2024年03月 Microsoft MB-230実際にある問題と100%カバー率リアル試験問題 [Q81-Q99]

2024年03月 Microsoft MB-230実際にある問題と100%カバー率リアル試験問題

MB-230無料試験問題と解答PDF最新問題2024年03月

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。

Microsoft MB-230試験は、ケース管理、サービスレベルの合意、資格、知識管理、顧客エンゲージメントなど、さまざまなトピックで構成されています。この試験は、カスタマーサービス管理の概念に関する知識とMicrosoft Dynamics 365を使用してそれらを実装する能力をテストするために構成されています。この試験に合格することにより、カスタマーサービス管理のスキルを実証するだけでなく、Microsoft Dynamicsを使用する能力も実証します。 365、広く使用されているカスタマーサービス管理システムです。

Microsoft MB-230認定試験は、Dynamics 365カスタマーサービス機能コンサルタントの役割の専門知識を実証したい専門家向けに設計されています。この認定試験では、効果的で効率的で顧客中心のカスタマーサービスソリューションを設計および実装する候補者の能力を測定します。この認定試験は、Dynamics 365カスタマーサービスで働く専門家にとって最も人気のある認定の1つです。

質問 # 81
You need to configure entitlements for contracts.
What should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

正解：

解説：

Explanation
Box 1: 25
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.
If you want to restrict support through the phone channel to 80 hours and email to 20 hours, create individual entitlement channel records and add their total terms.
Box 2: Entitlement Channel
The Entitlement Channel section specifies the support channel through which the customer can reach the organization and seek support.
Use this section to define the channels your customers are entitled to and track the customer support term for each channel. For example, you can add phone and email as the channels through which you'll offer support.
If you want to restrict support through the phone channel to 80 hours and email to 20 hours, create individual entitlement channel records and add their total terms.
Box 3: Auto-calculate
The remaining term is auto-calculated and shows the total number of hours or cases remaining for the customer's entitlement.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-custom

質問 # 82
A company implements Dynamics 365 for Customer Service.
Which status reason is used for each casestatus? To answer, select the appropriate option in the answer area.
NOTE:Each correct selection is worth one point.

正解：

解説：

質問 # 83
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.

正解：

解説：

Explanation

質問 # 84
A client plans to implement a case resolution process.
Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.

正解：

解説：

質問 # 85
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：

Explanation
Table Description automatically generated

Step 1: Navigate to the maker portal and create a new solution.
Step 2: Select Add Existing and then select Dasbhoard.
Step 3: Select Power BI Report for type. Enter the Power BI workspace and Power BI report values.
Note: Get the embedding parameter values
To embed your content, you need to obtain certain parameter values. The table below shows the required values, and indicates if they're applicable to the service principal authentication method, the master user authentication method, or both.
Before you embed your content, make sure you have all the values listed below. Some of the values will differ, depending on the authentication method you're using.
Table Description automatically generated

Step 4: Edit the sitemap, add a new subarea, and add the Power BI page information to the properties of the subarea Edit the default site map Your environment comes with a default site map. This site map is supported for both custom business apps and Dynamics 365 for Outlook.
In the Dynamics 365 - custom app, go to Settings > Customizations.
Select Customize the System.
In the solution window, under Components, select Client Extensions.
Double-click to select the site map that has the display name Site Map and is in a Managed state. You can also select the site map, and then on the toolbar, select Edit.
The site map opens in the site map designer.
Add an area to the site map.
Add a group to the site map.
Add a subarea to a group in the site map.
Select Save.
Select Publish.
Step 5: Save and publish the customization
Reference:
https://docs.microsoft.com/en-us/power-bi/developer/embedded/embed-sample-for-customers

質問 # 86
A company uses Dynamics 365 Customer Service.
The schedule shows working intervals of 45 minutes. The intervals cause customer service representatives to have too much free time during working hours. The company wants to change the intervals to every 30 minutes.
You need to configure the intervals.
What should you configure?

A. Fulfillment preferences
B. Schedule within time constraints
C. Requirement groups
D. Schedule with travel time and distance
E. Resource crew scheduling

正解：A

解説：
Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/set-up-time-groups

質問 # 87
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 # 88
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.

正解：

解説：

1 - Create the charts and views necessary to see the data requested.
2 - Open Dashboards and select New.
3 - Create a two-column regular dashboard.
4 - Select the graph icon to insert the charts and views needed in the sections of the dashboard.
Reference:
https://docs.microsoft.com/en-us/powerapps/user/track-your-progress-with-dashboard-and-charts

質問 # 89
A company is using Omnichannel for Customer Service.
You add a live chat button to your company's website for existing customers. Requests for chats are handled by the next available representative. The chat must route the customer to the same representative if the customer is inadvertently disconnected.
You need to configure the chat.
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.
NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.

正解：

解説：

Explanation

質問 # 90
A fitness company has several locations.
The company implements Dynamics 365 Customer Service and uses it to schedule personal trainer sessions with customers.
Customers report the following issues:
Customers are assigned personal trainers who do not reside at the customer's location.
Customers are assigned personal trainers during the trainers' non-working hours.
You need to resolve the issues.
Which two settings should you configure? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. resource skills
B. Customer Service Calendar
C. Work Hours
D. facility resources
E. Fulfillment Preferences

正解：B、C

解説：
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/resources-service-scheduling

質問 # 91
You are creating an external-facing portal that uses capabilities of Dynamics 365 Customer Service.
When a case is closed, customers must receive an email that provides the ability to visit the knowledge base associated with the case.
You need to configure the system.
Which two options should you configure? Each correct answer presents part of a solution.
NOTE: Each correct selection is worth one point.

A. In the Knowledge Articles Feedback section, set Enable users to provide feedback on knowledge articles from search control to Yes
B. In Dynamics 365 Customer Service, under Knowledge Source, in the Knowledge Solution field, enable sharing the knowledge article as a link in the email sent to the customer.
C. In Dynamics 365 Customer Service, enter the portal URL that will be used to create external (public facing) portal links for knowledge articles in the Knowledge Solution field.
D. In Dynamics 365 Customer Service, ensure that the representative closing the case attaches the knowledge article to the record.

正解：B、C

質問 # 92
You need to determine the type of queues to create.
How should access to the queues be configured? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.

正解：

解説：

Explanation
Box 1: Private
Miscellaneous queues must be visible to everyone
The other queues must be visible only to the appropriate department.
In Customer Service, you can create two types of queues:
Private queues: Create with limited set of members to help those members easily view the queue items in that queue. Private queues streamline queue items for the members of that queue only and help to remove clutter from other user's views.
Public queues: Create to let everyone in the organization view the queue and all of its items.
Box 2: Public
Miscellaneous queues must be visible to everyone.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases

質問 # 93
A client plans to implement a case resolution process.
Which field types does the Case Resolution form use? 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 # 94
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.

正解：

解説：

Explanation
Graphical user interface, text, application, email Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-dashboard
Topic 4, Lamna Healthcare Company (NEW)
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 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 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.

質問 # 95
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：

Explanation

質問 # 96
You need to configure the options for the schedule.
Which options should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

正解：

解説：

Explanation
Graphical user interface, text, application Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/resources-service-scheduling

質問 # 97
A customer service organization plans to implement knowledge management for a custom entity named Root Cause Analysis.
Users must be able to search, link, and rate knowledge articles. Users must be provided with suggested knowledge articles.
You need to configure Dynamics 365 for Customer Service.
Which three actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. In Solution Explorer, expand the Root Cause Analysis entity and select Forms.
Edit the main form and configure a knowledge base search control.
B. In Solution Explorer, select the Root Cause Analysis entity and then select Knowledge management.
C. Add a lookup to the article entity.
D. In Solution Explorer, expand the Root Cause Analysis entity and select Forms.
Edit the main form and configure a subgrid for knowledge articles.
E. Navigate to the Knowledge Base Management Settings wizard.
Then, navigate to Record types and select Root Cause Analysis.

正解：A、B、E

質問 # 98
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：

1 - Create a knowledge article
2 - Mark the knowledge article for review
3 - Approve the article
4 - publish the article
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hubuser-guide-knowledge-article