Microsoft Dynamics 365 Customer Service Functional Consultant - MB-230 FREE EXAM DUMPS QUESTIONS & ANSWERS
You are working as a functional consultant for Dynamics 365 Customer Service. No changes have been made to security roles.
You need to ensure that customer service representatives can process cases that have service-level agreements (SLAs) and entitlements. You must grant only the minimum privileges required.
How should you configure security? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
You need to ensure that customer service representatives can process cases that have service-level agreements (SLAs) and entitlements. You must grant only the minimum privileges required.
How should you configure security? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Correct Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements
You configure the Case Management Agent for a company. The company previously disabled all Al features in the environment. Users report that the agent does not automatically update cases from conversation information. You need to resolve the issue. What should you do?
Correct Answer: C
Vote an answer
A company is using Dynamics 365 Customer Service. Departmental units within the company are separately grouped using native Dataverse capabilities.
The company requires a new security role named Customer Support Agent. Users assigned to this new role must be able to do the following:
* View cases within the same departmental unit only.
* Only update cases that are owned by the same user.
* Support the ability to add notes using the case timeline.
The principle of least privilege must be adhered to at all times.
You create the role and begin to review the list of assignable privileges, as indicated in the screenshot.
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.
The company requires a new security role named Customer Support Agent. Users assigned to this new role must be able to do the following:
* View cases within the same departmental unit only.
* Only update cases that are owned by the same user.
* Support the ability to add notes using the case timeline.
The principle of least privilege must be adhered to at all times.
You create the role and begin to review the list of assignable privileges, as indicated in the screenshot.
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.
Correct Answer:
Explanation:
You are deploying Dynamics 365 Contact Center for a company.
Users require the privileges to complete the following tasks:
* Configure new quick replies.
* Manage agent scripts,
* Modify user queue assignments.
* Add a new presence and set it as the default.
You need to assign the security roles based on the principle of least privilege.
Which security role should you assign for each requirement? To answer, move the appropriate security roles to the correct requirements. You may use each security role once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Users require the privileges to complete the following tasks:
* Configure new quick replies.
* Manage agent scripts,
* Modify user queue assignments.
* Add a new presence and set it as the default.
You need to assign the security roles based on the principle of least privilege.
Which security role should you assign for each requirement? To answer, move the appropriate security roles to the correct requirements. You may use each security role once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Correct Answer:
Explanation:
A company uses Dynamics 365 Customer Service.
Managers state that support representatives can view contact social security numbers when the representatives open contact records.
Support representatives must only be able to verify that the social security number is saved. They must not be able to view the number.
You need to configure the application to resolve the issue.
What should you do?
Managers state that support representatives can view contact social security numbers when the representatives open contact records.
Support representatives must only be able to verify that the social security number is saved. They must not be able to view the number.
You need to configure the application to resolve the issue.
What should you do?
Correct Answer: B
Vote an answer
You need to select which setting needs to be configured for each setup.
Which settings should you select? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Which settings should you select? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Correct Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams
https://docs.microsoft.com/en-us/dynamics365/customer-service/enable-skill-routing-create-rating-model
Topic 2, Humongous Insurance
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
Humongous Insurance is contracted to process all insurance claims for a health facility that accepts the following types of health insurance:
* Health maintenance organization (HMO)
* Preferred-provider organization (PPO)
* Gold
Cases are classified as new claims, claim disputes, and follow-ups. Each insured person is entitled to open 25 new cases each calendar year.
Support representatives specialize by and process claims by insurance type.
Humongous Insurance currently accepts claims only by telephone. The call center is open from 06:00 GMT to
24:00 GMT daily. Call center staff work one of the following shifts: 06:00 GMT to 12:00 GMT, 12:00 GMT to 18:00 GMT, and 18:00 GMT to 24:00 GMT.
When a case is received by email, a staff member categorizes the case as email and closes the case immediately.
Current environment
* Humongous Insurance has three departments to handle claim types: HMO, PPO, and Gold.
* The company uses handwritten forms to send claims information to the correct department.
* Each department maintains a workbook to record calls received.
Requirements. Support desk
* Configure the system to track the number of insurance claims filed each year.
* Categorize claims by type as they are opened.
* Configure the system to track staff responsiveness to service-level agreements (SLAs).
* Ensure that business hours reflect the hours that support staff are scheduled.
Requirements. Case handling
* All new cases must be automatically placed into a queue based on insurance type after the type is selected.
* All insurance types need to be automatically moved to the proper queue when the subject is picked.
* All cases must be created and closed immediately when received.
* The status reason must be set to Email Sent or Phone Call.
* Information must be restricted by insurance and phone call type.
* Managers must be alerted when customers reach their limit of 25 cases for the year.
* Changes to cases must not be counted against entitlements until the case is closed.
Requirements. Disputes
* Claim disputes must be categorized as low priority.
* The status for all disputed cases must be set to Review by a Manager before a disputed case may be closed.
Requirements. Knowledge base
* A knowledge base must be used as a repository for all answers.
* Representatives must be able to search the knowledge base when opening a new case for similar claims.
* Representatives must be able to search across all entities at all times.
* Searches must check any field in the entity for matches in a single search.
* Searches must return results in a single list and sort the list so that the most relevant results appear at the top of the list.
* Representatives must be able to link the knowledge base to cases when applicable.
* Representatives must create a new knowledge base article if an answer is not found in the existing knowledge base.
* Representatives must be able to use SQL-like syntax to search the knowledge base.
Requirements. Service-level agreements
When a customer calls to open a claim, the company must respond to the caller within the following time frames:
Requirements. Alerts
* Cases must be flagged when they are past the SLA threshold.
* An email alert must be sent to the manager to indicate an SLA noncompliance.
* An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.
* Send an email alert to support managers when disputes are ready to be closed.
* Send an email alert to customers when cases are closed.
Requirements. Issues
* The current process is all manual and not efficient.
* There is no easy way to determine whether the company is meeting its SLAs.
* Representatives are often inconsistent regarding how they handle customers and answer customer questions.
* There is no accountability for any of the representatives who take calls.
You are customizing a Dynamics 36S Customer Service implementation for a company.
The company ' s support center wants to open a chat channel in a Power Apps portal for their partners.
You need to add a chat widget in the portal.
What should you do?
The company ' s support center wants to open a chat channel in a Power Apps portal for their partners.
You need to add a chat widget in the portal.
What should you do?
Correct Answer: D
Vote an answer
A company installs and services air filtering units for industrial manufacturing plants. The company is implementing Dynamics 365 Customer Service.
Each regional location has only two advanced diagnostic units. The company charges customers a higher rate when the company uses a unit.
You need to configure the system to optimize work scheduling.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Each regional location has only two advanced diagnostic units. The company charges customers a higher rate when the company uses a unit.
You need to configure the system to optimize work scheduling.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Correct Answer:
Explanation:
You ate creating a bot by using Power Virtual Agents to work within Dynamics 365 Customer Service. The bot must support voice and chat capabilities. The bot must also meet the following requirements:
* When a user starts the conversation, the bot should ask if they need help with installation or support.
* The user must be able to talk to a live person when requested.
You need to configure the bot.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
* When a user starts the conversation, the bot should ask if they need help with installation or support.
* The user must be able to talk to a live person when requested.
You need to configure the bot.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Correct Answer:
Explanation:
You ate a customer service representative for a company that uses Dynamics 365 Customer Service.
When customer service representatives find records that meet specific criteria, they must be able to do the following:
* Open the records in a new tab.
* Open a single record in a new session.
* Open a single record in an existing session on a new tab.
You need to meet the requirements.
Which two actions should you perform? Each correct answer part of a complete solution. NOTE: Each correct selection is worth one point.
When customer service representatives find records that meet specific criteria, they must be able to do the following:
* Open the records in a new tab.
* Open a single record in a new session.
* Open a single record in an existing session on a new tab.
You need to meet the requirements.
Which two actions should you perform? Each correct answer part of a complete solution. NOTE: Each correct selection is worth one point.
Correct Answer: A,E
Vote an answer
You are implementing Dynamics 365 Customer Service for an IT helpdesk.
and collaborating with external customers. You need to recommend a platform feature to assist the agents.
What should you recommend?
and collaborating with external customers. You need to recommend a platform feature to assist the agents.
What should you recommend?
Correct Answer: C
Vote an answer
You work for a pharmaceutical company that distributes vaccines.
Vaccines must be kept below negative 60 degrees Celsius or they cannot be used. The company requires a solution that meets the following requirements:
* Monitor vaccine temperatures during transportation.
* Create a customer service case if the temperature goes above negative 60 degrees Celsius.
You need to implement the solution.
Which technologies should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Vaccines must be kept below negative 60 degrees Celsius or they cannot be used. The company requires a solution that meets the following requirements:
* Monitor vaccine temperatures during transportation.
* Create a customer service case if the temperature goes above negative 60 degrees Celsius.
You need to implement the solution.
Which technologies should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Correct Answer:
Explanation:
A company uses Dynamics 365 Customer Service. The administrator enables in-app notifications.
Agents observe notifications in the app but are unsure which behavior triggers them.
You need to identify which notification will appear based on the activity of the agent.
Which notification belongs to each behavior? To answer, move the appropriate notifications to the correct agent behaviors. You may use each notification once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Agents observe notifications in the app but are unsure which behavior triggers them.
You need to identify which notification will appear based on the activity of the agent.
Which notification belongs to each behavior? To answer, move the appropriate notifications to the correct agent behaviors. You may use each notification once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Correct Answer:
Explanation:
A customer uses Dynamics 365 for Customer Service.
Customer service representatives must be able to create knowledge base articles.
You need to ensure that all knowledge base articles are submitted for review and approval before they are made available to use.
Which four actions must be performed in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Customer service representatives must be able to create knowledge base articles.
You need to ensure that all knowledge base articles are submitted for review and approval before they are made available to use.
Which four actions must be performed in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Correct Answer:
Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hubuser-guide-knowledge-article