Microsoft Microsoft Certifications MB-230 Questions & Answers
Question 311:
Your company makes use of Dynamics 365 for Customer Service.
You have configured a customer service business unit as a parent of a call center, a digital response, and an escalation business unit. These business units all have their own queues. Customer service cases are directed to the correct
parties via the queues. You have not amended any security roles.
You have been tasked with making sure that a user in the customer service business unit is able to read queues in both the parent and child business units.
You assign the user the Scheduler security role.
Does the action achieve your objective?
A. Yes, it does
B. No, it does not
Correct Answer: B
Question 312:
Your company makes use of Dynamics 365 for Customer Service.
You have configured a customer service business unit as a parent of a call center, a digital response, and an escalation business unit. These business units all have their own queues. Customer service cases are directed to the correct
parties via the queues. You have not amended any security roles.
You have been tasked with making sure that a user in the customer service business unit is able to read queues in both the parent and child business units.
You assign the user the System customizer security role.
Does the action achieve your objective?
A. Yes, it does
B. No, it does not
Correct Answer: B
Question 313:
Your company makes use of Dynamics 365 for Customer Service.
You have configured a customer service business unit as a parent of a call center, a digital response, and an escalation business unit. These business units all have their own queues. Customer service cases are directed to the correct
parties via the queues. You have not amended any security roles.
You have been tasked with making sure that a user in the customer service business unit is able to read queues in both the parent and child business units.
You assign the user the CSR Manager security role.
Does the action achieve your objective?
A. Yes, it does
B. No, it does not
Correct Answer: A
Question 314:
A company that owns hundreds of subsidiaries uses Dynamics 365 Customer Service. Each subsidiary has its own business models and serves different industries.
You configure Connected Customer Service for Azure IoT Central.
For which three use cases should you use Connected Customer Service? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.
A. Create work orders to replace IoT-enabled traffic lights when the light bulb fails.
B. Create cases to update entitlements support terms for IoT devices when customers reach the end of their entitlement term.
C. Create cases to moderate social media when users leave poor ratings about an IoT sensor.
D. Create cases to ship new medication when an IoT sensor reports that the temperature of the medication's packing material has exceeded its usable threshold.
E. Create work orders to repair IoT-enabled fiber optic connection boxes when a connection cannot be established for a week.
Correct Answer: ADE
Explanation:
Connected Customer Service can create cases or work orders triggered from device anomalies.
Incorrect:
Not B, not C: No input from an IoT device is required.
Customer Service workspaces must have custom navigation that meets the following requirements:
An application must be opened as an anchor tab in the application tab panel.
Three additional application tabs must be opened when a session begins.
The default mode of the communication panel must be set to Docked.
You need to determine which tool and feature to use to meet all requirements.
Which two tools/features should you use? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
A.
session templates in Customer Service admin center
B.
application tab templates in App Profile Manager
C.
application tab templates in Customer Service admin center
D.
session templates in App Profile Manager
Correct Answer: AD
Explanation:
A: A session template is a combination of attributes and application tab information that can be reused.
In Omnichannel for Customer Service app, when an agent accepts an incoming conversation request from a customer, a session is started. The system opens the Active Conversation application that you (an administrator) defined as an Anchor Tab in the application tab panel. The Anchor Tab can't be closed. Simultaneously, the system expands the communication panel for you to exchange messages with the customer.
Session templates are used to define the aforementioned session experience, such as:
which application must be opened as an anchor tab in the application tab panel;
what are the additional application tabs that must be opened when a session is started;
what must be the default mode of the communication panel when a session is started.
You can create session templates in Customer Service admin center or use the out-of-the-box templates.
D: The options to access and manage the following entities are available on the left pane of the app profile manager:
*
Settings
*
Channel provider
*
Templates
-> Session templates
-Application tabs
Notifications
*
Productivity
Smart assist
Agent scripts
*
Macros
All these options are available in Unified Interface. Select any of the option to open it in a new tab.
Incorrect:
Not B, Not C:
An application tab template in Customer Service lets you specify the type of applications that can be opened when agents start a session in the Customer Service workspace or Omnichannel for Customer Service app.
Every session has at least one application tab, called the "Anchor tab", that can't be closed or customized. When you start a session, the corresponding application page and any other additional pages are opened based on your configuration
Managers state that support representatives can view contact social security numbers when the representatives open contact records.
Support representatives must only be able to verify that the social security number is saved. They must not be able to view the number.
You need to configure the application to resolve the issue.
What should you do?
A. Create a Power Automate flow.
B. Remove the column from the form.
C. Set up field-level security.
D. Set up a business rule to hide the column if it contains data.
Correct Answer: C
Explanation:
To control data access, you must set up an organizational structure that both protects sensitive data and enables collaboration. You do this by setting up business units, security roles, and field security profiles.
Use field security to control access to field values
You use field-level security to restrict access to high business impact fields to specific users and teams. For example, you use this to enable only certain users to read or update the credit score for a customer.
Note: The following steps describe how to restrict access to a field:
1.
Enable field-level security for an attribute
2.
Create a field-level security profile
3.
Associate users or teams with the profile
4.
Add specific field permissions, such as Create, Update or Read for a specific attribute to the profile
5.
The following diagram shows the interaction between role-based security and field-level security.
6.
Role-based compared to field-level security.
7.
Role-based security lets you see records of a specific entity type, record-based security lets you see individual records, and field-level security lets you see specific fields.
Incorrect:
Not D:
You can create business rules and recommendations to apply form logic without writing JavaScript code or creating plug-ins. Business rules provide a simple interface to implement and maintain fast-changing and commonly used rules. They
can be applied to Main and Quick Create forms, and they work in Dynamics 365 Customer Engagement (on-premises), Dynamics 365 for Customer Engagement web apps, Dynamics 365 for tablets, and Dynamics 365 for Outlook (online or
offline mode).
By combining conditions and actions, you can do any of the following with business rules: Set field values Clear field values Set field requirement levels Show or hide fields Enable or disable fields Validate data and show error messages Create business recommendations based on business intelligence. Reference: https://learn.microsoft.com/en-us/power-platform/admin/security-roles-privileges
Agents provide incorrect responses when replying to customer issues.
You need to configure quick replies.
What should you do?
A. Add a macro in Smart assist.
B. Add a quick reply to a workstream.
C. Create a new quick reply with the category name as the title.
D. Create a new tag for each quick reply.
Correct Answer: D
Explanation:
Enable personal quick replies for agents
You can allow agents to create their own personal quick replies that are stored in the agent's context and which the agent can invoke by using the associated tags during a session with a customer. Agents can use personal quick replies to
respond to customer queries efficiently with minimal turnaround time.
As an administrator, you can use a Power Automate utility to delete unused tags.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
A. Add the chatbot to an existing human agent queue.
B. Configure context variables for the chatbot.
C. Enable a Power Virtual Agents chatbot to end conversations.
D. Create a chatbot queue and a human agent queue.
E. Enable AI suggestions with the chatbot.
Correct Answer: BD
Explanation:
Requirements. Support.
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.
B: When you hand off a conversation, you share the full history of the conversation (the context) as well as all user-defined variables. Having access to this context means live agents that are using any connected engagement hub can be notified that a conversation requires a live agent, see the context of the prior conversation, and resume the conversation.
BD: Escalate a conversation to a human agent.
In Omnichannel for Customer Service, a bot can escalate the current conversation to a human agent. The routing of the conversation depends on the routing rule that's configured for the workstream.
When the conversation is transferred from the bot to a human agent, the customer and case details are automatically identified when the agent accepts the escalation request. The bot routes conversations by using the Omnichannel for
Customer Service context variables that are associated with the conversation. The bot can send a list of context variables and associated values to Omnichannel for Customer Service, together with the escalation request. The bot can also set
context items that can be used by skill finder models to identify new skills and append them to the existing skills list for the conversation. Omnichannel for Customer Service will then update the context variables with the specified values, and
run the routing engine again. This ensures that the escalated conversation is routed to the right queue.
Incorrect:
Not C: End a conversation.
The Azure bot can choose to end the conversation if it determines that the customer's questions have been answered, or if the customer is no longer responding. The bot can send an EndConversation request to Omnichannel for Customer
You need to configure the Power Virtual Agents chatbot. What should you configure?
A. Assign chatbots to appropriate queues.
B. Assign each queue a workstream.
C. Embed a chat widget in the portal.
D. Add a chatbot to the workstream.
Correct Answer: A
Explanation:
Requirements. Support.
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.
Enable a human agent to transfer a conversation back to a bot.
Some support scenarios may require a human agent to transfer a conversation back to a Power Virtual Agents bot after delivering personalized support. This transfer from human agent to bot may be used to provide further assistance with
basic, repetitive tasks, or to collect additional data, as in a customer survey.
You can facilitate the transfer of a conversation from a human agent back to a bot in the following ways:
Create two bots that reside in two queues.
Create two bots that reside in the same queue.
Note: Escalate a conversation to a human agent.
In Omnichannel for Customer Service, a bot can escalate the current conversation to a human agent. The routing of the conversation depends on the routing rule that's configured for the workstream.
When the conversation is transferred from the bot to a human agent, the customer and case details are automatically identified when the agent accepts the escalation request. The bot routes conversations by using the Omnichannel for
Customer Service context variables that are associated with the conversation. The bot can send a list of context variables and associated values to Omnichannel for Customer Service, together with the escalation request. The bot can also set
context items that can be used by skill finder models to identify new skills and append them to the existing skills list for the conversation. Omnichannel for Customer Service will then update the context variables with the specified values, and
run the routing engine again. This ensures that the escalated conversation is routed to the right queue.
You need to configure the portal for external customers. What should you do?
A. Add table permissions to a web role.
B. Ensure the model-driven app is shared with all customers.
C. Ensure all customers have an Active Directory account.
D. Ensure all contact records are configured for portal use.
Correct Answer: D
Explanation:
In the out-of-box implementation, there is no way for users to self-register for websites that are created by using the Customer portal. To sign in and use a website, users must be invited by the admin. Microsoft has intentionally blocked the
ability of users to self-register.
Before a user can use a website, a contact record must be created for that user. This record indicates which customer account and legal entity the user belongs to. This information is essential for ensuring that the user can create and view
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