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Pass the Microsoft Dynamics 365 for Customer Service Functional Consultant Associate MB-230 Questions and answers with Dumpstech

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Microsoft
Dynamics 365 for Customer Service Functional Consultant Associate
MB-230
MB-230 Questions and Answers

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Practice at least 50% of the questions to maximize your chances of passing.

Viewing page 6 out of 11 pages

Viewing questions 51-60 out of questions

Questions # 51:

You need to configure the queue for telephone-based cases.

What are two possible ways to achieve this goal? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

Options:

Create a case from email.

Define an SLA and entitlements and set entitlement values for case numbers.

Configure a status reason transition.

Create a case routing rule.

Automatically create or update records.

Answer

B, C

Questions # 52:

You need to resolve the live chat routing issue for Agent2.

Which three actions can you perform? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

Options:

Give Agent2 a high proficiency rating value for a specific HVAC unit

Verify Agent2 has profile-based capacity available.

Give Agent2 a high proficiency rating value for language.

Add a language resource characteristic to the profile of Agent2.

Verify Agent2 is set as a Contact resource type.

Answer

B, C, D

Questions # 53:

You need to recommend how to configure the FAQ website Knowledge Search.

Which five actions should you recommend 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.

NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.

Options:

Answer

Answer:

Questions # 54:

You need to resolve the issues with the French-translated article.

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

Options:

Publish the translated article.

Mark the Product associations field complete.

Create a major version of the translated article.

Publish the parent English article.

Associate the HVAC product.

Answer

B, E

Questions # 55:

You need to configure the SMS workstream for the agents, what should you do?

Options:

Disable the agent affinity setting.

Set the work distribution mode to Push.

Modify the work distribution mode and set to Pull.

Use the existing fallback queue.

Add an Agent assigned automatic message to the channel.

Answer

Questions # 56:

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 # 56

Options:

Answer

Answer:

Explanation

Box 1: Omnichannel supervisor

Case managers schedule shifts and are a point of escalation.

Omnichannel supervisor: Required for performing supervisor tasks.

Businesses need to monitor and manage the efficiency levels of agents in their ongoing conversations with customers. The enhanced supervisor experience provides supervisors with timely insights and metrics on the efficiency of the service delivery of agents and opportunities to help agents deliver better support to customers.

In this enhancement to the supervisor experience in Omnichannel for Customer Service, supervisors can:

Drill down to specific agents and look at their operational metrics.

Manage agent availability remotely.

Box 2: Omnichannel agent

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.

Omnichannel agent: Required for performing agent tasks.

As an Omnichannel agent, you can use queues to manage the work items that are assigned to you via queues. Therefore, you can focus on the tasks at hand and ensure better customer service. The application empowers you to work on simultaneous conversations with multiple customers. You get a holistic view of a customer ' s data and can see the details of the customer ' s previous interactions. In this way, you can be sure that you have all the available information that you might need to resolve the customer ' s issue.

Box 3: Productive tools user

Customer satisfaction representatives monitor all activity and ensure that there is a uniform process for all calls.

Productivity tools user: Required by users of Dynamics 365 Productivity Tools.

Agent productivity tools use intelligence and automation to enable agents to find answers to customer questions and help resolve customer issues quickly, thereby improving satisfaction in service delivery.

Incorrect:

Not Productivity tools administrator:

Productivity tools administrator: Required by administrator users of Dynamics 365 Productivity Tools.

[Reference:, https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-agent-overview, https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave1/dynamics365-customer-service/omnichannel-supervisor-experience-enhancements, https://docs.microsoft.com/en-us/dynamics365-release-plan/2021wave1/service/dynamics365-customer-service/agent-productivity, , ]

Questions # 57:

What should managers use to perform weekly reviews with case representatives?

Options:

Tier 1 dashboard

Agent Insights

Connected Customer Service dashboard

Customer Service Performance dashboard

Answer

Explanation

[Reference:, https://docs.microsoft.com/en-us/dynamics365/customer-service/intraday-agents-insights, , ]

Questions # 58:

You need to configure the system to meet the workspace requirements for case representatives.

Which role should you assign to case representatives?

Options:

Owner

Maker

Viewer

Customer Service Schedule Administrator

CSR Manager

Answer

Questions # 59:

You need to set up the analytics functionality.

What should you do?

Options:

Select the System Management menus and configure them in the settings.

Connect the data through Dynamics 365 Customer Service to Dynamics 365 Customer Service Insights.

Connect the data through Dynamics 365 Customer Service Insights to Dynamics 365 Customer Service.

Install the solution and menu items that will appear in Dynamics 365 Customer Service.

Create a new dashboard in Dynamics 365 Customer Service and select the correct information.

Answer

Explanation

Customer Service Insights is now embedded in Dynamics 365 Customer Service. After it is enabled, this experience allows you to start seeing historical analytics directly within the Customer Service environment. Several reports and dashboards can be viewed by your management team.

[Reference:, https://docs.microsoft.com/en-us/dynamics365/customer-service/introduction-customer-service-analytics]

Questions # 60:

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.

Question # 60

Options:

Answer

Answer:

Explanation

[Reference:, https://docs.microsoft.com/en-us/dynamics365/customer-service/resources-service-scheduling, , , ]

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Viewing questions 51-60 out of questions

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