Microsoft MB-230 Exam Questions Free Practice Test

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Viewing questions 11-20 out of questions

Questions # 11:

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.

Options:

Add an Unsubscribe check box after each question.

Set the Allow unsubscribe setting to Yes.

Give users the option to unsubscribe from different features of the survey.

Configure the survey to display when Dynamics 365 customers receive email and enable the Unsubscribe option.

Expert Solution

Questions # 12:

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.

Question # 12

Expert Solution

Questions # 13:

You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer (VoC).

You need to ensure that VoC survey responses trigger an escalation in support.

Which workflow should you use?

Options:

VoC – Process Survey Response

VoC – Close Survey Activity

VoC – Process NPS Response

VoC – Process Face Response

Expert Solution

Questions # 14:

A company has a Customer Service deployment.

The company plans to enable Al suggestions for article keywords and descriptions on a custom form. You add the Keywords and Description Suggestion control to the form. You need to add a control to the form. Which control should you use?

Options:

Customer 360

Ranking Tab

Unified Config

Assistant Studio Custom

Knowledge Suggestion Section

Expert Solution

Questions # 15:

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.

Expert Solution

Questions # 16:

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 # 16

Expert Solution

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 # 17:

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 # 17