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NEW QUESTION # 95
You need to configure entitlements for contracts.
What should you use? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Box 1: 25
Customers must have contracts that allow them to call Lamna Healthcare 10 times a year for help.
In addition to the 10 free calls, customers must be able to send 15 emails a year for support.
If you want to restrict support through the phone channel to 80 hours and email to 20 hours, create individual entitlement channel records and add their total terms.
Box 2: Entitlement Channel
The Entitlement Channel section specifies the support channel through which the customer can reach the organization and seek support.
Use this section to define the channels your customers are entitled to and track the customer support term for each channel. For example, you can add phone and email as the channels through which you'll offer support.
If you want to restrict support through the phone channel to 80 hours and email to 20 hours, create individual entitlement channel records and add their total terms.
Box 3: Auto-calculate
The remaining term is auto-calculated and shows the total number of hours or cases remaining for the customer's entitlement.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-custom
NEW QUESTION # 96
A company implements Dynamics 365 Customer Voice. The company sends out customer satisfaction surveys. The service team creates one survey from a blank project and others from a predefined project template.
When the company receives all the survey responses, a member of the service team must analyze the results.
The member must calculate satisfaction scores to help the service manager identify required efficiency changes for the department.
You need to determine which type of satisfaction metrics to use.
Which metrics should you use? To answer, drag the appropriate metrics to the correct scores. Each metric 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
Box 1: Net Promoter Score
Net Promoter Score (NPS): NPS is a metric used to measure customer loyalty. The score is calculated from the NPS-type question by using a scale from 0 through 10. The respondents are grouped as follows:
Detractors are those who respond with a score from 0 through 6.
Passives are those who respond with a score of 7 or 8.
Promoters are those who respond with a score of 9 or 10.
NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. The score is a number that can range from -100 to 100.
Box 2: Customer Satisfaction Score
Customer Satisfaction (CSAT): CSAT is a metric used to measure the level of satisfaction customers have with a product or a service. CSAT is measured by responses to rating-type questions. The CSAT score is calculated on a scale of 1 to 5. If you create a question on a scale other than 1 to 5, the CSAT score is normalized as per the 1 to 5 scale. This helps in comparing various CSAT scores.
Incorrect:
Sentiment: Sentiment is a metric used to identify customer sentiment toward a product or a service. Sentiment groups the responses to a text-based question as positive, negative, or neutral.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-voice/satisfaction-metrics
NEW QUESTION # 97
A company uses Omnichannel for Customer Service.
The company has the following requirements for their agents' conversations with customers:
* Agents must verify a customer's information when a chat starts.
* Auto search must be enabled for knowledgebase articles based on case title.
You need to enable agent scripts.
Which action types should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
Box 1: Automation
The automation dictionary maintains the contextual data for sessions. You can use the keys from the automation dictionary to pass the parameter in an action.
While creating templates and macros in the admin app, you can pass parameter keys such as title of a session, title of notification, title of an application tab template, and custom parameter values for application tab types.
These keys are replaced based on the contextual information available at the time of execution.
Box 2: Macro
Automate tasks with macros
Overview of macros
In the customer service industry, agents have to click often to perform simple tasks, such as open a form, fill, and save it, and many repetitive and monotonous actions, such as greeting and verifying a customer, sending acknowledgment mail, and taking notes. These clicks and repetitive tasks can lead to human errors when agents copy and paste the data across different operations.
Macros are a set of sequential actions that are performed by a user. They enable users to perform daily operations efficiently in a fast and process-compliant manner. You can reuse macros with different sessions based on the context parameters that are specific to the session.
The value propositions of the macros are as follows:
* Automate repetitive and monotonous tasks with a single click.
* Minimize human errors.
* Adhere to business processes.
* Lower average handling time.
* Improve customer satisfaction.
* Create contextual and reusable macros.
Reference:
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/automation-dictionary-keys
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/macros
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/smart-assist
NEW QUESTION # 98
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.
Hotspot Question
You need to configure the correct settings.
Which settings should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 99
You are an Omnichannel supervisor for a company.
The manager wants to improve response times and customer satisfaction.
You need to configure Omnichannel queues using standard functionality.
Which capabilities should you enable? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
NEW QUESTION # 100
You need to create the SLAs.
Which three SLAs should you create? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
- A. SLA with 6 hours as the failure time and a one-hour warning
- B. SLA with one hour as the failure time and no warning
- C. SLA with 6 hours as the failure time and no warning
- D. SLA with 24 hours as the failure time and no warning
- E. SLA with 24 hours as the failure time and a two-hour warning
Answer: A,B,E
Explanation:
An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.
NEW QUESTION # 101
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:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queuesmanage-ac
NEW QUESTION # 102
A service manager discovers a high number of cases in the agent queues. Cases are created manually but can be reassigned using a workflow or custom API.
The manager needs to know whether cases are getting duplicated because of simultaneous case creation or simultaneous case assignment.
You need to identify the number of cases that are created in each scenario.
How many cases are created? To answer, drag the appropriate cases created options to the correct simultaneous actions. Each cases created option 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:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases
NEW QUESTION # 103
A company is implementing Dynamics 365 Customer Service. The company installs and services air filtering units for industrial manufacturing plants.
Schedulers must be able to do the following:
Schedule resources to start appointments every 90 minutes.
View available resources within the first, second, and third shifts.
You need to configure the system to optimize work scheduling.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Box 1: Fulfillment preferences
Fulfillment preferences are customizable entities that let you choose how schedule assistant results are displayed, like with neat hourly appointments or morning and afternoon time windows.
By default, the schedule assistant displays results based entirely on resource schedules and the earliest available time, such as 10:39 AM. With fulfillment preferences set to hourly, the same resource's availability shows as 11:00 AM. This makes it simpler for the scheduler to view and understand availability and communicate it to the customer.
Box 2: Time group
Time groups enable schedulers to search and view results as blocks of time when using the schedule assistant.
Typical examples include mornings, afternoon, nights, and 2-hour windows. Unlike intervals, time groups do not dictate the start time of subsequent bookings. Time groups organize results, but leave the start time/arrival time as-is, based on the particular resource's schedule.
When a time group is created for morning (8:00 AM to 12:00 PM) the schedule assistant will display a resource's earliest availability within the defined morning bucket. Results will show a list of possible resources to start at 8:32 AM, 9:07 AM, and 11:23 AM, and all results will appear within the "morning" time group because the start times fall within the 8:00 AM to 12:00 PM time group.
Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/set-up-time-groups
NEW QUESTION # 104
You need to ensure that claim disputes conform to the defined case life cycle.
What should you configure?
- A. Subject
- B. Status Reason Transition
- C. Timeline
- D. Case Relationships
- E. Related cases
Answer: B
NEW QUESTION # 105
You need to configure the system to meet the three-day and seven-day timeframes.
What should you configure?
- A. Entitlement conditions
- B. Workflows
- C. Service Level Agreement conditions
- D. Power Automate
Answer: C
NEW QUESTION # 106
Hotspot Question
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.
Answer:
Explanation:
NEW QUESTION # 107
You are implementing Omnichannel for Customer Service for a hospital.
Each customer service agent has a chat capacity of 200.
The implementation requirements are as follows:
Each agent can take no more than two chats at a time.
A new conversation must auto assign to an available agent.
You need to select the conversation options to meet the requirements.
Which options should you configure?
Answer:
Explanation:
Explanation
Graphical user interface, table Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/unified-routing-work-distribution
NEW QUESTION # 108
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?
- A. VoC - Process NPS Response
- B. VoC - Process Face Response
- C. VoC - Close Survey Activity
- D. VoC - Process Survey Response
Answer: D
Explanation:
Section: Topic 4, Configure Voice of the Customer
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/plan-survey
NEW QUESTION # 109
You must set up the following:
A work stream must be configured to use Twitter.
The cases must automatically go to the next available sales representative.
Any existing case that comes in must be assigned automatically to the sales representative who worked on the case originally.
You need to choose the correct setting.
Which setting should you use? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Graphical user interface, application Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/channels
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entity-workstream
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams
NEW QUESTION # 110
A company uses Dynamics 365 Customer Service. The company installs Dynamics 365 Customer Service Insights.
The company wants to use dashboards to report phone calls and emails to monitor the productivity of representatives.
You need to perform the configuration.
Which configuration should you use? To answer, select the appropriate configurations in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Box 1: Go to the Dynamics 365 Customer Service URL and choose the Dynamics 365 Customer Service Insights dashboard.
Customer Service Insights is now embedded in Dynamics 365 Customer Service. After it is enabled, this experience allows you to start seeing historical analytics directly within the Customer Service environment.
Several reports and dashboards can be viewed by your management team.
Box 2: Channel
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/introduction-customer-service-analytics
NEW QUESTION # 111
You are implementing Dynamics 365 Customer Service Workspaces for your company's help desk without additional software. Help desk representatives must be able to open multiple sessions. The configuration has the following requirements:
* Ensure each helpdesk representative has the same user experience when togging into the application.
* Customer records must automatically open when a helpdesk representative opens a case.
You need to configure the help desk settings.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
NEW QUESTION # 112
A company is implementing Dynamics 365 Customer Service. The company installs and services air filtering units for industrial manufacturing plants.
Schedulers must be able to do the following:
Schedule resources to start appointments every 90 minutes.
View available resources within the first, second, and third shifts.
You need to configure the system to optimize work scheduling.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Box 1: Fulfillment preferences
Fulfillment preferences are customizable entities that let you choose how schedule assistant results are displayed, like with neat hourly appointments or morning and afternoon time windows.
By default, the schedule assistant displays results based entirely on resource schedules and the earliest available time, such as 10:39 AM. With fulfillment preferences set to hourly, the same resource's availability shows as 11:00 AM. This makes it simpler for the scheduler to view and understand availability and communicate it to the customer.
Box 2: Time group
Time groups enable schedulers to search and view results as blocks of time when using the schedule assistant.
Typical examples include mornings, afternoon, nights, and 2-hour windows. Unlike intervals, time groups do not dictate the start time of subsequent bookings. Time groups organize results, but leave the start time/arrival time as-is, based on the particular resource's schedule.
When a time group is created for morning (8:00 AM to 12:00 PM) the schedule assistant will display a resource's earliest availability within the defined morning bucket. Results will show a list of possible resources to start at 8:32 AM, 9:07 AM, and 11:23 AM, and all results will appear within the "morning" time group because the start times fall within the 8:00 AM to 12:00 PM time group.
Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/set-up-time-groups
NEW QUESTION # 113
You use Dynamics 365 for Customer Service.
You need to merge cases.
What is the outcome for the merge process? To answer, select the appropriate configuration in the answer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 114
You need to configure the system to meet the three-day and seven-day timeframes.
What should you configure?
- A. Entitlement conditions
- B. Workflows
- C. Service Level Agreement conditions
- D. Power Automate
Answer: C
Explanation:
Cases that come in as phone calls must be resolved with seven business days.
Cases that come in as emails must be resolved within three business days.
Note: Service-level agreements (SLAs) enable businesses to track support policies and ensure customers are being supported per the support policy to which they are entitled. Businesses use SLAs to govern support products that customers either receive as part of their purchase or add on to their purchase. SLAs include policy details such as how quickly a customer is entitled to receive support, how many support requests a customer can make, and how long after purchases a customer can be supported as part of the agreement.
Note 2: Create SLAs to define conditions and actions that are applicable when an SLA is applied to an entity.
The following steps are involved in creating the SLA:
* Create an SLA.
* Create an SLA item.
* Configure actions for the SLA item.
* Activate the SLA.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements
NEW QUESTION # 115
A company uses Dynamics 365 Customer Service.
Agents note that when a customer calls, they are unable to view all activities associated with the customer and the customer's company.
Agents must be able to view tasks, appointments, phone calls, emails, notes, and system and user posts.
You create a model-driven app to display the information.
You need to configure the model-driven app main form.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
- A. Use a Quick view control.
- B. Set the Regarding column to the Contact table.
- C. Use a Timeline control.
- D. Set the Regarding column to the Account table.
- E. Use a card form.
Answer: C,E
NEW QUESTION # 116
Hotspot Question
You are implementing Omnichannel for Customer Service for a company.
The company has the following requirements:
- The Knowledgebase article search tab must open when a new chat
conversation begins.
- The Chat Session template must be in expanded mode for the agents.
You need to complete the implementation to meet the requirements.
Which configuration should you use for each requirement? To answer, select the appropriate options in the answer area.
Answer:
Explanation:
NEW QUESTION # 117
......
Microsoft Dynamics 365 is a cloud-based business application platform that has been designed to provide businesses with a comprehensive and integrated set of tools for managing their operations. One of the most important modules of this platform is the Dynamics 365 Customer Service, which enables businesses to deliver exceptional customer service and support. To become proficient in this module, Microsoft offers the MB-230 exam, which is a certification exam for Microsoft Dynamics 365 Customer Service Functional Consultants.
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