Get New 2021 Microsoft MB-230 Exam Dumps Bundle On flat Updated Dumps! [Q41-Q64]

Get New 2021 Microsoft exam MB-230 Dumps Bundle On flat Updated Dumps!

Full MB-230 Practice Test and 160 unique questions with explanations waiting just for you, get it now!

NEW QUESTION 41
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:

Reference:
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 42
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: For a new action named Ready for review, disable the As a business process flow action step option.
Does the solution meet the goal?

A. No
B. Yes

Answer: A

NEW QUESTION 43
You are a Dynamics 365 Customer Service administrator.
You are configuring a case dashboard.
You need to filter the dashboard to show only escalated cases and cases that are marked as Request.
Which filter should you use?

A. Timeframe
B. Priority
C. Visual
D. Global

Answer: D

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-dashboard

NEW QUESTION 44
You are a Dynamics 365 for Customer Service system administrator.
You need to create service-level agreements (SLAs) to meet company requirements.
What SLA types should you use? To answer, drag the appropriate SLA types to the correct requirements. Each SLA type may be usedonce, 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:

Explanation

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-levelagree

NEW QUESTION 45
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer (VoC).
You need to ensure that VoC survey responses trigger an escalation in support.
Which workflow should you use?

A. VoC - Process NPS Response
B. VoC - Process Face Response
C. VoC - Process Survey Response
D. VoC - Close Survey Activity

Answer: C

Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/plan-survey

NEW QUESTION 46
You are a customer service manager using Dynamics 365 for Customer Service.
You need to restrict support to the products that a customer has purchased.
What should you do?

A. Add the products to the case
B. Add the products to the customer's entitlement
C. Add the products to the customer
D. Add the product to the account

Answer: B

NEW QUESTION 47
You need to configure the correct settings.
Which settings should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation
Graphical user interface, text, application, email Description automatically generated

NEW QUESTION 48
Your company has a Dynamics CRM organization.
The company plans to use the product catalog.
You need to identify which component must be configured before you can implement the product catalog.

A. product families
B. unit groups
C. product
D. price lists

Answer: B

Explanation:

NEW QUESTION 49
You need to search for answers to customer claims.
Which type of search should you perform?

A. Case Relationships
B. Timeline
C. Detail
D. Related
E. Quick Find

Answer: D

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/search-knowledge-articles-csh#knowledgebase-search-control

NEW QUESTION 50
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: Set the input parameter type as Option set for the action.
Does the solution meet the goal?

A. No
B. Yes

Answer: A

NEW QUESTION 51
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 a Microsoft Teams support channel for the 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 context variables for a chatbot.
E. Configure an SMS channel for a chatbot.

Answer: D

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

NEW QUESTION 52
Case Study 2 - Lamna Healthcare
Background
Lamna 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.
Current environment. Services
Lamna provides two types of appointments: wellness and sick. A doctor and a nurse are scheduled for each sick appointment. A doctor or a nurse are scheduled for wellness appointments.
Current environment. Employees
General
Employees are located in the Pacific and Eastern time zones.
Case representatives
Case 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.
All case representatives work eight-hour shifts. Case representatives typically focus on cases that involve one type of illness. The case representatives may back up others when call volumes are large.
Several case representatives speak both Spanish and English. The only company holidays the case representatives have off are New Year's Eve day and New Year's Day.
Customer satisfaction and escalation
Customer satisfaction representatives monitor all activity and ensure that there is a uniform process for all calls. Case managers schedule shifts and are a point of escalation.
Requirements. System and resources
* Each employee must use the system.
* Case managers must be users in the system but must not be available for the scheduling rotation or manually assigned.
* Patients must be offered at least three alternative times to schedule an appointment.
Requirements. Cases
* The system must support live chats, texting, and Twitter.
* Case representatives must be able to chat, text, and tweet without exiting the system they use to track calls.
* Case representatives must be able to chat live only with customers whose calls are routed or assigned to them.
* Managers must be able to monitor all communication as well as add or delete quick replies.
* Customer satisfaction representatives must be able to read agent scripts and workflows.
* A live chat must pop up each time someone fills out the form to register for an appointment. The live chat must automatically be sent to the case representative who is best qualified to answer the question.
* There are two type of queues: regular and escalated.
* Tickets must be routed to the most qualified representative for the illness.
* Tickets assigned to a representative must be automatically placed in that representative's queue.
Requirements. Chat escalation process
* Each division must have one manager for escalations.
* Patients who request an escalation from the website must automatically be routed to a chatbot.
The patient will answer predefined questions and will be alerted that someone will call them back. Chat transcripts must be sent to the appropriate manager.
* Only escalations must go to the chat bot.
* You must create two types of Omnichannel queues: regular and escalated.
* Only managers must be able to access the Omnichannel Insights dashboard.
Requirements. Managers
* Managers must be able to review weekly productivity reports for representatives by using Omnichannel Insights dashboards.
* Managers must be able to monitor patient moods during patients' conversations with representatives.
* Managers must be able to determine whether a patient is feeling negative during a live chat with a representative.
Requirements. Appointments
* Representatives must be able to schedule appointments and see everyone's free/busy time during their scheduled working hours.
* Appointments must be scheduled by representatives in open time slots for nurses and doctors.
* Nurses and doctors must be booked for 30-minute time slots.
* Patients must be offered at least three alternative times to schedule an appointment.
Requirements. Analytics
* You must implement Customer Insights to keep track of how well representatives are managing customers' requests.
* Analytics must be viewable only in the production environment.
* You must ensure that only escalation managers can create workspaces and control access to workspaces
* Case representatives must be rated on knowledge of their primary specialty and their backup specialty.
* Case representatives must only be able to view workspaces.
* Managers must be able to review dashboards in the Chat channel to ensure that case representatives are meeting their objectives.
Hotspot Question
You need to select the feature for each parameter.
Which feature should you use for each parameter? 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/customer-service/create-operating-hours

NEW QUESTION 53
You 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?

A. Add the new end date to the current entitlement and set new terms. Activate the entitlement.
B. Create a new template with the dates and terms. Activate the template.
C. In the old entitlement, zero out the remaining terms and the total terms. Activate the entitlement.
D. Delete the old entitlement. Create a new entitlement template.
E. Make a copy of the old entitlement. Activate the copy.

Answer: A

Explanation:
Section: Topic 3, Manage queues, entitlements, and SLAs
Explanation

NEW QUESTION 54
Which two statements regarding case routing are true? Each correct answer presents a complete solution.

A. You can route or assign a case to a user, queue, or team.
B. A maximum of three routing rule sets can be active at the same time.
C. You can add a maximum of five routing rule items to a routing rule set
D. A workflow is automatically created for each routing rule.

Answer: A,D

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

NEW QUESTION 55
You are a Dynamics 365 for Customer Service administrator.
You need to categorize activities and cases by using queues.
How should you categorize each record? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION 56
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer (VoC).
You need to ensure that VoC survey responses trigger an escalation in support.
Which workflow should you use?

A. VoC - Process NPS Response
B. VoC - Process Face Response
C. VoC - Process Survey Response
D. VoC - Close Survey Activity

Answer: C

Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/plan-survey

NEW QUESTION 57
You 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?

A. Span the process across 10 unique entities.
B. Use 40 steps per stage.
C. Combine multiple conditions in a rule by using both the AND and OR operators.
D. Merge peer branches to a single stage when merging branches.

Answer: D

Explanation:
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/enhance-business- process-flows-branching

NEW QUESTION 58
You need to implement Microsoft Power BI to analyze and visualize data.
Which two actions can you perform? Each correct answer presents a complete solution.

A. Use a file that is stored in Microsoft OneDrive as a data source.
B. Display the most recent version of the data always.
C. Use iframes to display content
D. Implement custom visualizations.

Answer: B,C

NEW QUESTION 59
Hotspot Question
You are implementing Omnichannel for Customer Service for a hospital.
Each customer service agent has a chat capacity of 200.
The implementation requirements are as follows:
Each agent can take no more than two chats at a time.
A new conversation must auto assign to an available agent.
You need to select the conversation options to meet the requirements.
Which options should you configure?

Answer:

Explanation:

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/unified-routing-work-distribution

NEW QUESTION 60
You 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.

Answer:

Explanation:

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 study
To 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.
Background
Lamna 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.

NEW QUESTION 61
Drag and Drop Question
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.

Answer:

Explanation:

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

NEW QUESTION 62
You are a Dynamics 365 for Customer Service administrator. Your company provides support between 9 a.m.
and 5 p.m.
You must add a warning to account records when service representatives do not contact an account within eight business hours ofthe account being verified.
You need to enable service-level agreements (SLAs) for accounts.
In which order should you perform the actions? To answer, move all actions from the list to the answer area and arrange them in the correct order.

Answer:

Explanation:

NEW QUESTION 63
A 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.