Microsoft Microsoft Certifications MB-230 Questions & Answers

• Question 81:

  HOTSPOT

  You are implementing Omnichannel for Customer Service for a company.

  The company has the following requirements:

  1.

  The Knowledgebase article search tab must open when a new chat conversation begins.

  2.

  The Chat Session template must be in expanded mode for the agents.

  You need to complete the implementation to meet the requirements. Which configuration should you use for each requirement? To answer, select the appropriate options in the answer area.

  Hot Area:

  

  Correct Answer:

  

  Box 1: Docked

  Communication panel mode - Select the default mode of the panel when a session is started. Choose one of the following:

  Docked: The panel will be in expanded mode.

  Minimized: The panel will be in minimized mode.

  Hidden: The panel will be hidden.

  Box 2: Entity Search

  Manage application tab templates, Search, The following parameters are available for the entity search page type.

  searchType - Define to use Relevance search or Categorized search. searchText - Define the string you want to search.

• Question 82:

  HOTSPOT

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

  Each regional location supports a specific geographic region. Installers and service technicians are dispatched from these regional locations.

  You need to configure the system to optimize work scheduling.

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

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

  Box 1: Service activity

  Avoid disruptions in service by making sure that your resources are scheduled optimally and efficiently. Using Scheduling in Customer Service Hub, you can plan and schedule service activities for your customers by bringing together all your

  resources.

  Note: Create a service activity

  A service activity is defined to look for the next available time slot to schedule the service and align resources as per requirement.

  Box 2: Resource category

  Create resource groups

  The resources are aligned in resource groups or resource categories. For example, Bert Hair and Gilda Moss are grouped as Technicians and Bike repair workbench - 1 and Bike repair workbench - 2 are grouped as Workbenches.

  With bookable resource categories, you can group your bookable resources by type. For example, you can create categories like technician, supervisor, subcontractor, vehicle, or equipment.

• Question 83:

  HOTSPOT

  A company uses Dynamics 365 Customer Voice.

  The company requires the following for a survey:

  The survey must be sent automatically each time a salesperson visits a customer and closes the appointment.

  If a survey satisfaction score is negative, an activity must be created for the salesperson.

  You need to configure the survey.

  What should you do? 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 Power Automate flow After creating a survey, you can send it to respondents based on a business trigger--resolution of a case or fulfillment of an order, for example. You can either select a built-in template or create a flow from scratch by using Power Automate. Box 2: Create an alert rule Dynamics 365 Customer Voice includes built-in follow-up management to ensure you follow up to your customer feedback in a timely manner. Each customer satisfaction metric includes support for a real-time alert to notify business users upon receiving customer feedback within the specified alert range. Business users can manage and resolve alerts with follow-up action notes using the built-in alert management dashboard.

  Alerts are the follow-up activities that are created based on the defined alert rules. Alert rules are defined on satisfaction metrics. Alerts are created based on the values of satisfaction metrics in survey responses.

• Question 84:

  HOTSPOT

  You are modifying the phone-to-case process in Dynamics 365 Customer Service. You create a flow by using PowerApps as shown in the exhibit. (Click the Exhibit tab.)

  

  You must modify the business process flow to include the check-email step at the beginning of the research stage.

  Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

  Reference: https://docs.microsoft.com/en-us/power-automate/create-business-process-flow?context=/dynamics365/context/sales-context#edit-a-business-process-flow

• Question 85:

  HOTSPOT

  A company uses Dynamics 365 Customer Service. The company installs Dynamics 365 Customer Service Insights.

  The company wants to use dashboards to report phone calls and emails to monitor the productivity of representatives.

  You need to perform the configuration.

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

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

  Box 1: Go to the Dynamics 365 Customer Service URL and choose the Dynamics 365 Customer Service Insights dashboard.

  Customer Service Insights is now embedded in Dynamics 365 Customer Service. After it is enabled, this experience allows you to start seeing historical analytics directly within the Customer Service environment. Several reports and

  dashboards can be viewed by your management team.

  Box 2: Channel

• Question 86:

  HOTSPOT

  You are implementing Omnichannel for Customer Service for a call center.

  The call center manager needs to be able to track agents’ performance.

  You need to configure the intraday insights dashboard to meet the requirement.

  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:

  

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-intraday-dashboard-supervisor

• Question 87:

  HOTSPOT

  You are creating a bar chart that displays the 10 help desk representatives who are resolving the most cases.

  You need to ensure that all team members can view the chart. You do not have share privileges.

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

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

  Reference: https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/developer/customize-dev/understand-charts-underlying-data-chart-representation?view=op-9-1

• Question 88:

  HOTSPOT

  You are a Dynamics 365 administrator.

  You need to determine which type of dashboard needs to be created for different scenarios.

  Which dashboard type 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 89:

  HOTSPOT

  You are creating a virtual agent to handle common customer inquiries.

  The virtual agent must provide the ability to route customers to live agents for escalation.

  You need to recommend a solution.

  Which components 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:

  

  Reference: https://docs.microsoft.com/en-us/power-virtual-agents/advanced-hand-off

• Question 90:

  HOTSPOT

  You are creating a virtual agent to handle common customer inquiries.

  The virtual agent must provide the ability to route customers to live agents for escalation.

  You need to recommend a solution.

  Which components 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: