MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant

Question #: 101
Topic #: 8
You make use of Dynamics 365 Customer Service. You have recently acquired Omnichannel for Customer Service.

You want to make sure that the system automatically asks questions prior to the chat beginning.

Which of the following actions should you take?

A. You should configure a pre-conversation survey.
B. You should configure Customer Voice.
C. You should configure a Teams channel.
D. You should configure an SMS channel.

Selected Answer: D

Question #: 102
Topic #: 1
DRAG DROP –
You are a Dynamics 365 for Customer Service administrator.
You need to import cases from a file without applying routing rules.
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.
Select and Place:

Suggestion Answer:

Question #: 103
Topic #: 5
HOTSPOT
–

You are a help desk support representative using Dynamics 365 Customer Service Hub case management with limited permissions.

You need to create a personal chart that meets the following requirements:

• Show the number of open cases assigned to you for each customer.
• Ensure that specific team members can view the chart and view any changes as you update the chart.

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

NOTE: Each correct selection is worth one point.

Suggestion Answer:

Question #: 104
Topic #: 6
A company that manufactures industrial heating, ventilation, and air conditioning units (HVAC) implements the Dynamics 365 Connected Customer Service (IoT) add-in to its environment.

The company must enable the system to receive alerts from HVAC units sold to customers who purchased an extended warranty and monitoring service.

You need to enable the device alerts.

Which two actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A. Associate the device with a customer account.
B. Associate the device with a service level agreement (SLA).
C. Add the device to Azure IoT Hub.
D. Add the device to Azure IoT Central.

Selected Answer: AD

Question #: 105
Topic #: 8
You make use of Dynamics 365 Customer Service. You have recently acquired Omnichannel for Customer Service.

You want to make sure that an agent is unable to view a client’s credit card data in a live chat.

Which of the following actions should you take?

A. You should configure a business rule.
B. You should configure a data masking rule.
C. You should configure data encryption.
D. You should configure a routing rule.

Selected Answer: A

Question #: 106
Topic #: 2
Customer service representatives are not able to manually add service-level agreements (SLAs) to a record.
You need to enable on-demand SLAs.
What should you do?

A. Configure the scope of the workflow
B. Publish the on-demand SLA
C. Activate the SLA
D. Request an administrator to add the SLA field to the entity form

Selected Answer: D

Question #: 107
Topic #: 3
You are a customer service schedule administrator.

A customer has a custom entity that requires its own schedule board.

You need to create the schedule board. You configure the custom entity in the Resource Scheduling parameters.

What should you do next?

A. Add a new resource requirement. Add a new view for the custom entity.
B. Change the default entity name to the custom name. Create a new schedule board for the custom entity.
C. Disable the schedule board. Configure Resource Scheduling Optimization.
D. Configure the booking metadata. Create a new schedule board for the custom entity.

Selected Answer: D

Question #: 108
Topic #: 5
DRAG DROP
–

A company creates a single-page Power BI visualization to show how a Power Virtual Agents chatbot is performing.

Users must be able to navigate to the charts from anywhere within the Customer Service workspace.

You need to add the Power BI information to the Customer Service workspace app.

Which five 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.

Suggestion Answer:

Question #: 109
Topic #: 2
DRAG DROP –
You are a Dynamics 365 for Customer Service administrator. Your company provides support between 9 a.m. and 5 p.m.
You must add a warning to account records when service representatives do not contact an account within eight business hours of the account being verified.
You need to enable service-level agreements (SLAs) for accounts.
In which order should you perform the actions? To answer, move all actions from the list to the answer area and arrange them in the correct order.
Select and Place:

Suggestion Answer:

Question #: 110
Topic #: 1
HOTSPOT –
You are using Dynamics 365 for Customer Service. You have existing routing rules.
You need to create a routing rule for cases and bulk-import cases.
Which actions should you perform? To answer, select the appropriate action in the dialog box in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:

Suggestion Answer:

Question #: 111
Topic #: 6
A company that owns hundreds of subsidiaries uses Dynamics 365 Customer Service. Each subsidiary has its own business models and serves different industries.

You configure Connected Customer Service for Azure IoT Central.

For which three use cases should you use Connected Customer Service? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

A. Create work orders to replace IoT-enabled traffic lights when the light bulb fails.
B. Create cases to update entitlements support terms for IoT devices when customers reach the end of their entitlement term.
C. Create cases to moderate social media when users leave poor ratings about an IoT sensor.
D. Create cases to ship new medication when an IoT sensor reports that the temperature of the medication’s packing material has exceeded its usable threshold.
E. Create work orders to repair IoT-enabled fiber optic connection boxes when a connection cannot be established for a week.

Selected Answer: ADE

Question #: 112
Topic #: 8
You are employed as an administrator for your company’s Dynamics 365 for Customer Service environment.

You have been tasked with setting up Twilio SMS for the customer service division.

Which of the following is required for this configuration? (Choose two.)

A. A Customer ID
B. An Account ID
C. An Auth Token
D. An API Key

Selected Answer: A

Question #: 113
Topic #: 4
Your company uses Dynamics 365 Customer Service.

You are designing a survey to send out each time a case closes. The survey must adapt to display additional questions within the same survey if a customer chooses Dissatisfied as a survey answer.

You need to configure the survey.

Which feature should you use?

A. Branching rule
B. Multiple-page survey
C. Multiple answer
D. Post-survey message

Selected Answer: B

Question #: 114
Topic #: 7
You are a system administrator for Dynamics 365 Customer Service. In the default account form, you create an escalation column as a choice of Yes/No.

The main account form must have a column of escalation paths. The column must be hidden if the escalation column is set to No. If the escalation column is set to Yes, the escalation path column must be displayed and filled out.

You need to configure the form.

What should you configure?

A. Power Automate flow
B. Business rule
C. Power BI dashboard
D. Business process flow

Selected Answer: B

Question #: 115
Topic #: 6
HOTSPOT
–

You work for a pharmaceutical company that distributes vaccines.

Vaccines must be kept below negative 60 degrees Celsius or they cannot be used. The company requires a solution that meets the following requirements:

• Monitor vaccine temperatures during transportation.
• Create a customer service case if the temperature goes above negative 60 degrees Celsius.

You need to implement the solution.

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

NOTE: Each correct selection is worth one point.

Suggestion Answer:

Question #: 116
Topic #: 3
DRAG DROP
–

You are a customer service schedule administrator for a company. The company hires an electrical engineer who will work remotely.

You need to set the resource to enable the engineer to work remotely.

Which three actions should you perform next in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

Suggestion Answer:

Question #: 117
Topic #: 2
HOTSPOT –
You are a Dynamics 365 for Customer Service administrator.
Your company is trying to determine whether it needs to use standard or enhanced service-level agreements (SLAs).
You need to configure SLAs based on the requirements.
Which type of SLAs should you use? To answer, select the appropriate option in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:

Suggestion Answer:

Question #: 118
Topic #: 1
DRAG DROP –
A customer uses Dynamics 365 for Customer Service.
Customer service representatives must be able to create knowledge base articles.
You need to ensure that all knowledge base articles are submitted for review and approval before they are made available to use.
Which four actions must be performed in sequence to enable Knowledgebase articles to be available for all Customer service reps when searching the knowledgebase? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Select and Place:

Suggestion Answer:

Question #: 119
Topic #: 8
You are employed as an administrator for your company’s Dynamics 365 for Customer Service implementation.

You are currently creating case dashboard. You want to make sure that the dashboard displays cases by priority.

Which of the following actions should you take?

A. You should configure the use of a timeframe filter.
B. You should configure the use of a priority filter.
C. You should configure the use of a global filter.
D. You should configure the use of a visual filter.

Selected Answer: D

Question #: 120
Topic #: 7
A company uses Dynamics 365 Customer Service.

A customer service supervisor must create canvas apps. The environment uses a Microsoft Dataverse database. The supervisor must be able to create new connections and Microsoft Power Automate flows. The supervisor must not have data access privileges to data in the environment.

You need to assign a role to the supervisor by using the principle of least privilege.

Which security role should you grant to the supervisor?

A. Environment Maker
B. Environment Admin
C. System Administrator
D. System Customizer

Selected Answer: A

Question #: 121
Topic #: 6
HOTSPOT
–

A company that manufactures industrial heating, ventilation, and air conditioning (HVAC) equipment is implementing Dynamics 365 Connected Customer Service.

The solution must meet the following requirements:

• Track and report changes in readings that come from the units.
• Send alerts when readings are outside of set tolerances.
• Provide historical tracking of readings for trend analysis.
• Send firmware updates as needed.

You need to configure the required component.

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

NOTE: Each correct selection is worth one point.

Suggestion Answer:

Question #: 122
Topic #: 1
HOTSPOT –
A company implements Dynamics 365 for Customer Service.
Which status reason is used for each case status? To answer, select the appropriate option in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:

Suggestion Answer:

Question #: 123
Topic #: 3
HOTSPOT
–

You are implementing Dynamics 365 Customer Service Workspaces for your company’s help desk without additional software.

Help desk representatives must be able to open multiple sessions. The configuration has the following requirements:

Ensure each helpdesk representative has the same user experience when logging into the application.
Customer records must automatically open when a helpdesk representative opens a case.

You need to configure the help desk settings.

What should you configure? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Suggestion Answer:

Question #: 124
Topic #: 4
You sign in to Dynamics 365 Customer Service as a system administrator. You attempt to configure unified record routing across digital messaging channels.

You receive the following error message:

Some required services need to be installed before unified routing can be turned on. Please contact Microsoft Support.

You need to enable unified record routing and route records.

Which three steps must you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A. Set up users as leads.
B. Deploy Omnichannel for Customer Service.
C. Enable an entity for queues.
D. Set up users as contacts.
E. Provision unified routing for Customer Service only.
F. Set up users as bookable resources.

Selected Answer: BCE

Question #: 125
Topic #: 7
A company uses Dynamics 365 Customer Service.

Agents note that when a customer calls, they are unable to view all activities associated with the customer and the customer’s company.

Agents must be able to view tasks, appointments, phone calls, emails, notes, and system and user posts.

You create a model-driven app to display the information.

You need to configure the model-driven app main form.

Which two actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A. Use a Timeline control.
B. Set the Regarding column to the Account table.
C. Use a card form.
D. Set the Regarding column to the Contact table.
E. Use a Quick view control.

Selected Answer: AE

Question #: 126
Topic #: 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 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 types 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.

What should managers use to perform weekly reviews with case representatives?

A. Tier 1 dashboard
B. Agent Insights
C. Connected Customer Service dashboard
D. Customer Service Performance dashboard

Selected Answer: D

Question #: 127
Topic #: 2
You are a Dynamics 365 for Customer Service administrator.
You need to deactivate entitlements.
When should you deactivate entitlements? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. A customer’s entitlement has ended and no more support is desired.
B. A customer renews an entitlement for 100 more hours or one year.
C. A customer calls and wants to know how many hours of support remain.
D. The customer must change remaining support hours from all email support to one-half email support and one-half phone support.
E. You need to add notes to the customer’s entitlement.

Selected Answer: BD

Question #: 128
Topic #: 8
You need to consider the underlined segment to establish whether it is accurate.

The status reason for a Cancelled case status will read __Researching__.

A. No adjustment required.
B. Waiting for details
C. Merged
D. On hold

Selected Answer: C

Question #: 129
Topic #: 4
DRAG DROP
–

You are implementing a new channel within Omnichannel.

You need to enable an SMS channel.

On which entity should you configure each task? To answer, drag the appropriate entities to the correct tasks. Each entity 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.

Suggestion Answer:

Question #: 130
Topic #: 7
DRAG DROP
–

A company implements Dynamics 365 Customer Service.

You must create an external-facing website that allows customers to perform the following tasks:

• View the status of open support incidents.
• Search knowledge base articles.
• Access support discussion forums.
• Update customer profile information.

You need to create the portal.

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.

Suggestion Answer:

Question #: 131
Topic #: 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 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 types 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.

You need to set up the analytics functionality.

What should you do?

A. Select the System Management menus and configure them in the settings.
B. Connect the data through Dynamics 365 Customer Service to Dynamics 365 Customer Service Insights.
C. Connect the data through Dynamics 365 Customer Service Insights to Dynamics 365 Customer Service.
D. Install the solution and menu items that will appear in Dynamics 365 Customer Service.
E. Create a new dashboard in Dynamics 365 Customer Service and select the correct information.

Selected Answer: C

Question #: 132
Topic #: 6
A company uses Dynamics 365 Customer Service.

Customer Service workspaces must have custom navigation that meets the following requirements:

• An application must be opened as an anchor tab in the application tab panel.
• Three additional application tabs must be opened when a session begins.
• The default mode of the communication panel must be set to Docked.

You need to determine which tool and feature to use to meet all requirements.

Which two tools/features should you use? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

A. session templates in Customer Service admin center
B. application tab templates in App Profile Manager
C. application tab templates in Customer Service admin center
D. session templates in App Profile Manager

Selected Answer: AD

Question #: 133
Topic #: 1
You are a customer service representative using Dynamics 365 for Customer Service.
You need to identify and eliminate duplicate cases.
What should you do?

A. Configure Dynamics 365 AI for Customer Service
B. Use business rules
C. Merge cases
D. Use parent-child case relationships

Selected Answer: B

Question #: 134
Topic #: 3
A company uses Dynamics 365 Customer Service. The manufacturing company has several locations and 10 repair technicians.

The company is implementing scheduling. The company must ensure that the correct repair technicians with the correct tools go to the facility closest to them.

You need to identify the valid resources.

Which two options are valid resources? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

A. Equipment
B. Record
C. Activity
D. Case
E. Contact

Selected Answer: AE

Question #: 135
Topic #: 2
You are a customer service manager using Dynamics 365 for Customer Service.
You need to restrict support to the products that a customer has purchased.
What should you do?

A. Add the product to the account
B. Add the products to the case
C. Add the products to the customer’s entitlement
D. Add the products to the customer

Selected Answer: C

Question #: 136
Topic #: 8
Your company makes use of Dynamics 365 for Customer Service. You employed as a customer service representative.

You have been tasked with detecting and removing duplicate cases.

You decide to make use of business rules to achieve your goal.

Does the action achieve your objective?

A. Yes, it does
B. No, it does not

Selected Answer: B

Question #: 137
Topic #: 4
HOTSPOT
–

You are implementing Omnichannel for Customer Service for a company.

The company has the following requirements:

• The Knowledgebase article search tab must open when a new chat conversation begins.
• The Chat Session template must be in expanded mode for the agents.

You need to complete the implementation to meet the requirements.

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

Suggestion Answer:

Question #: 138
Topic #: 7
DRAG DROP
–

A company uses Dynamics 365 Customer Service. The company connects chatbots to its Omnichannel configuration.

The chatbot does not escalate calls to agents.

You need to troubleshoot the chatbot issue.

In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.

NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.

Suggestion Answer:

Question #: 139
Topic #: 5
DRAG DROP
–

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.

Overview
–

The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service level agreements (SLAs) in place. Most clients have agreements that last one year and have 30 cases available. Half the cases may be opened by phone. The other half may be opened by email.
The company has an existing on-premises software system. The current system no longer meets the company’s needs.

The support desk is open 8:00 am to 8:00 pm Eastern Standard Time.

Requirements
–

Support desk
–

The company plans to implement Dynamics 365. The solution will include a custom entity that needs to be search enabled.

You must configure the system to ensure that you can determine how many support tickets and new orders tickets are received. You must be able to determine which device types have the most tickets opened for issues. Business hours in the system must reflect the hours support staff is scheduled.

Case handling
–

• New cases must automatically route to the correct support group by phone type or new purchase group without requiring custom code.
• The system must automatically create a case when email is received by companies that are not in the system.
• The system must automatically send a response to an email sender upon case creation for new orders, but not for service records.
• Users must be able to initiate routing for manually created cases.
• The system must create sub-cases from one customer with different cases and also if the same issue is reported by several customers. Subcases must inherit the following fields: customer name, contact email address and case title.
• Main cases must not be closed until all the sub-cases are closed.
• Separate groups must be created for each type of service and each phone type. Access to the groups must be restricted to team members that support that service or phone type.
• When importing from the old system, old cases do not need to be routed to the correct support group.

Knowledge base
–

• Users must be able to search the knowledge base when opening a new case form or when checking on cases.
• Users must be able to use relevant searches and include any customer entities.

Dashboards
–

• Managers must be able to see a real-time list of open cases, open activities, and expiring entitlements all on one page.
• Managers must also be able to see all open cases, escalated cases and cases by representatives on one screen. Managers must be able to drill down within each area.
• Managers need a dashboard that displays weekly statistics for cases and representatives.
• Each representative needs to see their own tickets that are opened for the day, week, and month as well as their closed tickets.

Service-level agreements
–

• Most customers must be contacted within 90 minutes of their case being opened.
• Some customers can purchase faster service on call backs.
• Emails must be sent to support managers when service-level agreements (SLAs) are missed.
• Support representatives must be able to see a timer on each case form to ensure they are adhering to their SLAs.
• SLA KPIs must be tracked in the system.
• SLA KPIs must appear on the case form.
• Cases must be able to be placed on hold if issues arise with related contracts.

Issues
–

Users report they are not able to search the Knowledge Base.

You need to create the dashboards.

Which dashboard types should you use? To answer, drag the appropriate dashboard types to the correct scenario. Each dashboard 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.

Suggestion Answer:

Question #: 140
Topic #: 6
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 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 types 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.

You need to configure the system to meet the workspace requirements for case representatives.

Which role should you assign to case representatives?

A. Owner
B. Maker
C. Viewer
D. Customer Service Schedule Administrator
E. CSR Manager

Selected Answer: D

Question #: 141
Topic #: 3
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 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 types 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.

You need to ensure that an appropriate resource for sick appointments can be scheduled.

What should you configure?

A. Services
B. Queues
C. Facilities/equipment
D. Activities

Selected Answer: A

Question #: 142
Topic #: 8
Your company makes use of Dynamics 365 for Customer Service. You employed as a customer service representative.

You have been tasked with detecting and removing duplicate cases.

You decide to make use of parent-child case relationships to achieve your goal.

Does the action achieve your objective?

A. Yes, it does
B. No, it does not

Selected Answer: C

Question #: 143
Topic #: 1
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?

A. Validate that customer and case title fields have not been removed as fields that child cases inherit from parent cases. Add product and case-type fields to the list. Set the closure preference setting to Don’t allow parent case closure until all child cases are closed.
B. On the case entity, update the Parent case-Child case 1:N relationship field mapping to include the fields. Create a business rule on the case entity to prevent the parent from closing if it has one or more open child cases.
C. Create a business rule.
D. Validate that customer and case title fields have not been removed as fields that child cases inherit from the parent cases. Add product and case-type fields to the list. The closure preference setting does not need to be changed. This is default behavior.

Selected Answer: A

Question #: 144
Topic #: 2
You manage a Dynamics 365 for Customer Service environment. You create and activate a routing rule.
You need to modify the routing rule to a target a queue instead of a user. You navigate to routing rule sets.
What should you do first?

A. Use Lookup to specify the Add to queue value.
B. Select Edit to the command bar.
C. Toggle the radio button for Route from user/team to queue.
D. Deactivate the routing rule.

Selected Answer: D

Question #: 145
Topic #: 7
DRAG DROP
–

A company that operates in 101 countries/regions globally uses Dynamics 365 Customer Service. The countries/regions currently use the same environment.

An administrator plans the deployment of additional portals to support customer service processes.

Each country/region requires the following:

• A Microsoft Dataverse starter portal in an environment with Dataverse
• A blank portal in an environment with customer engagement apps
• A pre-built portal in an environment with customer engagement apps

You need to determine the minimum number of environments required.

How many environments will you need? To answer, drag the appropriate number to the portal requirements. Each number of 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.

Suggestion Answer:

Question #: 146
Topic #: 5
DRAG DROP
–

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 has a call center for the city. They receive roughly 5,000 calls a day on health issues.

They have the following three departments that take calls daily:

• Chronic illnesses
• Flu-type illnesses
• Geriatric illnesses

There is a fourth area that monitors for miscellaneous issues.

They are implementing Dynamics 365 Customer Service.

Requirements. Queues
–

• A queue has to be set up for each department.
• Emails must automatically be routed to the appropriate queue.
• Miscellaneous queues must be visible to everyone.
• The other queues must be visible only to the appropriate department.
• If a case is open more than 30 days, the case must automatically be routed to the supervisor.
• There must be a button on the queue list screen to route a case to a supervisor if requested.

Requirements. Visualizations
–

• Support representatives must have a real-time view of cases assigned to them, including the status of each case.
• Support representatives must be able to see a graphic view of cases by customer that are assigned to them.

Requirements. Knowledge Base
–

• Support representatives must use the knowledge base first to try to solve issues.
• Support representatives must be able to reference the knowledge base when it is used to resolve the case.
• The knowledge base article that is used to resolve a case must always be sent to the customer.
• If the answer is not in the knowledge base, a support representative needs to create a knowledge base article.

Requirements. Cases
–

• The cases must follow a process that includes identify, research, and resolve.
• A confirmation section must be added before the resolve section.
• Customers must have contracts that allow them to call Lamna Healthcare 10 times a year for help.
• In addition to the 10 free calls, customers must be able to send 15 emails a year for support.
• Cases that come in as phone calls must be resolved with seven business days.
• Cases that come in as emails must be resolved within three business days.

Requirements. Surveys
–

• Lamna Healthcare sends out about 100,000 surveys a month.
• Lamna must use Microsoft Forms Pro for their surveys.
• All surveys must have the company logo.
• The logo’s company colors must not be changed. Any modifications to the graphic or colors is a breach of company policies.
• A survey must automatically be sent once a case is resolved.
• A manual survey must be sent if a case is escalated.
• A survey must not be sent without confirming that it is accurate.
• Supervisors must test a survey before it is finalized.

You need to choose which tools need to be created and configured to meet the following requirements.

Which tools should you configure? To answer, drag the appropriate tools to the correct requirements. Each tool 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.

Suggestion Answer:

Question #: 147
Topic #: 2
DRAG DROP –
A company uses Dynamics 365 Customer Service.
You need to implement queues to meet company requirements.
Which types of queues should you use? To answer, drag the appropriate queue types to the correct requirements. Each queue 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.
Select and Place:

Suggestion Answer:

Question #: 148
Topic #: 1
HOTSPOT –
You are a customer service representative working with cases in Dynamics 365 for Customer Service.
You need to manage multiple lists of cases.
Which actions should you perform? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:

Suggestion Answer:

Question #: 149
Topic #: 3
HOTSPOT
–

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 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 types 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.

You need to set the schedule to meet requirements for appointments.

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

NOTE: Each correct selection is worth one point.

Suggestion Answer:

Question #: 150
Topic #: 4
A midsize service company provides clients with various service needs. The company plans to implement URS to schedule its service technicians.

The company requires a solution that includes custom tables.

You need to recommend an implementation process for URS that enables a table for scheduling.

What should you recommend?

A. Use the Resource Scheduling application to configure table settings.
B. Configure the environment settings in the Microsoft Power Platform admin center.
C. Update the solution import settings when importing the solution into the production environment.
D. Update the Scheduling Services in the Customer Service Hub application.

Selected Answer: A