Microsoft MB-230 Online Practice Questions and Exam Preparation

Microsoft MB-230 Online Questions & Answers

• Question 201:

  Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets 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 creating agent scripts that have macros for quick steps for agents in a support center.

  Agents need to be able to open a case from one of the steps in the agent scripts.

  You need to select a type of connector to use to create the macro.

  Solution: Configure the macro by using a session connector.

  Does the solution meet the goal?

  A. Yes
  B. No
  B. No

• Question 202:

  DRAG DROP

  You need to set up users with permissions to use the digital messaging channels.

  Which role should you assign to each user? To answer, drag the appropriate roles to the correct groups of users. Each role 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.

  Select and Place:

  

  

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  Box 1: Omnichannel supervisor

  Case managers schedule shifts and are a point of escalation.

  Omnichannel supervisor: Required for performing supervisor tasks. Businesses need to monitor and manage the efficiency levels of agents in their ongoing conversations with customers. The enhanced supervisor experience provides supervisors with timely insights and metrics on the efficiency of the service delivery of agents and opportunities to help agents deliver better support to customers. In this enhancement to the supervisor experience in Omnichannel for Customer Service, supervisors can:

  Drill down to specific agents and look at their operational metrics.

  Manage agent availability remotely.

  Box 2: Omnichannel agent

  Case representatives handle incoming calls, provide information to patients for appointments, and schedule follow-up calls with doctors. Case representatives can also help with people who want to chat online.

  Omnichannel agent: Required for performing agent tasks. As an Omnichannel agent, you can use queues to manage the work items that are assigned to you via queues. Therefore, you can focus on the tasks at hand and ensure better customer service. The application empowers you to work on simultaneous conversations with multiple customers. You get a holistic view of a customer's data and can see the details of the customer's previous interactions. In this way, you can be sure that you have all the available information that you might need to resolve the customer's issue.

  Box 3: Productive tools user

  Customer satisfaction representatives monitor all activity and ensure that there is a uniform process for all calls.

  Productivity tools user: Required by users of Dynamics 365 Productivity Tools. Agent productivity tools use intelligence and automation to enable agents to find answers to customer questions and help resolve customer issues quickly, thereby improving satisfaction in service delivery.

  Incorrect:

  Not Productivity tools administrator:

  Productivity tools administrator: Required by administrator users of Dynamics 365 Productivity Tools.

• Question 203:

  Your company uses Dynamics 365 Customer Service.

  You are designing a survey to send out each time a case closes. The survey must adapt to display additional questions within the same survey if a customer chooses Dissatisfied as a survey answer.

  You need to configure the survey.

  Which feature should you use?

  A. Branching rule
  B. Multiple-page survey
  C. Multiple answer
  D. Post-survey message
  A. Branching rule

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  Explanation

  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.

  https://docs.microsoft.com/en-us/dynamics365/customer-voice/create-branching-rule

• Question 204:

  HOTSPOT

  A company is implementing Dynamics 36S Customer Service and Rower Virtual Agents for its support desk. Supervisors have the following information requirements:

  1. Topic analytics for ail cases completed over the last year.

  2. Analytics for chalbot options chosen from past interactions which customers.

  You need to configure the system to meet the requirements.

  What should you enable in the configuration? To answer. select the appropriate options in the answer area

  NOTE Each connect selection is worth one point.

  

  

• Question 205:

  Your company makes use of Dynamics 365 for Customer Service.

  You need to assign a case in the queue that is currently routed to you to a different user because you have booked time off work.

  You share the case.

  Does the action achieve your objective?

  A. Yes, it does
  B. No, it does not
  B. No, it does not

• Question 206:

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

  You want to make sure that the design allows for questions to be shown or hidden according to answer selected.

  You include Client-side routing in the design.

  Does the action achieve your objective?

  A. Yes, it does
  B. No, it does not
  A. Yes, it does

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  Explanation

  https://www.inogic.com/blog/2016/10/display-survey-questions-conditionally-for-voice-of-customer-in-dynamics-crm-2016/

• Question 207:

  DRAG DROP

  A company uses Dynamics 365 Customer Service.

  A user is configuring loT devices to record specific types of information, such as temperature, humidity, and air flow. Several types of devices require configuration for pre- set commands and ease of administration.

  You need to configure the devices to generate the correct recordings.

  NOTE: Each correct selection is worth one point.

  Select and Place:

  

  

• Question 208:

  What should managers use to perform weekly reviews with case representatives?

  Case Study Title (Case Study):

  A. Tier 1 dashboard
  B. Agent Insights
  C. Connected Customer Service dashboard
  D. Customer Service Performance dashboard
  B. Agent Insights

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  Explanation

  https://docs.microsoft.com/en-us/dynamics365/customer-service/intraday-agents-insights

• Question 209:

  HOTSPOT

  You need to select which setting needs to be configured for each setup.

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

  NOTE: Each correct selection is worth one point.

  

  

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  https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams

  https://docs.microsoft.com/en-us/dynamics365/customer-service/enable-skill-routing-create-rating-model

• Question 210:

  You need to consider the underlined segment to establish whether it is accurate.

  A customer service manager requires the Append access level to add new entitlement templates for customer service representatives.

  A. No adjustment required.
  B. Organization
  C. Business unit
  D. Remove
  B. Organization