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Microsoft MB-230 Practice Test - Questions Answers, Page 20

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Question 191

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DRAG DROP

A GOV company implements Dynamics 365 Customer Voice. The company sends out customer satisfaction surveys. The service team creates one survey from a blank project and others from a predefined project template.

When the company receives all the survey responses, a member of the service team must analyze the results. The member must calculate satisfaction scores to help the service manager identify required efficiency changes for the department.

You need to determine which type of satisfaction metrics to use.

Which metrics should you use? To answer, drag the appropriate metrics to the correct scores. Each metric 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.


Microsoft MB-230 image Question 191 100749 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 191 100749 10052024125735000

Explanation:

Box 1: Net Promoter Score

Net Promoter Score (NPS): NPS is a metric used to measure customer loyalty. The score is calculated from the NPS-type question by using a scale from 0 through 10. The respondents are grouped as follows:

Detractors are those who respond with a score from 0 through 6.

Passives are those who respond with a score of 7 or 8.

Promoters are those who respond with a score of 9 or 10.

NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. The score is a number that can range from –100 to 100.

Box 2: Customer Satisfaction Score

Customer Satisfaction (CSAT): CSAT is a metric used to measure the level of satisfaction customers have with a product or a service. CSAT is measured by responses to rating-type questions. The CSAT score is calculated on a scale of 1 to 5. If you create a question on a scale other than 1 to 5, the CSAT score is normalized as per the 1 to 5 scale. This helps in comparing various CSAT scores.

Incorrect:

Sentiment: Sentiment is a metric used to identify customer sentiment toward a product or a service.

Sentiment groups the responses to a text-based question as positive, negative, or neutral.

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-voice/satisfaction-metrics

asked 05/10/2024
Nagaretnam, Ravin
38 questions

Question 192

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DRAG DROP

You are a Dynamics 365 administrator.

You want to set up a child/parent relationship for cases so that the child case inherits different fields from the parent case.

You need to set up the appropriate child/parent relationship.

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.


Microsoft MB-230 image Question 192 100750 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 192 100750 10052024125735000

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases

asked 05/10/2024
Batista Moreira
38 questions

Question 193

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HOTSPOT

You are modifying the phone-to-case process in Dynamics 365 Customer Service. You create a flow by using PowerApps as shown in the exhibit. (Click the Exhibit tab.)

Microsoft MB-230 image Question 149 100751 10052024005735000000

You must modify the business process flow to include the check-email step at the beginning of the research stage.

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.


Microsoft MB-230 image Question 193 100751 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 193 100751 10052024125735000

Explanation:

Reference: https://docs.microsoft.com/en-us/power-automate/create-business-process- flow?context=/dynamics365/context/sales-context#edit-a-business-process-flow

asked 05/10/2024
VEDA VIKASH Matam Shashidhar
37 questions

Question 194

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DRAG DROP

You manage Dynamics 365 Customer Service. You have a routing rule set named CustomerResolution that assigns general inquiry cases to a queue named GeneralInquiry.

You need to assign technical support cases to a queue named TechSupport.

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.


Microsoft MB-230 image Question 194 100752 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 194 100752 10052024125735000

Explanation:

https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-cases

asked 05/10/2024
Faria Sah
37 questions

Question 195

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DRAG DROP

A service manager discovers a high number of cases in the agent queues. Cases are created manually but can be reassigned using a workflow or custom API.

The manager needs to know whether cases are getting duplicated because of simultaneous case creation or simultaneous case assignment.

You need to identify the number of cases that are created in each scenario.

How many cases are created? To answer, drag the appropriate cases created options to the correct simultaneous actions.

Each cases created option 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.


Microsoft MB-230 image Question 195 100753 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 195 100753 10052024125735000

Explanation:

https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases

asked 05/10/2024
mohammed zakir
38 questions

Question 196

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DRAG DROP

You are a Dynamics 365 Customer Service administrator.

You create a new entity named Root Cause Escalation. Queues must be used for new Root Cause Escalation records. The records must be automatically assigned to the record owner's default queue when a record is created.

You need to implement the proper functionality to meet the requirements.

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.


Microsoft MB-230 image Question 196 100754 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 196 100754 10052024125735000

Explanation:

Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/enable-entities-for-queues

asked 05/10/2024
Balanavaneethan Nitharsan
29 questions

Question 197

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DRAG DROP

A GOV company implements Dynamics 365 Customer Service.

You are setting up scheduling to dispatch repair technicians. You encounter the following issues:

You are unable to create a new organizational unit.

Repair technicians are accidentally scheduled to work on days when company is on holiday.

RepairTechnicianA does not appear on the schedule for Fridays for any issue.

You need to resolve the issues.

What should you modify to correct the issues? To answer, drag the appropriate resolutions to the correct issues. Each source 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.


Microsoft MB-230 image Question 197 100755 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 197 100755 10052024125735000
asked 05/10/2024
George Weine Paulino Chaves
48 questions

Question 198

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HOTSPOT

You are implementing Omnichannel for Customer Service for a call center.

The call center manager needs to be able to track agents' performance.

You need to configure the intraday insights dashboard to meet the requirement.

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

NOTE: Each correct selection is worth one point.


Microsoft MB-230 image Question 198 100756 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 198 100756 10052024125735000

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-intraday-dashboard-supervisor

asked 05/10/2024
Nathan Phelan
48 questions

Question 199

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HOTSPOT

You are creating a bar chart that displays the 10 help desk representatives who are resolving the most cases.

You need to ensure that all team members can view the chart. You do not have share privileges.

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

NOTE: Each correct selection is worth one point.


Microsoft MB-230 image Question 199 100757 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 199 100757 10052024125735000

Explanation:

Reference: https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/developer/customize- dev/understand-charts-underlying-data-chart-representation?view=op-9-1

asked 05/10/2024
Azwihangwisi Ntikane
38 questions

Question 200

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DRAG DROP

You are implementing Omnichannel for Customer Service for a call center.

The call center's requirements for the implementation are as follows:

When a new chat conversation is started, the Customer Summary and New Case form tabs must be open.

The Customer Summary tab must be the primary tab during the conversation.

Agents must be able to close the New Case form tab.

Agents must not be able to close the Customer Summary tab.

You need to configure the tabs.

Which configuration should you use for each tab? To answer, drag the appropriate types of account information to the correct SMS channel provider. Each type of account information 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.


Microsoft MB-230 image Question 200 100758 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 200 100758 10052024125735000

Explanation:

Reference: https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/session-templates

asked 05/10/2024
Mohamed Ramez Hamad
32 questions
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