an external portal for publishing knowledge articles. If your organization uses one, select this check box. Select Yes to share the knowledge article as a link in the email sent to the customer. Select No
to share the article content inserted in the email body. If you choose Yes, provide the URL format. (A)
URL Format. Type the portal URL that will be used to create external (public-facing) portal links for knowledge articles, which the service agents can share with the customers. The external URL is created in the following format: https:///kb/
{kbnum} The placeholder "{kbnum}" is replaced by an actual knowledge article number. (A)
You are creating agent scripts that have macros for quick steps for agents in a support center.
Agents need to be able to open a case from one of the steps in the agent scripts.
You need to select a type of connector to use to create the macro.
Solution: Configure the macro by using a custom connector.
Does the solution meet the goal?
A. Yes
B. No
Correct Answer: B
Explanation:
Correct Solution: Configure the macro by using a session connector.
Can I work on cases along with chats?
Yes. You can work on cases alongside customer conversations in different sessions. You can open case sessions from the dashboards and grids using gestures.
Note: Start a session
As an agent, you can start the sessions in two ways: Manually start a session Automatically start a session using the incoming notification
When you start a session from a notification request that is a chat or SMS channel, the presence status is updated as per the configuration set for you by your administrator. In addition, the communication panel is displayed so you can communicate with the customer. Manually start a session using the gestures Contact and Case session
Use a combination of keyboard and mouse-click gesture to start a session. You can press Shift and select the work item to open a case or contact session. You can also select the Open option from the Omnichannel Agent Dashboard to start
a case or contact session.
Note 2:
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.
You are creating agent scripts that have macros for quick steps for agents in a support center.
Agents need to be able to open a case from one of the steps in the agent scripts.
You need to select a type of connector to use to create the macro.
Solution: Configure the macro by using an Omnichannel connector.
Does the solution meet the goal?
A. Yes
B. No
Correct Answer: B
Explanation:
Correct Solution: Configure the macro by using a session connector.
Can I work on cases along with chats?
Yes. You can work on cases alongside customer conversations in different sessions. You can open case sessions from the dashboards and grids using gestures.
Note: Start a session
As an agent, you can start the sessions in two ways: Manually start a session Automatically start a session using the incoming notification
When you start a session from a notification request that is a chat or SMS channel, the presence status is updated as per the configuration set for you by your administrator. In addition, the communication panel is displayed so you can communicate with the customer. Manually start a session using the gestures Contact and Case session
Use a combination of keyboard and mouse-click gesture to start a session. You can press Shift and select the work item to open a case or contact session. You can also select the Open option from the Omnichannel Agent Dashboard to start
a case or contact session.
Note 2:
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.
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