Latest PDF of MB-230: Microsoft Dynamics 365 for Customer Service

Microsoft Dynamics 365 for Customer Service Practice Test

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
https://killexams.com/pass4sure/exam-detail/MB-230
QUESTION: 57
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice
of the Customer. You need to create a customer service satisfaction survey and embed it
on a website. Which two actions should you perform? Each correct answer presents part
of the solution. NOTE: Each correct selection is worth one point.
A. Copy the portal web link and paste it into your website.
B. Copy the URL from the Anonymous link field and paste it into your website.
C. On the Voice of the Customer survey, select Run in iFrame.
D. Copy the HTML code from the iFrame URL field and paste it on your website.
Answer: C, D
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-ofcustomer/
distribute-survey
QUESTION: 58
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice
of the Customer. You must display the question: Have you used the product before? If
the response is Yes, you must display additional questions concerning the product. If the
answer is No, you must display a different set of questions concerning other products.
You need to select a survey feature to use. Which survey feature should you use?
A. Answer tag
B. Response routing
C. Piping
D. List of ratings
E. Basic
Answer: B
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-
customer/designadvancedsurvey# design-interactive-surveys-by-using-response-routing
QUESTION: 59
You send surveys to customers who have opened cases within the past month.
You need to send a summary of the survey results to individuals who do not have a
Dynamics 365 license. What are two possible ways to achieve the goal? Each correct
answer presents a complete solution. NOTE: Each correct selection is worth one point.
A. Run the summary report. Export the report to Microsoft Excel. Send the Excel file to
the users.
B. Run the survey summary report. Send a link to the report from within Dynamics 365.
C. Create a dashboard of the survey summary reports and share the dashboards with the
users.
D. Create a view with the data, and then email a link.
E. Run the survey summary report. Print the report to a PDF file. Send the PDF file to
the users.
Answer: A, E
QUESTION: 60
You are creating surveys for Voice of the Customer (VoC). You need to configure VoC
to ensure that recipients can unsubscribe to surveys. Which two survey features should
you use? Each correct answer presents a complete solution. NOTE: Each correct
selection is worth one point.
A. Add an Unsubscribe check box after each question.
B. Set the Allow unsubscribe setting to Yes.
C. Give users the option to unsubscribe from different features of the survey.
D. Configure the survey to display when Dynamics 365 customers receive email and
enable the Unsubscribe option.
Answer: B, D
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-
customer/designadvancedsurvey# add-the-unsubscribe-option-to-a-survey
QUESTION: 61
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice
of the Customer (VoC). You need to ensure that VoC survey responses trigger an
escalation in support. Which workflow should you use?
A. VoC � Process Survey Response
B. VoC � Close Survey Activity
C. VoC � Process NPS Response
D. VoC � Process Face Response
Answer: A
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-
customer/plansurvey
QUESTION: 62
HOTSPOT
You use Dynamics 365 for Customer Service administrator. You plan to create Voice of
the Customer surveys. You need to determine which survey question feature is needed to
complete the design of the survey. Which survey features should you use? To answer,
select the appropriate survey type in the dialog box in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Exhibit
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-
customer/designadvancedsurvey
QUESTION: 63
You are creating a survey using Voice of the Customer. You need to embed the survey
into a website and make it available to your customer. What should you do?
A. Create the website. Add the URL to the Dynamics 365 site in your website.
B. Create your Dynamics 365 portal. Display the Voice of the Customer page from
within the main website page.
C. Create a webpage on the website. Add the URL to link the Voice of the Customer
Questions from Dynamics 365.
D. Create an iFrame URL. Copy the HTML code to an iFrame in your website.
E. Add the iFrame URL to your website.
Answer: D
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-ofcustomer/
distribute-survey

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