Online Questions - Valid Practice To your MB-230 Exam (Updated 160 Questions) [Q64-Q83]

Online Questions - Valid Practice To your MB-230 Exam (Updated 160 Questions)

Practice To MB-230 - Remarkable Practice On your Microsoft Dynamics 365 for Customer Service Exam

NEW QUESTION 64
You send surveys to customers who have opened cases within the past month.
You need to send a summary of the survey results to individuals who do not have a Dynamics 365 license.
What are two possible ways to achieve the goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. Run the summary report. Export the report to Microsoft Excel. Send the Excel file to the users.
B. Run the survey summary report. Print the report to a PDF file. Send the PDF file to the users.
C. Create a view with the data, and then email a link.
D. Create a dashboard of the survey summary reports and share the dashboards with the users.
E. Run the survey summary report. Send a link to the report from within Dynamics 365.

Answer: A,B

Explanation:
Section: Topic 4, Configure Voice of the Customer

NEW QUESTION 65
Hotspot Question
You need to configure each escalation scenario.
Which configuration should you use for each scenario? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent

NEW QUESTION 66
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 67
Hotspot Question
You view the interactive dashboard in the Microsoft Dynamics 365 Customer Service Hub.

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.

Answer:

Explanation:

NEW QUESTION 68
You are configuring a single business process flow in Dynamics 365 for Customer Service.
You need to design the business process flow.
What should you do?

A. Span the process across 10 unique entities.
B. Use 40 steps per stage.
C. Combine multiple conditions in a rule by using both the AND and OR operators.
D. Merge peer branches to a single stage when merging branches.

Answer: D

Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/enhance-business-processflows-

NEW QUESTION 69
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?

A. Release the case.
B. Route the case to another queue.
C. Share the case.
D. Escalate the case

Answer: A

NEW QUESTION 70
Customer service representatives are not able to manually add service-level agreements (SLAs) to a record.
You need to enable on-demand SLAs.
What should you do?

A. Request an administrator to add the SLA field to the entity form
B. Activate the SLA
C. Configure the scope of the workflow
D. Publish the on-demand SLA

Answer: A

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define- service-level-agreements

NEW QUESTION 71
You use Dynamics 365 for Customer Service.
You need to create business process flows.
Which three entities can you use? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. Goal
B. Social activity
C. Rollup queries
D. Letter
E. Case

Answer: B,D,E

NEW QUESTION 72
You create a service-level agreement (SLA). For which two of the following key performance indicators (KPIs) can you create actions? Each correct answer presents a complete solution.

A. Resolve By
B. Escalate By
C. Close By
D. First Response By

Answer: A,D

NEW QUESTION 73
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?

A. Release the case.
B. Route the case to another queue.
C. Share the case.
D. Escalate the case

Answer: A

Explanation:
Section: Topic 2, Manage cases and the knowledge base

NEW QUESTION 74
You need to create and configure objects to support the requirements.
How should you configure the system? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION 75
You use the automatic creation and update rule feature to create case records automatically.
Which three source record types are available for automatically creating a case? Each correct answer presents a complete solution.

A. social activity
B. booking alert
C. survey activity
D. auto post
E. mailbox alert

Answer: A,B,C

NEW QUESTION 76
Your organization plans to use Voice of the Customer to send surveys to select groups of customers.
You need to customize branding colors and logos for the surveys.
What should you do?

A. Update Voice of the Customer piped data.
B. Modify Voice of the Customer survey themes.
C. Modify Microsoft Dynamics 365 themes.
D. Configure system settings.

Answer: A

NEW QUESTION 77
A company uses Dynamics 365 for Customer Service.
You need to document the case resolution process.
How are each of the cases resolved? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hubuse

NEW QUESTION 78
Hotspot Question
A company uses Dynamics 365 Customer Service. The company purchases Omnichannel for Customer Service.
The company wants the following requirements implemented without the need to license additional software:
- The system must automatically ask questions before the chat begins.
- Credit card information that a customer enters in a chat must not be
visible to the agent.
You need to configure the options to meet the requirements.
Which options should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-pre-chat-survey
https://docs.microsoft.com/en-us/dynamics365/customer-service/data-masking-settings

NEW QUESTION 79
You are a Dynamics 365 for Customer Service administrator.
You must track time against enhanced service-level agreements (SLAs).
You need to add a timer.
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:

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/add-timer-forms-tracktim

NEW QUESTION 80
You pick a case from a queue.
You determine that you cannot resolve the case, and plan to release the case back to the queue.
What effect does releasing the case to the queue have on record ownership?

A. Ownership is assigned based on the current routing rule.
B. Ownership remains unchanged.
C. Ownership of the record is assigned to the queue owner.
D. Ownership is reverted to the previous owner.

Answer: D

Explanation:
https://carldesouza.com/picking-releasing-cases-queues/

NEW QUESTION 81
You are implementing Dynamics 365 for Customer Service.
You need to set up available working hours to help desk representatives who have varying schedules.
What should you do? To answer,select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION 82
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.
Hotspot Question
You need to create and configure objects to support the requirements.
How should you configure the system? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.