MB-230 無料問題集「Microsoft Dynamics 365 Customer Service Functional Consultant」
A company uses Dynamics 365 Customer Service.
Help desk representatives must be able to open multiple sessions. Each representative must have the same application experience when logging into the application. Agents must provide a standard response depending on what the customer issue is when someone calls in for support. The standardized response must use the same language each time.
You need to configure the required features.
What should you configure? To answer drag the appropriate configurations to the correct requirements. Each configuration 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.
Help desk representatives must be able to open multiple sessions. Each representative must have the same application experience when logging into the application. Agents must provide a standard response depending on what the customer issue is when someone calls in for support. The standardized response must use the same language each time.
You need to configure the required features.
What should you configure? To answer drag the appropriate configurations to the correct requirements. Each configuration 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：
You need to build a personal dashboard that displays the following charts and views:
Charts:
Number of cases by owner and priority
Products with most cases opened
Views:
Display the number of cases opened in a seven-day period
Display the number of escalated cases
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.
Charts:
Number of cases by owner and priority
Products with most cases opened
Views:
Display the number of cases opened in a seven-day period
Display the number of escalated cases
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 - Create the charts and views necessary to see the data requested.
2 - Open Dashboards and select New.
3 - Create a two-column regular dashboad.
4 - Select the graph icon to insert the charts and veiws needed in the sections of the dashboard.
Reference:
https://docs.microsoft.com/en-us/powerapps/user/track-your-progress-with-dashboard-and-charts
You are implementing Omnichannel for Customer Service for a company. The company has the following requirements:
* Initial conversations must be assigned to Power Virtual Agents chatbots.
* If a conversation needs to be escalated, it must be assigned to a human agent
* The chatbot and human agents must be in the same queue
You need to complete the implementation to meet the requirements.
What must the chatbot capacity as compared to the agents' capacity?
* Initial conversations must be assigned to Power Virtual Agents chatbots.
* If a conversation needs to be escalated, it must be assigned to a human agent
* The chatbot and human agents must be in the same queue
You need to complete the implementation to meet the requirements.
What must the chatbot capacity as compared to the agents' capacity?
正解：A
解答を投票する
Your company uses Dynamics 365 Customer Service.
The company wants to send a customer survey to each customer when a case is closed. The survey must include the following:
* An area with a list of questions that rate the answers as poor, average, or great.
* A question that rates whether the customer would recommend your company to others.
The company wants to exclude symbols from any of the question types.
You need to configure the question types.
Which question type should you use? To answer, drag the appropriate question type to the correct requirement. Each question 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.
The company wants to send a customer survey to each customer when a case is closed. The survey must include the following:
* An area with a list of questions that rate the answers as poor, average, or great.
* A question that rates whether the customer would recommend your company to others.
The company wants to exclude symbols from any of the question types.
You need to configure the question types.
Which question type should you use? To answer, drag the appropriate question type to the correct requirement. Each question 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：
You are customizing an Omnichannel for Customer Service implementation.
Customers take a pre-chat survey on a chat widget on the portal. Customers are required to accept the portal's privacy policy before they can take the survey.
A call center manager wants to auto pick account or contact information for customer service agents based on the survey.
You need to configure the pre-chat survey question field to meet the requirements.
Which option should you select for each pre-chat survey question field? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Customers take a pre-chat survey on a chat widget on the portal. Customers are required to accept the portal's privacy policy before they can take the survey.
A call center manager wants to auto pick account or contact information for customer service agents based on the survey.
You need to configure the pre-chat survey question field to meet the requirements.
Which option should you select for each pre-chat survey question field? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
正解：
You are setting up knowledge management in Dynamics 365 Customer Service.
Management wants to view the statistics on which keywords are searched the most by agents when they use the knowledge base. You need to ensure that management can view the top search words. Which two steps should you configure? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.
Management wants to view the statistics on which keywords are searched the most by agents when they use the knowledge base. You need to ensure that management can view the top search words. Which two steps should you configure? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.
正解：C、E
解答を投票する
A company has satellite offices that service local areas.
Each office must have full control over its own resources.
You need to configure the organizational units to reflect the satellite office structure.
Which entities should you use to relate to the organizational units? To answer, select the appropriate options in the answer area.
Each office must have full control over its own resources.
You need to configure the organizational units to reflect the satellite office structure.
Which entities should you use to relate to the organizational units? To answer, select the appropriate options in the answer area.
正解：
A company uses Dynamics 365 Customer Service with loT devices.
A user with permissions set to use the Customer Service app attempts to connect an loT device. The user receives an error that states they are not authorized to add this device.
You need ensure that the user can add the device. You must use the principle of least privileged access.
Which two roles should you assign to the user? Each correct answer presents part of the solution NOTE: Each correct selection is worth one point.
A user with permissions set to use the Customer Service app attempts to connect an loT device. The user receives an error that states they are not authorized to add this device.
You need ensure that the user can add the device. You must use the principle of least privileged access.
Which two roles should you assign to the user? Each correct answer presents part of the solution NOTE: Each correct selection is worth one point.
正解：A、B
解答を投票する
You create an loT Central application to integrate with Dynamics 365 Customer Service Connected Customer Experience.
You need to configure the application.
Which features should you use' To answer, drag the appropriate features to the correct requirements. Each feature may be used once, more than once, or not at all. You may need to drag the split ha* between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
You need to configure the application.
Which features should you use' To answer, drag the appropriate features to the correct requirements. Each feature may be used once, more than once, or not at all. You may need to drag the split ha* between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
正解：
A company installs and services air filtering units for industrial manufacturing plants. The company is implementing Dynamics 365 Customer Service.
Each regional location has only two advanced diagnostic units. The company charges customers a higher rate when the company uses a unit.
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.
Each regional location has only two advanced diagnostic units. The company charges customers a higher rate when the company uses a unit.
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.
正解：
A company uses Dynamics 365 Customer Service. The manufacturing company has several locations and 10 repair technicians The company is implementing scheduling The company must ensure that the correct repair technicians with the correct tools go to the facility closest to them.
You need to identify the valid resources.
Which two options are valid resources? Each correct answer presents a complete solution NOTE: Each correct selection is worth one point.
You need to identify the valid resources.
Which two options are valid resources? Each correct answer presents a complete solution NOTE: Each correct selection is worth one point.
正解：C、E
解答を投票する