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Lucas White Lucas White

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MB-230 Lernhilfe & MB-230 Vorbereitungsfragen

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Die Microsoft MB-230 Prüfung ist ein umfassender Test, der verschiedene Aspekte von Dynamics 365 Customer Service abdeckt. Die Prüfung besteht aus Multiple-Choice-Fragen und Simulationen, bei denen Kandidaten ihre Fähigkeiten zur Konfiguration und Anpassung von Dynamics 365 Customer Service, zum Management von Fällen und zur Integration verschiedener Anwendungen mit Dynamics 365 Customer Service unter Beweis stellen müssen. Die Prüfung testet auch das Wissen des Kandidaten über bewährte Branchenpraktiken, Kundenservice-Strategien und Kundenengagement-Techniken. Die erfolgreiche Absolvierung der Prüfung führt zur Verleihung der Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate-Zertifizierung, die in der Branche weit anerkannt ist und die Karriereaussichten von Fachleuten, die in diesem Bereich arbeiten möchten, verbessern kann.

Die Microsoft MB-230-Prüfung richtet sich an Personen, die Erfahrung mit Microsoft Dynamics 365 haben und sich auf den Kundenservice spezialisieren möchten. Die Prüfung ist ideal für Funktionsberater, Kundendienstmanager und IT -Fachkräfte, die ihre Fähigkeiten und Kenntnisse bei der Bereitstellung von Kundendienstlösungen mithilfe von Microsoft Dynamics 365 verbessern möchten. Management.

>> MB-230 Lernhilfe <<

MB-230 Prüfungsfragen Prüfungsvorbereitungen, MB-230 Fragen und Antworten, Microsoft Dynamics 365 Customer Service Functional Consultant

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Die Microsoft MB-230-Prüfung ist eine Zertifizierungsprüfung, die für Personen konzipiert ist, die Microsoft Dynamics 365 Customer Service Functional Consultant werden möchten. Diese Prüfung misst die Fähigkeit des Kandidaten, verschiedene Kundendienstlösungen mit Microsoft Dynamics 365 zu konfigurieren, anzupassen und zu implementieren. Das Bestehen dieser Prüfung zeigt, dass der Kandidat die erforderlichen Fähigkeiten und Kenntnisse besitzt, um als funktionaler Berater im Kundenservicebereich zu arbeiten.

Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 Prüfungsfragen mit Lösungen (Q236-Q241):

236. Frage
A company has satellite offices that service local areas.
Each office must have full control over its own resources.
You need to configure the organizational units to reflect the satellite office structure.
Which entities should you use to relate to the organizational units? To answer, select the appropriate options in the answer area.

Antwort:

Begründung:

Explanation

237. Frage
Case Study 6 - Lucerne Publishing
Background
Lucerne Publishing is a publishing company in Canada. The company publishes books for higher education. It also invests in multiple cloud-based solutions to support the customer service, publishing, and sales departments.
Current Environment
Lucerne Publishing uses the following:
- The Customer Service app for the publishing customer service division.
- Omnichannel capabilities in the Customer Service app.
- Third-party apps for e-commerce so students and parents can order books or courses online.
- Customer service agents as the representatives who will resolve customers issues using various channels.
- Resident employees who work for Lucerne Publishing and live in the buildings inside the business center.
- A technician dispatch team that includes dispatchers who review and schedule work orders and assign the work orders to resources on the schedule board.
The company has an internal division that provides repair services such as plumbing and electrical. The division provides services to the buildings inside the company business center, and some of those are used as residences by printing employees.
Requirements
Customer Service - Contact Center
The company has the following requirements:
- Improve agent response time in live chats with customers.
- Improve agent productivity by automating tasks. For example, the customer service manager requests that a new case is created automatically when an agent is on a chat with a customer.
- Provide instructions for agents to use when processing book returns. The instructions must include the following: o Greet the customer. o Automatically open the case form for the book return, o Close the session with the customer.
- Allow agents to use different channels such as short message service (SMS), social, and call when providing service to customers.
- Enable a new text SMS channel for the agents.
- Improve the agents' capability to search using AI suggestions.
- Provide agents with real-time recommendations on similar cases and knowledge-base articles.
- Allow agents to know the customer's point of view on the service.
- Provide a solution that will identify an agent's supervisor when a customer has a negative experience.
- Improve how the agents' skills and profiles are maintained.
- Route calls to agents who can support French-speaking customers.
- Configure the French language as a skill for agents who support French-speaking customers.
- Provide access to the Omnichannel agent app and productivity tools for supervisors and agents.
- Provide the customer service supervisor with the ability to create agent scripts for Omnichannel agents and a workstream for SMS. The customer service supervisor must also be able to edit an existing workstream.
- Provide the customer service supervisor with the ability to track sentiment in real time.
- Provide agents with AI suggestions on the recent contact that worked on similar cases.
Customer Service - Repairs
The company has the following requirements for repair requests:
- Dispatchers must be able to track a technician and schedule jobs for technicians based on availability.
- A dispatcher named UserA must be able to create a new view to display only unscheduled work orders. The view must be displayed only when the work orders are open-unscheduled, and the substatus is ready to dispatch work orders.
- The technician dispatch team must be able to create a Schedule tab in the schedule board.
- Dispatchers must be able to track technicians' utilization by using personal color codes.
- The field technician's security role must be field service technician.
Issues
The company reports the following issues:
- Agents spend most of their time doing repetitive tasks during support calls or chats.
- There is no guided process for agents to follow the steps when a customer calls for a book return.
- Customer service managers are not able to provide real-time recommendations to customers using AI suggestions.
- A new channel for SMS is not sending conversations to agents. Agents are required to answer conversations manually.
- The company is not able to retain customers who have a negative experience with the customer service agents.
- Agents are not able to use the schedule board to schedule repair work orders by using a custom view.
- The skills and proficiency model are not defined for the agents. Calls from French-speaking customers are not routed to the appropriate agents.
You need to implement a solution for the customer service supervisor.
Which two security roles should you assign to the customer service supervisor?
Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. Omnichannel supervisor
B. App profile manager administrator
C. Productivity tools administrator
D. Omnichannel administrator

Antwort: C,D

238. Frage
You are a Dynamics 365 for Customer Service administrator.
Your company requires a new phone-to-case business process flow for customer service representatives to follow.
The stages are as follows:
Verification
Acknowledgement and research
Resolution
Customer service representatives must send an email to the customer when a case enters the acknowledgement-and-research stage.
You need to create the required business process flow and components.
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.

Antwort:

Begründung:

1 - Creat and activate the case-acknoledgement email workflow as follows
2 - Create a new business process flow record for the case entity.
3 - Create and activate the process flow with each of the stages. Add the case acknowledgement email workflow as a global workflow. Trigger the workflow for the acknowledgement-and-research stage.
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/create-business-process-flow
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/workflow-processes

239. Frage
You are implementing a new channel within Omnichannel.
You need to enable an SMS channel.
On which entity should you configure each task? To answer, drag the appropriate entities to the correct tasks.
Each entity 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.

Antwort:

Begründung:

Explanation
Box 1: Workstream
Configure work distribution
In the Work distribution area of a workstream, you can either accept the default settings or select See more and update the following options:
Auto-close after inactivity
Work distribution mode
Capacity
Block capacity for wrap up
Etc.
Box 2: SMS Number
In SMS phone numbers, select Add, and enter the following details in Add SMS number:
Number: Specify the support phone number that you purchased from TeleSign in the <phone_number> format, such as 14252306549. Make sure that you don't enter blank spaces or special characters.
Type: Select Geo, Short code, or Toll free.
Description: Enter a description.
Validate: Select to validate the customer ID and API key.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel

240. Frage
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.

Antwort:

Begründung:

241. Frage
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MB-230 Vorbereitungsfragen: https://www.itzert.com/MB-230_valid-braindumps.html

Lucas White Lucas White

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