Microsoft Microsoft Certifications MB-230 Questions & Answers

• Question 331:

  You need to configure the system so that an email is sent to a manager about the SLAs according to the requirements. What should you configure?

  Case Study Title (Case Study):Case study

  This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.

  To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.

  At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.

  To start the case studyTo display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

  Overview

  The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service level agreements (SLAs) in place. Most clients have agreements that last one year and have 30

  cases available. Half the cases may be opened by phone. The other half may be opened by email.

  The company has an existing on-premises software system. The current system no longer meets the company's needs.

  The support desk is open 8:00 am to 8:00 pm Eastern Standard Time.

  Requirements Support desk

  The company plans to implement Dynamics 365. The solution will include a custom entity that needs to be search enabled.

  You must configure the system to ensure that you can determine how many support tickets and new orders tickets are received. You must be able to determine which device types have the most tickets opened for issues. Business hours in the system must reflect the hours support staff is scheduled.

  Case handling

  1.

  New cases must automatically route to the correct support group by phone type or new purchase group without requiring custom code.

  2.

  The system must automatically create a case when email is received by companies that are not in the system.

  3.

  The system must automatically send a response to an email sender upon case creation for new orders, but not for service records.

  4.

  Users must be able to initiate routing for manually created cases.

  5.

  The system must create sub-cases from one customer with different cases and also if the same issue is reported by several customers. Subcases must inherit the following fields: customer name, contact email address and case title.

  6.

  Main cases must not be closed until all the sub-cases are closed.

  7.

  Separate groups must be created for each type of service and each phone type. Access to the groups must be restricted to team members that support that service or phone type.

  8.

  When importing from the old system, old cases do not need to be routed to the correct support group.

  Knowledge base

  1.

  Users must be able to search the knowledge base when opening a new case form or when checking on cases.

  2.

  Users must be able to use relevant searches and include any customer entities.

  Dashboards

  1.

  Managers must be able to see a real-time list of open cases, open activities, and expiring entitlements all on one page.

  2.

  Managers must also be able to see all open cases, escalated cases and cases by representatives on one screen. Managers must be able to drill down within each area.

  3.

  Managers need a dashboard that displays weekly statistics for cases and representatives.

  4.

  Each representative needs to see their own tickets that are opened for the day, week, and month as well as their closed tickets.

  Service-level agreements

  1.

  Most customers must be contacted within 90 minutes of their case being opened.

  2.

  Some customers can purchase faster service on call backs.

  3.

  Emails must be sent to support managers when service-level agreements (SLAs) are missed.

  4.

  Support representatives must be able to see a timer on each case form to ensure they are adhering to their SLAs.

  5.

  SLA KPIs must be tracked in the system.

  6.

  SLA KPIs must appear on the case form.

  7.

  Cases must be able to be placed on hold if issues arise with related contracts.

  Issues

  Users report they are not able to search the Knowledge Base.

  A. Failure Action

  B. Warning Action

  C. Applicable When

  D. Success Criteria

  E. Success Action

  Correct Answer: A

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

• Question 332:

  You need to enable relevance search for the custom entity.

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

  NOTE: Each correct selection is worth one point.

  Case Study Title (Case Study):

  Case study

  This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage

  your time to ensure that you are able to complete all questions included on this exam in the time provided.

  To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is

  described in the case study. Each question is independent of the other questions in this case study.

  At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.

  To start the case studyTo display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

  Overview

  The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service level agreements (SLAs) in place. Most clients have agreements that last one year and have 30

  cases available. Half the cases may be opened by phone. The other half may be opened by email.

  The company has an existing on-premises software system. The current system no longer meets the company's needs.

  The support desk is open 8:00 am to 8:00 pm Eastern Standard Time.

  Requirements Support desk

  The company plans to implement Dynamics 365. The solution will include a custom entity that needs to be search enabled.

  You must configure the system to ensure that you can determine how many support tickets and new orders tickets are received. You must be able to determine which device types have the most tickets opened for issues. Business hours in the system must reflect the hours support staff is scheduled.

  Case handling

  1.

  New cases must automatically route to the correct support group by phone type or new purchase group without requiring custom code.

  2.

  The system must automatically create a case when email is received by companies that are not in the system.

  3.

  The system must automatically send a response to an email sender upon case creation for new orders, but not for service records.

  4.

  Users must be able to initiate routing for manually created cases.

  5.

  The system must create sub-cases from one customer with different cases and also if the same issue is reported by several customers. Subcases must inherit the following fields: customer name, contact email address and case title.

  6.

  Main cases must not be closed until all the sub-cases are closed.

  7.

  Separate groups must be created for each type of service and each phone type. Access to the groups must be restricted to team members that support that service or phone type.

  8.

  When importing from the old system, old cases do not need to be routed to the correct support group.

  Knowledge base

  1.

  Users must be able to search the knowledge base when opening a new case form or when checking on cases.

  2.

  Users must be able to use relevant searches and include any customer entities.

  Dashboards

  1.

  Managers must be able to see a real-time list of open cases, open activities, and expiring entitlements all on one page.

  2.

  Managers must also be able to see all open cases, escalated cases and cases by representatives on one screen. Managers must be able to drill down within each area.

  3.

  Managers need a dashboard that displays weekly statistics for cases and representatives.

  4.

  Each representative needs to see their own tickets that are opened for the day, week, and month as well as their closed tickets.

  Service-level agreements

  1.

  Most customers must be contacted within 90 minutes of their case being opened.

  2.

  Some customers can purchase faster service on call backs.

  3.

  Emails must be sent to support managers when service-level agreements (SLAs) are missed.

  4.

  Support representatives must be able to see a timer on each case form to ensure they are adhering to their SLAs.

  5.

  SLA KPIs must be tracked in the system.

  6.

  SLA KPIs must appear on the case form.

  7.

  Cases must be able to be placed on hold if issues arise with related contracts.

  Issues

  Users report they are not able to search the Knowledge Base.

  A. Add Quick Find to the case form.

  B. Add custom entities to Configure Relevance Search in Customizations and Entities.

  C. Add Knowledge Base Search control to the forms case.

  D. Enable Relevance Search in System Settings.

  Correct Answer: B

  Reference: https://carldesouza.com/how-to-use-relevance-search-in-dynamics-365/

• Question 333:

  You need to ensure users can search the knowledge base from a case record.

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

  NOTE: Each correct selection is worth one point.

  Case Study Title (Case Study):Case study

  This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.

  To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.

  At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.

  To start the case studyTo display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

  Overview

  The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service level agreements (SLAs) in place. Most clients have agreements that last one year and have 30

  cases available. Half the cases may be opened by phone. The other half may be opened by email.

  The company has an existing on-premises software system. The current system no longer meets the company's needs.

  The support desk is open 8:00 am to 8:00 pm Eastern Standard Time.

  Requirements

  Support desk

  The company plans to implement Dynamics 365. The solution will include a custom entity that needs to be search enabled.

  You must configure the system to ensure that you can determine how many support tickets and new orders tickets are received. You must be able to determine which device types have the most tickets opened for issues. Business hours in the system must reflect the hours support staff is scheduled.

  Case handling

  1.

  New cases must automatically route to the correct support group by phone type or new purchase group without requiring custom code.

  2.

  The system must automatically create a case when email is received by companies that are not in the system.

  3.

  The system must automatically send a response to an email sender upon case creation for new orders, but not for service records.

  4.

  Users must be able to initiate routing for manually created cases.

  5.

  The system must create sub-cases from one customer with different cases and also if the same issue is reported by several customers. Subcases must inherit the following fields: customer name, contact email address and case title.

  6.

  Main cases must not be closed until all the sub-cases are closed.

  7.

  Separate groups must be created for each type of service and each phone type. Access to the groups must be restricted to team members that support that service or phone type.

  8.

  When importing from the old system, old cases do not need to be routed to the correct support group.

  Knowledge base

  1.

  Users must be able to search the knowledge base when opening a new case form or when checking on cases.

  2.

  Users must be able to use relevant searches and include any customer entities.

  Dashboards

  1.

  Managers must be able to see a real-time list of open cases, open activities, and expiring entitlements all on one page.

  2.

  Managers must also be able to see all open cases, escalated cases and cases by representatives on one screen. Managers must be able to drill down within each area.

  3.

  Managers need a dashboard that displays weekly statistics for cases and representatives.

  4.

  Each representative needs to see their own tickets that are opened for the day, week, and month as well as their closed tickets.

  Service-level agreements

  1.

  Most customers must be contacted within 90 minutes of their case being opened.

  2.

  Some customers can purchase faster service on call backs.

  3.

  Emails must be sent to support managers when service-level agreements (SLAs) are missed.

  4.

  Support representatives must be able to see a timer on each case form to ensure they are adhering to their SLAs.

  5.

  SLA KPIs must be tracked in the system.

  6.

  SLA KPIs must appear on the case form.

  7.

  Cases must be able to be placed on hold if issues arise with related contracts.

  Issues

  Users report they are not able to search the Knowledge Base.

  A. Add Knowledge Base Search control to the dashboard.

  B. Check Knowledge Management from the case entity in the solution.

  C. Insert the Knowledge Base Search control on the form.

  D. Select the Knowledge Base Search control from the entity.

  E. Add the Quick Find option to the views.

  Correct Answer: BC

• Question 334:

  You need to implement service-level agreements.

  Which type of agreements should you implement?

  Case Study Title (Case Study):Case study

  This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.

  To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.

  At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.

  To start the case studyTo display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

  Overview

  The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service level agreements (SLAs) in place. Most clients have agreements that last one year and have 30

  cases available. Half the cases may be opened by phone. The other half may be opened by email.

  The company has an existing on-premises software system. The current system no longer meets the company's needs.

  The support desk is open 8:00 am to 8:00 pm Eastern Standard Time.

  Requirements

  Support desk

  The company plans to implement Dynamics 365. The solution will include a custom entity that needs to be search enabled.

  You must configure the system to ensure that you can determine how many support tickets and new orders tickets are received. You must be able to determine which device types have the most tickets opened for issues. Business hours in the system must reflect the hours support staff is scheduled.

  Case handling

  1.

  New cases must automatically route to the correct support group by phone type or new purchase group without requiring custom code.

  2.

  The system must automatically create a case when email is received by companies that are not in the system.

  3.

  The system must automatically send a response to an email sender upon case creation for new orders, but not for service records.

  4.

  Users must be able to initiate routing for manually created cases.

  5.

  The system must create sub-cases from one customer with different cases and also if the same issue is reported by several customers. Subcases must inherit the following fields: customer name, contact email address and case title.

  6.

  Main cases must not be closed until all the sub-cases are closed.

  7.

  Separate groups must be created for each type of service and each phone type. Access to the groups must be restricted to team members that support that service or phone type.

  8.

  When importing from the old system, old cases do not need to be routed to the correct support group.

  Knowledge base

  1.

  Users must be able to search the knowledge base when opening a new case form or when checking on cases.

  2.

  Users must be able to use relevant searches and include any customer entities.

  Dashboards

  1.

  Managers must be able to see a real-time list of open cases, open activities, and expiring entitlements all on one page.

  2.

  Managers must also be able to see all open cases, escalated cases and cases by representatives on one screen. Managers must be able to drill down within each area.

  3.

  Managers need a dashboard that displays weekly statistics for cases and representatives.

  4.

  Each representative needs to see their own tickets that are opened for the day, week, and month as well as their closed tickets.

  Service-level agreements

  1.

  Most customers must be contacted within 90 minutes of their case being opened.

  2.

  Some customers can purchase faster service on call backs.

  3.

  Emails must be sent to support managers when service-level agreements (SLAs) are missed.

  4.

  Support representatives must be able to see a timer on each case form to ensure they are adhering to their SLAs.

  5.

  SLA KPIs must be tracked in the system.

  6.

  SLA KPIs must appear on the case form.

  7.

  Cases must be able to be placed on hold if issues arise with related contracts.

  Issues

  Users report they are not able to search the Knowledge Base.

  A. On-demand

  B. Standard

  C. Enhanced

  D. Contact

  Correct Answer: C

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

• Question 335:

  You need to create the queue for cases.

  What type of queue should you create?

  Case Study Title (Case Study):Case study

  This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.

  To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.

  At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.

  To start the case studyTo display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

  Overview

  The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service level agreements (SLAs) in place. Most clients have agreements that last one year and have 30

  cases available. Half the cases may be opened by phone. The other half may be opened by email.

  The company has an existing on-premises software system. The current system no longer meets the company's needs.

  The support desk is open 8:00 am to 8:00 pm Eastern Standard Time.

  Requirements

  Support desk

  The company plans to implement Dynamics 365. The solution will include a custom entity that needs to be search enabled.

  You must configure the system to ensure that you can determine how many support tickets and new orders tickets are received. You must be able to determine which device types have the most tickets opened for issues. Business hours in the system must reflect the hours support staff is scheduled.

  Case handling

  1.

  New cases must automatically route to the correct support group by phone type or new purchase group without requiring custom code.

  2.

  The system must automatically create a case when email is received by companies that are not in the system.

  3.

  The system must automatically send a response to an email sender upon case creation for new orders, but not for service records.

  4.

  Users must be able to initiate routing for manually created cases.

  5.

  The system must create sub-cases from one customer with different cases and also if the same issue is reported by several customers. Subcases must inherit the following fields: customer name, contact email address and case title.

  6.

  Main cases must not be closed until all the sub-cases are closed.

  7.

  Separate groups must be created for each type of service and each phone type. Access to the groups must be restricted to team members that support that service or phone type.

  8.

  When importing from the old system, old cases do not need to be routed to the correct support group.

  Knowledge base

  1.

  Users must be able to search the knowledge base when opening a new case form or when checking on cases.

  2.

  Users must be able to use relevant searches and include any customer entities.

  Dashboards

  1.

  Managers must be able to see a real-time list of open cases, open activities, and expiring entitlements all on one page.

  2.

  Managers must also be able to see all open cases, escalated cases and cases by representatives on one screen. Managers must be able to drill down within each area.

  3.

  Managers need a dashboard that displays weekly statistics for cases and representatives.

  4.

  Each representative needs to see their own tickets that are opened for the day, week, and month as well as their closed tickets.

  Service-level agreements

  1.

  Most customers must be contacted within 90 minutes of their case being opened.

  2.

  Some customers can purchase faster service on call backs.

  3.

  Emails must be sent to support managers when service-level agreements (SLAs) are missed.

  4.

  Support representatives must be able to see a timer on each case form to ensure they are adhering to their SLAs.

  5.

  SLA KPIs must be tracked in the system.

  6.

  SLA KPIs must appear on the case form.

  7.

  Cases must be able to be placed on hold if issues arise with related contracts.

  Issues

  Users report they are not able to search the Knowledge Base.

  A. Teams

  B. Public

  C. Product

  D. Private

  E. Service

  Correct Answer: D

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

• Question 336:

  DRAG DROP

  You need to set up the system for cases going to supervisors.

  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: In Service Management, create a Routing Rule set. Scenario: If a case is open more than 30 days, the case must automatically be routed to the supervisor.

  Create routing rulesets to route cases.

  Use routing rules in Customer Service to route cases to the right agents at the right time without any manual intervention. You can also use routing rules to route cases that are escalated to specific queues.

  Step 2: Enter Name, Select Save, and select the plus sign to add a rule item On the General tab, in Routing Rule Set Information, Enter Name and Description for the routing ruleset.

  Select Save. The routing ruleset is saved, and the Rule Items section is displayed. In the Rule Items section, select the Add Rule Item button + to specify conditions for routing cases to a queue.

  Step 3: Add conditions

  Under Then Conditions, specify the queue to which the cases will be routed or the user or team to which the cases will be assigned if the conditions in the If Conditions section are met.

  Step 4: Save and activate.

  Select Save and Close.

  In the routing ruleset record, select Activate so that the ruleset is applied to the cases matching the conditions in the rule.

• Question 337:

  DRAG DROP

  A company creates a single-page Power BI visualization to show how a Power Virtual Agents chatbot is performing.

  Users must be able to navigate to the charts from anywhere within the Customer Service workspace.

  You need to add the Power BI information to the Customer Service workspace app.

  Which five 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: Navigate to the maker portal and create a new solution.

  Step 2: Select Add Existing and then select Dasbhoard.

  Step 3: Select Power BI Report for type. Enter the Power BI workspace and Power BI report values.

  Note: Get the embedding parameter values

  To embed your content, you need to obtain certain parameter values. The table below shows the required values, and indicates if they're applicable to the service principal authentication method, the master user authentication method, or

  both.

  Before you embed your content, make sure you have all the values listed below. Some of the values will differ, depending on the authentication method you're using.

  

  Step 4: Edit the sitemap, add a new subarea, and add the Power BI page information to the properties of the subarea

  Edit the default site map

  Your environment comes with a default site map. This site map is supported for both custom business apps and Dynamics 365 for Outlook.

  In the Dynamics 365 - custom app, go to Settings > Customizations.

  Select Customize the System.

  In the solution window, under Components, select Client Extensions. Double-click to select the site map that has the display name Site Map and is in a Managed state. You can also select the site map, and then on the toolbar, select Edit.

  The site map opens in the site map designer.

  Add an area to the site map.

  Add a group to the site map.

  Add a subarea to a group in the site map.

  Select Save.

  Select Publish.

  Step 5: Save and publish the customization

• Question 338:

  DRAG DROP

  An organization uses Dynamics 365 Customer Service. The customer service queue is not implemented.

  Customer service representatives (CSRs) are unable to keep up with an influx of email inquiries. Other employees must read and respond to messages that are routed to a customer service queue.

  You need to create a queue for customer service emails.

  Which three 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:

  

  Description automatically generated with medium confidence

  Create a queue in Customer Service app

  To create or edit a queue

  Go to Settings > Service Management.

  Select Queues. (Step 1)

  To create a new queue, select New. (Step 2)

  Fill in the details.

  Select Save.

  Step 3: Change the queue type to Public

  Other employees must read and respond to messages that are routed to a customer service queue.

  In Customer Service, you can create two types of queues:

  Public queues: Create to let everyone in the organization view the queue and all of its items.

  Private queues: Create with limited set of members to help those members easily view the queue items in that queue. Private queues streamline queue items for the members of that queue only and help to remove clutter from other user's

  views.

• Question 339:

  DRAG DROP

  A company implements Dynamics 365 Customer Voice. The company sends out customer satisfaction surveys. The service team creates one survey from a blank project and others from a predefined project template.

  When the company receives all the survey responses, a member of the service team must analyze the results. The member must calculate satisfaction scores to help the service manager identify required efficiency changes for the

  department.

  You need to determine which type of satisfaction metrics to use.

  Which metrics should you use? To answer, drag the appropriate metrics to the correct scores. Each metric 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: Net Promoter Score

  Net Promoter Score (NPS): NPS is a metric used to measure customer loyalty. The score is calculated from the NPS-type question by using a scale from 0 through 10. The respondents are grouped as follows:

  Detractors are those who respond with a score from 0 through 6. Passives are those who respond with a score of 7 or 8. Promoters are those who respond with a score of 9 or 10. NPS is calculated by subtracting the percentage of detractors

  from the percentage of promoters. The score is a number that can range from ?00 to 100.

  Box 2: Customer Satisfaction Score

  Customer Satisfaction (CSAT): CSAT is a metric used to measure the level of satisfaction customers have with a product or a service. CSAT is measured by responses to rating-type questions. The CSAT score is calculated on a scale of 1 to

  5. If you create a question on a scale other than 1 to 5, the CSAT score is normalized as per the 1 to 5 scale. This helps in comparing various CSAT scores.

  Incorrect:

  Sentiment: Sentiment is a metric used to identify customer sentiment toward a product or a service. Sentiment groups the responses to a text-based question as positive, negative, or neutral.

• Question 340:

  DRAG DROP

  A company is implementing Omnichannel for Customer Service.

  You must set up the system to minimize human error and automate actions. The requirements to set up the system are as follows:

  1.

  Representatives must create a new support record when a customer contacts them through chat.

  2.

  Knowledge base articles must open in a separate tab when representatives research answers.

  3.

  When a knowledge base article resolves a customer issue, representatives must send the article to the customer via chat.

  You need to set up the macros.

  Which macro type should you use? To answer, drag the appropriate macro types to the correct requirements. Each macro 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: Productivity automation Productivity automation As an administrator, you can use the actions any number of times across different macros to automate and perform model-driven app operations.

  

  The following screenshot shows the actions that are explained in the subsequent sections.

  Box 2: Session connector Session connector As an administrator, you can use the actions any number of times across different macros to automate and perform operations related to a session in Customer Service workspace.

  

  Box 3: Omnichannel connector

  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.