Microsoft Microsoft Certifications MB-230 Questions & Answers

• Question 71:

  HOTSPOT

  You need to configure the queues.

  Which configurations 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: Record Creation and Update rule

  Reduce the need for manually creating cases from incoming emails and increase the efficiency of customer service agents by creating automatic case creation rules in Dynamics 365 Customer Service.

  Box 2: Routing Rule

  Unified routing is an intelligent, scalable, and enterprise-grade routing and assignment capability that can direct the incoming work item to the best-suited queue and agent by adhering to work item requirements and matching them with the

  agent's capabilities.

• Question 72:

  HOTSPOT

  A customer service manager needs a new business process flow to manage support for a product rollout for bicycles. There are two bicycle models: standard and high performance.

  Support representatives must be able to:

  Specify the model of the bicycle.

  Capture comments from customer support issues if the bicycle is the high- performance model.

  You need to create the business process flow.

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

  Hot Area:

  

  Correct Answer:

  

  Box 1: Categories only

  Box 2: Categories and Subjects

  Note:

  *

  Using the Categories entity, you can create hierarchical categorical data to help group records. Categorizing entity records in Dynamics 365 Customer Service helps you tag the records so that you can easily search them. Use the entity to

  create and manage a logical structure of categories in Dynamics 365 Customer Service, and then associate entity records to one or more categories.

  Categories are useful for reporting, sorting, segmenting, and categorization of records.

  *

  The customer engagement apps (Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, Dynamics 365 Marketing, and Dynamics 365 Project Service Automation), include a subject organizational structure that

  lets you mark and categorize service cases, knowledge base articles, products, and sales literature. By using the subject hierarchy, you can classify service cases to quickly provide service to your customer. You can also provide the

  appropriate sales literature. You'll also be able to better understand gaps in your sales literature, evaluate service quality by subject area, and improve reporting on the performance of your products.

• Question 73:

  HOTSPOT

  You need to choose the appropriate actions when using the knowledge base.

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

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

  Box 1: Email the knowledge base article to the customer Support representatives must use the knowledge base first to try to solve issues. The knowledge base article that is used to resolve a case must always be sent to the customer.

  Box 2: Link to resolved case

  Support representatives must be able to reference the knowledge base when it is used to resolve the case.

  Box 3: Create a knowledge base article

  If the answer is not in the knowledge base, a support representative needs to create a knowledge base article.

• Question 74:

  HOTSPOT

  You need to determine the type of queues to create.

  How should access to the queues be configured? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

  Box 1: Private

  Miscellaneous queues must be visible to everyone The other queues must be visible only to the appropriate department.

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

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

  Box 2: Public

  Miscellaneous queues must be visible to everyone.

• Question 75:

  HOTSPOT

  You need to configure entitlements for contracts.

  What 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: 25

  Customers must have contracts that allow them to call Lamna Healthcare 10 times a year for help.

  In addition to the 10 free calls, customers must be able to send 15 emails a year for support.

  If you want to restrict support through the phone channel to 80 hours and email to 20 hours, create individual entitlement channel records and add their total terms.

  Box 2: Entitlement Channel

  The Entitlement Channel section specifies the support channel through which the customer can reach the organization and seek support.

  Use this section to define the channels your customers are entitled to and track the customer support term for each channel. For example, you can add phone and email as the channels through which you'll offer support. If you want to restrict

  support through the phone channel to 80 hours and email to 20 hours, create individual entitlement channel records and add their total terms.

  Box 3: Auto-calculate

  The remaining term is auto-calculated and shows the total number of hours or cases remaining for the customer's entitlement.

• Question 76:

  HOTSPOT

  You need to configure OmniChannel to route correctly. 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: Two

  You must create two types of Omnichannel queues: regular and escalated.

  Box 2: Add a routing rule for a push on owner assignment in Omnichannel Tickets assigned to a representative must be automatically placed in that representative's queue.

  A customer initiates a conversation from the portal, and the conversation reaches the Omnichannel system. Now, based on the routing rules condition defined in the routing system, it starts routing the conversation to the appropriate queues.

  When the conversation reaches to the queues, the work assignment system assigns the conversation based on triggers.

• Question 77:

  HOTSPOT

  A client wants to use the knowledge base in Dynamics 365 Customer Service.

  You need to identify the state of a knowledge base article when an event occurs.

  What are the states of the articles? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

  Box 1: Review

  Review - The draft version of the article is sent to reviewers to approve or reject.

  Mark a knowledge article for review

  To ensure that the content you've created is accurate, have someone review it.

  You can mark an article for review or directly assign it to a specific person or queue. When you mark an article for review, it starts appearing in the knowledge manager's dashboard. The knowledge manager can then assign the article to

  specific team members or a queue for review.

  Box 2: Published

  When you approve the content of an article, it means that the content is ready to be consumed by other customer service reps, and also ready to be published.

  On the Business process bar, in the Review stage, in the Review field, select Approve.

  The article is now ready to be published.

  Box 3: Draft

  Draft - The article is in the process of being created. Note: A versioned knowledge article in the Draft state can be modified only by the author or reviser with the contribute access to the knowledge base, owner of a knowledge base, users with

  the admin and knowledge_admin role, and ownership group members, if ownership group is added to the article.

• Question 78:

  HOTSPOT

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

  The company requires a presales solution that handles presales inquiries and existing customer support calls. The solution must meet the following requirements:

  1.

  Presales inquiry handling must be maintained separately from support call handling.

  2.

  Presales inquiries captured from the company website must be handled by dedicated teams for each country on a first-come, first-served basis.

  3.

  Support calls for specific HVAC systems must be directed only to their respective certified technicians.

  You need to configure the solution.

  Which components 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:

  

  Box 1: Queue

  Presales inquiries captured from the company website must be handled by dedicated teams for each country on a first-come, first-served basis.

  The idea of FIFO queuing, also called first-come, first-served (FCFS) queuing, is simple:

  The first item that arrives at a router is the first item to be handled.

  Box 2: Workstream

  Presales inquiry handling must be maintained separately from support call handling.

  A workstream is a container to enrich, route, and assign work items. The workstream is associated with a channel, such as live chat, voice, or case.

  The workstream can belong to multiple channels of the same type, like multiple chat channels. In this case, all the conversations from these channels inherit the routing and work assignment settings of the workstream they belong to.

  Box 3: Assignment ruleset

  Support calls for specific HVAC systems must be directed only to their respective certified technicians.

  Assignment methods determine how a work item is assigned. You can use the out-of-the- box assignment methods or build custom assignment rules by configuring the prioritization rules and assignment rulesets

  The following assignment methods are available out of the box:

  *

  Highest capacity: Assigns work item to the agent with the highest capacity, among those who have the skills identified during the classification stage, and who have the presence as specified in the allowed presence option of the workstream. In this assignment method, the work items are prioritized in the first in first out manner, that is, the work item that was created first is assigned first. If more than one agent is available with the same capacity, the work item is assigned randomly.

  *

  Round robin

• Question 79:

  HOTSPOT

  A company is implementing Dynamics 365 Customer Service. The company installs and services air filtering units for industrial manufacturing plants.

  Schedulers must be able to do the following:

  Schedule resources to start appointments every 90 minutes.

  View available resources within the first, second, and third shifts.

  You need to configure the system to optimize work scheduling.

  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:

  

  Box 1: Fulfillment preferences

  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.

  Box 2: Time group

  Time groups enable schedulers to search and view results as blocks of time when using the schedule assistant. Typical examples include mornings, afternoon, nights, and 2-hour windows. Unlike intervals, time groups do not dictate the start

  time of subsequent bookings. Time groups organize results, but leave the start time/arrival time as-is, based on the particular resource's schedule.

  When a time group is created for morning (8:00 AM to 12:00 PM) the schedule assistant will display a resource's earliest availability within the defined morning bucket. Results will show a list of possible resources to start at 8:32 AM, 9:07 AM,

  and 11:23 AM, and all results will appear within the "morning" time group because the start times fall within the

  8:00 AM to 12:00 PM time group.

• Question 80:

  HOTSPOT

  A company uses Dynamics 365 Customer Service to provide product support to customers. Only employees are included in the company's Azure Active Directory. You need to configure the system to meet the following requirements. You must minimize the effort required to complete any required configuration tasks.

  Create a website for external customers to open support tickets and see the status of open issues. Ensure that customers are set up to use this website.

  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:

  

  Box 1: Create a portal by using the Customer self-service template Create a website for external customers to open support tickets and see the status of open issues.

  The Customer portal is a Power Apps portals template that lets companies create an externally facing business-to-business (B2B) website for scenarios that are related to sales order processing.

  Customer self-service portal: A customer self-service portal enables customers to access self-service knowledge, support resources, view the progress of their cases, and provide feedback.

  Its powerful self-service functionality guides customers to the answers they seek without human intervention or by connecting them to your most qualified agent for the task if the issue can't be resolved client-side autonomously.

  Box 2: Ensure that all customers have an account record. Ensure that customers are set up to use this website.

  Note: Using the standard functionality, if I login to the Customer Service Portal I can create a new case linked either to myself as a Contact or to my related company as an Account (assuming that the Account is specificed on my contact

  record in Dynamics 365 CE).