Test Online Free Microsoft MB-230 Exam Questions and Answers

You are integrating Power Virtual Agents with Omnichannel for Customer Service.
You create context variables.
You need to complete the handoff process to a human agent.
Which three actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

DRAG DROP
A company has a Dynamics 365 Customer Service implementation that uses the voice channel feature.
Supervisors need to review reports to see how the representatives are performing on the following metrics:
• Percentage of calls that are answered within 30 seconds in the previous four hours.
• Number of calls that are rejected by each representative in the previous four hours.
You need to change the configuration of reports to ensure that they default to the requirements.
Which reports should you configure? To answer, drag the appropriate reports to the correct metrics. Each report 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.

DRAG DROP
A company is implementing Omnichannel for Customer Service.
You must set up the system to minimize human error and automate actions.
The requirements to set up the system are as follows:
• Representatives must create a new support record when a customer contacts them through chat.
• Knowledge base articles must open in a separate tab when representatives research answers.
• When a knowledge base article resolves a customer issue, representatives must send the article to the customer via chat.
You need to set up the macros.
Which macro type should you use? To answer, drag the appropriate macro types to the correct requirements. Each macro 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.

HOTSPOT
A company uses Dynamics 365 Customer Service to provide product support to customers.
Only employees are included in the company's Azure Active Directory.
You need to configure the system to meet the following requirements.
You must minimize the effort required to complete any required configuration tasks.
✑ Create a website for external customers to open support tickets and see the status of open issues.
✑ Ensure that customers are set up to use this website.
What should you configure? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

HOTSPOT
You are a Dynamics 365 for Customer Service administrator.
Members of the customer support staff must not be available on public holidays in the year 2021.
You need to configure holiday schedules.
Which actions should you perform? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

HOTSPOT
You need to determine the type of queues to create.
How should access to the queues be configured? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

You need to configure the system to notify managers about unhappy patients.
What should you do?

HOTSPOT
You need to decide which action is applicable in the SL

HOTSPOT
You are implementing Dynamics 365 for Customer Service.
You need to set up available working hours to help desk representatives who have varying schedules.
What should you do? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

Topic 2, Lamna HealthCare

Case study
This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.

To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.

At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.

To start the case study
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

Background
Lamna Healthcare Company provides health care services to communities across the region. The company provides telehealth services only and does not offer in-person appointments. The company has staff that speak English and Spanish.

The company is open from 8 AM to midnight Monday through Friday to provide services. Patients can make appointments by calling or using the internet. All appointments are conducted by phone or by using a computer.

Current environment. Services
Lamna provides two types of appointments: wellness and sick. A doctor and a nurse are scheduled for each sick appointment. A doctor or a nurse are scheduled for wellness appointments.

Current environment. Employees
General
Employees are located in the Pacific and Eastern time zones.

Case representatives
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.

All case representatives work eight-hour shifts. Case representatives typically focus on cases that involve one type of illness. The case representatives may back up others when call volumes are large.

Several case representatives speak both Spanish and English. The only company holidays the case representatives have off are New Year's Eve day and New Year's Day.

Customer satisfaction and escalation
Customer satisfaction representatives monitor all activity and ensure that there is a uniform process for all calls. Case managers schedule shifts and are a point of escalation.

Requirements. System and resources
✑ Each employee must use the system.
✑ Case managers must be users in the system but must not be available for the scheduling rotation or manually assigned.
✑ Patients must be offered at least three alternative times to schedule an appointment.

Requirements. Cases
✑ The system must support live chats, texting, and Twitter.
✑ Case representatives must be able to chat, text, and tweet without exiting the system they use to track calls.
✑ Case representatives must be able to chat live only with customers whose calls are routed or assigned to them.
✑ Managers must be able to monitor all communication as well as add or delete quick replies.
✑ Customer satisfaction representatives must be able to read agent scripts and workflows.
✑ A live chat must pop up each time someone fills out the form to register for an appointment. The live chat must automatically be sent to the case representative who is best qualified to answer the question.
✑ There are two type of queues: regular and escalated.
✑ Tickets must be routed to the most qualified representative for the illness.
✑ Tickets assigned to a representative must be automatically placed in that representative's queue.

Requirements. Chat escalation process
✑ Each division must have one manager for escalations.
✑ Patients who request an escalation from the website must automatically be routed to a chatbot. The patient will answer predefined questions and will be alerted that someone will call them back. Chat transcripts must be sent to the appropriate manager.
✑ Only escalations must go to the chat bot.
✑ You must create two types of Omnichannel queues: regular and escalated.
✑ Only managers must be able to access the Omnichannel Insights dashboard.

Requirements. Managers
✑ Managers must be able to review weekly productivity reports for representatives by using Omnichannel Insights dashboards.
✑ Managers must be able to monitor patient moods during patients’ conversations with representatives.
✑ Managers must be able to determine whether a patient is feeling negative during a live chat with a representative.

Requirements. Appointments
✑ Representatives must be able to schedule appointments and see everyone's free/busy time during their scheduled working hours.
✑ Appointments must be scheduled by representatives in open time slots for nurses and doctors.
✑ Nurses and doctors must be booked for 30-minute time slots.
✑ Patients must be offered at least three alternative times to schedule an appointment.

Requirements. Analytics
✑ You must implement Customer Insights to keep track of how well representatives are managing customers’ requests.
✑ Analytics must be viewable only in the production environment.
✑ You must ensure that only escalation managers can create workspaces and control access to workspaces
✑ Case representatives must be rated on knowledge of their primary specialty and their backup specialty.
✑ Case representatives must only be able to view workspaces.
✑ Managers must be able to review dashboards in the Chat channel to ensure that case representatives are meeting their objectives.

HOTSPOT
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.

You need to ensure users can search the knowledge base from a case record.
Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

A company has the following business units:
✑ Call center
✑ Customer service
✑ Digital response
✑ Escalation
The security roles have not been modified. The customer service business unit is the parent of all other business units. Each business unit has its own queues. Customer service cases are routed to the appropriate individuals by using the queues.
You need to ensure that a specific user within the customer service business unit can read all queues within the parent and child business units.
Which security role should you assign to the user?

DRAG DROP
You need to configure the system to store answers about claims.
Which four actions should you perform in sequence? To answer, move all actions from the list to the answer area and arrange them in the correct order.

Topic 5, Misc. Questions

HOTSPOT
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.

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.
Your company provides clients with Dynamics 365 for Customer Service Voice of the Customer employee satisfaction surveys. The company has a standardized set of survey questions named Satisfaction Survey.
You need to customize the survey for each client.
Solution: Clone the satisfaction survey and customize the questions.
Does the solution meet the goal?