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Dynamics 365 for Customer Service Functional Consultant Associate
MB-230
Microsoft Dynamics 365 for Customer Service Questions and Answers

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Viewing questions 81-90 out of questions

Questions # 81:

You need to select the feature for each parameter.

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

NOTE: Each correct selection is worth one point.

Question # 81

Options:

Answer

Answer:

Explanation

[Reference:, https://docs.microsoft.com/en-us/dynamics365/customer-service/create-operating-hours, , ]

Questions # 82:

You need to configure the options for the schedule.

Which options should you configure? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Question # 82

Options:

Answer

Answer:

Explanation

[Reference:, https://docs.microsoft.com/en-us/dynamics365/customer-service/resources-service-scheduling, , , ]

Questions # 83:

You need to set up users with permissions to use the digital messaging channels.

Which role should you assign to each user? To answer, drag the appropriate roles to the correct groups of users. Each role 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.

Question # 83

Options:

Answer

Answer:

Explanation

Box 1: Omnichannel supervisor

Case managers schedule shifts and are a point of escalation.

Omnichannel supervisor: Required for performing supervisor tasks.

Businesses need to monitor and manage the efficiency levels of agents in their ongoing conversations with customers. The enhanced supervisor experience provides supervisors with timely insights and metrics on the efficiency of the service delivery of agents and opportunities to help agents deliver better support to customers.

In this enhancement to the supervisor experience in Omnichannel for Customer Service, supervisors can:

Drill down to specific agents and look at their operational metrics.

Manage agent availability remotely.

Box 2: Omnichannel agent

Case representatives handle incoming calls, provide information to patients for appointments, and schedule follow-up calls with doctors. Case representatives can also help with people who want to chat online.

Omnichannel agent: Required for performing agent tasks.

As an Omnichannel agent, you can use queues to manage the work items that are assigned to you via queues. Therefore, you can focus on the tasks at hand and ensure better customer service. The application empowers you to work on simultaneous conversations with multiple customers. You get a holistic view of a customer ' s data and can see the details of the customer ' s previous interactions. In this way, you can be sure that you have all the available information that you might need to resolve the customer ' s issue.

Box 3: Productive tools user

Customer satisfaction representatives monitor all activity and ensure that there is a uniform process for all calls.

Productivity tools user: Required by users of Dynamics 365 Productivity Tools.

Agent productivity tools use intelligence and automation to enable agents to find answers to customer questions and help resolve customer issues quickly, thereby improving satisfaction in service delivery.

Incorrect:

Not Productivity tools administrator:

Productivity tools administrator: Required by administrator users of Dynamics 365 Productivity Tools.

[Reference:, https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-agent-overview, https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave1/dynamics365-customer-service/omnichannel-supervisor-experience-enhancements, https://docs.microsoft.com/en-us/dynamics365-release-plan/2021wave1/service/dynamics365-customer-service/agent-productivity, , ]

Questions # 84:

You need to configure OmniChannel to route correctly.

Which options should you use? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Question # 84

Options:

Answer

Answer:

Explanation

Box 1: Two

You must create two types of Omnichannel queues: regular and escalated.

Box 2: Add a routing rule for a push on owner assignment in Omnichannel

Tickets assigned to a representative must be automatically placed in that representative ' s queue.

A customer initiates a conversation from the portal, and the conversation reaches the Omnichannel system. Now, based on the routing rules condition defined in the routing system, it starts routing the conversation to the appropriate queues.

When the conversation reaches to the queues, the work assignment system assigns the conversation based on triggers.

[Reference:, https://docs.microsoft.com/en-us/dynamics365/customer-service/routing-work-distribution-oca, ]

Questions # 85:

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

What should you do?

Options:

Configure Omnichannel Insights.

Set a routing rule for escalations.

Change the value of the Monitor real-time customer sentiment option to Yes .

Answer

Explanation

[Reference:, https://docs.microsoft.com/en-us/dynamics365/customer-service/oc-monitor-real-time-customer-sentimentsessions, ]

Questions # 86:

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

Options:

Tier 1 dashboard

Agent Insights

Connected Customer Service dashboard

Customer Service Performance dashboard

Answer

Explanation

[Reference:, https://docs.microsoft.com/en-us/dynamics365/customer-service/intraday-agents-insights, , ]

Questions # 87:

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?

Options:

Answer

Explanation

[Reference:, https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-termscustomer, ]

Questions # 88:

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.

Question # 88