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Free MB-230 Exam Braindumps (page: 30)

Page 29 of 74
PDF with 381 Questions

A company is implementing Omnichannel for Customer Service.

The company separates agents into teams for billing, new product inquiries, support, and warranty. The new product team currently handles text messages, emails, and live chats from the company website.

The company plans to release a new product. Before the new product launch, the company wants to add the ability to manage conversations coming in from Facebook and Twitter.

You need to configure the system with the least amount of effort.
What should you do?

  1. Create a new resource characteristic.
  2. Create a routing rule.
  3. Create a new work stream for each channel.
  4. Add the new channel to the existing work stream.

Answer(s): D


Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams



HOTSPOT (Drag and Drop is not supported)
You are setting up Omnichannel for Customer Service.

You must set up the following:

A work stream must be configured to use Twitter.
The cases must automatically go to the next available sales representative.
Any existing case that comes in must be assigned automatically to the sales representative who worked on the case originally.

You need to choose the correct setting.

Which setting should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

  1. See Explanation section for answer.

Answer(s): A

Explanation:


Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/channels
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entity-workstream
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams



HOTSPOT (Drag and Drop is not supported)
You are implementing Omnichannel for Customer Service for a hospital.

Each customer service agent has a chat capacity of 200.

The implementation requirements are as follows:

Each agent can take no more than two chats at a time.
A new conversation must auto assign to an available agent.

You need to select the conversation options to meet the requirements.
Which options should you configure?

  1. See Explanation section for answer.

Answer(s): A

Explanation:


Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/unified-routing-work-distribution



HOTSPOT (Drag and Drop is not supported)
A company is implementing Omnichannel for Customer Service.

The company plans to release a new product in the following markets: Germany, Spain, and France.

Before the product launches, one agent from each country/region will receive training on the new product. The agents are included as part of a new team for the product. Each agent is part of a team specific to the country/region that they serve.

Inquiries about the new product must be routed as follows:

1. Route inquiries to an agent who knows the new product and is fluent in the language of the caller.
2. Route inquiries to an agent who knows the new product but speaks only a bit of the language of the caller.
3. Route inquiries to an agent who speaks all caller languages but does not know the new product.

You need to configure the system.

Which feature should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

  1. See Explanation section for answer.

Answer(s): A

Explanation:


Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/setup-skills-assign-agents






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