Microsoft MB-230 Online Practice Questions and Exam Preparation

Microsoft MB-230 Online Questions & Answers

• Question 81:

  DRAG DROP

  A company is using Omnichannel for Customer Service.

  You add a live chat button to your company's website for existing customers. Requests for chats are handled by the next available representative. The chat must route the customer to the same representative if the customer is inadvertently disconnected.

  You need to configure the chat.

  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.

  NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.

  Select and Place:

  

  

• Question 82:

  You are a customer service manager. You define an enhanced service-level agreement (SLA).

  You need to accurately record the time spent on cases by customer service representatives.

  What should you do?

  A. Implement workflows on demand for the case entity
  B. Apply automatic routing rules.
  C. Apply parent-child case settings.
  D. Pause the SLA when the case is on hold.
  D. Pause the SLA when the case is on hold.

• Question 83:

  HOTSPOT

  A company is implementing Omnichannel for Customer Service.

  The company plans to release a new product in the following markets: Germany, Spain, and France.

  Before the product launches, one agent from each country/region will receive training on the new product. The agents are included as part of a new team for the product. Each agent is part of a team specific to the country/region that they serve.

  Inquiries about the new product must be routed as follows:

  1. Route inquiries to an agent who knows the new product and is fluent in the language of the caller.

  2. Route inquiries to an agent who knows the new product but speaks only a bit of the language of the caller.

  3. Route inquiries to an agent who speaks all caller languages but does not know the new product.

  You need to configure the system.

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

  NOTE: Each correct selection is worth one point.

  

  

• Question 84:

  You implement Dynamics 365 Customer Service for a company. Support representatives use the Customer Service workspace. Support representatives must begin working on existing cases in their queues when they open the workspace.

  Which screen should the representatives use to perform this task?

  A. Customer service multiple customer sessions
  B. Customer Service Agent Dashboard
  C. Power Bl dashboard
  D. Next available case record
  B. Customer Service Agent Dashboard

• Question 85:

  DRAG DROP

  You are a Dynamics 365 for Customer Service administrator.

  You need to import cases from a file without applying routing rules.

  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.

  Select and Place:

  

  

  ---

  References:

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

• Question 86:

  You are a Dynamics 365 for Customer Service manager.

  You are preparing to configure queues for the purpose of managing support. After assigning teams respectively to a queue, you need to decide on the type of queue you are going to create.

  You decide to create a Private queue.

  Does the action achieve your objective?

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

  ---

  Explanation

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

• Question 87:

  You implement Dynamics 365 Customer Service for a call center.

  The call center supervisor has the following requirements for the Customer Service workspace functionality:

  1. Automate agents' repetitive tasks.

  2. Enable agents to share knowledge articles with customers.

  You need to ensure that the implementation meets the requirements.

  Solution: Create a macro with a session connector.

  Does the solution meet the goal?

  A. Yes
  B. No
  B. No

  ---

  Explanation

  Correct Solution: Create a macro with an Omnichannel connector.

  Automate tasks with macros

  Predefined automation actions

  In Customer Service, macros provide three connectors:

  Productivity automation: Provides actions to perform model-driven app operations.

  Session connector: Provides actions to perform session-related operations.

  Omnichannel connector: Provides actions to perform Omnichannel for Customer Service-related operations.

  Omnichannel connector

  As an administrator, you can use the actions any number of times across different macros to automate and perform operations related to Omnichannel for Customer Service.

  Note

  Macro actions for the Omnichannel connector is available if Customer Service workspace in Omnichannel for Customer Service is installed.

  https://learn.microsoft.com/en-us/dynamics365/app-profile-manager/macros

• Question 88:

  HOTSPOT

  You are the Dynamics 365 administrator for a help desk. You merge CaseB into CaseA. You need to examine each case and determine what occurred.

  What is the result of the merge? To answer, select the appropriate action in the dialog box in the answer area. NOTE: Each correct selection is worth one point.

  

  

• Question 89:

  Your company makes use of Dynamics 365 for Customer Service.

  You mistakenly close a case that had assigned to you prior to your work being completed. You want to open the case to carry on working on it.

  Which of the following actions should you take?

  A. You should create a new case based on the one that was accidentally closed.
  B. You should reactivate the closed case.
  C. You should reallocate the closed case
  D. You should create a new case and merge it with the closed case.
  B. You should reactivate the closed case.

• Question 90:

  DRAG DROP

  A company wants to use Power Virtual Agents chatbots to enable customers to solve their own issues whenever possible. You create knowledge base articles.

  You must ensure that the new articles are available through the chatbot.

  You need to define the steps to integrate knowledge management with the chatbot.

  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: