Microsoft MB-230 Online Practice Questions and Exam Preparation

Microsoft MB-230 Online Questions & Answers

• Question 291:

  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 Macio.

  Solution: Configure the macro by using a productivity automation connector.

  Does the solution meet the goal?

  A. Yes
  B. No
  B. No

• Question 292:

  HOTSPOT

  You need to configure the queues.

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

  NOTE: Each correct selection is worth one point.

  

  

  ---

  Box 1: Record Creation and Update rule

  Reduce the need for manually creating cases from incoming emails and increase the efficiency of customer service agents by creating automatic case creation rules in Dynamics 365 Customer Service.

  Box 2: Routing Rule

  Unified routing is an intelligent, scalable, and enterprise-grade routing and assignment capability that can direct the incoming work item to the best-suited queue and agent by adhering to work item requirements and matching them with the agent's capabilities.

• Question 293:

  You are implementing Omnichannel for Customer Service.

  The customer service supervisor wants to change one of the intraday KPI calculation methods.

  You need to modify the supervisor dashboard with the new KPI.

  Which tool should you use?

  A. Power BI Pro
  B. Report Wizard
  C. Power Platform Maker portal
  D. Supervisor settings
  A. Power BI Pro

  ---

  Explanation

  To cater to your organizational needs, intraday insights allows you to customize KPIs. This allows supervisors to adapt to your organizational parameters that are specifically designed for your organization. Through the Power BI desktop application, you can customize these KPIs.

  Add custom KPIs

  You can add the custom KPIs that are specific to your organization to intraday insights. This allows intraday insights to be more specific and helps supervisors adhere your organizational requirements. To add custom KPIs, follow these steps:

  1. Review the prerequisites.

  2. Open the Power BI desktop application and sign in with your administrator credentials.

  3. From the Home menu, select Get Data > Power BI datasets.

  The dataset selection dialog box opens.

  4. Select IntradayMonitoring from the workspace that you have created through configuration (Configure Power BI workspace in Omnichannel Administration app), and then select Load.

  The fields related to intraday insights are loaded.

  5. From the field category list, select a category to create a measure and then select More options (...) > New measure

  6. Etc.

  Note: Power BI Pro is an individual user license that allows access to all content and capabilities in the Power BI service. You can even share content and collaborate with other Pro users. Only Pro users can publish content to other workspaces, share dashboards, and subscribe to dashboards and reports.

  https://learn.microsoft.com/en-us/dynamics365/customer-service/customize-kpis-intraday-insights

• Question 294:

  DRAG DROP

  A company has a Dynamics 365 Customer Service implementation that uses the voice channel feature. Supervisors need to review reports to see how the representatives are performing on the following metrics:

  1. Percentage of calls that are answered within 30 seconds in the previous four hours.

  2. Number of calls that are rejected by each representative in the previous four hours.

  You need to change the configuration of reports to ensure that they default to the requirements.

  Which reports should you configure? To answer, drag the appropriate reports to the correct metrics. Each report 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:

  

  

• Question 295:

  A company is implementing a customized app that will automatically route cases.

  You need to determine the correct URL to connect to the app location in the cloud.

  Which URL format should you use?

  A. https://"<"org">.dynamics.com/apps
  B. https://"<"org">.crm.dynamics.com/
  C. https://<orgname>.<CRMRegion>.dynamics.com/Apps/uniquename/<AppUniqueName>
  D. https://"<"org">/apps
  A. https://"<"org">.dynamics.com/apps

  ---

  Explanation

  https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-cases

• Question 296:

  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 the Piping feature in the design.

  Does the action achieve your objective?

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

  ---

  Explanation

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

• Question 297:

  HOTSPOT

  A credit card company uses Dynamics 365 Customer Service. Agents receive conversations through Omnichannel for Customer Service.

  A browser-based internal application Drawees, a history of a customer's payments and credit scores, Vou create an application tab template for the internal application.

  if a customer requests a credit limit increase, the agent must use the internal application within Omnichannel for Customer Service to determine eligibility.

  Because the internal application requires; maximum) screen space, communications with customers must remain hidden. The internal application must be displayed on the anchor tab.

  Once an eligibility check is performed the agent must be able To- chat with the customer again.

  You need to create a session template for the company.

  How should you configure each area at the template? To answer., select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

  

  

• Question 298:

  You are employed as an administrator for your company's Dynamics 365 for Customer Service implementation.

  Your company has several business process flows for managing contracts.

  You want to specify the default process flow.

  You configure the stages of the business process flows.

  Does the action achieve your objective?

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

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  Explanation

  https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/customize/business-process-flows-overview

• Question 299:

  DRAG DROP

  A company has a Customer Service environment

  The company plans to implement Customer Service Analytics dashboards.

  You need to configure the dashboards in Power Bl.

  Which order should you perform the actions in? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.

  Select and Place:

  

  

• Question 300:

  A midsize service company provides clients with various service needs.

  The company plans to implement URS to schedule its service technicians.

  The company requires a solution that includes custom tables.

  You need to recommend an implementation process for URS that enables a table for scheduling.

  What should you recommend?

  A. Use the Resource Scheduling application to configure table settings.
  B. Configure the environment settings in the Microsoft Power Platform admin center.
  C. Update the solution import settings when importing the solution into the production environment
  D. Update the Scheduling Services in the Customer Service Hub application.
  B. Configure the environment settings in the Microsoft Power Platform admin center.