MB-230 Free Practice Questions — Page 7

Question 61

A company has used Dynamics 365 Customer Service with Omnichannel for more than a year. The company has experienced several product recalls over the last three months. Customer agents must follow standardized answers, approved by the legal department, to respond to customer questions that are sent in from chats, texts, and phone conversations. You need to configure the system. Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

Question 62

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets 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 implement Dynamics 365 Customer Service for a call center. The call center supervisor has the following requirements for the Customer Service workspace functionality: • Automate agents’ repetitive tasks. • Enable agents to share knowledge articles with customers. You need to ensure that the implementation meets the requirements. Solution: Create a macro with an Omnichannel connector. Does the solution meet the goal?

Question 63

Customer service agents do not have access to Customer Service historical analytics reports in Dynamics 365 Customer Service. You need to provide access to the reports. 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 64

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 configure the portal for external customers. What should you do?

Question 65

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 configure the chatbot. Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

Question 66

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 - 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 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.

Question 67

A midsize service company provides clients with various service needs. The company plans to implement URS to schedule its service technicians. The company requires a solution that includes custom tables. You need to recommend an implementation process for URS that enables a table for scheduling. What should you recommend?

Question 68

DRAG DROP - You are implementing a new channel within Omnichannel. You need to enable an SMS channel. On which entity should you configure each task? To answer, drag the appropriate entities to the correct tasks. Each entity 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 69

You are an Omnichannel supervisor at a company. You install a dashboard in Power BI. You need to ensure that managers are able to access the intraday insights dashboard. What should you do?

Question 70

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 implement a solution to provide the technician's utilization. Which solution should you use?