100% Guaranteed Results MB-230 Unlimited 160 Questions [2022]
MB-230 Dumps PDF - Want To Pass MB-230 Fast
MB-230 Structure
- The cost of such an exam is $165 based on the country, where the exam is proctored.
- It is delivered in English.
- The number of questions ranges from 40 to 60.
- The format of the questions can be multiple-choice, drag and drop, build lists, active screen, etc.
- Candidates can take 180 minutes to complete the final exam.
NEW QUESTION 63
You use Dynamics 365 for Customer Service administrator. You plan to create Voice of the Customer surveys.
You need todetermine which survey question feature is needed to complete the design of the survey.
Which survey features should you use? To answer, select the appropriate survey type in the dialog box in the answer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey
NEW QUESTION 64
You have a Microsoft Dynamics 365 environment.
You implement Field Service and create a Field Service Agreement for a specific account Where should you define the preferred resource?
- A. Schedule Board Setting
- B. Field Service Settings
- C. Booking Setup
- D. Scheduler Field Service slot text template
Answer: C
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/field-service/set-up- customer-agreements
NEW QUESTION 65
Case Study 1 - Humongous Insurance
Background
Humongous Insurance is contracted to process all insurance claims for a health facility that accepts the following types of health insurance:
* Health maintenance organization (HMO)
* Preferred-provider organization (PPO)
* Gold
Cases are classified as new claims, claim disputes, and follow-ups. Each insured person is entitled to open 25 new cases each calendar year.
Support representatives specialize by and process claims by insurance type.
Humongous Insurance currently accepts claims only by telephone. The call center is open from
06:00 GMT to 24:00 GMT daily. Call center staff work one of the following shifts: 06:00 GMT to
12:00 GMT, 12:00 GMT to 18:00 GMT, and 18:00 GMT to 24:00 GMT.
When a case is received by email, a staff member categorizes the case as email and closes the case immediately.
Current environment
* Humongous Insurance has three departments to handle claim types: HMO, PPO, and Gold.
* The company uses handwritten forms to send claims information to the correct department.
* Each department maintains a workbook to record calls received.
Requirements. Support desk
* Configure the system to track the number of insurance claims filed each year.
* Categorize claims by type as they are opened.
* Configure the system to track staff responsiveness to service-level agreements (SLAs).
* Ensure that business hours reflect the hours that support staff are scheduled.
Requirements. Case handling
* All new cases must be automatically placed into a queue based on insurance type after the type is selected.
* All insurance types need to be automatically moved to the proper queue when the subject is picked.
* All cases must be created and closed immediately when received.
* The status reason must be set to Email Sent or Phone Call.
* Information must be restricted by insurance and phone call type.
* Managers must be alerted when customers reach their limit of 25 cases for the year.
* Changes to cases must not be counted against entitlements until the case is closed.
Requirements. Disputes
* Claim disputes must be categorized as low priority.
* The status for all disputed cases must be set to Review by a Manager before a disputed case may be closed.
Requirements. Knowledge base
* A knowledge base must be used as a repository for all answers.
* Representatives must be able to search the knowledge base when opening a new case for similar claims.
* Representatives must be able to search across all entities at all times.
* Searches must check any field in the entity for matches in a single search.
* Searches must return results in a single list and sort the list so that the most relevant results appear at the top of the list.
* Representatives must be able to link the knowledge base to cases when applicable.
* Representatives must create a new knowledge base article if an answer is not found in the existing knowledge base.
* Representatives must be able to use SQL-like syntax to search the knowledge base.
Requirements. Service-level agreements
When a customer calls to open a claim, the company must respond to the caller within the following time frames:
Requirements. Alerts
* Cases must be flagged when they are past the SLA threshold.
* An email alert must be sent to the manager to indicate an SLA noncompliance.
* An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.
* Send an email alert to support managers when disputes are ready to be closed.
* Send an email alert to customers when cases are closed.
Requirements. Issues
* The current process is all manual and not efficient.
* There is no easy way to determine whether the company is meeting its SLAs.
* Representatives are often inconsistent regarding how they handle customers and answer customer questions.
* There is no accountability for any of the representatives who take calls.
Drag and Drop Question
You need to ensure that customers cannot open more cases than they are allowed.
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/create-entitlement-define- support-terms-customer
NEW QUESTION 66
A client plans to implement a case resolution process.
Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 67
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.
- A. Social activity
- B. Letter
- C. Goal
- D. Rollup queries
- E. Case
Answer: A,B,E
NEW QUESTION 68
You are a Dynamics 365 for Customer Service administrator.
You need to implement queues to managecases.
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.
Answer:
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queuesmanage-ac
NEW QUESTION 69
You are a Dynamics 365 for Customer Service administrator.
You need to deactivate entitlements.
When should you deactivate entitlements? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
- A. A customer renews an entitlement for 100 more hours or one year.
- B. You need to add notes to the customer's entitlement.
- C. The customer must change remaining support hours from all email support to one-half email support and one-half phone support.
- D. A customer's entitlement has ended and no more support is desired.
- E. A customer calls and wants to know how many hours of support remain.
Answer: B,C
Explanation:
Section: Topic 3, Manage queues, entitlements, and SLAs
Explanation
NEW QUESTION 70
You are a help desk representative for an organization using Dynamics 365 Customer Service.
Users need to search within the system for similar cases. None of the out-of-the-box settings have been changed.
You need to determine which search features are available for use by default.
Which two search features are available? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
- A. Relevance Search
- B. Advanced Find
- C. Quick Find
- D. Full-text Quick Find
Answer: B,C
Explanation:
https://docs.microsoft.com/en-us/power-platform/admin/configure-relevance-search-organization
https://docs.microsoft.com/en-us/powerapps/user/search
NEW QUESTION 71
You are a customer service representative using Dynamics 365 for Customer Service.
You need to identify and eliminate duplicate cases.
What should you do?
- A. Use business rules
- B. Use parent-child case relationships
- C. Merge cases
- D. Configure Dynamics 365 AI for Customer Service
Answer: A
NEW QUESTION 72
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer.
You must display the question: Have you used the product before? If the response is Yes, you must display additional questions concerning the product. If the answer is No, you must display a different set of questions concerning other products.
You need to select a survey feature to use.
Which survey feature should you use?
- A. Answer tag
- B. Response routing
- C. Basic
- D. Piping
- E. List of ratings
Answer: B
Explanation:
Section: Topic 4, Configure Voice of the Customer
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advanced- survey#design-interactive-surveys-by-using-response-routing
NEW QUESTION 73
Drag and Drop Question
You are an Omnichannel supervisor for a company.
The company wants to deploy an Omnichannel Insights dashboard.
You need to set up and monitor KPIs.
In which section is each KPI located? To answer, drag the appropriate sections to the correct KPIs. Each section may be used once, more than once, of 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.
Answer:
Explanation:
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-insights-dashboard
NEW QUESTION 74
You are a Dynamics 365 forCustomer Service administrator.
Members of the customer support staff must not be available on public holidays in the year 2021.
You need to configure holiday schedules.
Which actions should you perform? To answer, select the appropriate options in theanswer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-holidayschedule
NEW QUESTION 75
You are creating a new survey with the Voice of the Customer Survey designer.
Which two statements regarding the Voice of the Customer Survey designer are true? Each correct answer presents a complete solution.
- A. The Complete page must always display last.
- B. Surveys can contain unlimited questions.
- C. The Welcome page must always display first.
- D. Surveys can have up to three pages.
Answer: A,C
Explanation:
https://neilparkhurst.com/2018/02/01/mb2-718-certification-microsoft-dynamics-365-customer- service-voice-of-the-customer-part-one/
NEW QUESTION 76
A client plans to implement a case resolution process.
Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 77
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.
Answer:
Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queuesmanage-activities-cases
NEW QUESTION 78
You are a Dynamics 365 system administrator.
Your customer service team must define goal metrics to track and measure all resolved cases.
You need to create a goal metric with a rollup field.
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.
Answer:
Explanation:
1 - Define the metric. ENter metric and amount data types.
2 - Creat a new rolluo field.
3 - Specify the rollup field to track against goals.
4 - Specify details about the source data the rolls up.
5 - Specify the date field that determines the goal period that the records will roll up into.
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/sales-enterprise/create-edit-goal-metric
NEW QUESTION 79
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.
- A. Set the Allow unsubscribe setting to Yes.
- B. Add an Unsubscribe check box after each question.
- C. Configure the survey to display when Dynamics 365 customers receive email and enable the Unsubscribe option.
- D. Give users the option to unsubscribe from different features of the survey.
Answer: A,C
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design- advanced-survey#add-the-unsubscribe-option-to-a-survey
NEW QUESTION 80
......
Updated Verified MB-230 Q&As - Pass Guarantee: https://www.getvalidtest.com/MB-230-exam.html
MB-230 Practice Exam Dumps - 99% Marks In Microsoft Exam: https://drive.google.com/open?id=1dX5yFIqjoh_ldaSW39nTYLDApxiVR4pV