MB-230 Free Practice Questions — Page 3

Question 21

You are employed as a system administrator for your company’s Dynamics 365 for Customer Service implementation. You have been tasked with making sure that customer service representatives have the ability to add service-level agreements (SLAs) to a record manually. You activate the SLA. Does the action achieve your objective?

Question 22

Your company makes use of Dynamics 365 Customer Service with the default settings unchanged. You want to find like cases in the system using a default search feature. You make use of Quick Find. Does the action achieve your objective?

Question 23

You are employed as an administrator for your company’s Dynamics 365 for Customer Service implementation. You have received articles that were created for a knowledge base from a reviewer. Which of the following actions should be taken for articles that are approved?

Question 24

Your company makes use of Dynamics 365 for Customer Service. You mistakenly close a case that had assigned to you prior to your work being completed. You want to open the case to carry on working on it. Which of the following actions should you take?

Question 25

You need to consider the underlined segment to establish whether it is accurate. _Routing _ rules_ must be used to automate the process of adding cases to a queue.

Question 26

You are employed as a system administrator for your company’s Dynamics 365 for Customer Service implementation. You have been tasked with making sure that customer service representatives have the ability to add service-level agreements (SLAs) to a record manually. You assign the customer service representatives the necessary permissions. Does the action achieve your objective?

Question 27

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 number of similar cases that the suggested contacts have resolved. Does the solution meet the goal?

Question 28

HOTSPOT - You need to configure each escalation scenario. Which configuration should you use for each scenario? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. Hot Area:

Question 29

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 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 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 types 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. You need to set up the analytics functionality. What should you do?

Question 30

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 - 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 the distribution of incoming service requests. What should you configure? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.