Microsoft Microsoft Certifications MB-230 Questions & Answers

• Question 51:

  HOTSPOT

  You need to ensure the correct support representative addresses the case.

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

  NOTE: Each correct selection is worth one point.

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• Question 52:

  HOTSPOT

  You are provisioning Omnichannel for Customer Service.

  You need to configure the system.

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

  NOTE: Each correct selection is worth one point.

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• Question 53:

  HOTSPOT

  A company that manufactures industrial heating, ventilation, and air conditioning units (HVAC) implements Dynamics 365 Customer Service.

  Following each installation, customers must be surveyed about their satisfaction of the installation and the conduct of the installers.

  You need to recommend the appropriate question types.

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

  NOTE: Each correct selection is worth one point.

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• Question 54:

  HOTSPOT

  You create a survey for the employees of your company to provide feedback on future products.

  An employee mistakenly publishes a link to the survey on the internet. Customers and other companies use the link to respond with millions of similar recommendations.

  You need to create a new survey that meets the following requirements:

  Allow all people in the company to respond.

  Limit availability to only one day after clicking a personalized link.

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

  NOTE: Each correct selection is worth one point.

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• Question 55:

  HOTSPOT

  You work for a healthcare company that does not use Azure Active Directory

  You need to escalate conversations to a live agent without using custom code when a customer discusses personal health information.

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

  NOTE: Each correct selection is worth one point.

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• Question 56:

  HOTSPOT

  You are implementing Dynamics 365 Customer Service Workspaces for your company's help desk without additional software. Help desk representatives must be able to open multiple sessions. The configuration has the following

  requirements:

  Ensure each helpdesk representative has the same user experience when togging into the application.

  Customer records must automatically open when a helpdesk representative opens a case.

  You need to configure the help desk settings.

  What should you configure? 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 57:

  HOTSPOT

  A company that manufactures industrial heating, ventilation, and air conditioning (HVAC) equipment is implementing Dynamics 365 Connected Customer Service.

  The solution must meet the following requirements:

  Track and report changes in readings that come from the units.

  Send alerts when readings are outside of set tolerances Provide historical tracking of readings for trend analysis. Send firmware updates as needed.

  You need to configure the required component

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

  NOTE: Each correct selection is worth one point.

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• Question 58:

  HOTSPOT

  A credit card company uses Dynamics 365 Customer Service. Agents receive conversations through Omnichannel for Customer Service.

  A browser-based internal application Drawees, a history of a customer's payments and credit scores, Vou create an application tab template for the internal application.

  if a customer requests a credit limit increase, the agent must use the internal application within Omnichannel for Customer Service to determine eligibility.

  Because the internal application requires; maximum) screen space, communications with customers must remain hidden. The internal application must be displayed on the anchor tab.

  Once an eligibility check is performed the agent must be able To- chat with the customer again.

  You need to create a session template for the company.

  How should you configure each area at the template? To answer., select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

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• Question 59:

  HOTSPOT

  You are an Omnichannel supervisor for a company. The manager wants to improve response times and customer satisfaction.

  You need to configure Omnichannel queues using standard functionality.

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

  NOTE: Each correct selection is worth one point.

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• Question 60:

  HOTSPOT

  A company uses Omnichannel for Customer Service.

  The company has the following requirements for their agents' conversations with customers:

  Agents must verify a customer's information when a chat starts. Auto search must be enabled for knowledgebase articles based on case title.

  You need to enable agent scripts.

  Which action types 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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  Box 1: Automation

  The automation dictionary maintains the contextual data for sessions. You can use the keys from the automation dictionary to pass the parameter in an action.

  While creating templates and macros in the admin app, you can pass parameter keys such as title of a session, title of notification, title of an application tab template, and custom parameter values for application tab types. These keys are replaced based on the contextual information available at the time of execution.

  Box 2: Macro Automate tasks with macros Overview of macros In the customer service industry, agents have to click often to perform simple tasks, such as open a form, fill, and save it, and many repetitive and monotonous actions, such as greeting and verifying a customer, sending acknowledgment mail, and taking notes. These clicks and repetitive tasks can lead to human errors when agents copy and paste the data across different operations.

  Macros are a set of sequential actions that are performed by a user. They enable users to perform daily operations efficiently in a fast and process-compliant manner. You can reuse macros with different sessions based on the context parameters that are specific to the session.

  The value propositions of the macros are as follows:

  1.

  Automate repetitive and monotonous tasks with a single click.

  2.

  Minimize human errors.

  3.

  Adhere to business processes.

  4.

  Lower average handling time.

  5.

  Improve customer satisfaction.

  6.

  Create contextual and reusable macros.