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Latest MB-230 Dumps Ebook | MB-230 Actual Test Answers

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Microsoft MB-230 certification exam is intended for professionals who are looking to validate their skills in the area of Microsoft Dynamics 365 Customer Service. Microsoft Dynamics 365 Customer Service Functional Consultant certification is designed for functional consultants who work with customers to help them design, configure, and implement solutions that meet their business needs.

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q79-Q84):

NEW QUESTION # 79
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 ofthe 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.

Answer:

Explanation:

NEW QUESTION # 80
You need to configure the settings to handle customer claims.
Which settings should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION # 81
You are a Dynamics 365 for Customer Service administrator.
You must track time against enhanced service-level agreements (SLAs).
You need to add a timer.
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.

Answer:

Explanation:

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/add-timer-forms- tracktime-against-enhanced-sla

NEW QUESTION # 82
Case Study 3 - The Phone Company
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.
Drag and Drop Question
You need to create an entitlement template. In System Settings, you navigate to Service Management.
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.

Answer:

Explanation:

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entitlements-templates

NEW QUESTION # 83
You are configuring a Dynamics 365 for Customer Service instance.
Customer service manager cannot create new entitlements for customer service representatives.
You need to ensure that customer service managers can add new entitlement templates and knowledge base records for customer service representatives.
Which access levels should you apply? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION # 84
......

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