[Mar 30, 2024] MB-230 PDF Recently Updated Questions Dumps to Improve Exam Score [Q144-Q165]

[Mar 30, 2024] MB-230 PDF Recently Updated Questions Dumps to Improve Exam Score

MB-230 Dumps Full Questions with Free PDF Questions to Pass

To become a Microsoft Dynamics 365 Customer Service Functional Consultant, individuals need to pass the Microsoft MB-230 certification exam. Microsoft Dynamics 365 Customer Service Functional Consultant certification exam is conducted by Microsoft and is available globally. MB-230 exam consists of multiple-choice questions and is timed. Individuals who pass the exam are awarded the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification.

NEW QUESTION # 144
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.
Your company provides clients with Dynamics 365 for Customer Service Voice of the Customer employee satisfaction surveys. The company has a standardized set of survey questions named Satisfaction Survey.
You need to customize the survey for each client.
Solution: Clone the satisfaction survey and customize the questions.
Does the solution meet the goal?

A. Yes
B. No

Answer: A

Explanation:
Section: Topic 4, Configure Voice of the Customer
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-basic- survey#clone-or-import-an-existing-survey

NEW QUESTION # 145
You implement the Unified Service Desk (USD). You plan to implement a window navigation rule.
Which two statements are true? Each answer represents a complete solution.

A. You must populate the form and entity or URL fields for specific rules.
B. You must configure default rules so that they are evaluated first
C. Rules are evaluated based on the order number,
D. You must use the display name to reference the entity in the rule.

Answer: B,C

Explanation:

https://docs.microsoft.com/en-us/dynamics365/unified-service-desk/use-window-navigation-rules- unified-service-desk?view=dynamics-usd-
4.1#:~:text=Window%20navigation%20rules%20in%20Unified%20Service%20Desk%20are%20e xecuted%20in,which%20the%20control%20might%20appear

NEW QUESTION # 146
You need to select the feature for each parameter.
Which feature should you use for each parameter? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.

Answer:

Explanation:

Explanation
Graphical user interface, text, application Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-operating-hours

NEW QUESTION # 147
You are a customer service representative working with cases in Dynamics 365 for Customer Service.
You need to manage multiple lists of cases.
Which actions should you perform? To answer, select the appropriate configuration in the answer area.
NOTE:Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION # 148
You need to configure the system to store answers about claims.
Which four actions should you perform in sequence? To answer, move all actions from the list to the answer area and arrange them in the correct order.

Answer:

Explanation:

1 - Creat an article.
2 - Make for review
3 - Approve the article.
4 - Publish the article.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledge-article

NEW QUESTION # 149
You need to configure the options for the schedule.
Which options should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

NEW QUESTION # 150
You are a Dynamics 365 for Customer Service administrator.
You must track time against enhanced service-level agreements (SLAs).
You need to add a timer.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

Answer:

Explanation:

Explanation

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/add-timer-forms-tracktim

NEW QUESTION # 151
A company deploys Dynamics 365 Customer Service. The company plans to use IoT to collect information about manufacturing equipment.
Work orders must be automatically generated when malfunctions are detected to ensure that malfunctions are corrected quickly.
You need to design a Connected Customer Service solution.
What should you use? To answer, drag the appropriate implementation types to the correct requirements. Each implementation 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.

Answer:

Explanation:

Explanation
Box 1: Azure IoT Central
Microsoft Azure IoT Central enables builders to configure rules and actions. Based on those actions, IoT alerts will be created in Connected Customer Service. Also, based on service activities in Connected Customer Service, information can be sent back to IoT Central. This is accomplished by using Power Automate, a SaaS offering for automating workflows across applications and services.
Box 2: Azure IoT Hub
Connected Customer Services uses the IoT Hub to manage the state of registered devices. In addition, the IoT Hub sends commands and notifications to connected devices-and tracks message delivery with acknowledgment receipts. Device messages are sent in a durable way to accommodate intermittently connected devices.
Box 3: Power Automate
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-overview

NEW QUESTION # 152
You are implementing Dynamics 365 Customer Service Insights.
The product manager would like to see product sales trends by age group. The groupings are as follows:
Ages 18 and younger
Ages 19-25
Ages 26-40
Ages 41-55
Ages 56 and older
You need to configure the system.
What should you define?

A. measure
B. member
C. activity
D. segment

Answer: A

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-insights/audience-insights/measures

NEW QUESTION # 153
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?

A. From universal service desk, enable all dashboards.
B. From the supervisor configuration, add all users to the intraday insights dashboard.
C. From Power Bl, share the dashboard with the entire organization.
D. From the agent configuration, promote the users to supervisors.
E. From the supervisor configuration, add the required users.

Answer: E

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-intraday-dashboard-supervisor

NEW QUESTION # 154
You need to configure the system to notify managers about unhappy patients.
What should you do?

A. Change the value of the Monitor real-time customer sentiment option to Yes.
B. Set a routing rule for escalations.
C. Configure Omnichannel Insights.

Answer: A

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/oc-monitor-real-time-customer-sentimentsessio
Topic 1, Lamna HealthCare
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 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 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 day and New Year's Day.
Customer satisfaction and escalation
Customer satisfaction representatives monitor all activity and ensure that there is a uniform process for all calls. Case managers schedule shifts and are a point of escalation.
Requirements. System and resources
* Each employee must use the system.
* Case managers must be users in the system but must not be available for the scheduling rotation or manually assigned.
* Patients must be offered at least three alternative times to schedule an appointment.
Requirements. Cases
* The system must support live chats, texting, and Twitter.
* Case representatives must be able to chat, text, and tweet without exiting the system they use to track calls.
* Case representatives must be able to chat live only with customers whose calls are routed or assigned to them.
* Managers must be able to monitor all communication as well as add or delete quick replies.
* Customer satisfaction representatives must be able to read agent scripts and workflows.
* A live chat must pop up each time someone fills out the form to register for an appointment. The live chat must automatically be sent to the case representative who is best qualified to answer the question.
* There are two type of queues: regular and escalated.
* Tickets must be routed to the most qualified representative for the illness.
* Tickets assigned to a representative must be automatically placed in that representative's queue.
Requirements. Chat escalation process
* Each division must have one manager for escalations.
* Patients who request an escalation from the website must automatically be routed to a chatbot. The patient will answer predefined questions and will be alerted that someone will call them back. Chat transcripts must be sent to the appropriate manager.
* Only escalations must go to the chat bot.
* You must create two types of Omnichannel queues: regular and escalated.
* Only managers must be able to access the Omnichannel Insights dashboard.
Requirements. Managers
* Managers must be able to review weekly productivity reports for representatives by using Omnichannel Insights dashboards.
* Managers must be able to monitor patient moods during patients' conversations with representatives.
* Managers must be able to determine whether a patient is feeling negative during a live chat with a representative.
Requirements. Appointments
* Representatives must be able to schedule appointments and see everyone's free/busy time during their scheduled working hours.
* Appointments must be scheduled by representatives in open time slots for nurses and doctors.
* Nurses and doctors must be booked for 30-minute time slots.
* Patients must be offered at least three alternative times to schedule an appointment.
Requirements. Analytics
* You must implement Customer Insights to keep track of how well representatives are managing customers' requests.
* Analytics must be viewable only in the production environment.
* You must ensure that only escalation managers can create workspaces and control access to workspaces
* Case representatives must be rated on knowledge of their primary specialty and their backup specialty.
* Case representatives must only be able to view workspaces.
* Managers must be able to review dashboards in the Chat channel to ensure that case representatives are meeting their objectives.

NEW QUESTION # 155
You view the interactive dashboard in the Microsoft Dynamics 365 Customer Service Hub.

Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION # 156
You need to configure the system to meet the three-day and seven-day timeframes.
What should you configure?

A. Entitlement conditions
B. Workflows
C. Service Level Agreement conditions
D. Power Automate

Answer: C

Explanation:
Explanation
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.
Note: Service-level agreements (SLAs) enable businesses to track support policies and ensure customers are being supported per the support policy to which they are entitled. Businesses use SLAs to govern support products that customers either receive as part of their purchase or add on to their purchase. SLAs include policy details such as how quickly a customer is entitled to receive support, how many support requests a customer can make, and how long after purchases a customer can be supported as part of the agreement.
Note 2: Create SLAs to define conditions and actions that are applicable when an SLA is applied to an entity.
The following steps are involved in creating the SLA:
* Create an SLA.
* Create an SLA item.
* Configure actions for the SLA item.
* Activate the SLA.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

NEW QUESTION # 157
You are a customer service representative working with cases in Dynamics 365 for Customer Service.
You need to manage multiple lists of cases.
Which actions should you perform? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation

NEW QUESTION # 158
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd.
You need to automatically create cases from emails sent to the [email protected] email address.
Solution: Create an automatic record creation and update rule. Set the Source type to Email, and then select the queue. Configure autoresponse settings.
Does the solution meet the goal?

A. Yes
B. No

Answer: A

Explanation:
Section: Topic 1, Perform Configuration
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/automatically-create- case-from-email

NEW QUESTION # 159
A company wants to use Power Virtual Agents chatbots to enable customers to solve their own issues whenever possible. You create knowledge base articles.
You must ensure that the new articles are available through the chatbot.
You need to define the steps to integrate knowledge management with the chatbot.
Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

Answer:

Explanation:

1 - Publish knowledge articles to a portal created in Power Apps
2 - Create a topic for the Power Virtual Agents bot, and add an action
3 - Use a Power Automate template to add the solution to the chatbot
4 - Test the Power Automate cloud flow
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/integrate-km-with-pva

NEW QUESTION # 160
You need to select the feature for each parameter.
Which feature should you use for each parameter? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

NEW QUESTION # 161
You are modifying the phone-to-case process in Dynamics 365 Customer Service. You create a flow by using PowerApps as shown in the exhibit. (Click theExhibittab.)

You must modify the business process flow to include the check-email step at the beginning of the research stage.
Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic.
NOTE:Each correct selection is worth one point.

Answer:

Explanation:

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

Reference:
https://docs.microsoft.com/en-us/power-automate/create-business-process-flow?context=/dynamics365/context/s

NEW QUESTION # 162
You are a Dynamics 365 Customer Service administrator.
You need to add a new status reason to the case entity.
What are two possible ways to accomplish the goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. Navigate to Cases in the Customer Service Hub app. Open a record, edit the form, and then edit the Status reason field.
B. Modify the existing solution. Add another entity named Status. Then, create a status reason field with additional options.
C. Create a new solution and add the existing Case entity. Select Status Reason and add a new value.
D. Modify the existing solution and the case entity. Edit the status reason and add an additional status reason value.

Answer: C,D

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-status-reason-transitions-casemanagement

NEW QUESTION # 163
A company is implementing Omnichannel for Customer Service.
You must set up the system to minimize human error and automate actions. The requirements to set up the system are as follows:
* Representatives must create a new support record when a customer contacts them through chat.
* Knowledge base articles must open in a separate tab when representatives research answers.
* When a knowledge base article resolves a customer issue, representatives must send the article to the customer via chat.
You need to set up the macros.
Which macro type should you use? To answer, drag the appropriate macro types to the correct requirements.
Each macro 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.

Answer:

Explanation:

Explanation
Graphical user interface, text, application Description automatically generated

Box 1: Productivity automation
Productivity automation
As an administrator, you can use the actions any number of times across different macros to automate and perform model-driven app operations.

The following screenshot shows the actions that are explained in the subsequent sections.
Box 2: Session connector
Session connector
As an administrator, you can use the actions any number of times across different macros to automate and perform operations related to a session in Customer Service workspace.

Graphical user interface, application Description automatically generated Box 3: Omnichannel connector Omnichannel connector As an administrator, you can use the actions any number of times across different macros to automate and perform operations related to Omnichannel for Customer Service.
Graphical user interface, text, application, email Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/macros

NEW QUESTION # 164
A company deploys Dynamics 365 Customer Service. The company plans to use IoT to collect information about manufacturing equipment.
Work orders must be automatically generated when malfunctions are detected to ensure that malfunctions are corrected quickly.
You need to design a Connected Customer Service solution.
What should you use? To answer, drag the appropriate implementation types to the correct requirements. Each implementation 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.

Answer:

NEW QUESTION # 165
......

Microsoft MB-230 Exam is a challenging exam that requires preparation and dedication. Candidates can prepare for the exam by taking the official Microsoft training course, which covers all the exam topics in detail. Additionally, candidates can use study materials such as practice exams and study guides to help them prepare for the exam. Passing MB-230 exam can open up new career opportunities and demonstrate to employers that the candidate has the necessary skills and knowledge required to work as a functional consultant in the customer service domain.

Microsoft MB-230 certification exam is an ideal way for professionals to validate their skills and knowledge of customer service functional consulting with Microsoft Dynamics 365. MB-230 exam measures the candidate's ability to create and configure customer service environments, integrate Microsoft Dynamics 365 with other applications, and customize customer service features to meet business needs. By passing this certification exam, professionals can achieve the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification and demonstrate their expertise in customer service functional consulting.

100% Updated Microsoft MB-230 Enterprise PDF Dumps: https://certkingdom.practicedump.com/MB-230-practice-dumps.html

[Mar 30, 2024] MB-230 PDF Recently Updated Questions Dumps to Improve Exam Score [Q144-Q165]

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