MB-230 : Microsoft Dynamics 365 for Customer Service : Part 07

MB-230 : Microsoft Dynamics 365 for Customer Service : Part 07

1. You are helping a company implement Power Virtual Agents with Omnichannel for Customer Service.

   The company has a chatbot that escalates to a manager if a customer wants to escalate from a chatbot.

   You need to configure a prerequisite before you can implement the chatbot.

   Which prerequisite should you configure?

   • Configure context variables for a chatbot.
   • Create one chatbot in one queue with a human having a higher capacity over the chatbot.
   • Create one chatbot in one queue with the chatbot having the highest capacity over human capacity.
   • Configure a Microsoft Teams support channel for the chatbot.
   • Configure an SMS channel for a chatbot.

2. 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?

   • Create a new resource characteristic.
   • Create a routing rule.
   • Create a new work stream for each channel.
   • Add the new channel to the existing work stream.

3. HOTSPOT

   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.

   

   

4. HOTSPOT

   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?

   

   

5. 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.

   1. HOTSPOT

      You need to select which setting needs to be configured for each setup.

      Which settings should you select? To answer, select the appropriate options in the answer area.

      NOTE: Each correct selection is worth one point.

      

      

   2. You need to configure the system to notify managers about unhappy patients.

      What should you do?

      • Configure Omnichannel Insights.
      • Set a routing rule for escalations.
      • Change the value of the Monitor real-time customer sentiment option to Yes.

   3. HOTSPOT

      You need to configure each escalation scenario.

      Which configuration should you use for each scenario? To answer, select the appropriate options in the answer area.

      NOTE: Each correct selection is worth one point.

      

      

6. DRAG DROP

   You are customizing a Dynamics 365 for Customer Service implementation.

   The call center manager requires a visual representation that includes the number of resolved cases by month for each call center agent. The chart must be visible to all users within the service area.

   You need to create the chart.

   Which three 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.

   

   

7. Your organization plans to use Microsoft Power BI to access and analyze data in Dynamics 365 for Customer Service.

   You need to configure a Power BI connection to a Dynamics 365 organization named Contoso.

   Which service URL should you use?

   • https://contoso.crm.dynamics.com
   • https://disco.crm.dynamics.com/xrmservices/2011/discovery.svc
   • https://contoso.api.crm.dynamics.com/xrmservices/2011/organization.svc
   • https://disco.crm.dynamics.com/api/discovery/v9.1

8. HOTSPOT

   You view the interactive dashboard in the Microsoft Dynamics 365 Customer Service Hub.

   

   Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic.

   NOTE: Each correct selection is worth one point.

   

   

9. HOTSPOT

   A company is evaluating Dynamics 365 Customer Service Insights.

   The company decides to use the sample data environment to expedite the evaluation process.

   You need to recommend a dashboard.

   Which dashboard should you recommend? To answer, select the appropriate options in the answer area.

   NOTE: Each correct selection is worth one point.

   

   

10. You are a Dynamics 365 Customer Service administrator.

    You are configuring a case dashboard.

    You need to filter the dashboard to show only escalated cases and cases that are marked as Request.

    Which filter should you use?

    • Timeframe
    • Priority
    • Global
    • Visual

11. DRAG DROP

    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.

    

    

12. You are implementing Dynamics 365 Customer Service Insights.

    The product manager would like to see product sales trends by age group. The groupings are as follows:

    – Ages 18 and younger
    – Ages 19-25
    – Ages 26-40
    – Ages 41-55
    – Ages 56 and older

    You need to configure the system.

    What should you define?

    • activity
    • measure
    • segment
    • member