試験問題と解答はMB-230学習ガイド問題を試そう！
Microsoft Dynamics 365 Customer Service Functional Consultant認証サンプル問題と練習試験合格させます
Microsoft MB-230 認定試験は、Dynamics 365 を使用してお客様サービスソリューションを実装および構成する機能コンサルタントが、自分のスキルを証明する必要がある資格です。この試験は、お客様サービスに関連するさまざまなトピックをカバーしており、合格することで専門家はキャリアを進め、その専門知識が認められます。
質問 # 65
You are a customer service representative using Dynamics 365 Customer Service Hub.
You need to link the knowledge base records that relate to cases and send articles to customers.
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 them correct order.
正解：
解説：
1 - Open an existing case record
2 - Type the search terms relating to the case issue in the KB Records tab
3 - Locate the knowledge-base article.Select Link, and then select Email.
質問 # 66
You have a Microsoft Dynamics 365 environment.
You implement Field Service.
You need to set up a service task type.
Which three fields, components, or relationships are available when you create a new service task type? Each correct answer presents a complete solution.
- A. Description
- B. Estimated Duration
- C. Notes
- D. Work Order Duration
- E. Field Agent
正解：A、B、C
質問 # 67
You need to implement service-level agreements.
Which type of agreements should you implement?
- A. Standard
- B. Enhanced
- C. On-demand
- D. Contact
正解：B
解説：
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements
質問 # 68
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer.
You must display the question: Have you used the product before? If the response is Yes, you must display additional questions concerning the product. If the answer is No, you must display a different set of questions concerning other products.
You need to select a survey feature to use.
Which survey feature should you use?
- A. Basic
- B. List of ratings
- C. Response routing
- D. Answer tag
- E. Piping
正解：C
解説：
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design- advanced-survey#design-interactive-surveys-by-using-response-routing
質問 # 69
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 answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
正解：
解説：
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hubuse
質問 # 70
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.
正解：
解説：
1 - Navigate to the maker portal and create a new solution.
2 - Select Add Existing and then select Dasbhoard.
3 - Select Power BI Report for type. Enter the Power BI workspace and Power BI report values.
4 - Edit the sitemap, add a new subarea, and add the Power BI page information to the properties of the subarea
5 - Save and publish the customization
Reference:
https://docs.microsoft.com/en-us/power-bi/developer/embedded/embed-sample-for-customers
質問 # 71
You make a phone call regarding an existing case record.
You need to create a phone call activity that appears on the case record timeline.
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.
正解：
解説：
質問 # 72
You create a queue and assign it to a team. Which type of queue is created?
- A. System
- B. Personal
- C. Escalation
- D. Shared
正解：D
質問 # 73
You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review.
You approve some articles and revert some articles to draft status.
For each action, what should you do next? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
正解：
解説：
Explanation
質問 # 74
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 contacts.
- B. Deploy Omnichannel for Customer Service.
- C. Set up users as bookable resources.
- D. Enable an entity for queues.
- E. Provision unified routing for Customer Service only.
- F. Set up users as leads.
正解：B、C、E
解説：
BE: Provision unified routing in Customer Service with Omnichannel for Customer Service When Omnichannel for Customer Service is available but not deployed, in the Service Configuration Settings page, the following message will appear:
"Some required services need to be installed before unified routing can be turned on. Please contact Microsoft Support." F: Set up unified routing for records, prerequisites To set up record routing for Customer Service, unified routing must be enabled in your environment.
You must have users configured as bookable resource.
Etc.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/provision-unified-routing
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-record-routing
質問 # 75
You are creating surveys for Voice of the Customer (VoC).
You need to configure VoC to ensure that recipients can unsubscribe to surveys.
Which two survey features should you use? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
- A. Configure the survey to display when Dynamics 365 customers receive email and enable the Unsubscribe option.
- B. Set the Allow unsubscribe setting to Yes.
- C. Give users the option to unsubscribe from different features of the survey.
- D. Add an Unsubscribe check box after each question.
正解：A、B
解説：
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design- advanced-survey#add-the-unsubscribe-option-to-a-survey
質問 # 76
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. Deactivate the routing rule.
- B. Use Lookup to specify the Add to queue value.
- C. Select Edit to the command bar.
- D. Toggle the radio button for Route from user/team to queue.
正解：A
解説：
Section: Topic 3, Manage queues, entitlements, and SLAs
質問 # 77
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.
正解：
解説：
質問 # 78
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.
正解：
解説：
質問 # 79
An organization uses Dynamics 365 Customer Service. The customer service queue is not implemented.
Customer service representatives (CSRs) are unable to keep up with an influx of email inquiries. Other employees must read and respond to messages that are routed to a customer service queue.
You need to create a queue for customer service emails.
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.
正解：
解説：
1 - Within Service management, select Queues.
2 - Create the customer service queue
3 - Change the queue type to Public
質問 # 80
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.
正解：
解説：
質問 # 81
Drag and Drop Question
You make a phone call regarding an existing case record.
You need to create a phone call activity that appears on the case record timeline.
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.
正解：
解説：
質問 # 82
You are implementing Dynamics 365 for Customer Service.
You need to set up available working hours to help desk representatives who have varying schedules.
What should you do? To answer,select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.
正解：
解説：
質問 # 83
......
Microsoft MB-230認定試験は、Microsoft Dynamics 365 Customer Service Functional Consultantになりたい個人向けに特別に設計された試験です。Microsoft Dynamics 365は、企業のリソースプランニング（ERP）および顧客関係管理（CRM）ソフトウェアアプリケーションのスイートであり、ビジネスの運営を効率的に管理するのに役立ちます。MB-230試験は、顧客エンゲージメント、ケース管理、サービスレベル契約、キュー管理などの分野で個人の知識、スキル、能力をテストすることを意図しています。
MB-230認証問題集Microsoft Dynamics 365 MB-230ガイド 100%有効：https://jp.fast2test.com/MB-230-premium-file.html
100%合格率の問題集を使ってあなたのMB-230試験を一発合格：https://drive.google.com/open?id=1-OGTqDglCSB9_M02Dn5srjJvxvEdwAys