MB-230 Free Practice Questions — Page 12

Question 113

DRAG DROP - Case study - 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 - You are the technology manager for Fourth Coffee. The company sells 20 types of coffees and five types of digital coffee makers. Fourth Coffee uses Dynamics 365 Customer Service with Omnichannel for Customer Service. Current environment. Queues - The company uses queues to service different types of customers. Each type of customer corresponds to one of the following queues: • New customers • Repeat customers • Subscribers to the coffee of the month club The company has a separate queue to manage customers who have coffee maker issues. Current environment. Employees - The company has 50 call representatives across five call centers. Each representative can address five calls simultaneously. Overflow calls are transferred to the back office. • The company uses two levels of representatives to help customers with coffee purchases: entry level and specialists. • Supervisors monitor chats and live phone calls. Requirements. Employees - • Call representatives must be able to answer requests from phone calls, SMS messages, and chat. A ticket must be opened for each request. • Specialists must be assigned to coffee maker calls. • Specific representatives require a Dynamics 365 Customer Service workspace to perform the following activities: o Open an assigned record in a new workspace tab. o Use a predefined email template when representatives send an email. o The system must notify supervisors when customers in a live session express negative feedback about a service or product. Requirements. Configuration - • If a customer starts a chat during non-working business hours, the first representative that signs into the system must answer the chat; the customer must be able to continue the chat at any time. • Chat sessions must start only when the customer selects the chat icon. Chat must only be available for reorders and coffee maker repairs. • Subscribers and new orders must always go to a live representative unless the subscriber chooses the chat icon. Customers must be able to download a separate app to their phone or tablet for ordering coffee. The app must include only the customer’s name, address, phone number, and issue information. Requirements. Support - • The solution must provide the following website features for external customers: o Provide support to submit issues. o Ensure they can log in. • The chatbot must have an option to allow users to escalate a conversation to a live representative. • Live representatives must be able to send a customer back to the chatbot. Requirements. Distribution of calls • Live chat must be available for cases. • Cases that are escalated must be distributed to the next available agent. • All other cases must wait for an agent to pick up the case. • All work must be distributed evenly with no other conditions. • The number of workstreams and routing rules must be minimized. • Spanish-speaking customers must be sent to representatives who speak Spanish fluently. • Tickets must be routed to the most qualified representative for the type of issue reported. • All representatives must be rated on their specialty knowledge and backup specialty. Requirements. Device telemetry - The solution must support the following: • Remotely monitor coffee makers and contact a technician to help customers with coffee maker support contracts. • Provide a place for IoT messages to flow to the device and back to the IoT hub. • Automatically review messages from coffee makers and open a case when the system indicates an error with a coffee maker. • Provide a place for the company technology to securely connect virtually with the coffee maker customer. Requirements. Customers - • Customers must be able to sign into an external portal. • Customers must be able to view their cases and case status information. • Security must be as restrictive as possible. Requirements. Surveys - The survey must include the following with minimum development effort: • A list of questions that rate the service as poor, average, or great • A question that rates whether the customer would recommend the company • A question that asks if the customer would like to escalate a case o If yes, the survey must collect an email address and phone number for the customer. o If no, another set of questions asking about open issue details must display. The solution must meet the following survey distribution requirements: • Each survey must be standardized to include the company logo and colors. • Surveys must be sent out after each ticket closes. • Quarterly surveys must be sent out to those customers who rated the company poorly. • Customer surveys must be available in several languages to support global distribution. You need to set up question types to use for the survey. Which question types should you use? To answer, drag the appropriate question types to the correct requirements. Each question 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.

Question 114

Case study - 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. Overview - The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service level agreements (SLAs) in place. Most clients have agreements that last one year and have 30 cases available. Half the cases may be opened by phone. The other half may be opened by email. The company has an existing on-premises software system. The current system no longer meets the company’s needs. The support desk is open 8:00 am to 8:00 pm Eastern Standard Time. Requirements - Support desk - The company plans to implement Dynamics 365. The solution will include a custom entity that needs to be search enabled. You must configure the system to ensure that you can determine how many support tickets and new orders tickets are received. You must be able to determine which device types have the most tickets opened for issues. Business hours in the system must reflect the hours support staff is scheduled. Case handling - • New cases must automatically route to the correct support group by phone type or new purchase group without requiring custom code. • The system must automatically create a case when email is received by companies that are not in the system. • The system must automatically send a response to an email sender upon case creation for new orders, but not for service records. • Users must be able to initiate routing for manually created cases. • The system must create sub-cases from one customer with different cases and also if the same issue is reported by several customers. Subcases must inherit the following fields: customer name, contact email address and case title. • Main cases must not be closed until all the sub-cases are closed. • Separate groups must be created for each type of service and each phone type. Access to the groups must be restricted to team members that support that service or phone type. • When importing from the old system, old cases do not need to be routed to the correct support group. Knowledge base - • Users must be able to search the knowledge base when opening a new case form or when checking on cases. • Users must be able to use relevant searches and include any customer entities. Dashboards - • Managers must be able to see a real-time list of open cases, open activities, and expiring entitlements all on one page. • Managers must also be able to see all open cases, escalated cases and cases by representatives on one screen. Managers must be able to drill down within each area. • Managers need a dashboard that displays weekly statistics for cases and representatives. • Each representative needs to see their own tickets that are opened for the day, week, and month as well as their closed tickets. Service-level agreements - • Most customers must be contacted within 90 minutes of their case being opened. • Some customers can purchase faster service on call backs. • Emails must be sent to support managers when service-level agreements (SLAs) are missed. • Support representatives must be able to see a timer on each case form to ensure they are adhering to their SLAs. • SLA KPIs must be tracked in the system. • SLA KPIs must appear on the case form. • Cases must be able to be placed on hold if issues arise with related contracts. Issues - Users report they are not able to search the Knowledge Base. You 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.

Question 115

HOTSPOT - Case study - 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. Overview - The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service level agreements (SLAs) in place. Most clients have agreements that last one year and have 30 cases available. Half the cases may be opened by phone. The other half may be opened by email. The company has an existing on-premises software system. The current system no longer meets the company’s needs. The support desk is open 8:00 am to 8:00 pm Eastern Standard Time. Requirements - Support desk - The company plans to implement Dynamics 365. The solution will include a custom entity that needs to be search enabled. You must configure the system to ensure that you can determine how many support tickets and new orders tickets are received. You must be able to determine which device types have the most tickets opened for issues. Business hours in the system must reflect the hours support staff is scheduled. Case handling - • New cases must automatically route to the correct support group by phone type or new purchase group without requiring custom code. • The system must automatically create a case when email is received by companies that are not in the system. • The system must automatically send a response to an email sender upon case creation for new orders, but not for service records. • Users must be able to initiate routing for manually created cases. • The system must create sub-cases from one customer with different cases and also if the same issue is reported by several customers. Subcases must inherit the following fields: customer name, contact email address and case title. • Main cases must not be closed until all the sub-cases are closed. • Separate groups must be created for each type of service and each phone type. Access to the groups must be restricted to team members that support that service or phone type. • When importing from the old system, old cases do not need to be routed to the correct support group. Knowledge base - • Users must be able to search the knowledge base when opening a new case form or when checking on cases. • Users must be able to use relevant searches and include any customer entities. Dashboards - • Managers must be able to see a real-time list of open cases, open activities, and expiring entitlements all on one page. • Managers must also be able to see all open cases, escalated cases and cases by representatives on one screen. Managers must be able to drill down within each area. • Managers need a dashboard that displays weekly statistics for cases and representatives. • Each representative needs to see their own tickets that are opened for the day, week, and month as well as their closed tickets. Service-level agreements - • Most customers must be contacted within 90 minutes of their case being opened. • Some customers can purchase faster service on call backs. • Emails must be sent to support managers when service-level agreements (SLAs) are missed. • Support representatives must be able to see a timer on each case form to ensure they are adhering to their SLAs. • SLA KPIs must be tracked in the system. • SLA KPIs must appear on the case form. • Cases must be able to be placed on hold if issues arise with related contracts. Issues - Users report they are not able to search the Knowledge Base. You need to meet the automatic case creation requirements. What should you do? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

Question 116

Case Study - 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 - Lucerne Publishing is a publishing company in Canada. The company publishes books for higher education. It also invests in multiple cloud-based solutions to support the customer service, publishing, and sales departments. Current Environment - Lucerne Publishing uses the following: • The Customer Service app for the publishing customer service division. • Omnichannel capabilities in the Customer Service app. • Third-party apps for e-commerce so students and parents can order books or courses online. • Customer service agents as the representatives who will resolve customers issues using various channels. • Resident employees who work for Lucerne Publishing and live in the buildings inside the business center. • A technician dispatch team that includes dispatchers who review and schedule work orders and assign the work orders to resources on the schedule board. The company has an internal division that provides repair services such as plumbing and electrical. The division provides services to the buildings inside the company business center, and some of those are used as residences by printing employees. Requirements - Customer Service - Contact Center The company has the following requirements: • Improve agent response time in live chats with customers. • Improve agent productivity by automating tasks. For example, the customer service manager requests that a new case is created automatically when an agent is on a chat with a customer. • Provide instructions for agents to use when processing book returns. The instructions must include the following: o Greet the customer. o Automatically open the case form for the book return, o Close the session with the customer. • Allow agents to use different channels such as short message service (SMS), social, and call when providing service to customers. • Enable a new text SMS channel for the agents. • Improve the agents' capability to search using AI suggestions. • Provide agents with real-time recommendations on similar cases and knowledge-base articles. • Allow agents to know the customer’s point of view on the service. • Provide a solution that will identify an agent's supervisor when a customer has a negative experience. • Improve how the agents' skills and profiles are maintained. • Route calls to agents who can support French-speaking customers. • Configure the French language as a skill for agents who support French-speaking customers. • Provide access to the Omnichannel agent app and productivity tools for supervisors and agents. • Provide the customer service supervisor with the ability to create agent scripts for Omnichannel agents and a workstream for SMS. The customer service supervisor must also be able to edit an existing workstream. • Provide the customer service supervisor with the ability to track sentiment in real time. • Provide agents with AI suggestions on the recent contact that worked on similar cases. Customer Service - Repairs - The company has the following requirements for repair requests: • Dispatchers must be able to track a technician and schedule jobs for technicians based on availability. • A dispatcher named UserA must be able to create a new view to display only unscheduled work orders. The view must be displayed only when the work orders are open-unscheduled, and the substatus is ready to dispatch work orders. • The technician dispatch team must be able to create a Schedule tab in the schedule board. • Dispatchers must be able to track technicians' utilization by using personal color codes. • The field technician's security role must be field service technician. Issues - The company reports the following issues: • Agents spend most of their time doing repetitive tasks during support calls or chats. • There is no guided process for agents to follow the steps when a customer calls for a book return. • Customer service managers are not able to provide real-time recommendations to customers using AI suggestions. • A new channel for SMS is not sending conversations to agents. Agents are required to answer conversations manually. • The company is not able to retain customers who have a negative experience with the customer service agents. • Agents are not able to use the schedule board to schedule repair work orders by using a custom view. • The skills and proficiency model are not defined for the agents. Calls from French-speaking customers are not routed to the appropriate agents. You need to assign the minimum required security roles to a bot for the customer service supervisor. Which security roles should you use?

Question 117

You are a Dynamics 365 for Customer Service administrator. Your company provides standard support contracts for a total of 20 hours of email support. All 20 hours are for email support only. Phone support is offered as a premium service in allotments of 10 incidents. You need to set up an entitlement template for the standard support. What should you configure?

Question 118

You are implementing a help desk system that enables users to submit cases by using telephone or email. You need to ensure that cases are classified correctly. What should you do?

Question 119

You manage a Dynamics 365 Customer Service environment. You implement cases to handle customer issues. A case-routing rule is configured to route all cases to the appropriate queues based on defined criteria. A customer service representative verifies that user-created cases are not automatically routing. Similar cases created by using inbound emails are automatically routing to queues. You need to identify the routing issue for user-created cases. What is the issue?

Question 120

DRAG DROP - Case study - 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. Overview - The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service level agreements (SLAs) in place. Most clients have agreements that last one year and have 30 cases available. Half the cases may be opened by phone. The other half may be opened by email. The company has an existing on-premises software system. The current system no longer meets the company’s needs. The support desk is open 8:00 am to 8:00 pm Eastern Standard Time. Requirements - Support desk - The company plans to implement Dynamics 365. The solution will include a custom entity that needs to be search enabled. You must configure the system to ensure that you can determine how many support tickets and new orders tickets are received. You must be able to determine which device types have the most tickets opened for issues. Business hours in the system must reflect the hours support staff is scheduled. Case handling - • New cases must automatically route to the correct support group by phone type or new purchase group without requiring custom code. • The system must automatically create a case when email is received by companies that are not in the system. • The system must automatically send a response to an email sender upon case creation for new orders, but not for service records. • Users must be able to initiate routing for manually created cases. • The system must create sub-cases from one customer with different cases and also if the same issue is reported by several customers. Subcases must inherit the following fields: customer name, contact email address and case title. • Main cases must not be closed until all the sub-cases are closed. • Separate groups must be created for each type of service and each phone type. Access to the groups must be restricted to team members that support that service or phone type. • When importing from the old system, old cases do not need to be routed to the correct support group. Knowledge base - • Users must be able to search the knowledge base when opening a new case form or when checking on cases. • Users must be able to use relevant searches and include any customer entities. Dashboards - • Managers must be able to see a real-time list of open cases, open activities, and expiring entitlements all on one page. • Managers must also be able to see all open cases, escalated cases and cases by representatives on one screen. Managers must be able to drill down within each area. • Managers need a dashboard that displays weekly statistics for cases and representatives. • Each representative needs to see their own tickets that are opened for the day, week, and month as well as their closed tickets. Service-level agreements - • Most customers must be contacted within 90 minutes of their case being opened. • Some customers can purchase faster service on call backs. • Emails must be sent to support managers when service-level agreements (SLAs) are missed. • Support representatives must be able to see a timer on each case form to ensure they are adhering to their SLAs. • SLA KPIs must be tracked in the system. • SLA KPIs must appear on the case form. • Cases must be able to be placed on hold if issues arise with related contracts. Issues - Users report they are not able to search the Knowledge Base. You need to create the dashboards. Which dashboard types should you use? To answer, drag the appropriate dashboard types to the correct scenario. Each dashboard 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.

Question 121

HOTSPOT - You are a help desk support representative using Dynamics 365 Customer Service Hub case management with limited permissions. You need to create a personal chart that meets the following requirements: • Show the number of open cases assigned to you for each customer. • Ensure that specific team members can view the chart and view any changes as you update the chart. Which options should you use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

Question 122

A company implements Customer Service You enable Customer Service historical analytics. You need to identify which Feature is enabled automatically when Customer Service historical analytics is enabled. Which feature should you identify?