Microsoft MB-230 Online Practice Questions and Exam Preparation

Microsoft MB-230 Online Questions & Answers

• Question 221:

  HOTSPOT

  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.

  

  

• Question 222:

  You are configuring Microsoft Teams chat integration for a custom model-driven application.

  Users report that they are unable to use the chat feature in the app.

  You determine that the capability has not yet been enabled.

  You need to enable the functionality.

  Which area should you access to enable it?

  A. Microsoft Power Platform admin center
  B. Microsoft Teams admin center
  C. Maker Portal
  D. Microsoft Dynamics 365 Customer Service admin center
  A. Microsoft Power Platform admin center

• Question 223:

  Your company makes use of Dynamics 365 for Customer Service.

  You have configured a customer service business unit as a parent of a call center, a digital response, and an escalation business unit. These business units all have their own queues. Customer service cases are directed to the correct parties via the queues. You have not amended any security roles.

  You have been tasked with making sure that a user in the customer service business unit is able to read queues in both the parent and child business units.

  You assign the user the Scheduler security role.

  Does the action achieve your objective?

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

• Question 224:

  DRAG DROP

  A company implements Dynamics 365 Customer Voice. The company sends out customer satisfaction surveys. The service team creates one survey from a blank project and others from a predefined project template.

  When the company receives all the survey responses, a member of the service team must analyze the results. The member must calculate satisfaction scores to help the service manager identify required efficiency changes for the department.

  You need to determine which type of satisfaction metrics to use.

  Which metrics should you use? To answer, drag the appropriate metrics to the correct scores. Each metric 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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  Box 1: Net Promoter Score

  Net Promoter Score (NPS): NPS is a metric used to measure customer loyalty. The score is calculated from the NPS-type question by using a scale from 0 through 10. The respondents are grouped as follows:

  6. Passives are those who respond with a score of 7 or 8. Promoters are those who respond with a score of 9 or

  10. NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. The score is a number that can range from ?00 to 100.

  Box 2: Customer Satisfaction Score

  Customer Satisfaction (CSAT): CSAT is a metric used to measure the level of satisfaction customers have with a product or a service. CSAT is measured by responses to rating-type questions. The CSAT score is calculated on a scale of 1 to 5. If you create a question on a scale other than 1 to 5, the CSAT score is normalized as per the 1 to 5 scale. This helps in comparing various CSAT scores.

  Incorrect:

  Sentiment: Sentiment is a metric used to identify customer sentiment toward a product or a service. Sentiment groups the responses to a text-based question as positive, negative, or neutral.

• Question 225:

  You need to configure the SMS workstream.

  What should you use?

  A. the existing fallback queue
  B. a new fallback queue
  C. the work distribution mode set to push
  D. the work distribution mode set to pull
  B. a new fallback queue

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  Explanation

  Scenario: Provide the customer service supervisor with the ability to create agent scripts for Omnichannel agents and a workstream for SMS. The customer service supervisor must also be able to edit an existing workstream.

  How fallback queues work

  To efficiently manage the work items, you can configure a fallback queue per workstream that acts as a safety net. You can set an existing queue as the fallback queue or create a fallback queue with the required settings when you're creating a workstream.

  For existing workstreams, you can configure the fallback queue on the workstream page. If you choose to create a queue, you need to add users. By default, the assignment method for the fallback queue is highest capacity.

  Note:

  Incorrect:

  Not C, not D: Work distribution mode: Select Push or Pick. You can't edit this setting later.

  In Push mode, a work item is dispatched to agents automatically using a message alert. You can configure the push work item to be explicitly picked up. For voice, only push mode is available.

  In Pick mode, a work item is dispatched to agents when they explicitly pick the work item from the Open work items in the agent dashboard.

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

  https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/queues-omnichannel

• Question 226:

  HOTSPOT

  You are implementing Omnichannel for Customer Service for a company.

  The company has the following requirements:

  1. The Knowledgebase article search tab must open when a new chat conversation begins.

  2. The Chat Session template must be in expanded mode for the agents.

  You need to complete the implementation to meet the requirements. Which configuration should you use for each requirement? To answer, select the appropriate options in the answer area.

  

  

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  Box 1: Docked

  Communication panel mode - Select the default mode of the panel when a session is started. Choose one of the following:

  Docked: The panel will be in expanded mode.

  Minimized: The panel will be in minimized mode.

  Hidden: The panel will be hidden.

  Box 2: Entity Search

  Manage application tab templates, Search, The following parameters are available for the entity search page type. searchType - Define to use Relevance search or Categorized search. searchText - Define the string you want to search.

• Question 227:

  A customer has a Customer Service environment.

  The customer is using service scheduling to manage appointments.

  You need to add new facilities for service scheduling.

  Which security role is required to add new facilities?

  A. Customer service scheduler
  B. Sequence manager
  C. Scheduler
  D. Scheduler manager
  C. Scheduler

• Question 228:

  You are helping a company implement Power Virtual Agents with Omnichannel for Customer Service.

  The company has a chatbot that escalates to a manager if a customer wants to escalate from a chatbot.

  You need to configure a prerequisite before you can implement the chatbot.

  Which prerequisite should you configure?

  A. Configure context variables for a chatbot.
  B. Create one chatbot in one queue with a human having a higher capacity over the chatbot.
  C. Create one chatbot in one queue with the chatbot having the highest capacity over human capacity.
  D. Configure a Microsoft Teams support channel for the chatbot.
  E. Configure an SMS channel for a chatbot.
  A. Configure context variables for a chatbot.

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  Explanation

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

• Question 229:

  DRAG DROP

  You are setting up Omnichannel for Customer Service.

  You need to automate the following tasks to make it easier and quicker for representatives to assist customers:

  Establish a one-step process to send a predefined email to customers once a representative is done helping them.

  Ensure that representatives ask predefined questions to identify a customer before troubleshooting a case.

  Have chatbots available to help make recommendations in typed conversations.

  Which tools should you use? To answer, drag the appropriate tools to the correct requirements. Each tool 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:

  

  

  ---

  Box 1: Resources

  Establish a one-step process to send a predefined email to customers once a representative is done helping them.

  Box 2: Security roles

  Ensure that representatives ask predefined questions to identify a customer before troubleshooting a case.

  Assign a security role

  Security roles control a user's access to data through a set of access levels and permissions. The combination of access levels and permissions that are included in a specific security role sets limits on the user's view of data and on the user's interactions with that data.

  Box 3: Working hours

  Have chatbots available to help make recommendations in typed conversations.

  Operating hours define the hours when your organization's customer support team is active and available to serve customers. By setting up operating hours, you help your customers and your organization work together to resolve issues.

  The operating hour schedules cater to the following scenarios:

  Display the non-availability of customer support on public holidays that are otherwise operating hours.

  Accommodate change of calendar timings for daylight saving time twice an year for timezones that have implemented the daylight saving time. *-> Set up separate schedules for agents, bots, and queues to cater to different business scenarios and product lines seamlessly for any channel. Define schedules to transition customer queues from bots to agents. Customize the display and other settings of the chat widget during non-business hours.

• Question 230:

  You are a Dynamics 365 Customer Service representative.

  You need to take the appropriate action when creating new cases to ensure that the automated routing rule is applied.

  What should you use?

  A. Add to queue
  B. Run workflow
  C. Save and route
  D. Share
  A. Add to queue

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  Explanation

  Routing rules define how conversations are routed to different queues. Each routing rule has a condition and a destination queue. If the rule condition is evaluated as True, then the conversation is routed to the destination queue.

  https://docs.microsoft.com/en-us/dynamics365/customer-service/routing-rules