MB-230 Dumps Questions – Effective Way to Get Certified

1. Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might

have more than one correct solution, while others might not have a correct solution.

After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.

A company has a Customer Service environment and implements historical analytics reports.

Users report that they are not able to access the historical analytics reports.

You need to ensure users can access the reports.

Solution: Share the historical analytics report with the users.

Does the solution meet the goal?

2. DRAG DROP

You are configuring Dynamics 365 Customer Service.

Child cases must inherit the customer name and contact from the parent case when opened.

You need to configure the case inheritance.

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.

3. You are implementing a help desk system that enables users to submit cases by using telephone or email.

You need to ensure that cases are classified correctly.

What should you do?

4. You are using Dynamics 365 Customer Service to create and activate entitlements.

Customer service representatives state that the entitlement status is set to Waiting, and they cannot use the entitlement. You must ensure customer service representatives can use the entitlement.

You need to identify the entitlement issue.

What is the cause of the issue?

5. Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.

After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.

A company has a Customer Service environment and implements historical analytics reports.

Users report that they are not able to access the historical analytics reports.

You need to ensure users can access the reports.

Solution: Modify the historical analytics report to display to the users.

Does the solution meet the goal?

6. You need to set up the analytics functionality.

What should you do?

7. You need to configure the system to notify managers about unhappy patients.

What should you do?

8. Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.

After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.

A company uses Dynamics 365 Customer Service Hub.

Customer service representatives must be able to perform a relevance search on name, phone number, email, and queue.

A customer service representative is not able to perform a relevance search for emails.

You need to ensure that the customer service representative can perform relevance searches for email addresses.

Solution: Enable smart matching.

Does the solution meet the goal?

9. Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.

After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.

You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd.

You need to automatically create cases from emails sent to the [email protected] email address.

Solution: Create an automatic record creation and update rule. Set the Source type to Service activity, and then select the queue.

Does the solution meet the goal?

10. HOTSPOT

A company uses Dynamics 365 Customer Voice.

The company requires the following for a survey:

✑ The survey must be sent automatically each time a salesperson visits a customer and closes the appointment.

✑ If a survey satisfaction score is negative, an activity must be created for the salesperson.

You need to configure the survey.

What should you do? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

11. DRAG DROP

A Dynamics 365 Customer Service organization uses routing rules to escalate cases.

Security roles have not been modified or created.

You need to modify the routing rule set that is currently in use and enforce the principle of least privilege.

Which five 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.

12. A company has the following business units:

✑ Call center

✑ Customer service

✑ Digital response

✑ Escalation

The security roles have not been modified. The customer service business unit is the parent of all other business units. Each business unit has its own queues. Customer service cases are routed to the appropriate individuals by using the queues.

You need to ensure that a specific user within the customer service business unit can read all queues within the parent and child business units.

Which security role should you assign to the user?

13. Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.

After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.

A company uses Dynamics 365 Customer Service Hub.

Customer service representatives must be able to perform a relevance search on name, phone number, email, and queue.

A customer service representative is not able to perform a relevance search for emails.

You need to ensure that the customer service representative can perform relevance searches for email addresses.

Solution: Enable the customization to include Knowledge Management.

Does the solution meet the goal?

14. You manage a Dynamics 365 for Customer Service environment. You create and activate a routing rule.

You need to modify the routing rule to a target a queue instead of a user. You navigate to routing rule sets.

What should you do first?

15. DRAG DROP

A company wants to use Power Virtual Agents chatbots to enable customers to solve their own issues whenever possible. You create knowledge base articles.

You must ensure that the new articles are available through the chatbot.

You need to define the steps to integrate knowledge management with the chatbot.

Which four 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.

16. DRAG DROP

You are a Dynamics 365 for Customer Service administrator.

You need to implement queues to manage cases.

Which queue types should you use? To answer, drag the appropriate queue types to the correct scenarios. Each queue type 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.

17. You are implementing Omnichannel for Customer Service.

The customer service supervisor wants to change one of the intraday KPI calculation methods. You need to modify the supervisor dashboard with the new KPI.

Which tool should you use?

18. DRAG DROP

You manage Dynamics 365 for Customer Service.

You need to create a list of holidays and ensure that existing service-level agreements (SLAs) observe those holidays.

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.

19. Customer service representatives are not able to manually add service-level agreements (SLAs) to a record.

You need to enable on-demand SLAs.

What should you do?

20. HOTSPOT

You need to determine the type of queues to create.

How should access to the queues be configured? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

21. Customer service agents do not have access to Customer Service historical analytics reports in Dynamics 365 Customer Service.

You need to provide access to the reports.

What are two possible ways to achieve this goal? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

22. Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.

After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.

You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd.

You need to automatically create cases from emails sent to the [email protected] email address.

Solution: Create an automatic record creation and update rule. Set the Source type to Email, and then select the queue. Configure autoresponse settings.

Does the solution meet the goal?

23. You are a Dynamics 365 system administrator.

The customer service desk needs to be able to apply service level agreements (SLAs) on demand to customers that do not have SLAs.

You need to determine how SLAs on demand can be assigned.

What are two possible ways to achieve this goal? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

24. 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.

25. Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.

After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.

An electrical engineering company is implementing Dynamics 365 Customer Service.

Engineers schedule work in one-hour blocks.

Engineers who complete a job before the end of the one-hour block must not be able to start a new job in that some block.

Engineers who require part of an additional one-hour block to complete a job must not be able to start a new job in that additional block.

You need to configure the fulfillment preference to meet the requirements.

Proposed solution: Create a timegroup with the preference setting of one hour.

Does the solution meet the goal?

26. You need to assign the minimum required security roles to a bot for the customer service supervisor.

Which security roles should you use?

27. 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.

28. DRAG DROP

A customer has a Customer Service deployment.

The customer needs to implement macros.

You need to identify the security roles that are required to configure and use macros.

Which security roles are required? 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.

29. You are customizing an Omnichannel for Customer Service implementation for a call center.

The call center manager wants to create a new quick response for agents to save time typing a greeting message.

You need to create a quick response that includes a customer’s full name.

How should you create the quick response?

30. DRAG DROP

You are customizing a Dynamics 365 Customer Service implementation for a call center.

The call center wants to enable SMS as a channel for the customer service department.

You need to complete the SMS channel configuration.

Which account information should you use for each provider? To answer, drag the appropriate types of account information to the correct SMS channel provider. Each type of account information 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.

31. DRAG DROP

You make a phone call regarding an existing case record.

You need to create a phone call activity that appears on the case record timeline.

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.

32. DRAG DROP

A contact center superviser requires operations metrics by channel and sentiment analysis.

You need to install the Omnichannel insights dashboard for the company.

In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order. NOTE: More than one order of answer chokes is correct. You will receive credit for any of the correct orders you select.

33. You are using Dynamics 365 for Customer Service.

You need to automate the process of adding cases to a queue.

What should you do?

34. HOTSPOT

A company uses Dynamics 365 Customer Service. The company installs Dynamics 365 Customer Service Insights.

The company wants to use dashboards to report phone calls and emails to monitor the productivity of representatives.

You need to perform the configuration.

Which configuration should you use? To answer, select the appropriate configurations in the answer area. NOTE: Each correct selection is worth one point.

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

36. You are a Dynamics 365 system administrator.

The customer service desk needs to be able to apply service level agreements (SLAs) on demand to customers that do not have SLAs.

You need to determine how SLAs on demand can be assigned.

What are two possible ways to achieve this goal? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

37. DRAG DROP

You need to create the dashboards.

Which dashboard types should you use? To answer, drag the appropriate dashboard types to the correct scenario. Each dashboard type 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.

38. HOTSPOT

A company uses Omnichannel for Customer Service.

The company experiences increased incoming live chats from the company website regarding several product recalls. To handle these calls, the company designates agents who have specialized training to manage the conversations.

The conversations must meet the following requirements:

• Calls must be routed to the designated agents.

• Agents must follow legally approved standardized answers to customer questions.

• Agents must be able to reference several knowledge base articles associated with the recalls quickly.

• Greeting and sign off messages must be standardized.

You need to configure the system.

Which components should you configure? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

39. A company uses Dynamics 365 Customer Sen/ice.

Agents note that when a customer calls, they are unable to view all activities associated with the customer and the customer's company.

Agents must be able to view tasks, appointments, phone calls, emails, notes, and system and user posts.

You create a model-driven app to display the information.

You need to configure the model-driven app main form.

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

40. HOTSPOT

A company is implementing Dynamics 36S Customer Service and Rower Virtual Agents for its support desk.

Supervisors have the following information requirements:

• Topic analytics for ail cases completed over the last year.

• Analytics for chalbot options chosen from past interactions which customers.

You need to configure the system to meet the requirements.

What should you enable in the configuration? To answer. select the appropriate options in the answer area. NOTE Each connect selection is worth one point.

41. HOTSPOT

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.

42. 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?

43. You are setting up knowledge management in Dynamics 365 Customer Service.

Management wants to view the statistics on which keywords are searched the most by agents when they use the knowledge base. You need to ensure that management can view the top search words.

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

44. A company uses Dynamics 365 Customer Service.

Telemetry on agent case resolution time reveals that agents spend 20 minutes on average resolving cases. Analysis determines that resolution duration is increased because agents are often required to view and modify data on the related account.

The company requires a solution that allows agents to enter data in a single screen and edit multiple records without navigating to each record.

You need to create the solution.

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

45. You need to create the SLAs.

Which three SLAs should you create? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

46. HOTSPOT

You are a customer service representative working with cases in Dynamics 365 for Customer Service.

You need to manage multiple lists of cases.

Which actions should you perform? To answer, select the appropriate configuration in the answer area. NOTE: Each correct selection is worth one point.

47. DRAG DROP

A company has a Customer Service deployment.

The company plans to provide instructions for customer service agents.

You need to apply the security roles for agents to configure and access agent scripts.

Which security roles should you use? 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.

48. A customer’s entitlement is not available to assign to a case.

You need to determine the cause of the customer’s issue.

What are two possible reasons for the issue? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

49. You are implementing Omnichannel for Customer Service for a company.

The company wants agents to serve customers through both the company's portal and Facebook page.

You need to enable the appropriate channels.

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

50. You create a Power Virtual Agents chatbot. The chatbot includes Power Automate flows. You are not a system administrator.

Users in your organization must collaborate to develop the chatbot.

You attempt to share the chatbot by adding user email addresses and assigning them Manager, Power Automate User, and Transcript Viewer permissions on the bot. The Send an email invitation to new users option is disabled.

Sharing of the chatbot fails.

You need to use the principle of least privilege to share the chatbot with users for collaboration.

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

51. A company is implementing a customized app that will automatically route cases.

You need to determine the correct URL to connect to the app location in the cloud.

Which URL format should you use?

52. HOTSPOT

You are implementing Omnichannel for Customer Service for a company.

The company has the following requirements:

- The Knowledgebase article search tab must open when a new chat conversation begins.

- The Chat Session template must be in expanded mode for the agents.

You need to complete the implementation to meet the requirements.

Which configuration should you use for each requirement? To answer, select the appropriate options in the answer area.

53. HOTSPOT

You need to meet the automatic case creation requirements.

What should you do? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

54. Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.

After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.

You are creating agent scripts that have macros for quick steps for agents in a support center.

Agents need to be able to open a case from one of the steps in the agent scripts.

You need to select a type of connector to use to create the macro.

Solution: Configure the macro by using a session connector.

Does the solution meet the goal?

55. Topic 3, The Phone Company



Case study

Overview

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.



Overview

The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service level agreements (SLAs) in place. Most clients have agreements that last one year and have 30 cases available. Half the cases may be opened by phone. The other half may be opened by email. The company has an existing on-premises software system. The current system no longer meets the company’s needs.

The support desk is open 8:00 am to 8:00 pm Eastern Standard Time.



Requirements

Support desk

The company plans to implement Dynamics 365. The solution will include a custom entity that needs to be search enabled.

You must configure the system to ensure that you can determine how many support tickets and new orders tickets are received. You must be able to determine which device types have the most tickets opened for issues. Business hours in the system must reflect the hours support staff is scheduled.



Case handling

✑ New cases must automatically route to the correct support group by phone type or new purchase group without requiring custom code.

✑ The system must automatically create a case when email is received by companies that are not in the system.

✑ The system must automatically send a response to an email sender upon case creation for new orders, but not for service records.

✑ Users must be able to initiate routing for manually created cases.

✑ The system must create sub-cases from one customer with different cases and also if the same issue is reported by several customers. Subcases must inherit the following fields: customer name, contact email address and case title.

✑ Main cases must not be closed until all the sub-cases are closed.

✑ Separate groups must be created for each type of service and each phone type. Access to the groups must be restricted to team members that support that service or phone type.

✑ When importing from the old system, old cases do not need to be routed to the correct support group.



Knowledge base

✑ Users must be able to search the knowledge base when opening a new case form or when checking on cases.

✑ Users must be able to use relevant searches and include any customer entities.



Dashboards

✑ Managers must be able to see a real-time list of open cases, open activities, and expiring entitlements all on one page.

✑ Managers must also be able to see all open cases, escalated cases and cases by representatives on one screen. Managers must be able to drill down within each area.

✑ Managers need a dashboard that displays weekly statistics for cases and representatives.

✑ Each representative needs to see their own tickets that are opened for the day, week, and month as well as their closed tickets.



Service-level agreements

✑ Most customers must be contacted within 90 minutes of their case being opened.

✑ Some customers can purchase faster service on call backs.

✑ Emails must be sent to support managers when service-level agreements (SLAs) are missed.

✑ Support representatives must be able to see a timer on each case form to ensure they are adhering to their SLAs.

✑ SLA KPIs must be tracked in the system.

✑ SLA KPIs must appear on the case form.

✑ Cases must be able to be placed on hold if issues arise with related contracts.



Issues

Users report they are not able to search the Knowledge Base.



You need to enable relevance search for the custom entity.

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

56. HOTSPOT

You are the Dynamics 365 administrator for a help desk. You merge CaseB into Case A. You need to examine each case and determine what occurred.

What is the result of the merge? To answer, select the appropriate action in the dialog box in the answer area. NOTE: Each correct selection is worth one

57. HOTSPOT

You work for a healthcare company that does not use Azure Active Directory

You need to escalate conversations to a live agent without using custom code when a customer discusses personal health information.

Which technologies should you use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

58. HOTSPOT

A client wants to use the knowledge base in Dynamics 365 Customer Service.

You need to identify the state of a knowledge base article when an event occurs.

What are the states of the articles? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

59. HOTSPOT

You need to configure security roles for Dynamics 365 Connected Customer Service by using the principle of least privilege.

How should you configure security? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

60. You are an administrator of a Dynamics 365 Customer Service system for a computer support company.

Team members must handle cases as follows:

✑ A case for a new customer follows a different process than for a returning customer.

✑ A case for a returning customer who has a contract follows a different process than for a customer who is pay as you go.

✑ All cases must be researched and resolved.

✑ Cases must be handled in a manner that is simple to maintain.

You need to ensure that all team members follow the same process for handling cases.

What should you do?

61. DRAG DROP

A company is implementing Omnichannel for Customer Service.

You must set up the system to minimize human error and automate actions.

The requirements to set up the system are as follows:

• Representatives must create a new support record when a customer contacts them through chat.

• Knowledge base articles must open in a separate tab when representatives research answers.

• When a knowledge base article resolves a customer issue, representatives must send the article to the customer via chat.

You need to set up the macros.

Which macro type should you use? To answer, drag the appropriate macro types to the correct requirements. Each macro type 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.

62. A customer has three cases in process and two cases for the current calendar year.

You need to determine how many cases the customer has left on their entitlement.

How many cases are left?

63. HOTSPOT

A company uses Dynamics 365 Customer Service to provide product support to customers.

Only employees are included in the company's Azure Active Directory.

You need to configure the system to meet the following requirements.

You must minimize the effort required to complete any required configuration tasks.

✑ Create a website for external customers to open support tickets and see the status of open issues.

✑ Ensure that customers are set up to use this website.

What should you configure? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

64. A company uses Dynamics 365 Customer Service. The app is shared by agents and the inventory department. The inventory department manages the products- The agents have read-only access. Agents must have access to the products to add the products to cases. The agents do not need to view the products in the site map.

You need to prevent agents from viewing products in the site map while maintaining the ability for

the inventory department.

What should you do?

65. HOTSPOT

A computer repair company employs technicians. Some technicians fix hardware issues and some fix software issues.

A case is opened for each customer call. Technicians are sent to customers’ homes when issues cannot be fixed over the phone. The company implements Dynamics 365 Customer Service and wants to start scheduling the technicians’ in-person appointments.

The requirements for scheduling appointments are as follows:

✑ Schedule an appointment with the technician who is located closest to a customer.

✑ Schedule an appointment based on whether the issue is hardware or software.

✑ The dispatcher who schedules appointments must not be able to configure the system.

You need to configure the system to meet the requirements.

Which options should you use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

66. A company uses Dynamics 365 Customer Service.

You are configuring the advanced similarity rules. You create a similarity rule on cases and put an exact match for the Modified On field in the Match Fields tab.

You test the rule and discover that exact matches do not appear.

You need to determine why the rule is not working.

What are two possible reasons why the rule is not working? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

67. DRAG DROP

You are a functional consultant for a Dynamics 365 Customer Service organization.

You must add the knowledge base search control to the Case entity main form and the Phone call main form.

Which four 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

68. Your company uses Dynamics 365 Customer Service. You create the following support offerings.

Customers must choose one of the three offerings.

✑ Email only

✑ Phone only

✑ Half phone and half email

You allocate 50 cases to each support offering.

You need to create the entitlement with terms that adhere to the support offerings.

What are two possible ways to achieve this goal? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

69. DRAG DROP

A company is using Omnichannel for Customer Service.

You add a live chat button to your company's website for existing customers. Requests for chats are handled by the next available representative. The chat must route the customer to the same representative if the customer is inadvertently disconnected. You need to configure the chat.

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

70. HOTSPOT

You use Dynamics 365 for Customer Service.

You need to merge cases.

What is the outcome for the merge process? To answer, select the appropriate configuration in the answer area. NOTE: Each correct selection is worth one point.

71. Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.

After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.

You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd.

You need to automatically create cases from emails sent to the [email protected] email address.

Solution: Configure Dynamics 365 to automatically send responses to customers when the record is created.

Does the solution meet the goal?

72. You are configuring a single business process flow in Dynamics 365 for Customer Service.

You need to design the business process flow.

What should you do?

73. DRAG DROP

You are a Dynamics 365 for Customer Service administrator. Your company provides support between 9 a.m. and 5 p.m.

You must add a warning to account records when service representatives do not contact an account within eight business hours of the account being verified.

You need to enable service-level agreements (SLAs) for accounts.

In which order should you perform the actions? To answer, move all actions from the list to the answer area and arrange them in the correct order.

74. HOTSPOT

You are implementing Omnichannel for Customer Service for a hospital.

Each customer service agent has a chat capacity of 200.

The implementation requirements are as follows:

- Each agent can take no more than two chats at a time.

- A new conversation must auto assign to an available agent.

- You need to select the conversation options to meet the requirements.

Which options should you configure?

75. Route inquiries to an agent who speaks all caller languages but does not know the new product.

You need to configure the system.

Which feature should you use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

76. HOTSPOT

You need to decide which action is applicable in the SLA.

What should you do? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

77. 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.

78. Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.

After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.

You are configuring a business process flow for a case entity.

All cases must be flagged for review.

You need to complete configuration of the business process flow.

Solution: For a new action named Ready for review, disable the As a business process flow action step option.

Does the solution meet the goal?

79. A company uses Dynamics 365 Customer Service.

Customer Service workspaces must have custom navigation that meets the following requirements:

• An application must be opened as an anchor tab in the application tab panel.

• Three additional application tabs must be opened when a session begins.

• The default mode of the communication panel must be set to Docked.

You need to determine which tool and feature to use to meet all requirements.

Which two tools/features should you use? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

80. You use Dynamics 365 Customer Service to manage cases.

You need to create a service-level agreement (SLA) that provides a warning when two KPI values match a specified condition: First response and Resolve by.

Which two types of SLA details should you use? Each correct answer presents pan of the solution NOTE: Each correct selection is worth one point.

81. You are a Dynamics 365 Customer Service system administrator.

You are unable to add 20 hours of phone time to the Entitlement channel.

You need to determine the reason you are unable to add the hours.

What are three possible reasons? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

82. Topic 5, Lucerne Publishing



Overview

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 sen/ice, publishing, and sales departments.



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 customer’s 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.

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 agent’s capability to search using Al 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 all 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.

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 to provide the technician's utilization.

Which solution should you use?

83. A company uses Dynamics 365 Customer Service. The manufacturing company has several locations and 10 repair technicians.

The company is implementing scheduling The company must ensure that the correct repair technicians with the correct tools go to the facility closest to them. You need to identify the valid resources.

Which two options are valid resources? Each correct answer presents a complete solution NOTE: Each correct selection is worth one point.

84. You use Dynamics 365 for Customer Service.

You need to create business process flows.

Which three entities can you use? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

85. DRAG DROP

A company uses Dynamics 365 Customer Service.

You need to implement queues to meet company requirements.

Which types of queues should you use? To answer, drag the appropriate queue types to the correct requirements. Each queue type 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.

86. You need to add SLA timers to the Case form.

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

87. A customer needs to know how data from third-party applications can be reported on in a Customer Service Insights dashboard.

You need to advise the customer on how to display the data.

What should the customer use?

88. DRAG DROP

A company implements Dynamics 365 Customer Voice. The company sends out customer satisfaction surveys. The service team creates one survey from a blank project and others from a predefined project template.

When the company receives all the survey responses, a member of the service team must analyze the results. The member must calculate satisfaction scores to help the service manager identify required efficiency changes for the department.

You need to determine which type of satisfaction metrics to use.

Which metrics should you use? To answer, drag the appropriate metrics to the correct scores. Each metric 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.

89. HOTSPOT

You are a Dynamics 365 for Customer Service administrator. You enable full-text, relevance, and category search.

You need to use the knowledge base search control to locate knowledge base articles that contain each of the following words anywhere in an article, regardless of which product an article refers to:

✑ Elevator

✑ Motor

✑ Sizing

How should you configure the search? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

90. You implement Dynamics 365 Customer Service for a company. Support representatives use the Customer Service workspace. Support representatives must begin working on existing cases in their queues when they open the workspace.

Which screen should the representatives use to perform this task?

91. DRAG DROP

You manage Dynamics 365 Customer Service. You have a routing rule set named CustomerResolution that assigns general inquiry cases to a queue named GeneralInquiry.

You need to assign technical support cases to a queue named TechSupport.

Which four 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.

92. You need to create the queue for cases.

What type of queue should you create?

93. Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might

have more than one correct solution, while others might not have a correct solution.

After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.

You are implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2.

You need to set up the queues to meet the following requirements:

✑ Users must have their own queues that no one else can access.

✑ Users must not be able to view each other's queue.

✑ Users must be able to work from the support queue.

Solution:

✑ Set up each user queue to be private.

✑ Set up level1 and level2 queues to be public and add applicable members.

✑ Set up the support queue to be private.

Does the solution meet the goal?