Microsoft MB-230 Online Practice Questions and Exam Preparation

Microsoft MB-230 Online Questions & Answers

• Question 151:

  DRAG DROP

  You are a functional consultant for a Dynamics 365 Customer Service organization.

  You must add the knowledge base search control to the Case entity main form and the Phone call main form.

  Which four 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.

  Select and Place:

  

  

• Question 152:

  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. Personal
  B. Private
  C. Business unit
  D. Public
  B. Private

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  Explanation

  https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queues-manage-activities-cases

• Question 153:

  HOTSPOT

  A computer repair company employs technicians. Some technicians fix hardware issues and some fix software issues.

  A case is opened for each customer call. Technicians are sent to customers' homes when issues cannot be fixed over the phone. The company implements Dynamics 365 Customer Service and wants to start scheduling the technicians' in-person appointments.

  The requirements for scheduling appointments are as follows:

  Schedule an appointment with the technician who is located closest to a customer.

  Schedule an appointment based on whether the issue is hardware or software.

  The dispatcher who schedules appointments must not be able to configure the system.

  You need to configure the system to meet the requirements.

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

  NOTE: Each correct selection is worth one point.

  

  

• Question 154:

  Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more 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, these questions will not appear in the review screen.

  You are implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2.

  You need to set up the queues to meet the following requirements:

  1. Users must have their own queues that no one else can access.

  2. Users must not be able to view each other's queue.

  3. Users must be able to work from the support queue.

  Solution:

  1. Set up each user queue to be public.

  2. Set up level1 and level2 queues to be public and add applicable members.

  3. Set up the support queue to be public.

  Does the solution meet the goal?

  A. Yes
  B. No
  B. No

  ---

  Explanation

  https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases

• Question 155:

  You are customizing an Omnichannel for Customer Service implementation.

  A call center wants to enable a chat channel for unauthenticated chats with the following requirements:

  1. Chat must auto detect a customer for agents.

  2. A chat widget must be embedded in a specific domain.

  You need to customize the solution that meets the requirements.

  Which two options you should select? Each correct answer presents part of the solution.

  NOTE: Each correct selection is worth one point.

  A. pre-chat survey
  B. visitor location
  C. proactive chat
  D. widget location
  C. proactive chat
  D. widget location

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  Explanation

  C: A chat channel allows your customers to engage with customer service agents using the chat widget on a website. Proactive chat allows customer service agents to engage with customers by automatically inviting them to a chat conversation based on the configured rules. Proactively engaging with a customer at the time when they need help improves customer experience and satisfaction.

  Information about the user journey, time spent on a web page, and more can be used to decide when to engage with a customer. You can control the proactive chat experience by using personalized trigger messages and configurable rules to define the target audience, time frame, and target location.

  D: On the Location tab, perform the following steps:

  a) In the Widget location section, select Add to specify the website domain where the chat widget must be shown. The domain format should not include the protocol (for example, http or https). b) In the Visitor location section, specify whether you need to detect the visitor's location, and then select a Geo Location Provider. More information: Set up location detection

  Note:

  If no domains are specified, the chat widget can be embedded on any website without restrictions. If you specify a domain, the chat widget can be hosted only on the specified domain.

  https://learn.microsoft.com/en-us/dynamics365/customer-service/proactive-chat

  https://learn.microsoft.com/en-us/dynamics365/customer-service/add-chat-widget

• Question 156:

  DRAG DROP

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

  The call center's requirements for the implementation are as follows:

  1. When a new chat conversation is started, the Customer Summary and New Case form tabs must be open.

  2. The Customer Summary tab must be the primary tab during the conversation.

  3. Agents must be able to close the New Case form tab.

  4. Agents must not be able to close the Customer Summary tab.

  You need to configure the tabs.

  Which configuration should you use for each tab? To answer, drag the appropriate types of account information to the correct SMS channel provider. Each type of account information may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.

  NOTE: Each correct selection is worth one point.

  Select and Place:

  

  

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  https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/session-templates

• Question 157:

  You work for a power company that uses Dynamics 365 Customer Service. The company provides outdoor smart light bulbs to its customers.

  Each bulb includes an loT sensor with LTE capabilities.

  When a light bulb begins to fail, the loT sensor must create a work order to send the customer a replacement bulb.

  You implement Connected Customer Service with Azure loT Central and Power Automate, but work orders are not generated.

  You need to ensure that work orders are generated.

  What must you set for each bulb?

  A. Master device
  B. Parent device
  C. Customer account
  D. Contact
  C. Customer account

• Question 158:

  HOTSPOT

  You need to determine the type of queues to create.

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

  NOTE: Each correct selection is worth one point.

  

  

  ---

  Box 1: Private

  Miscellaneous queues must be visible to everyone.

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

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

  Private queues: Create with limited set of members to help those members easily view the queue items in that queue. Private queues streamline queue items for the members of that queue only and help to remove clutter from other user's views. Public queues: Create to let everyone in the organization view the queue and all of its items.

  Box 2: Public

  Miscellaneous queues must be visible to everyone.

• Question 159:

  You are responsible for creating surveys via Voice of the Customer (VoC).

  You want to make sure that an escalation is activated in support by VoC survey responses.

  Which of the following actions should you take?

  A. You should make use of the VoC - Process Survey Response workflow.
  B. You should make use of the VoC - Close Survey Activity workflow.
  C. You should make use of the VoC - Convert Response To Feedback Entity workflow.
  D. You should make use of the VoC - Convert Survey Response To Campaign Response workflow.
  A. You should make use of the VoC - Process Survey Response workflow.

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  Explanation

  https://ph.microsoftcrmportals.com/knowledgebase/article/KA-01022/en-us

• Question 160:

  You are describing Power Virtual Agents to executives at a company.

  The executives want to know which features are available out of the box.

  You need to describe these features.

  Which three features are available? Each correct answer presents a complete solution.

  NOTE: Each correct selection is worth one point.

  A. Monitor bot conversations in real time.
  B. Assign cases to specific users.
  C. Escalate to a live person.
  D. Use bots in post-chat surveys through routing rules.
  E. Display a view of customer cases to users.
  A. Monitor bot conversations in real time.
  C. Escalate to a live person.
  E. Display a view of customer cases to users.

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  Explanation

  A: Smart assist is an intelligent assistant that provides real-time recommendations to agents, helping them take actions while interacting with customers. It allows organizations to build a custom bot and plug-in to their environment. These custom bots interpret conversations in real time and provide relevant recommendations such as knowledge articles, similar cases, and next-best steps to the agent's user interface.

  C: With Power Virtual Agents, you can hand off conversations to live agents seamlessly and contextually.

  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.

  https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/smart-assist

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