[Dec 07, 2021] MB-230 Exam Dumps - 100% Marks In MB-230 Exam!
Exam Dumps Use Real Microsoft Dynamics 365 Dumps With 160 Questions!
Topics of MB-230: Microsoft Dynamics 365 Customer Service Exam
Candidates must know the exam topics before they start of preparation. because it will really help them in hitting the core. Our Microsoft MB-230 dumps will include the following topics:
1. Perform configuration (25-30%)
Configure Service Management settings
- Describe process of record creation and update rules
- Configure customer service security roles
- Configure goal management components
- Configure customer service schedule
- Configure cases
- Configure services
- Configure queues
- Configure user work hours
- Configure holiday schedule
- Configure categories and subjects
- Create routing rules
Configure processes
- Configure custom business process flows
- Implement business process flows from Microsoft AppSource
Create and configure customer service visualizations
- Configure customer service content pack for Power BI
- Configure customer service dashboards
- Design and create customer service charts
- Execute and analyze customer service reports
2. Manage cases and the knowledge base (30-35%)
Create and manage cases
- Perform case resolution
- Manage case list
- Implement case routing rules
- Implement parent/child cases
- Create and search for case records
- Merge cases
- Configure status reason transitions
- Convert activities to cases
Create and manage the knowledge base
- Use the knowledge base to resolve cases
- Configure entities for knowledge management
- Search for articles
- Link an article with a case
- Create and manage knowledge base article lifecycle
- Create and manage knowledge base articles
3. Manage queues, entitlements, and SLAs (25-30%)
Create and manage queues
- Configure record creation and update rules
- Configure queue email settings
- Differentiate queue types
- Implement case routing
- Configure entities for queues
- Add cases and activities to queues
Create and manage entitlements
- Assign an entitlement to a case
- Define and create entitlements
- Manage entitlement templates
- Renew or cancel an entitlement
- Activate and deactivate entitlements
Create and manage SLAs
- Determine SLA conditions
- Create and manage SLA items
- Define and create SLAs
- Use SLAs on-demand
- Implement actions and details
- Manage cases with SLAs
4. Configure voice of the customer (15-20%)
Create surveys
- Identify survey question types
- Create a theme and upload images
- Identify respondent types
- Configure survey unsubscription options
- Configure response routing
- Add survey questions
- Configure survey scoring
- Add pages to a survey and personalize data
Preview, test, and publish surveys
- Embed a survey in a web page
- Distribute survey link using email
- Clone, import, and translate surveys
Manage survey responses
- Summarize survey results
- Create business actions based upon survey responses
- Determine report types
- Implement workflow conditional logic for survey actions
Omnichannel For Customer Service Implementation: 30-45%
- Omnichannel for Customer Service Deployment: This subtopic will evaluate the skills of the applicants in managing queues and defining user settings. It will also measure competence in configuring skill-based routing, configuring application settings, and provisioning Omnichannel for Customer Service.
- Power Virtual Agents Implementation: The individuals should learn how to explain the concepts and components of Virtual Agents. They also need the skills in integrating Power Virtual Agents and Dynamics 365 Customer Service. Additionally, they should be able to escalate a conversation to a live agent.
- Work Distribution: The candidates need to possess competence in configuring workstreams, routing values, and entity routing. Additionally, they should be able to demonstrate their expertise in implementing context variables and explaining the variations between channel routing and entity routing.
- Supervisor Experience Configuration: The learners need to demonstrate their skills in enabling sentiment analysis, customizing KPI or intra-day insight, as well as configuring intra-day insights and Omnichannel Insights dashboard.
- Channels Management: This subdomain equips the examinees with the skills needed to configure channels, pre-chat surveys, Secure Message Service, and proactive chat. It also requires their experience in explaining the use cases for Channel Integration Frameworks and enabling chat widgets on the websites.
- Agent Experience Configuration: This topic measures your skills in creating macros, defining agent scripts, configuring notifications, Quick Responses, as well as sessions & applications.
NEW QUESTION 54
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.
Your company provides clients with Dynamics 365 for Customer Service Voice of the Customer employee satisfaction surveys. The company has a standardized set of survey questions named Satisfaction Survey.
You need to customize the survey for each client.
Solution: Clone the satisfaction survey and customize the questions.
Does the solution meet the goal?
- A. No
- B. Yes
Answer: B
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design- basic-survey#clone-or-import-an-existing-survey
NEW QUESTION 55
Customer service representatives are not able to manually add service-level agreements (SLAs) to a record.
You need to enable on-demand SLAs.
What should you do?
- A. Activate the SLA
- B. Publish the on-demand SLA
- C. Configure the scope of the workflow
- D. Request an administrator to add the SLA field to the entity form
Answer: D
Explanation:
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service- level-agreements
NEW QUESTION 56
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 configuring a business process flow for a case entity.
All cases must be flagged for review.
You need to complete configuration of the business process flow.
Solution: Create an action that generates a task record that is assigned to the case reviewer and appends the text Ready for review to the case topic.
Does the solution meet the goal?
- A. No
- B. Yes
Answer: B
Explanation:
References:
https://docs.microsoft.com/en-us/business-applications-release-notes/april18/microsoft-flow/add-actionbusiness- process-flow
NEW QUESTION 57
You are a Dynamics 365 for Customer Service administrator. You are using Voice of the Customer and are reviewing survey A survey responder marked 10 percent for overall satisfaction.
You need to ask additional questions based on the response.
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.
Answer:
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey
NEW QUESTION 58
You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review.
You approve some articles and revert some articles to draft status.
For each action, what should you do next? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 59
Hotspot Question
You are a Dynamics 365 for Customer Service administrator.
Your company is trying to determine whether it needs to use standard or enhanced service-level agreements (SLAs).
You need to configure SLAs based on the requirements.
Which type of SLAs should you use? To answer, select the appropriate option in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 60
You are a help desk representative for an organization using Dynamics 365 Customer Service.
Users need to search within the system for similar cases. None of the out-of-the-box settings have been changed.
You need to determine which search features are available for use by default.
Which two search features are available? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
- A. Advanced Find
- B. Relevance Search
- C. Full-text Quick Find
- D. Quick Find
Answer: A,D
Explanation:
Reference:
https://docs.microsoft.com/en-us/power-platform/admin/configure-relevance-search-organization
https://docs.microsoft.com/en-us/powerapps/user/search
NEW QUESTION 61
You are a customer service representative using Dynamics 365 Customer Service Hub.
You need to link the knowledge base records that relate to cases and send articles to customers.
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 them correct order.
Answer:
Explanation:
1 - Open an existing case record
2 - Type the search terms relating to the case issue in the KB Records tab
3 - Locate the knowledge-base article. Select Link, and then select Email
NEW QUESTION 62
Hotspot Question
A company is evaluating Dynamics 365 Customer Service Insights.
The company decides to use the sample data environment to expedite the evaluation process.
You need to recommend a dashboard.
Which dashboard should you recommend? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/dashboard-kpi- summary
https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/dashboard-case- resolutions
NEW QUESTION 63
What are the states a knowledge base article can be in?
- A. Approved, Cancelled. Draft Expired. On Hold, or Scheduled
- B. Active or Inactive
- C. Approved, Archived, Discarded, Draft. Expired, or Scheduled
- D. Active. Approved, Draft, Inactive, or Scheduled
Answer: C
Explanation:
NEW QUESTION 64
A company uses Dynamics 365 Customer Service.
The schedule shows working intervals of 45 minutes. The intervals cause customer service representatives to have too much free time during working hours. The company wants to change the intervals to every 30 minutes.
You need to configure the intervals.
What should you configure?
- A. Schedule with travel time and distance
- B. Resource crew scheduling
- C. Fulfillment preferences
- D. Requirement groups
- E. Schedule within time constraints
Answer: C
Explanation:
https://docs.microsoft.com/en-us/dynamics365/field-service/set-up-time-groups
NEW QUESTION 65
You are a Dynamics 365 for Customer Service administrator. You enable full-text, relevance, and category search.
You need to use the knowledge base search control to locate knowledge base articles that contain each of the following words anywhere in an article, regardless of which product an article refers to:
Elevator
Motor
Sizing
How should you configure the search? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/basics/relevance-search-results
NEW QUESTION 66
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer.
You must display the question: Have you used the product before? If the response is Yes, you must display additional questions concerning the product. If the answer is No, you must display a different set of questions concerning other products.
You need to select a survey feature to use.
Which survey feature should you use?
- A. Response routing
- B. Basic
- C. Answer tag
- D. List of ratings
- E. Piping
Answer: A
Explanation:
Section: Topic 4, Configure Voice of the Customer
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advanced- survey#design-interactive-surveys-by-using-response-routing
NEW QUESTION 67
A customer uses Dynamics 365 for Customer Service.
Customer service representatives must be able to create knowledge base articles.
You need to ensure that all knowledge base articles are submitted for review and approval before they are made available to use.
Which four actions must beperformed in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hubuse
NEW QUESTION 68
A company uses Dynamics 365 Customer Service.
You need to implement queues to meet company requirements.
Which types of queues should you use? To answer, drag the appropriate queue types to the correct requirements. Each queue type 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.
Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases
NEW QUESTION 69
A customer service organization plans to implement knowledge management for a custom entity named Root Cause Analysis.
Users must be able to search, link, and rate knowledge articles. Users must be provided with suggested knowledge articles.
You need to configure Dynamics 365 for Customer Service.
Which three actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
- A. In Solution Explorer, select the Root Cause Analysis entity and then select Knowledge management.
- B. Navigate to the Knowledge Base Management Settings wizard.
Then, navigate to Record types and select Root Cause Analysis. - C. Add a lookup to the article entity.
- D. In Solution Explorer, expand the Root Cause Analysis entity and select Forms.
Edit the main form and configure a subgrid for knowledge articles. - E. In Solution Explorer, expand the Root Cause Analysis entity and select Forms.
Edit the main form and configure a knowledge base search control.
Answer: A,B,E
NEW QUESTION 70
You are a system administrator for Dynamics 365 for Customer Service.
All child cases must inherit the product, customer name, case title, and case type from the parent case. Parent cases must not be closed until all child cases are closed.
You need to configure cases.
What should you do?
- A. On the case entity, update the Parent case-Child case 1:N relationship field mapping to include the fields.
Create a business rule on the case entity to prevent the parent from closing if it has one or more open child cases. - B. Validate that customer and case title fields have not been removed as fields that child cases inherit from the parent cases. Add product and case-type fields to the list. The closure preference setting does not need to be changed. This is default behavior.
- C. Validate that customer and case title fields have not been removed as fields that child cases inherit from parent cases. Add product and case-type fields to the list. Set the closure preference setting to Don't allow parent case closure until all child cases are closed.
- D. Create a business rule.
Answer: C
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases
NEW QUESTION 71
Which of the following capabilities is only available when using enhanced SLAs?
- A. track Key Performance Indicators (KPIs)
- B. use security roles to control SLA creation
- C. define failure actions
- D. pause an SLA
Answer: A
NEW QUESTION 72
Your organization plans to use Microsoft Power BI to access and analyze data in Dynamics 365 for Customer Service.
You need to configure a Power BI connection to a Dynamics 365 organization named Contoso.
Which service URL should you use?
- A. https://disco.crm.dynamics.com/xrmservices/2011/discovery.svc
- B. https://contoso.crm.dynamics.com
- C. https://disco.crm.dynamics.com/api/discovery/v9.1
- D. https://contoso.api.crm.dynamics.com/xrmservices/2011/organization.svc
Answer: B
Explanation:
Section: Topic 1, Perform Configuration
NEW QUESTION 73
......
Pass Your MB-230 Exam Easily With 100% Exam Passing Guarantee: https://www.actualtestsit.com/Microsoft/MB-230-exam-prep-dumps.html
MB-230 Dumps are Available for Instant Access: https://drive.google.com/open?id=1oYIfhngG1zcMLrLTVJFIR4SfPOiFWbZW