MB-230 無料問題集「Microsoft Dynamics 365 Customer Service Functional Consultant」
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.
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.
正解：
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
A credit card company uses Dynamics 365 Customer Service. Agents receive conversations through Omnichannel for Customer Service.
A browser-based internal application Drawees, a history of a customer's payments and credit scores, Vou create an application tab template for the internal application.
if a customer requests a credit limit increase, the agent must use the internal application within Omnichannel for Customer Service to determine eligibility.
Because the internal application requires; maximum) screen space, communications with customers must remain hidden. The internal application must be displayed on the anchor tab.
Once an eligibility check is performed the agent must be able To- chat with the customer again.
You need to create a session template for the company.
How should you configure each area at the template? To answer., select the appropriate options in the answer are a. NOTE: Each correct selection is worth one point.
A browser-based internal application Drawees, a history of a customer's payments and credit scores, Vou create an application tab template for the internal application.
if a customer requests a credit limit increase, the agent must use the internal application within Omnichannel for Customer Service to determine eligibility.
Because the internal application requires; maximum) screen space, communications with customers must remain hidden. The internal application must be displayed on the anchor tab.
Once an eligibility check is performed the agent must be able To- chat with the customer again.
You need to create a session template for the company.
How should you configure each area at the template? To answer., select the appropriate options in the answer are a. NOTE: Each correct selection is worth one point.
正解：
A company has a Customer Service deployment. The company plans to implement the following:
* Al suggestions for contacts in Teams.
* Training information about the capabilities of suggestions.
You need to identify the scenarios where the relevant contacts will be provided to users. Solution: The similarity level of similar cases to the active case. Does the solution meet the goal?
* Al suggestions for contacts in Teams.
* Training information about the capabilities of suggestions.
You need to identify the scenarios where the relevant contacts will be provided to users. Solution: The similarity level of similar cases to the active case. Does the solution meet the goal?
正解：B
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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.
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.
正解：
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-operating-hours
A company deploys Dynamics 365 Customer Service. The company plans to use IoT to collect information about manufacturing equipment.
Work orders must be automatically generated when malfunctions are detected to ensure that malfunctions are corrected quickly.
You need to design a Connected Customer Service solution.
What should you use? To answer, drag the appropriate implementation types to the correct requirements. Each implementation 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.
Work orders must be automatically generated when malfunctions are detected to ensure that malfunctions are corrected quickly.
You need to design a Connected Customer Service solution.
What should you use? To answer, drag the appropriate implementation types to the correct requirements. Each implementation 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.
正解：
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-overview
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?
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?
正解：B
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You are a system administrator for Dynamics 365 Customer Service. In the default account form, you create an escalation column as a choice of Yes/No.
The main account form must have a column of escalation paths. The column must be hidden if the escalation column is set to No. If the escalation column is set to Yes, the escalation path column must be displayed and filled out.
You need to configure the form.
What should you configure?
The main account form must have a column of escalation paths. The column must be hidden if the escalation column is set to No. If the escalation column is set to Yes, the escalation path column must be displayed and filled out.
You need to configure the form.
What should you configure?
正解：C
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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 implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2.
You need to set up the queues to meet the following requirements:
Users must have their own queues that no one else can access.
Users must not be able to view each other's queue.
Users must be able to work from the support queue.
Solution:
Set up each user queue to be private.
Set up level1 and level2 queues to be public and add applicable members.
Set up the support queue to be public.
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.
You are implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2.
You need to set up the queues to meet the following requirements:
Users must have their own queues that no one else can access.
Users must not be able to view each other's queue.
Users must be able to work from the support queue.
Solution:
Set up each user queue to be private.
Set up level1 and level2 queues to be public and add applicable members.
Set up the support queue to be public.
Does the solution meet the goal?
正解：B
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解説: (JPNTest メンバーにのみ表示されます)
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?
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?
正解：B
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You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer.
You must display the question: Have you used the product before? If the response is Yes, you must display additional questions concerning the product. If the answer is No, you must display a different set of questions concerning other products.
You need to select a survey feature to use.
Which survey feature should you use?
You must display the question: Have you used the product before? If the response is Yes, you must display additional questions concerning the product. If the answer is No, you must display a different set of questions concerning other products.
You need to select a survey feature to use.
Which survey feature should you use?
正解：C
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解説: (JPNTest メンバーにのみ表示されます)
You are using Dynamics 365 Customer Service to create and activate entitlements.
Customer service representatives state that the entitlement status is set to Waiting, and they cannot use the entitlement. You must ensure customer service representatives can use the entitlement.
You need to identify the entitlement issue.
What is the cause of the issue?
Customer service representatives state that the entitlement status is set to Waiting, and they cannot use the entitlement. You must ensure customer service representatives can use the entitlement.
You need to identify the entitlement issue.
What is the cause of the issue?
正解：D
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解説: (JPNTest メンバーにのみ表示されます)
You are an administrator of a Dynamics 365 Customer Service system for a computer support company.
Team members must handle cases as follows:
A case for a new customer follows a different process than for a returning customer.
A case for a returning customer who has a contract follows a different process than for a customer who is pay as you go.
All cases must be researched and resolved.
Cases must be handled in a manner that is simple to maintain.
You need to ensure that all team members follow the same process for handling cases.
What should you do?
Team members must handle cases as follows:
A case for a new customer follows a different process than for a returning customer.
A case for a returning customer who has a contract follows a different process than for a customer who is pay as you go.
All cases must be researched and resolved.
Cases must be handled in a manner that is simple to maintain.
You need to ensure that all team members follow the same process for handling cases.
What should you do?
正解：D
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解説: (JPNTest メンバーにのみ表示されます)
You need to identify who has access to the Schedule tab and the name of the table that should be used.
Which components should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Which components should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
正解：
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.
* 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.
正解：
A company wants to use Power Virtual Agents chatbots to enable customers to solve their own issues whenever possible. You create knowledge base articles.
You must ensure that the new articles are available through the chatbot.
You need to define the steps to integrate knowledge management with the chatbot.
Which four 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.
You must ensure that the new articles are available through the chatbot.
You need to define the steps to integrate knowledge management with the chatbot.
Which four 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.
正解：
1 - Publish knowledge articles to a portal created in Power Apps
2 - Create a topic for the Power Virtual Agents bot, and add an action.
3 - Use a Power Automate template to add the solution to the chatbot
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/integrate-km-with-pva
A company uses Dynamics 365 Customer Service.
The schedule shows working intervals of 45 minutes. The intervals cause customer service representatives to have too much free time during working hours. The company wants to change the intervals to every 30 minutes.
You need to configure the intervals.
What should you configure?
The schedule shows working intervals of 45 minutes. The intervals cause customer service representatives to have too much free time during working hours. The company wants to change the intervals to every 30 minutes.
You need to configure the intervals.
What should you configure?
正解：D
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解説: (JPNTest メンバーにのみ表示されます)
You need to choose the appropriate actions when using the knowledge base.
Which actions should you choose? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Which actions should you choose? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
正解：
