[Oct-2022] Use Real MB-230 Dumps Free Sample Questions and Practice Test Engine
Pass Microsoft MB-230 exam - questions - convert Tets Engine to PDF
To stand a chance of passing any IT certification exam, the candidates must be well conversant with its topics. For the Microsoft MB-230 test, the domains are mentioned below:
- Implement Omnichannel for a Customer Service (30-35%)
For this broad domain, you need to be able to manage channels, implement Power Virtual Agents, configure the agent and supervisor experience, distribute work, manage channels, and deploy Omnichannel for Customer Service. These areas include your ability to manage queues, configure channels and work streams, as well as escalate conversations to a live agent.
- Implement Scheduling (10-15%)
This knowledge area is about the management of resources and services. To answer the questions from this section, you need to have the skills in configuring work hours, business closures, equipment, and facilities. Also, you need to be able to develop schedule boards and schedule service activities.
- Manage Cases & Knowledge Management (20-25%)
The first subject area of the exam is about creating and managing cases, implementing the knowledge management, as well as configuring and automating cases. This means that you need to be able to configure cases and merge them, implement Advanced Similarity rules, and configure Status Reason transitions.
- Manage Queues, Entitlements, & SLAs (15-20%)
Solving the items aligned to this topic, the candidates should have the ability to create and manage queues and entitlements, differentiate queue types, create and manage SLAs, assign an entitlement to a case, manage cases with SLAs, use SLAs on-demand, as well as define and create SLAs.
- Manage Analytics (10-15%)
The last objective that you need to deal with is all about the configuration of Customer Service Insights and creation of visualizations. The learners need to understand how to manage workspaces, design charts, and connect to Customer Service Insights.
Detailed Overview of Microsoft MB-230 Exam
The Microsoft MB-230 test is known to be taken in the English language only. The number of questions can be from 40 to 60. The question formats might include case studies, fill in the blank, multiple choice, multiple select, and others. You will need to clear all of them within 150 minutes to gain more than 700 points (passing score). The fee is $165 in the United States but it can be different in other countries. The difference in the pricing is brought up by the tax policies of each country. It is a proctored exam, which can be taken online. You can also sit for it at any Pearson VUE center.
NEW QUESTION 78
A customer has three cases in process and two cases for the current calendar year.
You need to determine how many cases the customer has left on their entitlement.
How many cases are left?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: D
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-termscustome
NEW QUESTION 79
You release an item from a queue.
What is the outcome?
- A. The record is removed from the current queue and placed in the user's personal queue.
- B. The record is returned to the originating queue.
- C. The value from the Worked By field is removed.
- D. The current routing rule is applied.
Answer: B
Explanation:
NEW QUESTION 80
What are the states a knowledge base article can be in?
- A. Approved, Archived, Discarded, Draft. Expired, or Scheduled
- B. Active. Approved, Draft, Inactive, or Scheduled
- C. Active or Inactive
- D. Approved, Cancelled. Draft Expired. On Hold, or Scheduled
Answer: A
Explanation:
NEW QUESTION 81
You are a customer service representative working with cases in Dynamics 365 for Customer Service.
You need to manage multiple lists of cases.
Which actions should you perform? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 82
Your organization plans to use Microsoft Power BI to access and analyze data in Dynamics 365 for Customer Service.
You need to configure a Power BI connection to a Dynamics 365 organization named Contoso.
Which service URL should you use?
- A. https://contoso.api.crm.dynamics.com/xrmservices/2011/organization.svc
- B. https://disco.crm.dynamics.com/api/discovery/v9.1
- C. https://disco.crm.dynamics.com/xrmservices/2011/discovery.svc
- D. https://contoso.crm.dynamics.com
Answer: D
Explanation:
Section: Topic 1, Perform Configuration
NEW QUESTION 83
Case Study 1 - Humongous Insurance
Background
Humongous Insurance is contracted to process all insurance claims for a health facility that accepts the following types of health insurance:
* Health maintenance organization (HMO)
* Preferred-provider organization (PPO)
* Gold
Cases are classified as new claims, claim disputes, and follow-ups. Each insured person is entitled to open 25 new cases each calendar year.
Support representatives specialize by and process claims by insurance type.
Humongous Insurance currently accepts claims only by telephone. The call center is open from
06:00 GMT to 24:00 GMT daily. Call center staff work one of the following shifts: 06:00 GMT to
12:00 GMT, 12:00 GMT to 18:00 GMT, and 18:00 GMT to 24:00 GMT.
When a case is received by email, a staff member categorizes the case as email and closes the case immediately.
Current environment
* Humongous Insurance has three departments to handle claim types: HMO, PPO, and Gold.
* The company uses handwritten forms to send claims information to the correct department.
* Each department maintains a workbook to record calls received.
Requirements. Support desk
* Configure the system to track the number of insurance claims filed each year.
* Categorize claims by type as they are opened.
* Configure the system to track staff responsiveness to service-level agreements (SLAs).
* Ensure that business hours reflect the hours that support staff are scheduled.
Requirements. Case handling
* All new cases must be automatically placed into a queue based on insurance type after the type is selected.
* All insurance types need to be automatically moved to the proper queue when the subject is picked.
* All cases must be created and closed immediately when received.
* The status reason must be set to Email Sent or Phone Call.
* Information must be restricted by insurance and phone call type.
* Managers must be alerted when customers reach their limit of 25 cases for the year.
* Changes to cases must not be counted against entitlements until the case is closed.
Requirements. Disputes
* Claim disputes must be categorized as low priority.
* The status for all disputed cases must be set to Review by a Manager before a disputed case may be closed.
Requirements. Knowledge base
* A knowledge base must be used as a repository for all answers.
* Representatives must be able to search the knowledge base when opening a new case for similar claims.
* Representatives must be able to search across all entities at all times.
* Searches must check any field in the entity for matches in a single search.
* Searches must return results in a single list and sort the list so that the most relevant results appear at the top of the list.
* Representatives must be able to link the knowledge base to cases when applicable.
* Representatives must create a new knowledge base article if an answer is not found in the existing knowledge base.
* Representatives must be able to use SQL-like syntax to search the knowledge base.
Requirements. Service-level agreements
When a customer calls to open a claim, the company must respond to the caller within the following time frames:
Requirements. Alerts
* Cases must be flagged when they are past the SLA threshold.
* An email alert must be sent to the manager to indicate an SLA noncompliance.
* An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.
* Send an email alert to support managers when disputes are ready to be closed.
* Send an email alert to customers when cases are closed.
Requirements. Issues
* The current process is all manual and not efficient.
* There is no easy way to determine whether the company is meeting its SLAs.
* Representatives are often inconsistent regarding how they handle customers and answer customer questions.
* There is no accountability for any of the representatives who take calls.
You need to ensure that claim disputes conform to the defined case life cycle.
What should you configure?
- A. Subject
- B. Status Reason Transition
- C. Timeline
- D. Case Relationships
- E. Related cases
Answer: B
NEW QUESTION 84
You are a customer service representative using Dynamics 365 Customer Service Hub.
You need to link the knowledge base records that relate to cases and send articles to customers.
Which three actions should you perform in sequence? To answer,move the appropriate actions from the list of actions to the answer area and arrange them in them correct order.
Answer:
Explanation:
NEW QUESTION 85
A client plans to implement a case resolution process.
Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 86
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer.
You must display the question: Have you used the product before? If the response is Yes, you must display additional questions concerning the product. If the answer is No, you must display a different set of questions concerning other products.
You need to select a survey feature to use.
Which survey feature should you use?
- A. Response routing
- B. Answer tag
- C. List of ratings
- D. Basic
- E. Piping
Answer: A
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey
NEW QUESTION 87
You are a customer service manager for a company using Dynamics 365 for Customer Service.
You need to set up queues to manage support. You assign a team to each queue.
What type of queue should you configure?
- A. Public
- B. Business unit
- C. Private
- D. Personal
Answer: C
Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queuesmanage-activities-cases
NEW QUESTION 88
You are a Dynamics 365 for Customer Service administrator.
You need to import cases from a file without applying routing rules.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/create-rulesautomatically
NEW QUESTION 89
You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review.
You approve some articles and revert some articles to draft status.
For each action, what should you do next? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 90
You are creating a survey using Voice of the Customer.
You need to embed the survey into a website and make it available to your customer.
What should you do?
- A. Create a webpage on the website. Add the URL to link the Voice of the Customer questions from Dynamics 365.
- B. Add the iFrame URL to your website.
- C. Create the website. Add the URL to the Dynamics 365 site in your website.
- D. Create an iFrame URL. Copy the HTML code to an iFrame in your website.
- E. Create your Dynamics 365 portal. Display the Voice of the Customer page from within the main website page.
Answer: D
Explanation:
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/distribute-survey
NEW QUESTION 91
You are a Dynamics 365 forCustomer Service administrator.
Your company requires a new phone-to-case business process flow for customer service representatives to follow.
The stages are as follows:
* Verification
* Acknowledgement and research
* Resolution
Customer service representatives must send an email to the customer when a case enters the acknowledgement-and-research stage.
You need to create the required business process flow and components.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/create-business-process-flow
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/workflow-processes
NEW QUESTION 92
A Dynamics 365 Customer Service organization uses routing rules to escalate cases.
Security roles have not been modified or created.
You need to modify the routing rule set that is currently in use and enforce the principle of least privilege.
Which five actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
1 - Verify that you have the customer service manager security role.
2 - Navigate to Routing rule sets.
3 - Deactivate the routing rule set.
4 - Edit the routing rule set.
5 - Activate the routing rule set.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-cases
NEW QUESTION 93
You plan to deploy Unified Service Desk (USD).
You need to install all USD components and verify the installation.
Which three actions should you perform? Each correct answer presents part of the solution.
- A. Install the USD client on a development computer.
- B. In the USD application, configure client diagnostic logging.
- C. Install computer telephony integration (CTI) adapters.
- D. Run the USD client and connect to the Microsoft Dynamics 365.
- E. Deploy USD packages to the Microsoft Dynamics 365 instance.
Answer: A,D,E
NEW QUESTION 94
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How to Prepare For MB-230: Microsoft Dynamics 365 Customer Service Exam
Preparation Guide for MB-230: Microsoft Dynamics 365 Customer Service Exam
Introduction
Microsoft has given a certification track for IT professionals to get certified in Dynamics 365 Customer Service. The assessment is based on a rigorous exam using industry standard methodology to determine whether a candidate meets Microsoft's proficiency standards.
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Certification is evidence of your skills, expertise in those areas in which you like to work. If candidate wants to work on MB-230: Microsoft Dynamics 365 Customer Service Exam and prove his knowledge, Certification offered by Microsoft. This Microsoft MB-230 Exam helps a candidate to validates his skills in MB-230: Microsoft Dynamics 365 Customer Service Exam Technology.
In this guide, we will cover the MB-230: Microsoft Dynamics 365 Customer Service Exam, MB-230: Microsoft Dynamics 365 Customer Service Exam Certified professional salary and all aspects of the MB-230: Microsoft Dynamics 365 Customer Service Exam Certification.
Pass Your MB-230 Exam Easily - Real MB-230 Practice Dump Updated Oct 04, 2022: https://prepcram.pass4guide.com/MB-230-dumps-questions.html