Microsoft Dynamics 365 Customer Service Functional Consultant - MB-230무료 덤프문제 풀어보기
You are an Omnichannel supervisor for an inbound call center.
The call center ' s customer service rating has decreased over the past few months.
You need to enable analysis to view real-time customer sentiment.
In which configuration area should you enable each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
The call center ' s customer service rating has decreased over the past few months.
You need to enable analysis to view real-time customer sentiment.
In which configuration area should you enable each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
정답:
Explanation:
You are creating an external-facing portal that uses capabilities of Dynamics 365 Customer Service.
When a case is closed, customers must receive an email that provides the ability to visit the knowledge base associated with the case.
You need to configure the system.
Which two options should you configure? Each correct answer presents part of a solution.
NOTE: Each correct selection is worth one point.
When a case is closed, customers must receive an email that provides the ability to visit the knowledge base associated with the case.
You need to configure the system.
Which two options should you configure? Each correct answer presents part of a solution.
NOTE: Each correct selection is worth one point.
정답: A,C
A company uses Omnichannel for Customer Service. An administrator creates a report. You must change reports to intraday insight reports without using customization. You need to determine why you are unable to switch to the intraday insight reports. What is the issue?
정답: B
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.
A company uses Dynamics 365 Customer Service Hub.
Customer service representatives must be able to perform a relevance search on name, phone number, email, and queue.
A customer service representative is not able to perform a relevance search for emails.
You need to ensure that the customer service representative can perform relevance searches for email addresses.
Solution: Enable smart matching.
Does the solution meet the goal?
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.
A company uses Dynamics 365 Customer Service Hub.
Customer service representatives must be able to perform a relevance search on name, phone number, email, and queue.
A customer service representative is not able to perform a relevance search for emails.
You need to ensure that the customer service representative can perform relevance searches for email addresses.
Solution: Enable smart matching.
Does the solution meet the goal?
정답: B
A company is Implementing Dynamics 365 Customer Service and Power Virtual Agents tor its support desk.
Supervisors hove the following information requirements:
* Topic analytics for all cases completed over the last year.
* Analytics for chatbot options chosen from past interactions with customers.
You need to configure the system to meet the requirements.
What should you enable in the configuration? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Supervisors hove the following information requirements:
* Topic analytics for all cases completed over the last year.
* Analytics for chatbot options chosen from past interactions with customers.
You need to configure the system to meet the requirements.
What should you enable in the configuration? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
정답:
Explanation:
You are implementing Omnichannel for Customer Service for a call center.
The call center manager needs to be able to track agents' performance.
You need to configure the intraday insights dashboard to meet the requirement.
Which configurations should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
The call center manager needs to be able to track agents' performance.
You need to configure the intraday insights dashboard to meet the requirement.
Which configurations should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
정답:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-intraday-dashboard-supervisor
A company is implementing Dynamics 365 Customer Service to support its help desk function. Customers will submit support request tickets by using a self-service portal. The portal will require them to state their contact details, postal address, and their problem.
The help desk teams are situated in Canada and India. The company distributes products globally.
The company requires a service-level agreement (SLA) that meets the following conditions:
* If the customer resides in Canada, their ticket must be responded to within an hour and resolved within three working days.
* If the customer resides anywhere else in the world, their ticket must be responded to within two hours and resolved within five working days.
* If a case for a customer outside of Canada is not resolved in time, an email must be sent to the global customer service manager.
* Both response time and resolved-by times must be tracked against all cases without using entitlements.
You need to configure the SLA.
On which records should you perform the actions? To answer, move the appropriate records to the correct actions. You may use each record once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.
The help desk teams are situated in Canada and India. The company distributes products globally.
The company requires a service-level agreement (SLA) that meets the following conditions:
* If the customer resides in Canada, their ticket must be responded to within an hour and resolved within three working days.
* If the customer resides anywhere else in the world, their ticket must be responded to within two hours and resolved within five working days.
* If a case for a customer outside of Canada is not resolved in time, an email must be sent to the global customer service manager.
* Both response time and resolved-by times must be tracked against all cases without using entitlements.
You need to configure the SLA.
On which records should you perform the actions? To answer, move the appropriate records to the correct actions. You may use each record once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.
정답:
Explanation:
You implement Dynamics 365 Customer Service for a call center.
The call center supervisor has the following requirements for the Customer Service workspace functionality:
* Automate agents ' repetitive tasks.
* Enable agents to share knowledge articles with customers.
You need to ensure that the implementation meets the requirements.
Solution: Create a macro with a Power Automate flow connector.
Does the solution meet the goal?
The call center supervisor has the following requirements for the Customer Service workspace functionality:
* Automate agents ' repetitive tasks.
* Enable agents to share knowledge articles with customers.
You need to ensure that the implementation meets the requirements.
Solution: Create a macro with a Power Automate flow connector.
Does the solution meet the goal?
정답: B
A company implements Dynamics 365 Customer Voice.
When the company deploys an application at the end of a project users are unable to distribute surveys.
You need to assign users to the appropriate role so they can distribute the survey You must adhere to the principle of least privilege. To which role should you assign the users?
When the company deploys an application at the end of a project users are unable to distribute surveys.
You need to assign users to the appropriate role so they can distribute the survey You must adhere to the principle of least privilege. To which role should you assign the users?
정답: C
You are customizing a Dynamics 36S Customer Service implementation for a company.
The company ' s support center wants to open a chat channel in a Power Apps portal for their partners.
You need to add a chat widget in the portal.
What should you do?
The company ' s support center wants to open a chat channel in a Power Apps portal for their partners.
You need to add a chat widget in the portal.
What should you do?
정답: B