Question 81 · 187 in bank
You manage Dynamics 365 for Customer Service. You need to configure automatic case creation for emails received by customers who have a support contract. What should you do?
Show answer
Answer: D
Microsoft Dynamics 365 Customer Service Functional Consultant187 questions across 19 pages are complete and free, with no account or card.
187 questions in this bank
Free access · progress saved on this device
You manage Dynamics 365 for Customer Service. You need to configure automatic case creation for emails received by customers who have a support contract. What should you do?
Answer: D
Your company makes use of Dynamics 365 for Customer Service. You employed as a customer service representative. You have been given the task of managing several lists of cases. You want to create a list of cases that are open for a month. Which of the following actions should you take?
Answer: C
You are a Dynamics 365 for Customer Service administrator. You have been tasked with making sure that cases are automatically created for emails received by clients in possession of a support contract. You have created an automatic record creation and update rule. Which two of the following actions should you take NEXT?
Answer: AD
A company sells and services bicycles. The company uses Dynamics 365 Sales and Dynamics 365 Customer Service. You create a custom table named Bicycle. A user tries to create a personal view with information from the Bicycle table. The user wants to add customer information from the Account table, but the columns are unavailable. You need to make the Account columns available to the Bicycles table. What should you configure?
Answer: A
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?
Answer: B
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 - Lucerne Publishing is a publishing company in Canada. The company publishes books for higher education. It also invests in multiple cloud-based solutions to support the customer service, publishing, and sales departments. Current Environment - Lucerne Publishing uses the following: • The Customer Service app for the publishing customer service division. • Omnichannel capabilities in the Customer Service app. • Third-party apps for e-commerce so students and parents can order books or courses online. • Customer service agents as the representatives who will resolve customers issues using various channels. • Resident employees who work for Lucerne Publishing and live in the buildings inside the business center. • A technician dispatch team that includes dispatchers who review and schedule work orders and assign the work orders to resources on the schedule board. The company has an internal division that provides repair services such as plumbing and electrical. The division provides services to the buildings inside the company business center, and some of those are used as residences by printing employees. Requirements - Customer Service - Contact Center The company has the following requirements: • Improve agent response time in live chats with customers. • Improve agent productivity by automating tasks. For example, the customer service manager requests that a new case is created automatically when an agent is on a chat with a customer. • Provide instructions for agents to use when processing book returns. The instructions must include the following: o Greet the customer. o Automatically open the case form for the book return, o Close the session with the customer. • Allow agents to use different channels such as short message service (SMS), social, and call when providing service to customers. • Enable a new text SMS channel for the agents. • Improve the agents' capability to search using AI suggestions. • Provide agents with real-time recommendations on similar cases and knowledge-base articles. • Allow agents to know the customer’s point of view on the service. • Provide a solution that will identify an agent's supervisor when a customer has a negative experience. • Improve how the agents' skills and profiles are maintained. • Route calls to agents who can support French-speaking customers. • Configure the French language as a skill for agents who support French-speaking customers. • Provide access to the Omnichannel agent app and productivity tools for supervisors and agents. • Provide the customer service supervisor with the ability to create agent scripts for Omnichannel agents and a workstream for SMS. The customer service supervisor must also be able to edit an existing workstream. • Provide the customer service supervisor with the ability to track sentiment in real time. • Provide agents with AI suggestions on the recent contact that worked on similar cases. Customer Service - Repairs - The company has the following requirements for repair requests: • Dispatchers must be able to track a technician and schedule jobs for technicians based on availability. • A dispatcher named UserA must be able to create a new view to display only unscheduled work orders. The view must be displayed only when the work orders are open-unscheduled, and the substatus is ready to dispatch work orders. • The technician dispatch team must be able to create a Schedule tab in the schedule board. • Dispatchers must be able to track technicians' utilization by using personal color codes. • The field technician's security role must be field service technician. Issues - The company reports the following issues: • Agents spend most of their time doing repetitive tasks during support calls or chats. • There is no guided process for agents to follow the steps when a customer calls for a book return. • Customer service managers are not able to provide real-time recommendations to customers using AI suggestions. • A new channel for SMS is not sending conversations to agents. Agents are required to answer conversations manually. • The company is not able to retain customers who have a negative experience with the customer service agents. • Agents are not able to use the schedule board to schedule repair work orders by using a custom view. • The skills and proficiency model are not defined for the agents. Calls from French-speaking customers are not routed to the appropriate agents. You need to implement a solution to provide the technician's utilization. Which solution should you use?
Answer: D
A company manufactures, installs, and maintains residential water filtration systems. The company implements Dynamics 365 Customer Service. Installation technicians call support technicians when they encounter issues during system installations. You must create step-by-step documentation for the support technicians. Which two fields must you include? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.
Answer: AB
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 - You are the technology manager for Fourth Coffee. The company sells 20 types of coffees and five types of digital coffee makers. Fourth Coffee uses Dynamics 365 Customer Service with Omnichannel for Customer Service. Current environment. Queues - The company uses queues to service different types of customers. Each type of customer corresponds to one of the following queues: • New customers • Repeat customers • Subscribers to the coffee of the month club The company has a separate queue to manage customers who have coffee maker issues. Current environment. Employees - The company has 50 call representatives across five call centers. Each representative can address five calls simultaneously. Overflow calls are transferred to the back office. • The company uses two levels of representatives to help customers with coffee purchases: entry level and specialists. • Supervisors monitor chats and live phone calls. Requirements. Employees - • Call representatives must be able to answer requests from phone calls, SMS messages, and chat. A ticket must be opened for each request. • Specialists must be assigned to coffee maker calls. • Specific representatives require a Dynamics 365 Customer Service workspace to perform the following activities: o Open an assigned record in a new workspace tab. o Use a predefined email template when representatives send an email. o The system must notify supervisors when customers in a live session express negative feedback about a service or product. Requirements. Configuration - • If a customer starts a chat during non-working business hours, the first representative that signs into the system must answer the chat; the customer must be able to continue the chat at any time. • Chat sessions must start only when the customer selects the chat icon. Chat must only be available for reorders and coffee maker repairs. • Subscribers and new orders must always go to a live representative unless the subscriber chooses the chat icon. Customers must be able to download a separate app to their phone or tablet for ordering coffee. The app must include only the customer’s name, address, phone number, and issue information. Requirements. Support - • The solution must provide the following website features for external customers: o Provide support to submit issues. o Ensure they can log in. • The chatbot must have an option to allow users to escalate a conversation to a live representative. • Live representatives must be able to send a customer back to the chatbot. Requirements. Distribution of calls • Live chat must be available for cases. • Cases that are escalated must be distributed to the next available agent. • All other cases must wait for an agent to pick up the case. • All work must be distributed evenly with no other conditions. • The number of workstreams and routing rules must be minimized. • Spanish-speaking customers must be sent to representatives who speak Spanish fluently. • Tickets must be routed to the most qualified representative for the type of issue reported. • All representatives must be rated on their specialty knowledge and backup specialty. Requirements. Device telemetry - The solution must support the following: • Remotely monitor coffee makers and contact a technician to help customers with coffee maker support contracts. • Provide a place for IoT messages to flow to the device and back to the IoT hub. • Automatically review messages from coffee makers and open a case when the system indicates an error with a coffee maker. • Provide a place for the company technology to securely connect virtually with the coffee maker customer. Requirements. Customers - • Customers must be able to sign into an external portal. • Customers must be able to view their cases and case status information. • Security must be as restrictive as possible. Requirements. Surveys - The survey must include the following with minimum development effort: • A list of questions that rate the service as poor, average, or great • A question that rates whether the customer would recommend the company • A question that asks if the customer would like to escalate a case o If yes, the survey must collect an email address and phone number for the customer. o If no, another set of questions asking about open issue details must display. The solution must meet the following survey distribution requirements: • Each survey must be standardized to include the company logo and colors. • Surveys must be sent out after each ticket closes. • Quarterly surveys must be sent out to those customers who rated the company poorly. • Customer surveys must be available in several languages to support global distribution. You need to configure the chatbot. Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.
Answer: BD
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.
Answer: AB
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 private. Does the solution meet the goal?
Answer: B
Keyboard:J Kmove between questionsA–Dselect an answerRshow or hide the answer← →change page
MB-230 practice, question 81. 187 questions available.
Version 1.0.0. How we source questions