MB-230 Free Practice Questions — Page 2

Question 9

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. A company has a Customer Service deployment. The company plans to implement the following: • AI suggestions for contacts in Teams. • Training information about the capabilities of suggestions. You need to identify the scenarios where the relevant contacts will be provided to users. Solution: The average time that suggested contacts use to resolve similar cases. Does the solution meet the goal?

Question 10

DRAG DROP - An agent resolves a case for a customer by using Dynamics 365 Customer Service. The customer must receive a corporate feedback survey to describe how the experience was. All agents will have access to the survey. You need to send the survey. 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.

Question 11

A company uses Dynamics 365 Customer Service. Telemetry on agent case resolution time reveals that agents spend 20 minutes on average resolving cases. Analysis determines that resolution duration is increased because agents are often required to view and modify data on the related account. The company requires a solution that allows agents to enter data in a single screen and edit multiple records without navigating to each record. You need to create the solution. Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

Question 12

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 add the French language as a new skill. Where should you add the language?

Question 13

HOTSPOT - A company uses Omnichannel for Customer Service. The company experiences increased incoming live chats from the company website regarding several product recalls. To handle these calls, the company designates agents who have specialized training to manage the conversations. The conversations must meet the following requirements: • Calls must be routed to the designated agents. • Agents must follow legally approved standardized answers to customer questions. • Agents must be able to reference several knowledge base articles associated with the recalls quickly. • Greeting and sign off messages must be standardized. You need to configure the system. Which components should you configure? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

Question 14

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. Background - Lamna Healthcare Company has a call center for the city. They receive roughly 5,000 calls a day on health issues. They have the following three departments that take calls daily: • Chronic illnesses • Flu-type illnesses • Geriatric illnesses There is a fourth area that monitors for miscellaneous issues. They are implementing Dynamics 365 Customer Service. Requirements. Queues - • A queue has to be set up for each department. • Emails must automatically be routed to the appropriate queue. • Miscellaneous queues must be visible to everyone. • The other queues must be visible only to the appropriate department. • If a case is open more than 30 days, the case must automatically be routed to the supervisor. • There must be a button on the queue list screen to route a case to a supervisor if requested. Requirements. Visualizations - • Support representatives must have a real-time view of cases assigned to them, including the status of each case. • Support representatives must be able to see a graphic view of cases by customer that are assigned to them. Requirements. Knowledge Base - • Support representatives must use the knowledge base first to try to solve issues. • Support representatives must be able to reference the knowledge base when it is used to resolve the case. • The knowledge base article that is used to resolve a case must always be sent to the customer. • If the answer is not in the knowledge base, a support representative needs to create a knowledge base article. Requirements. Cases - • The cases must follow a process that includes identify, research, and resolve. • A confirmation section must be added before the resolve section. • Customers must have contracts that allow them to call Lamna Healthcare 10 times a year for help. • In addition to the 10 free calls, customers must be able to send 15 emails a year for support. • Cases that come in as phone calls must be resolved with seven business days. • Cases that come in as emails must be resolved within three business days. Requirements. Surveys - • Lamna Healthcare sends out about 100,000 surveys a month. • Lamna must use Microsoft Forms Pro for their surveys. • All surveys must have the company logo. • The logo’s company colors must not be changed. Any modifications to the graphic or colors is a breach of company policies. • A survey must automatically be sent once a case is resolved. • A manual survey must be sent if a case is escalated. • A survey must not be sent without confirming that it is accurate. • Supervisors must test a survey before it is finalized. You need to configure entitlements for contracts. What should you use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

Question 15

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 - Lamna Healthcare Company has a call center for the city. They receive roughly 5,000 calls a day on health issues. They have the following three departments that take calls daily: • Chronic illnesses • Flu-type illnesses • Geriatric illnesses There is a fourth area that monitors for miscellaneous issues. They are implementing Dynamics 365 Customer Service. Requirements. Queues - • A queue has to be set up for each department. • Emails must automatically be routed to the appropriate queue. • Miscellaneous queues must be visible to everyone. • The other queues must be visible only to the appropriate department. • If a case is open more than 30 days, the case must automatically be routed to the supervisor. • There must be a button on the queue list screen to route a case to a supervisor if requested. Requirements. Visualizations - • Support representatives must have a real-time view of cases assigned to them, including the status of each case. • Support representatives must be able to see a graphic view of cases by customer that are assigned to them. Requirements. Knowledge Base - • Support representatives must use the knowledge base first to try to solve issues. • Support representatives must be able to reference the knowledge base when it is used to resolve the case. • The knowledge base article that is used to resolve a case must always be sent to the customer. • If the answer is not in the knowledge base, a support representative needs to create a knowledge base article. Requirements. Cases - • The cases must follow a process that includes identify, research, and resolve. • A confirmation section must be added before the resolve section. • Customers must have contracts that allow them to call Lamna Healthcare 10 times a year for help. • In addition to the 10 free calls, customers must be able to send 15 emails a year for support. • Cases that come in as phone calls must be resolved with seven business days. • Cases that come in as emails must be resolved within three business days. Requirements. Surveys - • Lamna Healthcare sends out about 100,000 surveys a month. • Lamna must use Microsoft Forms Pro for their surveys. • All surveys must have the company logo. • The logo’s company colors must not be changed. Any modifications to the graphic or colors is a breach of company policies. • A survey must automatically be sent once a case is resolved. • A manual survey must be sent if a case is escalated. • A survey must not be sent without confirming that it is accurate. • Supervisors must test a survey before it is finalized. You need to configure the system to meet the three-day and seven-day timeframes. What should you configure?

Question 16

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?

Question 17

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 are a Dynamics 365 system administrator. The customer service desk needs to be able to apply service level agreements (SLAs) on demand to customers that do not have SLAs. You need to determine how SLAs on demand can be assigned. What are two possible ways to achieve this goal? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

Question 18

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. A company uses Dynamics 365 Customer Service Hub. Customer service representatives must be able to perform a relevance search on name, phone number, email, and queue. A customer service representative is not able to perform a relevance search for emails. You need to ensure that the customer service representative can perform relevance searches for email addresses. Solution: Enable the customization to include Knowledge Management. Does the solution meet the goal?