MB-230英語版 & MB-230試験合格攻略

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ちなみに、Topexam MB-230の一部をクラウドストレージからダウンロードできます：https://drive.google.com/open?id=1lgVgaz6wyzMvpNvKB5KXTEPQJ1vcZ8mr

IT業界の一员として、君はまだIT認証試験を悩んでいますか？認証試験はITの専門知識を主なテストとして別に初めてIT関連のMicrosoft認証試験に参加する受験生にとってはとても難しいとみされます。良い対応性の訓練が必要で、Topexam のMB-230問題集をお勧めます。

Microsoft MB-230試験は、Dynamics 365を使用して顧客サービス業界で働くプロフェッショナルを対象としています。試験は、顧客サービスソリューションの設計と実装における専門知識を証明したい人や、キャリアの機会を拡大し、収益性を高めたい人に最適です。

>> MB-230英語版 <<

有難い-便利なMB-230英語版試験-試験の準備方法MB-230試験合格攻略

Topexamの経験豊富な専門家チームはMicrosoftのMB-230認定試験に向かって専門性の問題集を作って、とても受験生に合っています。Topexamの商品はIT業界中で高品質で低価格で君の試験のために専門に研究したものでございます。

Microsoft MB-230試験は、Microsoft Dynamics 365カスタマーサービス機能コンサルタントの分野における知識とスキルを検証したい人々を対象として設計されています。この試験は、Microsoft Dynamics 365を使用して顧客サービスソリューションを構成および実装する経験を持つ人を対象としています。試験は、候補者の顧客サービスソリューションの設計、構成、実装能力、ケースとナレッジベースの管理、サービスレベル契約の設計と実装能力をテストします。

Microsoft Dynamics 365 Customer Service Functional Consultant 認定 MB-230 試験問題 (Q273-Q278):

質問 # 273
A contact center superviser requires operations metrics by channel and sentiment analysis.
You need to install the Omnichannel insights dashboard for the company.
In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.
NOTE: More than one order of answer chokes is correct. You will receive credit for any of the correct orders you select.

正解：

解説：

Explanation:


質問 # 274
Case Study 5 - Fourth Coffee
Background
You are the technology manager for Fourth Coffee. The company sells 20 types of coffees and five types of digital coffee makers.
Fourth Coffee uses Dynamics 365 Customer Service with Omnichannel for Customer Service.
Current environment
Queues
The company uses queues to service different types of customers. Each type of customer corresponds to one of the following queues:
- New customers
- Repeat customers
- Subscribers to the coffee of the month club
The company has a separate queue to manage customers who have coffee maker issues.
Current environment
Employees
The company has 50 call representatives across five call centers. Each representative can address five calls simultaneously. Overflow calls are transferred to the back office.
- The company uses two levels of representatives to help customers with coffee purchases: entry level and specialists.
- Supervisors monitor chats and live phone calls.
Requirements
Employees
Call representatives must be able to answer requests from phone calls, SMS messages, and chat. A ticket must be opened for each request.
Specialists must be assigned to coffee maker calls.
Specific representatives require a Dynamics 365 Customer Service workspace to perform the following activities:
- Open an assigned record in a new workspace tab.
- Use a predefined email template when representatives send an email.
- The system must notify supervisors when customers in a live session
express negative feedback about a service or product.
Requirements
Configuration
- If a customer starts a chat during non-working business hours, the
first representative that signs into the system must answer the chat;
the customer must be able to continue the chat at any time.
- Chat sessions must start only when the customer selects the chat
icon. Chat must only be available for reorders and coffee maker
repairs.
- Subscribers and new orders must always go to a live representative
unless the subscriber chooses the chat icon.
Customers must be able to download a separate app to their phone or tablet for ordering coffee.
The app must include only the customer's name, address, phone number, and issue information.
Requirements
Support
The solution must provide the following website features for external customers:
- Provide support to submit issues.
- Ensure they can log in.
The chatbot must have an option to allow users to escalate a conversation to a live representative.
Live representatives must be able to send a customer back to the chatbot.
Requirements
Distribution of calls
- Live chat must be available for cases.
- Cases that are escalated must be distributed to the next available
agent.
- All other cases must wait for an agent to pick up the case.
- All work must be distributed evenly with no other conditions.
- The number of workstreams and routing rules must be minimized.
- Spanish-speaking customers must be sent to representatives who speak
Spanish fluently.
- Tickets must be routed to the most qualified representative for the
type of issue reported.
- All representatives must be rated on their specialty knowledge and
backup specialty.
Requirements
Device telemetry
The solution must support the following:
- Remotely monitor coffee makers and contact a technician to help
customers with coffee maker support contracts.
- Provide a place for IoT messages to flow to the device and back to
the IoT hub.
- Automatically review messages from coffee makers and open a case when the system indicates an error with a coffee maker.
- Provide a place for the company technology to securely connect
virtually with the coffee maker customer.
Requirements
Customers
- Customers must be able to sign into an external portal.
- Customers must be able to view their cases and case status
information.
- Security must be as restrictive as possible.
Requirements
Surveys
The survey must include the following with minimum development effort:
- A list of questions that rate the service as poor, average, or great
- A question that rates whether the customer would recommend the
company
- A question that asks if the customer would like to escalate a case
o If yes, the survey must collect an email address and phone number for the customer.
o If no, another set of questions asking about open issue details must
display.
The solution must meet the following survey distribution requirements:
- Each survey must be standardized to include the company logo and
colors.
- Surveys must be sent out after each ticket closes.
- Quarterly surveys must be sent out to those customers who rated the
company poorly.
- Customer surveys must be available in several languages to support
global distribution.
Hotspot Question
You need to ensure the correct support representative addresses the case.
Which settings 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：


質問 # 275
Drag and Drop Question
You are setting up channels for Omnichannel for Customer Service.
You want to set up a channel for a WhatsApp app.
You need to configure the channel.
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：


質問 # 276
You are a customer service schedule administrator for a company. The company hires an electrical engineer who will work remotely.
You need to set the resource to enable the engineer to work remotely.
Which three actions should you perform next 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 user record named Electrical Engineer.
2 - Create a user resource record and select...
3 - On the resource record...


質問 # 277
You need to create the SLAs.
Which three SLAs should you create? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

正解：B、D、E

解説：
Explanation
Text Description automatically generated
An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.


質問 # 278
......

MB-230試験合格攻略: https://www.topexam.jp/MB-230_shiken.html

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