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Why MB-230 Exam Dumps Are a Vital for Microsoft Aspirants

MB-230 Exam Dumps - Trustworthy Preparation for Microsoft Dynamics 365 Customer Service Functional Consultant Exam. Are you preparing for the MB-230 exam and looking for effective study materials to ensure success? Look no further! The comprehensive MB-230 Exam Dumps from MicrosoftDumps deliver everything you need to excel in the Microsoft Dynamics 365 Customer Service Functional Consultant exam.

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Why MB-230 Exam Dumps Are a Vital for Microsoft Aspirants

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  1. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions Microsoft MB-230 Microsoft Dynamics 365 Customer Service Functional Consultant QUESTION & ANSWERS Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  2. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions Topics Topic 1 : Topic 2 : Topic 3 : Topic 4 : Topic 5 : Topic 6 : Topic 7 : Topic 8 : Topic 9 : Topic 10 : Topic 11 : Topic 12 : Topic 13 : Total Number of Questions 84 61 23 58 35 22 27 52 1 6 2 3 3 377 QUESTION: 1 Topic 1 Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  3. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions HOTSPOTYou are using Dynamics 365 Customer Service. You are viewing a knowledge base (KB) article from a caserecord. Knowledge management is set up to use an external portal.You need to link the article to the case and share the article with the customer.What is the solution for each requirement? To answer, select the appropriate options in the answer area.NOTE: Each correct selection is worth one point.Hot Area: Answer : Explanation/Reference: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/find-knowledge-articles-within-recorddynamics-365 QUESTION: 2 Topic 1 Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  4. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions You manage a Dynamics 365 Customer Service environment. The company processes thousands of cases daily. Some cases are parent cases, but most are child cases. When a child case is created, users report that they must re-enter information in fields from the parent case. You need to ensure that, when a new child case is created from within the context of a parent case, information in specific fields from the parent case is passed to the child case fields. What should you do? Option A : Use a business rule. Option B : Create a many-to-many relationship and update the data mapping. Option C : Create a routing rule. Option D : Update the attributes that the child case will inherit from the parent case. Correct Answer: D QUESTION: 3 Topic 1 HOTSPOTA 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: Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  5. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions Answer : Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  6. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions Explanation/Reference: Explanation: 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. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  7. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions 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. Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledgearticle QUESTION: 4 Topic 1 DRAG DROPYou need to set up question types to use for the survey.Which question types should you use? To answer, drag the appropriate question types to the correctrequirements. Each question type may be used once, more than once, or not at all. You may need to drag thesplit bar between panes or scroll to view content.NOTE: Each correct selection is worth one point.Select and Place: Answer : Explanation/Reference: Explanation: Box 1: Rating Requirements. Surveys The survey must include the following with minimum development effort: Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  8. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions A list of questions that rate the service as poor, average, or great. Rating A Rating type question asks respondents to rate their answer by using stars, numbers, or smiley symbols. By default, the star symbol is selected. To change the symbol, select it from the Symbol list. You can also change the number of levels by selecting a value from the Levels list. For number and star, up to 10 levels are supported. For smiley symbol, up to five levels are supported. Box 2: Net Promoter Score A question that rates whether the customer would recommend the company. Net Promoter Score A Net Promoter Score type question asks a respondent to rate the likelihood of their recommending a product or service to a friend. Box 3: Branching A question that asks if the customer would like to escalate a case. If yes, the survey must collect an email address and phone number for the customer. If no, another set of questions asking about open issue details must display. Branching rules allow you to customize the flow of your survey. You can show or hide questions, choose to navigate to another question or survey, or even open a website based on the response to a question. Branching rules make your surveys interactive and ensure that only relevant questions are displayed to respondents. If you have hidden a question from being displayed in a survey by using the Visible option, you can use the branching rule to display it based on the required response. Reference: https://learn.microsoft.com/en-us/dynamics365/customer-voice/available-question-types https://learn.microsoft.com/en-us/dynamics365/customer-voice/create-branching-rule QUESTION: 5 Topic 1 You set a default entitlement for a customer.You need to ensure that the default entitlement is automatically associated with a case.What are two possible ways to achieve this goal? Each correct answer presents a complete solution.NOTE: Each correct selection is worth one point. Option A : Create a case. Option B : Update the customer, contact, or product field on an existing case. Option C : Update the description field on an existing case. Option D : Add an activity to an existing case. Correct Answer: A,B Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  9. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions Explanation/Reference: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-termscustom er https://docs.microsoft.com/en-us/power-platform/admin/system-settings-dialog-box-service-tab QUESTION: 6 Topic 1 Note: This question is part of a series of questions that present the same scenario. Each question inthe series contains a unique solution that might meet the stated goals. Some question sets might havemore than one correct solution, while others might not have a correct solution.After you answer a question in this section, you will NOT be able to return to it. As a result, thesequestions will not appear in the review screen.A company uses Dynamics 365 Customer Service Hub.Customer service representatives must be able to perform a relevance search on name, phone number, email,and queue.A customer service representative is not able to perform a relevance search for emails.You need to ensure that the customer service representative can perform relevance searches for emailaddresses.Solution: Enable smart matching.Does the solution meet the goal? Option A : Yes Option B : No Correct Answer: B QUESTION: 9 Topic 1 QUESTION: 7 Topic 1 Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  10. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions You are a customer service representative using Dynamics 365 for Customer Service.You need to identify and eliminate duplicate cases.What should you do? Option A : Configure Dynamics 365 AI for Customer Service Option B : Use business rules Option C : Merge cases Option D : Use parent-child case relationships Correct Answer: B QUESTION: 8 Topic 1 A company uses Dynamics 365 for Customer Service. A case in the queue is routed to you.You will be going on a vacation.You need to assign the case to someone else.What should you do? Option A : Release the case. Option B : Route the case to another queue. Option C : Share the case. Option D : Escalate the case Correct Answer: A Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  11. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions A company uses Dynamics 365 Customer Service. The app is shared by agents and the inventory department. The inventory department manages the products. The agents have read-only access. Agents must have access to the products to add the products to cases. The agents do not need to view the products in the sitemap. You need to prevent agents from viewing products in the sitemap while maintaining the ability for the inventory department. What should you do? Option A : Set product privileges to Basic for the agents. Option B : Configure the site map subarea privileges of the product table. Option C : Set product privileges to Local for the agents. Option D : Configure the site map to remove the subarea where the product is displayed. Correct Answer: D QUESTION: 10 Topic 2 HOTSPOTYou are a Dynamics 365 Customer Service administrator.You need to categorize activities and cases by using queues.How should you categorize each record? To answer, select the appropriate options in the answer area.NOTE: Each correct selection is worth one point.Hot Area: Answer : Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  12. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions Explanation/Reference: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases QUESTION: 11 Topic 2 HOTSPOTYou are a consultant setting up a contact center in Dynamics 365 Customer Service.The following requirements must be configured in the system:Assign cases that are created from emails that have the subject “escalate” to a manager.If a call comes in that requires a site visit, a work order needs to be created.Managers need to get an email every time a case is closed.You need to select the appropriate tools to meet the requirements.Which technologies should you use? To answer, select the appropriate options from the answer area.NOTE: Each correct selection is worth one point.Hot Area: Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  13. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  14. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions Answer : Explanation/Reference: Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  15. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions Explanation: Box 1: Routing rule Assign cases that are created from emails that have the subject “escalate” to a manager. 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. Routing rules are solution-aware entities. Box 2: Service level agreement If a call comes in that requires a site visit, a work order needs to be created. Service level agreements (SLAs) for work orders in Dynamics 365 Field Service. SLAs for Field Service help you ensure work orders are getting attention and completed in a timely manner. Box 3: Workflow Managers need to get an email every time a case is closed. Workflow When configuring workflows you have four major areas to consider: When to start them? Should they run as a real-time workflow or a background workflow? What actions should they perform? Under what conditions actions should be performed? Incorrect: * Email templates enable scale, efficiency, and consistency of email communication between agents and customers for support centers. In this release, we are bringing the following template-authoring capabilities to the agent and administrator experience: Create templates with an intuitive and easy-to-understand experience. Author templates using a complete rich text experience, including the ability to manage images inline. Use a modern toolbar and have the ability to cut and paste formatted content from Office documents such as Word and Excel, while maintaining formatting. Personalize the message with dynamic customer or entity data. Reference: https://learn.microsoft.com/en-us/dynamics365/customerengagement/on-premises/customize/ configure-workflow-steps https://learn.microsoft.com/en-us/dynamics365/field-service/sla-work-orders https://learn.microsoft.com/en-us/dynamics365-release-plan/2020wave2/service/dynamics365-customerservice/famili ar- modern-email-template-experience-agents-administrators QUESTION: 12 Topic 2 HOTSPOT - Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  16. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  17. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions A company uses Omnichannel for Customer Service. The company experiences increased incoming live chats from the company website regarding several product recalls. To handle these calls, the company designates agents who have specialized training to manage the conversations. The conversations must meet the following requirements: •Calls must be routed to the designated agents. •Agents must follow legally approved standardized answers to customer questions. •Agents must be able to reference several knowledge base articles associated with the recalls quickly. •Greeting and sign off messages must be standardized. You need to configure the system. Which components should you configure? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. Answer : Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  18. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions QUESTION: 13 Topic 2 You need to configure the system to meet the three-day and seven-day timeframes.What should you configure? Option A : Entitlement conditions Option B : Workflows Option C : Power Automate Option D : Service Level Agreement conditions Correct Answer: D Explanation/Reference: Explanation: Cases that come in as phone calls must be resolved with seven business days. Cases that come in as emails must be resolved within three business days. Note: Service-level agreements (SLAs) enable businesses to track support policies and ensure customers are being supported per the support policy to which they are entitled. Businesses use SLAs to govern support products that customers either receive as part of their purchase or add on to their purchase. SLAs include policy details such as how quickly a customer is entitled to receive support, how many support requests a customer can make, and how long after purchases a customer can be supported as part of the agreement. Note 2: Create SLAs to define conditions and actions that are applicable when an SLA is applied to an entity. The following steps are involved in creating the SLA: 1.Create an SLA. 2.Create an SLA item. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  19. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions 3.Configure actions for the SLA item. 4.Activate the SLA. Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements QUESTION: 14 Topic 2 You are a Dynamics 365 Customer Service system administrator. You work with the Customer Service Hubapplication.You need to enable entities for service-level agreements (SLAs).For which entity can you enable SLAs? Option A : Contract Option B : Business unit Option C : KPIs Option D : Customer service schedule Option E : Holiday schedule Option F : Account Correct Answer: A Explanation/Reference: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/enable-entities-service-level-agreements QUESTION: 15 Topic 2 You are using Dynamics 365 Customer Service to create and activate entitlements.Customer service representatives state that the entitlement status is set to Waiting, and they cannot use theentitlement. You must ensure customer service representatives can use the entitlement.You need to identify the entitlement issue.What is the cause of the issue? Option A : The Products or Contact field values have not been configured before activation. Option B : The start date of the entitlement is in the future. Option C : The entitlement has expired and is awaiting renewal. Option D : The end date of the entitlement has been incorrectly configured to a date that has already passed. Correct Answer: B Explanation/Reference: Explanation: Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  20. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions If the start and end date of the entitlement fall in the future, the status of the entitlement is set to Waiting. On the start date, the status automatically changes to Active. If the end date is in the past, the entitlement is set to Expired. Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-termscustomer QUESTION: 16 Topic 3 You are a customer service schedule administrator.A customer has a custom entity that requires its own schedule board.You need to create the schedule board. You configure the custom entity in the Resource Schedulingparameters.What should you do next? Option A : Add a new resource requirement. Add a new view for the custom entity. Option B : Change the default entity name to the custom name. Create a new schedule board for the custom entity. Option C : Disable the schedule board. Configure Resource Scheduling Optimization. Option D : Configure the booking metadata. Create a new schedule board for the custom entity. Correct Answer: A Explanation/Reference: Explanation: Before scheduling a lead, a related resource requirement must be created. Add a requirement view to the schedule board. After creating a requirement for the lead, it will appear in the Open Requirements view in the lower pane of the schedule board that shows all open requirements related to any schedulable entity. This is a default view for resource scheduling. However, the views in the lower pane of the schedule board are simply system views and can be edited and added to. It's common to add custom resource requirements views for work orders (or leads in our example). You can create a schedule board view that shows only leads to be scheduled. Reference: https://docs.microsoft.com/en-us/dynamics365/field-service/schedule-new-entity QUESTION: 17 Topic 3 HOTSPOTA company installs and services air filtration units for industrial manufacturing plants. The company Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  21. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions isimplementing Dynamics 365 Customer Service.Each regional location supports a specific geographic region. Installers and service technicians are dispatchedfrom 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: Answer : Explanation/Reference: Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  22. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions Explanation: 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. Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/basics-service-service-scheduling https://docs.microsoft.com/en-us/dynamics365/customer-service/resource-categories-service-scheduli ng QUESTION: 18 Topic 3 DRAG DROPA company implements Dynamics 365 Customer Service.You are setting up scheduling to dispatch repair technicians. You encounter the following issues:You are unable to create a new organizational unit.Repair technicians are accidentally scheduled to work on days when company is on holiday.RepairTechnicianA does not appear on the schedule for Fridays for any issue.You need to resolve the issues.What should you modify to correct the issues? To answer, drag the appropriate resolutions to the correctissues. Each source may be used once, more than once, or not at all. You may need to drag the split barbetween panes or scroll to view content.NOTE: Each correct selection is worth one point.Select and Place: Answer : Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  23. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  24. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions QUESTION: 19 Topic 3 You manage a Dynamics 365 for Customer Service environment. The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entitlement. You need to create the entitlement for the customer. What should you do? Option A : In the old entitlement, zero out the remaining terms and the total terms. Activate the entitlement. Option B : Delete the old entitlement. Create a new entitlement template. Option C : Create a new template with the dates and terms. Activate the template. Option D : Make a copy of the old entitlement. Activate the copy. Correct Answer: D QUESTION: 20 Topic 4 HOTSPOTYou are an Omnichannel supervisor for an inbound call center.The call center's customer service rating has decreased over the past few months.You need to enable analysis to view real-time customer sentiment.In which configuration area should you enable each requirement? To answer, select the Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  25. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions appropriate options inthe answer area.NOTE: Each correct selection is worth one point.Hot Area: Answer : QUESTION: 21 Topic 4 A company implements Customer Service You enable Customer Service historical analytics. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  26. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  27. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions You need to identify which Feature is enabled automatically when Customer Service historical analytics is enabled. Which feature should you identify? Option A : Real-time customer sentiment Option B : Forecasting Option C : AI topic clustering Option D : AI suggestions Correct Answer: D QUESTION: 22 Topic 4 You are implementing Omnichannel for Customer Service for a company.The company wants agents to serve customers through both the company's portal and Facebook page.You need to enable the appropriate channels.Which two channels should you enable? Each correct answer presents part of the solution.NOTE: Each correct selection is worth one point. Option A : SMS channels Option B : Chat Option C : Facebook Option D : WhatsApp Option E : Social channels Correct Answer: B,C Explanation/Reference: Explanation: Use Chat If you want to help your customers using live chat, you can use the Chat for Dynamics 365 Customer Service channel. Use the Facebook channel. Note: Social channels If you want to help your customers using social media, you can use the following social channels: Apple Messages for Business Facebook Google's Business Messages WhatsApp through Twilio Twitter Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  28. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions WeChat LINE Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/channe ls https://docs.microsoft.com/en-us/dynamics365/customer-service/facebo ok QUESTION: 23 Topic 4 You are customizing an Omnichannel for Customer Service implementation.You configure the handoff process to Omnichannel for Customer Service from Power Virtual Agents. However,customer conversations are not escalating to human agents.You need to complete the configuration to resolve the issue.Which two features should you configure? Each correct answer presents part of the solution.NOTE: Each correct selection is worth one point. Option A : Smart Assist Option B : session template for the bot Option C : context variable Option D : bot in an Omnichannel Queue Correct Answer: C,D Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  29. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions Explanation/Reference: Explanation: C: When you hand off a conversation, you share the full history of the conversation (the context) as well as all user-defined variables. Having access to this context means live agents that are using any connected engagement hub can be notified that a conversation requires a live agent, see the context of the prior conversation, and resume the conversation. Contextual variables available upon hand-off Beyond providing an automated way for a conversation to be ported into an engagement hub, it's important to ensure that the best agent for a specific problem is engaged. To help route conversations to the most appropriate live agent there are context variables that are also passed to the engagement hub. You can use these variables to automatically determine where the conversation should be routed. For example, you may have added Transfer to agent nodes to several different topics, and you want to route conversations related to certain topics to specific agents. D: In Omnichannel for Customer Service, queues are used for collecting and distributing workload among agents. The workload includes conversations, such as chat or SMS. Agents are added as members to the queues, and the workload is distributed among these agents. Note: When your customers need to speak with a human agent, your bot can seamlessly hand off the conversation. With the omnichannel capabilities of the Chat Add-in for Dynamics 365 Customer Service, you can connect both voice and text conversations. When your bot hands off a conversation, it shares the full history of the conversation and all variables collected in the interaction. Your Omnichannel for Customer Service routes incoming escalations to the right queue, and a live agent can seamlessly resume the conversation. For more information about how to use hand-off in bot conversations. Reference: https://learn.microsoft.com/en-us/power-virtual-agents/configuration-hand-off-omnichannel https://learn.microsoft.com/en-us/power-virtual-agents/advanced-hand-off https://learn.microsoft.com/en-us/dynamics365/customer-service/create-queues-oca QUESTION: 24 Topic 4 Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  30. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions A company is developing a Power Virtual Agents chatbot that integrates with Dynamics 365 Omnichannel forCustomer Service. The company has offices in Africa and South America.You need to deploy Power Virtual Agents (PVAs) to all supported countries/regions.To which three geographies should you deploy the PVAs? Each correct answer presents a complete solution.NOTE: Each correct selection is worth one point. Option A : South America Option B : United States Option C : Africa Option D : Asia Option E : Europe Correct Answer: A,B,C Explanation/Reference: Explanation: Regional settings and data locations for organizations using Power Virtual Agents Supported Azure geographic locations (geos) include: *United States East US (Virginia), South Central US (Texas), West US 2 (Washington) *South America Brazil South (Sao Paulo State) (As there is only one region in Brazil, customer data in Brazil South may be replication to South Central US (Texas) for disaster recovery purposes) Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  31. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions Note: Omnichannel Geographic location availability Your Microsoft 365 tenant must be co-located in one of the following geographic locations where Omnichannel for Customer Service is available. These geographic locations refer to your Microsoft 365 tenant only and not the data center where your Power Platform environment or org instance resides. The October 2022 update of Omnichannel for Customer Service is available in the following regions. Reference: https://learn.microsoft.com/en-us/power-virtual-agents/data-location#data-locations https://learn.microsoft.com/en-us/dynamics365/customer-service/international-availability QUESTION: 25 Topic 4 A customer has a Customer Service environment. The customer plans to use service scheduling. You need to install the service scheduling. What should you use to install the service scheduling? Option A : Business Management settings Option B : AppSource Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  32. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  33. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions Option C : Power Platform admin center Option D : Process Center Correct Answer: C QUESTION: 26 Topic 5 A company has a Customer Service deployment. The company plans to implement macros. You need to create and configure a macro. Which connector should you use? Option A : Viva Engage connector Option B : Dataverse connector Option C : Office 365 Outlook connector Option D : Session connector Correct Answer: D QUESTION: 27 Topic 5 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 Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  34. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions 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 study - To 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. Background - Lucerne Publishing is a publishing company in Canada. The company publishes books for higher education. It also invests in multiple cloud-based solutions to support the customer service, publishing, and sales departments. Current Environment - Lucerne Publishing uses the following: •The Customer Service app for the publishing customer service division. •Omnichannel capabilities in the Customer Service app. •Third-party apps for e-commerce so students and parents can order books or courses online. •Customer service agents as the representatives who will resolve customers issues using various channels. •Resident employees who work for Lucerne Publishing and live in the buildings inside the business center. • assign the work orders to resources on the schedule board. A technician dispatch team that includes dispatchers who review and schedule work orders and The company has an internal division that provides repair services such as plumbing and electrical. The division provides services to the buildings inside the company business center, and some of those are used as residences by printing employees. Requirements - Customer Service - Contact Center The company has the following requirements: •Improve agent response time in live chats with customers. • that a new case is created automatically when an agent is on a chat with a customer. Improve agent productivity by automating tasks. For example, the customer service manager requests • the following: o Greet the customer. o Automatically open the case form for the book return, o Close the session with the customer. Provide instructions for agents to use when processing book returns. The instructions must include • when providing service to customers. Allow agents to use different channels such as short message service (SMS), social, and call Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  35. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions •Enable a new text SMS channel for the agents. •Improve the agents' capability to search using AI suggestions. •Provide agents with real-time recommendations on similar cases and knowledge-base articles. •Allow agents to know the customer’s point of view on the service. •Provide a solution that will identify an agent's supervisor when a customer has a negative experience. •Improve how the agents' skills and profiles are maintained. •Route calls to agents who can support French-speaking customers. •Configure the French language as a skill for agents who support French-speaking customers. •Provide access to the Omnichannel agent app and productivity tools for supervisors and agents. • agents and a workstream for SMS. The customer service supervisor must also be able to edit an existing workstream. Provide the customer service supervisor with the ability to create agent scripts for Omnichannel •Provide the customer service supervisor with the ability to track sentiment in real time. •Provide agents with AI suggestions on the recent contact that worked on similar cases. Customer Service - Repairs - The company has the following requirements for repair requests: •Dispatchers must be able to track a technician and schedule jobs for technicians based on availability. • orders. The view must be displayed only when the work orders are open-unscheduled, and the substatus is ready to dispatch work orders. A dispatcher named UserA must be able to create a new view to display only unscheduled work •The technician dispatch team must be able to create a Schedule tab in the schedule board. •Dispatchers must be able to track technicians' utilization by using personal color codes. •The field technician's security role must be field service technician. Issues - The company reports the following issues: •Agents spend most of their time doing repetitive tasks during support calls or chats. •There is no guided process for agents to follow the steps when a customer calls for a book return. • using AI suggestions. Customer service managers are not able to provide real-time recommendations to customers • answer conversations manually. A new channel for SMS is not sending conversations to agents. Agents are required to • service agents. The company is not able to retain customers who have a negative experience with the customer Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  36. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions •Agents are not able to use the schedule board to schedule repair work orders by using a custom view. • customers are not routed to the appropriate agents. The skills and proficiency model are not defined for the agents. Calls from French-speaking You need to implement a solution for the customer service supervisor. Which two security roles should you assign to the customer service supervisor? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point. Option A : Omnichannel administrator Option B : Omnichannel supervisor Option C : App profile manager administrator Option D : Productivity tools administrator Correct Answer: A,D QUESTION: 28 Topic 5 You need to configure the system to involve managers when needed.What should you configure? Option A : Routing rules Option B : Sentiment analysis Option C : Workstream Option D : Customer Service Insights Correct Answer: B Explanation/Reference: 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 Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  37. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions 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 QUESTION: 29 Topic 6 You create a Power Virtual Agents chatbot. The chatbot includes Power Automate flows. You are not a systemadministrator.Users in your organization must collaborate to develop the chatbot.You attempt to share the chatbot by adding user email addresses and assigning them Manager, PowerAutomate User, and Transcript Viewer permissions on the bot. The Send an email invitation to new usersoption is disabled.Sharing of the chatbot fails.You need to use the principle of least privilege to share the chatbot with users for collaboration.Which two actions should you perform? Each correct answer presents part of a solution.NOTE: Each correct selection is worth one point. Option A : Assign the users the Environment Maker security role. Option B : Ensure that a System Administrator assigns the users the Environment Maker security role. Option C : Share the Power Automate flows. Option D : Enable Send an email invitation to new users and re-share the chatbot. Option E : Configure a custom context variable for the chatbot. Correct Answer: B,C Explanation/Reference: Explanation: B: Insufficient environment permissions Users in the environment must have the Environment maker security role before a bot can be shared with them. System administrators of the environment need to assign the Environment maker security role to the user before you share the bot. C: Share Power Automate flows used in a bot You can add actions to a bot using flows in Power Automate; however, flows in a bot aren't automatically shared with other users when sharing a bot. Users who don't have access to the shared flow can still run it by using the test bot canvas. To let other users edit or add flows you'll need to share them in Power Automate. You can open flows directly from the topic where the flow is used. Reference: https://docs.microsoft.com/en-us/power-virtual-agents/admin-share-bots Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  38. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/customize/create-site-mapapp QUESTION: 30 Topic 7 A company uses Dynamics 365 Customer Service.A customer service supervisor must create canvas apps. The environment uses a Microsoft Dataversedatabase. The supervisor must be able to create new connections and Microsoft Power Automate flows. Thesupervisor must not have data access privileges to data in the environment.You need to assign a role to the supervisor by using the principle of least privilege.Which security role should you grant to the supervisor? Option A : Environment Maker Option B : Environment Admin Option C : System Administrator Option D : System Customizer Correct Answer: A Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  39. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions Explanation/Reference: Explanation: The Environment Maker role can create resources within an environment including apps, connections, custom connectors, gateways, and flows using Power Automate. Incorrect: *Environment Admin, System Administrator The Environment Admin role can perform all administrative actions on an environment, including the following: Add or remove a user or group from either the Environment Admin or Environment Maker role. Provision a Dataverse database for the environment. View and manage all resources created within the environment. Set data loss prevention policies. More information: Manage data loss prevention policies After creating the database in the environment, you can use the System Administrator role instead of the Environment Admin role. *System Administrator Has full permission to customize the system. Can view all data in the system *System Customizer Has full permission to customize the system. Can only view rows for system tables that they create Reference: https://learn.microsoft.com/en-us/power-platform/admin/environments-overview Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  40. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions QUESTION: 31 Topic 7 DRAG DROPYou must create a custom web portal to support customer service processes. The portal must allow customersto chat with customer service if the customer initiates a chat conversation.You need to embed the chat widget into the web portal.Which four actions should you perform in sequence? To answer, move the appropriate actions from the list ofactions to the answer area and arrange them in the correct order.Select and Place: Answer : Explanation/Reference: Explanation: Step 1: Open Omnichannel Administration. Embed chat widget in your Power Apps portal To embed a chat widget in Power Apps portals: 1. In one of the administrator apps, open the chat widget you want to embed in Power Apps portals. Step 2: One the Basic details tab, copy the widget snippet code. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  41. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions 2. On the Basic details tab, copy the widget snippet code from the Code snippet section. Step 3: Open the Portal Management app. 3.Open the Portal Management app. Step 4: In Content Snippet > Chat widge code in the web portal, paste the widget snippet code. 4.Go to Portal > Content Snippets. 5.Find the Chat Widget Code content snippet and open it. 6.On the General tab, scroll down to the Value (HTML) section. 7.Paste the chat widget snippet code in the HTML tab. 8. Save the changes. The chat widget is now embedded into the portal. Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/embed-chat-widget-portal QUESTION: 32 Topic 7 You are integrating Power Virtual Agents with Omnichannel for Customer Service.You create context variables.You need to complete the handoff process to a human agent.Which three actions should you perform? Each correct answer presents part of the solution.NOTE: Each correct selection is worth one point. Option A : In Power Virtual Agents, enter the Power Virtual Agents Application ID. Option B : In the Power Virtual Agents topic, add the Transfer to Agent node in the End the conversation node. Option C : In the Omnichannel Administration app, add a user as a virtual agent. Option D : In Power Virtual Agents, disable the Teams channel. Option E : In Power Virtual Agents, select Transfer to agent. Correct Answer: A,B Explanation/Reference: Explanation: Connect your bot to Omnichannel for Customer Service 1. (E) In Power Virtual Agents, edit your bot. In the left panel, select Manage, Agent transfers, and then select the Omnichannel tile. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  42. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  43. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions 2.Select Enable. 3. Under See the environment this bot is connected to, select the environment where you have omnichannel integration turned on. 4. (A) Select See how to register a new Application ID and follow the steps to find or create the app registration for Power Virtual Agents. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  44. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions 5.On the Azure portal go to App registrations, then select Overview. Copy the Application (client) ID 6. Return to the Omnichannel pane in Power Virtual Agents and paste the Application ID in the Application ID box. Important Omnichannel for Customer Service models bots as "application users." Therefore, the Application ID that you use must be unique to your Microsoft Dataverse organization or environment. 7.Select Add your bot. Power Virtual Agents uses a Teams channel to communicate with Omnichannel for Customer Service. If one isn't turned on, a Teams channel will be enabled when you select Add your bot. 8. Select the View details in Omnichannel link to continue configuring the bot connection in your omnichannel interface. B: End bot conversation You must configure the Power Virtual Agents web app bot to end a conversation. See End conversation. When a customer closes the chat window, for the bot to end the conversation in Omnichannel for Customer Service, you must also configure a context variable that explicitly ends the conversation. To configure a bot conversation to end, perform the following steps: 1.In Power Virtual Agents, for the selected bot, add a new topic. 2.Select Go to authoring canvas, and in Add node, select Call an action, and then select Create a flow. 3.On the Power Automate window that opens on a new tab, do the following: In the Return value(s) to Power Virtual Agents box, select Add an output, and then select Yes/No. In the Enter title box, enter CloseOmnichannelConversation, which is the Omnichannel for Customer Service context variable name. In the Enter a value to respond box, select the Expression tab, and then enter bool(true) to build the expression, and select OK. Save the changes, and then exit Power Automate. 4. In the topic that you were editing, select Call an action again, and then in the list, select the flow that you created. 5.In Add node, select End the conversation, and then select Transfer to agent. 6. Go to the topic in which you need to invoke the topic for ending the bot conversation in Omnichannel for Customer Service, and use the Go to another topic option in Add a node. 7.Select the topic that you created for ending the bot conversation. 8. Save and publish the changes. Reference: https://docs.microsoft.com/en-us/power-virtual-agents/configuration-hand-off-omnichannel QUESTION: 33 Topic 7 DRAG DROPA company uses Dynamics 365 Customer Service. The company connects chatbots to its Omnichannelconfiguration.The chatbot does not escalate calls to agents.You need to troubleshoot the chatbot issue.In which order should you perform the actions? To answer, move all actions from the list of Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  45. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  46. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions actions to theanswer area and arrange them in the correct order.NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct ordersyou select.Select and Place: Answer : Explanation/Reference: Explanation: Step 1: Create the chatbot application and assign it as an agent. Prerequisites Before you integrate Power Virtual Agents bots in Omnichannel for Customer Service, check the following: * You'll need an application registered on the Azure portal before connecting to Omnichannel for Customer Service. *Etc. Step 2: Add the chatbot to a voice workstream. Configure your Power Virtual Agents bot in the admin app In Customer Service admin center or Omnichannel admin center, select the Power Virtual Agents bot from the list of bots in the Workstreams area, so the bot can be used to hand off conversations to human agents. Note: To add the bot to the workstream 1. In Customer Service admin center or Omnichannel admin center, go to Workstreams, and select a workstream. 2.For the selected workstream and channel, in the Bot area, select Add bot. 3. In the Add a bot dialog, select the required bot from the Name dropdown list, and then select Save and close. Step 3: Add the chatbot to the queues. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  47. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions Configure your Power Virtual Agents bot in Omnichannel Administration In Omnichannel Administration, after the Power Virtual Agents bot is created and configured to work with Omnichannel for Customer Service, you can configure it to hand off conversations to queues. To receive incoming messages, you must add the bot to at least one queue. The bot will use the routing rules that were created at setup. 1. Connect the bot to Omnichannel for Customer Service and go to the Omnichannel Administration app. More information: Configure seamless and contextual hand-off to Omnichannel for Customer Service. 2.Assign the bot to an existing queue. 3. Select Done. Now you're on the bot profile page and you can see that your bot is connected. Your bot is ready to accept and respond to customer-initiated conversations. Step 4: Set escalation rules Set escalation rules You can set escalation rules in one of the following ways so the bot can route the queries to the appropriate agent: Add the bot to an existing human agent queue: If you add the bot to an existing human agent queue, you don’t need to change your existing routing rule. Existing routing rules will send incoming messages to the Power Virtual Agents bot. When a handoff is triggered, customers will be transferred from the Power Virtual Agents bot to the human agent according to the escalation routing rules. Create a bot queue and a human agent queue: If you create two queues, you must create workstreams that contain context variables and appropriate routing rules to route the customer queries. Step 5: Set code to engage the chatbot. Sample code This section includes code samples that you can use to configure an Azure bot to escalate and end conversations. Implement a command class to model tasks related to escalating and ending conversations. The sample code is as follows. using System.Collections.Generic; using System.Runtime.Serialization; using Newtonsoft.Json; using Newtonsoft.Json.Converters; namespace EchoBot.OmniChannel { /// /// Command types that bot can send to Omnichannel /// [JsonConverter(typeof(StringEnumConverter))] public enum CommandType { [EnumMember(Value = "Escalate")] Escalate = 0, Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  48. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions [EnumMember(Value = "EndConversation")] EndConversation = 1, } /// /// Action /// [DataContract] public class Command { /// /// Type of action that bot can send to Omnichannel Etc. Reference: https://learn.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent https://learn.microsoft.com/en-us/dynamics365/customer-service/bot-escalate-end-conversation QUESTION: 34 Topic 8 You are employed as an administrator for your company’s Dynamics 365 for Customer Service implementation.Your company has several business process flows for managing contracts.You want to specify the default process flow.You configure the stages of the business process flows.Does the action achieve your objective? Option A : Yes, it does Option B : No, it does not Correct Answer: B Explanation/Reference: Reference: https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/customize/businessprocess-flows-overview QUESTION: 35 Topic 8 You make use of Dynamics 365 Customer Service. You have recently acquired Omnichannel for CustomerService.You want to make sure that an agent is unable to view a client’s credit card data in a live chat.Which of the following actions should you take? Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  49. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions Option A : You should configure a business rule. Option B : You should configure a data masking rule. Option C : You should configure data encryption. Option D : You should configure a routing rule. Correct Answer: B Explanation/Reference: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/data-masking-settings QUESTION: 36 Topic 8 You are responsible for creating surveys via Voice of the Customer (VoC).You want to make sure that clients who currently receive surveys are able to unsubscribe when they no longerwant to receive them.You add an Unsubscribe check box after every question.Does the action achieve your objective? Option A : Yes, it does Option B : No, it does not Correct Answer: B Explanation/Reference: Reference: https://www.inogic.com/blog/2018/02/exploring-the-unsubscribe-survey-option-in-voice-of-customer-indynamics-365-crm/ QUESTION: 37 Topic 10 You need to search for answers to customer claims.Which type of search should you perform? Option A : Timeline Option B : Quick Find Option C : Related Option D : Detail Option E : Case Relationships Correct Answer: C Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

  50. Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions Explanation/Reference: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/search-knowledge-articles-csh#knowledgebase-search-contro QUESTION: 38 Topic 10 You need to ensure that claim disputes conform to the defined case life cycle.What should you configure? Option A : Related cases Option B : Case Relationships Option C : Timeline Option D : Status Reason Transition Option E : Subject Correct Answer: D Download All Questions: https://www.microsoftdumps.us/MB-230-exam-questions

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