HOTSPOT (Drag and Drop is not supported)A customer service manager needs a new business process flow to manage support for a product rollout for bicycles. There are two bicycle models: standard and high performance.Support representatives must be able to:•Specify the model of the bicycle.•Capture comments from customer support issues if the bicycle is the high-performance model.You need to create the business process flow.What should you configure for each requirement? To answer, select the appropriate options in the answer area.
Answer(s): A
Box 1: Categories onlyBox 2: Categories and SubjectsNote: * Using the Categories entity, you can create hierarchical categorical data to help group records. Categorizing entity records in Dynamics 365 Customer Service helps you tag the records so that you can easily search them. Use the entity to create and manage a logical structure of categories in Dynamics 365 Customer Service, and then associate entity records to one or more categories.Categories are useful for reporting, sorting, segmenting, and categorization of records.* The customer engagement apps (Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, Dynamics 365 Marketing, and Dynamics 365 Project Service Automation), include a subject organizational structure that lets you mark and categorize service cases, knowledge base articles, products, and sales literature. By using the subject hierarchy, you can classify service cases to quickly provide service to your customer. You can also provide the appropriate sales literature. You'll also be able to better understand gaps in your sales literature, evaluate service quality by subject area, and improve reporting on the performance of your products.
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-manage-categorieshttps://docs.microsoft.com/en-us/power-platform/admin/define-subjects-categorize-cases-products-articles
HOTSPOT (Drag and Drop is not supported)A client wants to use the knowledge base in Dynamics 365 Customer Service.You need to identify the state of a knowledge base article when an event occurs.What are the states of the articles? To answer, select the appropriate options in the answer area.NOTE: Each correct selection is worth one point.
Box 1: ReviewReview - The draft version of the article is sent to reviewers to approve or reject.Mark a knowledge article for reviewTo ensure that the content you’ve created is accurate, have someone review it.You can mark an article for review or directly assign it to a specific person or queue. When you mark an article for review, it starts appearing in the knowledge manager’s dashboard. The knowledge manager can then assign the article to specific team members or a queue for review.Box 2: PublishedWhen you approve the content of an article, it means that the content is ready to be consumed by other customer service reps, and also ready to be published.On the Business process bar, in the Review stage, in the Review field, select Approve.The article is now ready to be published.Box 3: DraftDraft - The article is in the process of being created.Note: A versioned knowledge article in the Draft state can be modified only by the author or reviser with the contribute access to the knowledge base, owner of a knowledge base, users with the admin and knowledge_admin role, and ownership group members, if ownership group is added to the article.
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledge-article
HOTSPOT (Drag and Drop is not supported)You create a survey for the employees of your company to provide feedback on future products.An employee mistakenly publishes a link to the survey on the internet. Customers and other companies use the link to respond with millions of similar recommendations.You need to create a new survey that meets the following requirements:•Allow all people in the company to respond.•Limit availability to only one day after clicking a personalized link.How should you configure the survey distribution? To answer, select the appropriate options in the answer area.NOTE: Each correct selection is worth one point.
Box 1: EnabledResponse limit: Specify the maximum number of responses to be received, after which the responses will no longer be counted and the survey will be stopped. By default, this isn't selected. When you select this option, you can set the maximum number of responses to be received, in accordance with your requirements. By default, the value is set to 50,000, which is the maximum. You can enter a lower value.Box 2: 1If you want to block responses, turn on this setting and enter a number of days in the Disable after field. By default, the value is set to 30. You can enter a lower value or up to the maximum of 1,095. Respondents can use the personalized link to complete the survey from the date they receive the invitation until the specified number of days have passed.
https://learn.microsoft.com/en-us/dynamics365/customer-voice/distribution-settings
HOTSPOT (Drag and Drop is not supported)A company that manufactures industrial heating, ventilation, and air conditioning units (HVAC) implements Dynamics 365 Customer Service.Following each installation, customers must be surveyed about their satisfaction of the installation and the conduct of the installers.You need to recommend the appropriate question types.Which question types should you recommend? To answer, select the appropriate options in the answer area.NOTE: Each correct selection is worth one point.
Box 1: LikertA Likert type question displays a list of single-answer questions and a rating scale for the answers, so a respondent can select a value from the scale to answer each question. Box 2: RatingA Rating type question asks respondents to rate their answer by using stars, numbers, or smiley symbols.By default, the star symbol is selected. To change the symbol, select it from the Symbol list. You can also change the number of levels by selecting a value from the Levels list. For number and star, up to 10 levels are supported. For smiley symbol, up to five levels are supported.Incorrect:* A customer's real-time sentiment is displayed at the top of the communication panel. The sentiment icon changes dynamically based on the six most recent customer messages sent to you.When you get an incoming conversation request, you accept the request and communicate with the customer. By default, you see the neutral sentiment icon, which indicates that at this moment the customer satisfaction level is neutral. As you continue to communicate with the customer, the sentiment icon changes dynamically according to the conversation.Box 3: RankingA Ranking type question asks a respondent to rank items by arranging them in the order of the respondent's preference.
https://learn.microsoft.com/en-us/dynamics365/customer-voice/available-question-types
You are a system administrator for Dynamics 365 for Customer Service.All child cases must inherit the product, customer name, case title, and case type from the parent case. Parent cases must not be closed until all child cases are closed.You need to configure cases.What should you do?
Answer(s): D
Define parent and child case settings* In the Case Settings dialog box, select the attributes that the child case will be inherit from the parent case.* In Specify closure preference, select a case closure setting that defines how parent and child cases are closed. Select one of the case closure options for parent and child cases:Close all child cases when parent case is closed: As soon as the parent case is closed, all the child cases are also closed.Don't allow parent case closure until all child cases are closed: The parent case can’t be closed until all the child cases are closed.Incorrect:Not A: Must specify which fields are inherited.Not B: No need to specify 1:N relationships.Not C: In the Case Settings dialog box, select the attributes that the child case will be inherit from the parent case.Using the Parent and Child case settings, specify the information that will be inherited from a parent case to the child case. You can also select a case closure setting that defines how parent and child cases are closed. Select one of the case closure preference for parent and child cases:* Close all child cases when parent case is closed: The parent case can’t be closed until all the child cases are closed.NoteIf you choose None, parent and child cases are closed independently of each other. This is the default setting.
https://learn.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases
Post your Comments and Discuss Microsoft MB-230 exam prep with other Community members:
Our website is free, but we have to fight against AI bots and content theft. We're sorry for the inconvenience caused by these security measures. You can access the rest of the MB-230 content, but please register or login to continue.