Read MB-230 Free Dumps (Part 2, Q41-Q80) of V18.02 Online: Verify the Most Current Materials and Make Preparations

1. You need to implement a solution to provide the technician's utilization.

Which solution should you use?

2. You need to configure the SMS workstream.

What should you use?

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

Which security roles should you use?

4. DRAG DROP

You need to select the steps to create a new macro that will automate opening a new case creation form.

Which four actions should you recommend be performed in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

5. DRAG DROP

You need to identify the productivity tools to use for the agents.

Which tools should you use? To answer move the appropriate tools to the correct requirements. You may use each tool 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.

6. You need to add the French language as a new skill. Where should you add the language?

7. DRAG DROP

You need to select the minimum required security roles for sentiment analysis and Al suggestions for contacts in Teams.

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.

8. Topic 6, Fourth Coffee

Background

Current Environment

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.

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.

Requirements

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.

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.

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.

Support

• The solution must provide the following website features for external customers:

o Provide support to submit issues.

o 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.

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.

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 loT messages to flow to the device and back to the loT 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.

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.

You need to configure the chatbot.

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

9. You need to configure the chat channel.

What should you configure?

10. HOTSPOT

You need to configure the system to meet the requirements for external access and the portal.

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

11. You need to configure the Microsoft Copilot Studio chatbot.

What should you configure?

12. Topic 7, Misc. Questions

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: Set the input parameter type as Option set for the action.

Does the solution meet the goal?

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.

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?

14. 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: Create an action that generates a task record that is assigned to the case reviewer and appends the text Ready for review to the case topic.

Does the solution meet the goal?

15. 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?

16. 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?

17. 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?

18. HOTSPOT

You are a Dynamics 365 for Customer 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 the answer area. NOTE: Each correct selection is worth one point.

19. DRAG DROP

You are customizing a Dynamics 365 for Customer Service implementation.

The call center manager requires a visual representation that includes the number of resolved cases by month for each call center agent. The chart must be visible to all users within the service area.

You need to create the chart.

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.

20. 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.

21. 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.

22. HOTSPOT

You are a Dynamics 365 for Customer Service administrator.

You need to categorize activities and cases by using queues.

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

23. 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?

24. DRAG DROP

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.

25. Your organization plans to use Microsoft Power BI to access and analyze data in Dynamics 365 for Customer Service.

You need to configure a Power BI connection to a Dynamics 365 organization named Contoso.

Which service URL should you use?

26. HOTSPOT

You are a Dynamics 365 for Customer Service administrator. The organization has multiple business process flows for warranty management.

You need to manage business process flows.

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

27. HOTSPOT

You are implementing Dynamics 365 for Customer Service.

You need to set up available working hours to help desk representatives who have varying schedules.

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

28. HOTSPOT

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.

29. DRAG DROP

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.

30. 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?

31. HOTSPOT

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.

32. DRAG DROP

You are a Dynamics 365 for Customer Service administrator.

You need to import cases from a file without applying routing rules.

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.

33. HOTSPOT

You are using Dynamics 365 for Customer Service. You have existing routing rules.

You need to create a routing rule for cases and bulk-import cases.

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

34. DRAG DROP

A customer uses Dynamics 365 for Customer Service.

Customer service representatives must be able to create knowledge base articles.

You need to ensure that all knowledge base articles are submitted for review and approval before they are made available to use.

Which four actions must be performed in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

35. HOTSPOT

A company implements Dynamics 365 for Customer Service.

Which status reason is used for each case status? To answer, select the appropriate option in the answer area. NOTE: Each correct selection is worth one point.

36. You are a customer service representative using Dynamics 365 for Customer Service.

You need to identify and eliminate duplicate cases.

What should you do?

37. You are a system administrator for Dynamics 365 for Customer Service.

All child cases must inherit the product, customer name, case title, and case type from the parent case. Parent cases must not be closed until all child cases are closed. You need to configure cases.

What should you do?

38. 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.

39. You manage Dynamics 365 for Customer Service.

You need to configure automatic case creation for emails received by customers who have a support contract.

What should you do?

40. 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.