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MB-230 Fragen & Antworten & MB-230 Studienführer & MB-230 Prüfungsvorbereitung

Die Fragenkataloge zur Microsoft MB-230 Zertifizierungsprüfung von Zertpruefung werden Ihnen zum Erfolg führen. Unsere Fragenkataloge werden von den Experten neuerlich erforscht. Und Sie können deshalb immer die neuesten Forschungsmaterialien bekommen. Wir garantieren Ihnen den Erfolg. Wir helfen Ihnen sehr gerne. Sie werden sicher die genauesten Fragen und Antworten zur Microsoft MB-230 Zertifizierungsprüfung von uns bekommen. Wir aktualisieren ständig unsere Schulungsinstrumente, um den geänderten Prüfungsthemen anzupassen. Eigentlich liegt der Erfolg nicht weit entfernt. Wenn Sie Zertpruefung benutzen, können Sie sicher den Erfolg erlangen.

Die Microsoft MB-230-Prüfung richtet sich an Fachleute, die Erfahrung im Kundendienstmanagement haben und ihre Fähigkeiten weiter verbessern möchten. Die Prüfung eignet sich für Personen, die für Organisationen arbeiten möchten, die Microsoft Dynamics 365 als Kundendienstmanagementsystem verwenden. Das Bestehen dieser Prüfung bestätigt Ihr Wissen und Ihre Fähigkeiten im Kundendienstmanagement und präsentiert potenziellen Arbeitgebern Ihr Fachwissen.

Die Microsoft MB-230-Zertifizierungsprüfung richtet sich an Fachleute, die als Microsoft Dynamics 365-Kundendienstfunktionsberater zertifiziert werden möchten. Diese Zertifizierungsprüfung testet das Wissen und die Fähigkeiten des Kandidaten bei der Implementierung und Konfiguration von Kundendienstlösungen für Unternehmen mit Microsoft Dynamics 365. Die Prüfung besteht aus Multiple-Choice-Fragen und -Simulationen, die die Fähigkeit des Kandidaten testen, Kundendienstlösungen zu entwerfen und zu implementieren, Fälle verwalten und Fälle verwalten und die Fälle verwalten und die Fähigkeit des Kandidaten entwerfen und umsetzen Wissensbasis und konfigurieren Sie die Anwendung für den Kundendienst.

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Die echten und originalen Prüfungsfragen und Antworten zu MB-230（Microsoft Dynamics 365 Customer Service Functional Consultant）bei Zertpruefung wurden verfasst von unseren Microsoft-Experten mit den Informationen von MB-230（Microsoft Dynamics 365 Customer Service Functional Consultant）aus dem Testcenter wie PROMETRIC oder VUE.

Die MB-230-Zertifizierungsprüfung deckt eine Reihe von Themen im Zusammenhang mit dem Kundendienst ab, einschließlich Konfiguration von Kundendienst-Apps, Verwaltung von Fällen und Wissensartikeln, Konfigurieren von Ansprüchen und Warteschlangen, Integration von Kanälen und Tools sowie das Entwerfen und Implementieren von Kundendienstanalysen. Die Prüfung soll Ihr Wissen und Ihre Fähigkeiten in diesen Bereichen testen, und Sie müssen Ihre Fähigkeit demonstrieren, Ihr Wissen auf reale Kundendienstszenarien anzuwenden. Wenn Sie an einer Karriere als Microsoft Dynamics 365-Kundendienstfunktionalberaterin anwesend sind, ist die MB-230-Zertifizierungsprüfung ein guter Ausgangspunkt.

Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 Prüfungsfragen mit Lösungen (Q175-Q180):

175. Frage
Case Study 5 - Fourth Coffee
Background
You are the technology manager for Fourth Coffee. The company sells 20 types of coffees and five types of digital coffee makers.
Fourth Coffee uses Dynamics 365 Customer Service with Omnichannel for Customer Service.
Current environment
Queues
The company uses queues to service different types of customers. Each type of customer corresponds to one of the following queues:
- New customers
- Repeat customers
- Subscribers to the coffee of the month club
The company has a separate queue to manage customers who have coffee maker issues.
Current environment
Employees
The company has 50 call representatives across five call centers. Each representative can address five calls simultaneously. Overflow calls are transferred to the back office.
- The company uses two levels of representatives to help customers with coffee purchases: entry level and specialists.
- Supervisors monitor chats and live phone calls.
Requirements
Employees
Call representatives must be able to answer requests from phone calls, SMS messages, and chat. A ticket must be opened for each request.
Specialists must be assigned to coffee maker calls.
Specific representatives require a Dynamics 365 Customer Service workspace to perform the following activities:
- Open an assigned record in a new workspace tab.
- Use a predefined email template when representatives send an email.
- The system must notify supervisors when customers in a live session
express negative feedback about a service or product.
Requirements
Configuration
- If a customer starts a chat during non-working business hours, the
first representative that signs into the system must answer the chat;
the customer must be able to continue the chat at any time.
- Chat sessions must start only when the customer selects the chat
icon. Chat must only be available for reorders and coffee maker
repairs.
- Subscribers and new orders must always go to a live representative
unless the subscriber chooses the chat icon.
Customers must be able to download a separate app to their phone or tablet for ordering coffee.
The app must include only the customer's name, address, phone number, and issue information.
Requirements
Support
The solution must provide the following website features for external customers:
- Provide support to submit issues.
- Ensure they can log in.
The chatbot must have an option to allow users to escalate a conversation to a live representative.
Live representatives must be able to send a customer back to the chatbot.
Requirements
Distribution of calls
- Live chat must be available for cases.
- Cases that are escalated must be distributed to the next available
agent.
- All other cases must wait for an agent to pick up the case.
- All work must be distributed evenly with no other conditions.
- The number of workstreams and routing rules must be minimized.
- Spanish-speaking customers must be sent to representatives who speak
Spanish fluently.
- Tickets must be routed to the most qualified representative for the
type of issue reported.
- All representatives must be rated on their specialty knowledge and
backup specialty.
Requirements
Device telemetry
The solution must support the following:
- Remotely monitor coffee makers and contact a technician to help
customers with coffee maker support contracts.
- Provide a place for IoT messages to flow to the device and back to
the IoT hub.
- Automatically review messages from coffee makers and open a case when the system indicates an error with a coffee maker.
- Provide a place for the company technology to securely connect
virtually with the coffee maker customer.
Requirements
Customers
- Customers must be able to sign into an external portal.
- Customers must be able to view their cases and case status
information.
- Security must be as restrictive as possible.
Requirements
Surveys
The survey must include the following with minimum development effort:
- A list of questions that rate the service as poor, average, or great
- A question that rates whether the customer would recommend the
company
- A question that asks if the customer would like to escalate a case
o If yes, the survey must collect an email address and phone number for the customer.
o If no, another set of questions asking about open issue details must
display.
The solution must meet the following survey distribution requirements:
- Each survey must be standardized to include the company logo and
colors.
- Surveys must be sent out after each ticket closes.
- Quarterly surveys must be sent out to those customers who rated the
company poorly.
- Customer surveys must be available in several languages to support
global distribution.
Hotspot Question
You need to set up the distribution of incoming service requests.
Which settings should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Antwort:

Begründung:

176. Frage
You are a Dynamics 365 for Customer Service administrator.
Your company provides standard support contracts for 20 hours of email support. Phone is offered as a premium service in allotments of 10 incidents.
You need to set up an entitlement template for the standard support.
What should you configure?

A. Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to Email. Set the value of the Total terms field to 20.
B. Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to Email. Set the value of the Total terms field to 0.
Add the Phone option.
Set the value of the Total Terms field to 10.
C. Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to Email.
Set the value of the Total terms field to 10.
Add the Phone option. Set the value of the Total Terms field to 10.
D. Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to Phone.
Set the value of the Total terms value to 20.

Antwort: A

177. Frage
You need to configure the system to store answers about claims.
Which four actions should you perform in sequence? To answer, move all actions from the list to the answer area and arrange them in the correct order.

Antwort:

Begründung:

Explanation:
Graphical user interface, text, application Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledge-ar

178. Frage
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.

Antwort:

Begründung:

Explanation:
Box 1: Docked
Communication panel mode - Select the default mode of the panel when a session is started. Choose one of the following:
Docked: The panel will be in expanded mode.
Minimized: The panel will be in minimized mode.
Hidden: The panel will be hidden.
Box 2: Entity Search
Manage application tab templates, Search, The following parameters are available for the entity search page type.
searchType - Define to use Relevance search or Categorized search.
searchText - Define the string you want to search.
Reference:
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/session-templates
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/application-tab-templates

179. Frage
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.

Antwort:

Begründung:

1 - Create a queue named TechSupport
2 - Deactivate the routing rule named CustomerResolution
3 - Create a rule item named TechSupport for the routing rule....
4 - Activate CustomerResolution...
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-cases

180. Frage
......

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