Microsoft Dynamics 365 for Customer Service Exam Dumps

MB-230 Exam Format | Course Contents | Course Outline | Exam Syllabus | Exam Objectives

Candidates design and implement service management visualizations and reports provided by and in collaboration with the Solution Architect. Candidates collaborate with the Dynamics 365 administrator to implement and upgrade Power platform components, including knowledge base and Forms Pro.



Candidates must have strong applied knowledge meeting user needs through the Dynamics 365 Customer Service, including in-depth understanding of cases, knowledge base, queues, entitlements, Service Level Agreements (SLAs), visualizations, and Unified Service Desk.



Candidates should understand industry terminology, priorities, standards, methodologies, customer service operations, and best practices. Candidates should include a comprehensive understanding of the Customer Service application's role in relationship to the Dynamics 365 suite of applications along with a basic understanding of the solution architecture and quality assurance.



Perform configuration (25-30%)

Configure Service Management settings

May include but not limited to:

• describe process of record creation and update rules

• configure queues

• configure holiday schedule

• configure customer service schedule

• configure user work hours

• configure categories and subjects

• configure cases

• configure customer service security roles

• configure goal management components

• create routing rules

• configure services

Configure processes

May include but not limited to:

• configure custom business process flows

• implement business process flows from Microsoft AppSource

Create and configure customer service visualizations

May include but not limited to:

• configure customer service content pack for Power BI

• configure customer service dashboards

• design and create customer service charts

• execute and analyze customer service reports



Manage cases and the knowledge base (30-35%)

Create and manage cases

May include but not limited to:

• manage case list

• create and search for case records

• convert activities to cases

• perform case resolution

• implement case routing rules

• implement parent/child cases

• merge cases

• configure status reason transitions

Create and manage the knowledge base

May include but not limited to:

• configure entities for knowledge management

• link an article with a case

• use the knowledge base to resolve cases

• create and manage knowledge base article lifecycle

• create and manage knowledge base articles

• search for articles



Manage queues, entitlements, and SLAs (25-30%)

Create and manage queues

May include but not limited to:

• differentiate queue types

• add cases and activities to queues

• implement case routing

• configure entities for queues

• configure queue email settings

• configure record creation and update rules

Create and manage entitlements

May include but not limited to:

• define and create entitlements

• manage entitlement templates

• activate and deactivate entitlements

• renew or cancel an entitlement

• assign an entitlement to a case

Create and manage SLAs

May include but not limited to:

• determine SLA conditions

• define and create SLAs

• implement actions and details

• use SLAs on-demand

• manage cases with SLAs

• create and manage SLA items



Configure voice of the customer (15-20%)

Notice of planned skills update: In April 2020, Voice of the Customer skills and exam questions will be replaced with Forms Pro skills and questions. Please prepare for your exam accordingly.

Create surveys

May include but not limited to:

• create a theme and upload images

• add pages to a survey and personalize data

• identify survey question types

• add survey questions

• identify respondent types

• configure response routing

• configure survey scoring

• configure survey unsubscription options

Preview, test, and publish surveys

May include but not limited to:

• distribute survey link using email

• embed a survey in a web page

• clone, import, and translate surveys

Manage survey responses

May include but not limited to:

• summarize survey results

• determine report types

• implement workflow conditional logic for survey actions

• create business actions based upon survey responses

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Microsoft
MB-230
Microsoft Dynamics 365 for Customer Service
http://killexams.com/pass4sure/exam-detail/MB-230
Question: 1 Section 9
Introductory Info 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.
MB-230.html[8/4/2021 4:57:47 AM]
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. Question HOTSPOT -
You need to configure the options for the schedule.
MB-230.html[8/4/2021 4:57:47 AM]
Which options should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
Answer:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/resources-service-scheduling
Question: 2 Section 9
Introductory Info 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.
MB-230.html[8/4/2021 4:57:47 AM]
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 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.
MB-230.html[8/4/2021 4:57:47 AM]
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. Question HOTSPOT -
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.
Hot Area:
MB-230.html[8/4/2021 4:57:47 AM]
Answer:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-operating-hours
Question: 1 Section 10
Introductory Info 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.
MB-230.html[8/4/2021 4:57:47 AM]
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.
MB-230.html[8/4/2021 4:57:47 AM]
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. Question HOTSPOT -
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.
Hot Area:
MB-230.html[8/4/2021 4:57:47 AM]
Answer:
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
MB-230.html[8/4/2021 4:57:47 AM]
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