This page was exported from Valid Premium Exam [ http://premium.validexam.com ] Export date:Mon Feb 24 12:30:47 2025 / +0000 GMT ___________________________________________________ Title: A fully updated 2024 MB-230 Exam Dumps exam guide from training expert ValidExam [Q84-Q104] --------------------------------------------------- A fully updated 2024 MB-230 Exam Dumps exam guide from training expert ValidExam Provides complete coverage of every objective on exam and exam preparation MB-230 Schedule exam Languages: English Retirement date: none This exam measures your ability to accomplish the following technical tasks: manage cases and Knowledge Management; manage queues, entitlements, and service-level agreements; implement scheduling; implement Omnichannel for Customer Service; and manage analytics.   QUESTION 84You are a Dynamics 365 for Customer Service administrator. The organization has multiple business process flows for warranty management.You need to manage business process flows.What should you configure? To answer, select the appropriate configuration in the answer area.NOTE: Each correct selection is worth one point. QUESTION 85You manage Dynamics 365 Customer Service. You have a routing rule set named CustomerResolution that assigns general inquiry cases to a queue named GeneralInquiry.You need to assign technical support cases to a queue named TechSupport.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. ExplanationGraphical user interface, text, application, email Description automatically generatedReference:https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-casesQUESTION 86You are creating a virtual agent to handle common customer inquiries.The virtual agent must provide the ability to route customers to live agents for escalation.You need to recommend a solution.Which components should you use? To answer, select the appropriate options in the answer area.NOTE: Each correct selection is worth one point. ExplanationGraphical user interface, text, application, chat or text message Description automatically generatedReference:https://docs.microsoft.com/en-us/power-virtual-agents/advanced-hand-offQUESTION 87Hotspot QuestionYou use Dynamics 365 for Customer Service administrator. You plan to create Voice of the Customer surveys.You need to determine which survey question feature is needed to complete the design of the survey.Which survey features should you use? To answer, select the appropriate survey type in the dialog box in the answer area.NOTE: Each correct selection is worth one point. Explanation:https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design- advanced-surveyQUESTION 88You need to enable relevance search for the custom entity.Which two actions should you perform? Each correct answer presents part of the solution.NOTE: Each correct selection is worth one point.  Add Quick Find to the case form.  Add custom entities to Configure Relevance Search in Customizations and Entities.  Add Knowledge Base Search control to the forms case.  Enable Relevance Search in System Settings. Reference:https://carldesouza.com/how-to-use-relevance-search-in-dynamics-365/QUESTION 89Your organization uses enhanced service level agreements (SLA’s).You need to create a view that displays the SLA failure and succeeded time for data related to a case.Which entity should you use to select the fields?  SLA  enhanced SLA C  SLA KPI Instance  SLA Item QUESTION 90You are configuring a single business process flow in Dynamics 365 for Customer Service.You need to design the business process flow.What should you do?  Merge peer branches to a single stage when merging branches.  Span the process across 10 unique entities.  Combine multiple conditions in a rule by using both the AND and OR operators.  Use 40 steps per stage. ExplanationReferences:https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/enhance-business-processflows-QUESTION 91You manage a Dynamics 365 for Customer Service environment.The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entitlement.You need to create the entitlement for the customer.What should you do?  Create a new template with the dates and terms. Activate the template.  Delete the old entitlement. Create a new entitlement template.  Add the new end date to the current entitlement and set new terms. Activate the entitlement.  Make a copy of the old entitlement. Activate the copy.  In the old entitlement, zero out the remaining terms and the total terms. Activate the entitlement. The expired entitlement is always in read-only mode and cannot be modified,also, there is no option to activate the expired entitlement. Only option available with expired entitlements is RENEW that will copy the current entitlement as a template into a new entitlement in draft mode, that needs to be modified (if required) and then activated.QUESTION 92You need to set up the analytics functionality.What should you do?  Select the System Management menus and configure them in the settings.  Connect the data through Dynamics 365 Customer Service to Dynamics 365 Customer Service Insights.  Connect the data through Dynamics 365 Customer Service Insights to Dynamics 365 Customer Service.  Install the solution and menu items that will appear in Dynamics 365 Customer Service.  Create a new dashboard in Dynamics 365 Customer Service and select the correct information. Customer Service Insights is now embedded in Dynamics 365 Customer Service. After it is enabled, this experience allows you to start seeing historical analytics directly within the Customer Service environment. Several reports and dashboards can be viewed by your management team.Reference:https://docs.microsoft.com/en-us/dynamics365/customer-service/introduction-customer-service-analyticsQUESTION 93An organization uses Dynamics 365 Customer Service. The customer service queue is not implemented.Customer service representatives (CSRs) are unable to keep up with an influx of email inquiries. Other employees must read and respond to messages that are routed to a customer service queue.You need to create a queue for customer service emails.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. ExplanationTimeline Description automatically generated with medium confidenceCreate a queue in Customer Service appTo create or edit a queueGo to Settings > Service Management.Select Queues. (Step 1)To create a new queue, select New. (Step 2)Fill in the details.Select Save.Step 3: Change the queue type to PublicOther employees must read and respond to messages that are routed to a customer service queue.In Customer Service, you can create two types of queues:Public queues: Create to let everyone in the organization view the queue and all of its items.Private queues: Create with limited set of members to help those members easily view the queue items in that queue. Private queues streamline queue items for the members of that queue only and help to remove clutter from other user’s views.QUESTION 94You enable feedback for a Voice of the Customer survey.What is the total number of questions allowed for the survey?  30  40  100  250 QUESTION 95You send surveys to customers who have opened cases within the past month.You need to send a summary of the survey results to individuals who do not have a Dynamics 365 license.What are two possible ways to achieve the goal? Each correct answer presents a complete solution.NOTE: Each correct selection is worth one point.  Run the summary report. Export the report to Microsoft Excel. Send the Excel file to the users.  Run the survey summary report. Send a link to the report from within Dynamics 365.  Create a dashboard of the survey summary reports and share the dashboards with the users.  Create a view with the data, and then email a link.  Run the survey summary report. Print the report to a PDF file. Send the PDF file to the users. Section: Topic 4, Configure Voice of the CustomerQUESTION 96You manage a Dynamics 365 for Customer Service environment. You create and activate a routing rule.You need to modify the routing rule to a target a queue instead of a user. You navigate to routing rule sets.What should you do first?  Use Lookup to specify the Add to queue value.  Select Edit to the command bar.  Toggle the radio button for Route from user/team to queue.  Deactivate the routing rule. QUESTION 97You need to ensure that customers cannot open more cases than they are allowed.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. 1 – Creat new entitlement in Service Management.2 – Add the start date and end date.3 – Save the entitiement and then add the entitlement channel.4 – Add the entitlement channel as phone with 25 as the total term.Reference:https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.To start the case studyTo display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.BackgroundLamna Healthcare Company provides health care services to communities across the region. The company provides telehealth services only and does not offer in-person appointments. The company has staff that speak English and Spanish.The company is open from 8 AM to midnight Monday through Friday to provide services. Patients can make appointments by calling or using the internet. All appointments are conducted by phone or by using a computer.QUESTION 98You manage Dynamics 365 for Customer Service.You need to create a list of holidays and ensure that existing service-level agreements (SLAs) observe those holidays.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. ExplanationReferences:https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/create-customerservice-sQUESTION 99You need to configure the system to notify managers about unhappy patients.What should you do?  Configure Omnichannel Insights.  Set a routing rule for escalations.  Change the value of the Monitor real-time customer sentiment option to Yes. Reference:https://docs.microsoft.com/en-us/dynamics365/customer-service/oc-monitor-real-time-customer-sentimentsessioTopic 2, Humongous InsuranceCase StudyThis is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.To start the case studyTo display the first question in this case study, click the button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the button to return to the question.BackgroundHumongous Insurance is contracted to process all insurance claims for a health facility that accepts the following types of health insurance:* Health maintenance organization (HMO)* Preferred-provider organization (PPO)* GoldCases are classified as new claims, claim disputes, and follow-ups. Each insured person is entitled to open 25 new cases each calendar year.Support representatives specialize by and process claims by insurance type.Humongous Insurance currently accepts claims only by telephone. The call center is open from 06:00 GMT to24:00 GMT daily. Call center staff work one of the following shifts: 06:00 GMT to 12:00 GMT, 12:00 GMT to 18:00 GMT, and 18:00 GMT to 24:00 GMT.When a case is received by email, a staff member categorizes the case as email and closes the case immediately.Current environment* Humongous Insurance has three departments to handle claim types: HMO, PPO, and Gold.* The company uses handwritten forms to send claims information to the correct department.* Each department maintains a workbook to record calls received.Requirements. Support desk* Configure the system to track the number of insurance claims filed each year.* Categorize claims by type as they are opened.* Configure the system to track staff responsiveness to service-level agreements (SLAs).* Ensure that business hours reflect the hours that support staff are scheduled.Requirements. Case handling* All new cases must be automatically placed into a queue based on insurance type after the type is selected.* All insurance types need to be automatically moved to the proper queue when the subject is picked.* All cases must be created and closed immediately when received.* The status reason must be set to Email Sent or Phone Call.* Information must be restricted by insurance and phone call type.* Managers must be alerted when customers reach their limit of 25 cases for the year.* Changes to cases must not be counted against entitlements until the case is closed.Requirements. Disputes* Claim disputes must be categorized as low priority.* The status for all disputed cases must be set to Review by a Manager before a disputed case may be closed.Requirements. Knowledge base* A knowledge base must be used as a repository for all answers.* Representatives must be able to search the knowledge base when opening a new case for similar claims.* Representatives must be able to search across all entities at all times.* Searches must check any field in the entity for matches in a single search.* Searches must return results in a single list and sort the list so that the most relevant results appear at the top of the list.* Representatives must be able to link the knowledge base to cases when applicable.* Representatives must create a new knowledge base article if an answer is not found in the existing knowledge base.* Representatives must be able to use SQL-like syntax to search the knowledge base.Requirements. Service-level agreementsWhen a customer calls to open a claim, the company must respond to the caller within the following time frames:Requirements. Alerts* Cases must be flagged when they are past the SLA threshold.* An email alert must be sent to the manager to indicate an SLA noncompliance.* An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.* Send an email alert to support managers when disputes are ready to be closed.* Send an email alert to customers when cases are closed.Requirements. Issues* The current process is all manual and not efficient.* There is no easy way to determine whether the company is meeting its SLAs.* Representatives are often inconsistent regarding how they handle customers and answer customer questions.* There is no accountability for any of the representatives who take calls.QUESTION 100You are creating a survey using Voice of the Customer.You need to embed the survey into a website and make it available to your customer.What should you do?  Create the website. Add the URL to the Dynamics 365 site in your website.  Create your Dynamics 365 portal. Display the Voice of the Customer page from within the main website page.  Create a webpage on the website. Add the URL to link the Voice of the Customer questions from Dynamics 365.  Create an iFrame URL. Copy the HTML code to an iFrame in your website.  Add the iFrame URL to your website. ExplanationReferences:https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/distribute-surveyQUESTION 101A client plans to implement a case resolution process.Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area.NOTE: Each correct selection is worth one point. QUESTION 102You 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. ExplanationBox 1: Omnichannel supervisorCase 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 agentCase 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 userCustomer 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.Reference:https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-agent-overviewhttps://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave1/dynamics365-customer-service/omnichahttps://docs.microsoft.com/en-us/dynamics365-release-plan/2021wave1/service/dynamics365-customer-service/aQUESTION 103You work for a healthcare company that does not use Azure Active Directory You need to escalate conversations to a live agent without using custom code when a customer discusses personal health information.Which technologies should you use? To answer, select the appropriate options in the answer area.NOTE: Each correct selection is worth one point. ExplanationQUESTION 104A company implements Dynamics 365 Customer Service.You are setting up scheduling to dispatch repair technicians. You encounter the following issues:* You are unable to create a new organizational unit.* Repair technicians are accidentally scheduled to work on days when company is on holiday.* RepairTechnicianA does not appear on the schedule for Fridays for any issue.You need to resolve the issues.What should you modify to correct the issues? To answer, drag the appropriate resolutions to the correct issues. Each source 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. 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