Microsoft MB-230 Practice Test - Questions Answers, Page 19

Reference:

https://docs.microsoft.com/en-us/powerapps/user/track-your-progress-with-dashboard-and-charts

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-dashboard

Box 1: Go to the Dynamics 365 Customer Service URL and choose the Dynamics 365 Customer Service Insights dashboard.

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.

Box 2: Channel

Reference:

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

Box 1: Countall

COUNT (Azure Stream Analytics) returns the number of items in a group. COUNT always returns a bigint data type value.

Syntax:

-- Aggregate Function Syntax

COUNT ( { [ [ALL | DISTINCT] expression ] | * } )

Arguments:

ALL - Applies the aggregate function to all values. ALL is the default.

Box 2: Share the personal chart and add the user giving each one read permission

Reference:

https://docs.microsoft.com/en-us/stream-analytics-query/count-azure-stream-analytics

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.

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

Box 1: Review

Review - The draft version of the article is sent to reviewers to approve or reject.

Mark a knowledge article for review

To ensure that the content you've created is accurate, have someone review it.

You can mark an article for review or directly assign it to a specific person or queue. When you mark an article for review, it starts appearing in the knowledge manager's dashboard. The knowledge manager can then assign the article to specific team members or a queue for review.

Box 2: Published

When you approve the content of an article, it means that the content is ready to be consumed by other customer service reps, and also ready to be published.

On the Business process bar, in the Review stage, in the Review field, select Approve.

The article is now ready to be published.

Box 3: Draft

Draft - The article is in the process of being created.

Note: A versioned knowledge article in the Draft state can be modified only by the author or reviser with the contribute access to the knowledge base, owner of a knowledge base, users with the admin and knowledge_admin role, and ownership group members, if ownership group is added to the article.

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guideknowledge-article

Box 1: Categories only

Box 2: Categories and Subjects

Note:

* Using the Categories entity, you can create hierarchical categorical data to help group records.

Categorizing entity records in Dynamics 365 Customer Service helps you tag the records so that you can easily search them. Use the entity to create and manage a logical structure of categories in Dynamics 365 Customer Service, and then associate entity records to one or more categories.

Categories are useful for reporting, sorting, segmenting, and categorization of records.

* The customer engagement apps (Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, Dynamics 365 Marketing, and Dynamics 365 Project Service Automation), include a subject organizational structure that lets you mark and categorize service cases, knowledge base articles, products, and sales literature. By using the subject hierarchy, you can classify service cases to quickly provide service to your customer. You can also provide the appropriate sales literature. You'll also be able to better understand gaps in your sales literature, evaluate service quality by subject area, and improve reporting on the performance of your products.

Reference:

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

https://docs.microsoft.com/en-us/power-platform/admin/define-subjects-categorize-casesproducts-articles

Create a new ruleset in a workstream.

Create a new manual rule named Bronze.

Create a condition for the Bronze rule.

Create a rule named 5-hour response from the decision list.

Create a demand rule for the Bronze rule.

https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-work-classification

Box 1: Create a Power Automate flow

After creating a survey, you can send it to respondents based on a business trigger—resolution of a case or fulfillment of an order, for example. You can either select a built-in template or create a flow from scratch by using Power

Automate.

Box 2: Create an alert rule Dynamics 365 Customer Voice includes built-in follow-up management to ensure you follow up to your customer feedback in a timely manner. Each customer satisfaction metric includes support for a real-time alert to notify business users upon receiving customer feedback within the specified alert range. Business users can manage and resolve alerts with follow-up action notes using the built-in alert management dashboard.

Alerts are the follow-up activities that are created based on the defined alert rules. Alert rules are defined on satisfaction metrics. Alerts are created based on the values of satisfaction metrics in survey responses.

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-voice/send-survey-flow

https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave2/customervoice/dynamics365-customer-voice/close-feedback-loop-through-alerting-follow-up-management

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