Microsoft MB-230 Practice Test - Questions Answers, Page 2

Customer Service Insights is now embedded in Dynamics 365 Customer Service. After it is enabled, this experience allows you to start seeing historical analytics directly within the Customer Service environment. Several reports and dashboards can be viewed by your management team.

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/introduction-customer-serviceanalytics

Reference:

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

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/create-operating-hours

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams

https://docs.microsoft.com/en-us/dynamics365/customer-service/enable-skill-routing-create-rating-model

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent

Box 1: Two

You must create two types of Omnichannel queues: regular and escalated.

Box 2: Add a routing rule for a push on owner assignment in Omnichannel Tickets assigned to a representative must be automatically placed in that representative's queue.

A customer initiates a conversation from the portal, and the conversation reaches the Omnichannel system. Now, based on the routing rules condition defined in the routing system, it starts routing the conversation to the appropriate queues.

When the conversation reaches to the queues, the work assignment system assigns the conversation based on triggers.

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/routing-work-distribution-oca

Box 1: Omnichannel supervisor

Case managers schedule shifts and are a point of escalation.

Omnichannel supervisor: Required for performing supervisor tasks.

Businesses need to monitor and manage the efficiency levels of agents in their ongoing conversations with customers. The enhanced supervisor experience provides supervisors with timely insights and metrics on the efficiency of the service delivery of agents and opportunities to help agents deliver better support to customers.

In this enhancement to the supervisor experience in Omnichannel for Customer Service, supervisors can:

Drill down to specific agents and look at their operational metrics.

Manage agent availability remotely.

Box 2: Omnichannel agent

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.

Omnichannel agent: Required for performing agent tasks.

As an Omnichannel agent, you can use queues to manage the work items that are assigned to you via queues. Therefore, you can focus on the tasks at hand and ensure better customer service. The application empowers you to work on simultaneous conversations with multiple customers. You get a holistic view of a customer's data and can see the details of the customer's previous interactions. In this way, you can be sure that you have all the available information that you might need to resolve the customer's issue.

Box 3: Productive tools user

Customer satisfaction representatives monitor all activity and ensure that there is a uniform process for all calls.

Productivity tools user: Required by users of Dynamics 365 Productivity Tools.

Agent productivity tools use intelligence and automation to enable agents to find answers to customer questions and help resolve customer issues quickly, thereby improving satisfaction in service delivery.

Incorrect:

Not Productivity tools administrator:

Productivity tools administrator: Required by administrator users of Dynamics 365 Productivity Tools.

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-agent-overview

https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave1/dynamics365-customerservice/omnichannel-supervisor-experience-enhancements

https://docs.microsoft.com/en-us/dynamics365-release-plan/2021wave1/service/dynamics365-customer-service/agent-productivity

Reference:

https://carldesouza.com/how-to-use-relevance-search-in-dynamics-365/