Microsoft Microsoft Certifications MB-230 Questions & Answers

• Question 61:

  HOTSPOT

  A company is implementing Dynamics 36S Customer Service and Rower Virtual Agents for its support desk. Supervisors have the following information requirements:

  1.

  Topic analytics for ail cases completed over the last year.

  2.

  Analytics for chalbot options chosen from past interactions which customers.

  You need to configure the system to meet the requirements.

  What should you enable in the configuration? To answer. select the appropriate options in the answer area

  NOTE Each connect selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

• Question 62:

  HOTSPOT

  A company has satellite offices that service local areas.

  Each office must have full control over its own resources.

  You need to configure the organizational units to reflect the satellite office structure.

  Which entities should you use to relate to the organizational units? To answer, select the appropriate options in the answer area.

  Hot Area:

  

  Correct Answer:

  

• Question 63:

  HOTSPOT

  You are the Dynamics 365 administrator for a help desk. You merge CaseB into CaseA. You need to examine each case and determine what occurred.

  What is the result of the merge? To answer, select the appropriate action in the dialog box in the answer area. NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

• Question 64:

  HOTSPOT

  You work for a pharmaceutical company that distributes vaccines.

  Vaccines must be kept below negative 60 degrees Celsius or they cannot be used. The company requires a solution that meets the following requirements:

  1.

  Monitor vaccine temperatures during transportation.

  2.

  Create a customer service case if the temperature goes above negative 60 degrees Celsius.

  You need to implement the solution.

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

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

• Question 65:

  HOTSPOT

  You configure Dynamics 365 Customer Service. Managers require a custom dashboard with the following:

  1.

  A list of customers who have the most cases open.

  2.

  A list of customers who have the most missed service-level agreements (SLAs) sorted by contact.

  3.

  A list of top call takers for the week.

  4.

  A list of the cases that took the most amount of time to resolve.

  The custom dashboard must be available for all users to use.

  You need to configure the system.

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

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

• Question 66:

  HOTSPOT

  You need to set the schedule to meet requirements for appointments. How should you configure the settings? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

  Box 1: 30 minutes

  Nurses and doctors must be booked for 30-minute time slots.

  Box 2: 8: A.M.

  The company is open from 8 AM to midnight Monday through Friday to provide services. Patients can make appointments by calling or using the internet. All appointments are conducted by phone or by using a computer.

  Box 3: 12.00 A.M.

  Box 4: 3

  Patients must be offered at least three alternative times to schedule an appointment.

• Question 67:

  HOTSPOT

  You need to configure security roles for Dynamics 365 Connected Customer Service by using the principle of least privilege.

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

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

  Box 1: IoT Administrator and IoT Endpoint User Security roles for Connected Customer Service allow administrators to give appropriate access to Internet of Things (IoT) entities, including alerts, assets, devices, and commands, which are all included with Customer Service 9.0.20034.20XX +. These security roles should be added to existing Customer Service security roles.

  Customer Service Representative who needs to work with device registration and device data pulls (IoT Hub operations).

  CSR should be given the IoT Administrator and IoT Endpoint User security roles. General knowledge of Customer Service security roles. For more information, see the topic on setting up customer service users and security roles.

  Box 2: Dynamics 365 system administrator only

  A Customer Service administrator who needs to can set up IoT Configuration. The CSR admin should be granted Dynamics 365 system administrator access.

• Question 68:

  HOTSPOT

  You are a help desk support representative using Dynamics 365 Customer Service Hub case management with limited permissions.

  You need to create a personal chart that meets the following requirements:

  Show the number of open cases assigned to you for each customer. Ensure that specific team members can view the chart and view any changes as you update the chart.

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

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

  Box 1: Countall

  COUNT (Azure Stream Analytics) returns the number of items in a group. COUNT always returns a bigint data type value.

  Syntax:

  -- Aggregate Function Syntax

  COUNT ( { [ [ALL | DISTINCT] expression ] | * } )

  Arguments:

  ALL - Applies the aggregate function to all values. ALL is the default.

  Box 2: Share the personal chart and add the user giving each one read permission

• Question 69:

  You are a customer service representative for a company that uses Dynamics 365 Customer Service.

  When customer service representatives find records that meet specific criteria, they must be able to do the following:

  Open the records in a new tab.

  Open a single record in a new session.

  Open a single record in an existing session on a new tab.

  You need to meet the requirements.

  Which two actions should you perform? Each correct answer part of a complete solution.

  NOTE: Each correct selection is worth one point.

  A.

  Use Global search.

  B.

  Use the Customer Service Hub.

  C.

  Use session templates and application tab templates.

  D.

  Use Open Record Set.

  E.

  Use a Customer Service workspace.

  Correct Answer: AE

  Reference: https://learn.microsoft.com/en-us/dynamics365/customer-service/csw-overview

• Question 70:

  You need to configure the system to involve managers when needed. What should you configure?

  A. Routing rules

  B. Sentiment analysis

  C. Workstream

  D. Customer Service Insights

  Correct Answer: B

  Explanation:

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

  *

  The system must notify supervisors when customers in a live session express negative feedback about a service or product.

  *

  Etc.

  Analyze real-time customer sentiment

  Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging

  channels.

  This feature is intended to help customer service managers or supervisors enhance their team's performance and improve customer satisfaction.

  Reference: https://learn.microsoft.com/en-us/dynamics365/customer-service/enable-sentiment-analysis