MB-230 V3

Topic 3, The Phone Company

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 Next 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 Question button to return to the question.

Overview

The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service level agreements (SLAs) in place. Most clients have agreements that last one year and have 30 cases available. Half the cases may be opened by phone. The other half may be opened by email. The company has an existing on-premises software system. The current system no longer meets the company’s needs.

The support desk is open 8:00 am to 8:00 pm Eastern Standard Time.

Requirements

Support desk

The company plans to implement Dynamics 365. The solution will include a custom entity that needs to be search enabled.

You must configure the system to ensure that you can determine how many support tickets and new orders tickets are received. You must be able to determine which device types have the most tickets opened for issues. Business hours in the system must reflect the hours support staff is scheduled.

Case handling

✑ New cases must automatically route to the correct support group by phone type or new purchase group without requiring custom code.

✑ The system must automatically create a case when email is received by companies that are not in the system.

✑ The system must automatically send a response to an email sender upon case creation for new orders, but not for service records.

✑ Users must be able to initiate routing for manually created cases.

✑ The system must create sub-cases from one customer with different cases and also if the same issue is reported by several customers. Subcases must inherit the following fields: customer name, contact email address and case title.

✑ Main cases must not be closed until all the sub-cases are closed.

✑ Separate groups must be created for each type of service and each phone type. Access to the groups must be restricted to team members that support that service or phone type.

✑ When importing from the old system, old cases do not need to be routed to the correct support group.

Knowledge base

✑ Users must be able to search the knowledge base when opening a new case form or when checking on cases.

✑ Users must be able to use relevant searches and include any customer entities.

Dashboards

✑ Managers must be able to see a real-time list of open cases, open activities, and expiring entitlements all on one page.

✑ Managers must also be able to see all open cases, escalated cases and cases by representatives on one screen. Managers must be able to drill down within each area.

✑ Managers need a dashboard that displays weekly statistics for cases and representatives.

✑ Each representative needs to see their own tickets that are opened for the day, week, and month as well as their closed tickets.

Service-level agreements

✑ Most customers must be contacted within 90 minutes of their case being opened.

✑ Some customers can purchase faster service on call backs.

✑ Emails must be sent to support managers when service-level agreements (SLAs) are missed.

✑ Support representatives must be able to see a timer on each case form to ensure they are adhering to their SLAs.

✑ SLA KPIs must be tracked in the system.

✑ SLA KPIs must appear on the case form.

✑ Cases must be able to be placed on hold if issues arise with related contracts.

Issues

Users report they are not able to search the Knowledge Base.

HOTSPOT

You need to meet the automatic case creation requirements.

What should you do? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

View Answer

Answer:

Explanation:

Graphical user interface, text, application, email

Description automatically generated

HOTSPOT

A company is evaluating Dynamics 365 Customer Service Insights.

The company decides to use the sample data environment to expedite the evaluation process.

You need to recommend a dashboard.

Which dashboard should you recommend? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

View Answer

Answer:

Explanation:

Graphical user interface, text, application

Description automatically generated

You need to ensure users can search the knowledge base from a case record.

Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.
A . Add Knowledge Base Search control to the dashboard.
B. Check Knowledge Management from the case entity in the solution.
C. Insert the Knowledge Base Search control on the form.
D. Select the Knowledge Base Search control from the entity.
E. Add the Quick Find option to the views.

View Answer

Answer: B,C

DRAG DROP

You manage Dynamics 365 for Customer Service.

You need to create a list of holidays and ensure that existing service-level agreements (SLAs) observe those holidays.

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.

View Answer

Answer:

Explanation:

References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/create-customerservice-schedule-define-work-hours

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.

View Answer

Answer:

Explanation:

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Description automatically generated

Topic 2, Lamna HealthCare

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 Next 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 Question button to return to the question.

Background

Lamna Healthcare Company provides health care services to communities across the region. The company provides telehealth services only and does not offer in-person appointments. The company has staff that speak English and Spanish.

The company is open from 8 AM to midnight Monday through Friday to provide services. Patients can make appointments by calling or using the internet. All appointments are conducted by phone or by using a computer.

Current environment. Services

Lamna provides two types of appointments: wellness and sick. A doctor and a nurse are scheduled for each sick appointment. A doctor or a nurse are scheduled for wellness appointments.

Current environment. Employees

General

Employees are located in the Pacific and Eastern time zones.

Case representatives

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.

All case representatives work eight-hour shifts. Case representatives typically focus on cases that involve one type of illness. The case representatives may back up others when call volumes are large.

Several case representatives speak both Spanish and English. The only company holidays the case representatives have off are New Year’s Eve day and New Year’s Day.

Customer satisfaction and escalation

Customer satisfaction representatives monitor all activity and ensure that there is a uniform process for all calls. Case managers schedule shifts and are a point of escalation.

Requirements. System and resources

✑ Each employee must use the system.

✑ Case managers must be users in the system but must not be available for the scheduling rotation or manually assigned.

✑ Patients must be offered at least three alternative times to schedule an appointment.

Requirements. Cases

✑ The system must support live chats, texting, and Twitter.

✑ Case representatives must be able to chat, text, and tweet without exiting the system they use to track calls.

✑ Case representatives must be able to chat live only with customers whose calls are routed or assigned to them.

✑ Managers must be able to monitor all communication as well as add or delete quick replies.

✑ Customer satisfaction representatives must be able to read agent scripts and workflows.

✑ A live chat must pop up each time someone fills out the form to register for an appointment. The live chat must automatically be sent to the case representative who is best qualified to answer the question.

✑ There are two type of queues: regular and escalated.

✑ Tickets must be routed to the most qualified representative for the illness.

✑ Tickets assigned to a representative must be automatically placed in that representative’s queue.

Requirements. Chat escalation process

✑ Each division must have one manager for escalations.

✑ Patients who request an escalation from the website must automatically be routed to a chatbot. The patient will answer predefined questions and will be alerted that someone will call them back. Chat transcripts must be sent to the appropriate manager.

✑ Only escalations must go to the chat bot.

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

✑ Only managers must be able to access the Omnichannel Insights dashboard.

Requirements. Managers

✑ Managers must be able to review weekly productivity reports for representatives by using Omnichannel Insights dashboards.

✑ Managers must be able to monitor patient moods during patients’ conversations with representatives.

✑ Managers must be able to determine whether a patient is feeling negative during a live chat with a representative.

Requirements. Appointments

✑ Representatives must be able to schedule appointments and see everyone’s free/busy time during their scheduled working hours.

✑ Appointments must be scheduled by representatives in open time slots for nurses and doctors.

✑ Nurses and doctors must be booked for 30-minute time slots.

✑ Patients must be offered at least three alternative times to schedule an appointment.

Requirements. Analytics

✑ You must implement Customer Insights to keep track of how well representatives are managing customers’ requests.

✑ Analytics must be viewable only in the production environment.

✑ You must ensure that only escalation managers can create workspaces and control access to workspaces

✑ Case representatives must be rated on knowledge of their primary specialty and their backup specialty.

✑ Case representatives must only be able to view workspaces.

✑ Managers must be able to review dashboards in the Chat channel to ensure that case representatives are meeting their objectives.

HOTSPOT

You need to select the feature for each parameter.

Which feature should you use for each parameter? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

View Answer

Answer:

Explanation:

Graphical user interface, text, application

Description automatically generated

You are a customer service schedule administrator.

A customer has a custom entity that requires its own schedule board.

You need to create the schedule board. You configure the custom entity in the Resource Scheduling parameters.

What should you do next?
A . Add a new resource requirement. Add a new view for the custom entity.
B. Change the default entity name to the custom name. Create a new schedule board for the custom entity.
C. Disable the schedule board. Configure Resource Scheduling Optimization.
D. Configure the booking metadata. Create a new schedule board for the custom entity.

View Answer

Answer: A

Explanation:

Before scheduling a lead, a related resource requirement must be created.

Add a requirement view to the schedule board.

After creating a requirement for the lead, it will appear in the Open Requirements view in the lower pane of the schedule board that shows all open requirements related to any schedulable entity. This is a default view for resource scheduling.

However, the views in the lower pane of the schedule board are simply system views and can be edited and added to. It’s common to add custom resource requirements views for work orders (or leads in our example). You can create a schedule board view that shows only leads to be scheduled.

Reference: https://docs.microsoft.com/en-us/dynamics365/field-service/schedule-new-entity

HOTSPOT

You configure Dynamics 365 Customer Service. Managers require a custom dashboard with the following:

• A list of customers who have the most cases open.

• A list of customers who have the most missed service-level agreements (SLAs) sorted by contact.

• A list of top call takers for the week.

• A list of the cases that took the most amount of time to resolve.

The custom dashboard must be available for all users to use.

You need to configure the system.

What should you configure? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

View Answer

Answer:

HOTSPOT

You are a Dynamics 365 for Customer Service administrator.

Members of the customer support staff must not be available on public holidays in the year 2021.

You need to configure holiday schedules.

Which actions should you perform? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

View Answer

Answer:

Explanation:

References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-holidayschedule

DRAG DROP

You need to ensure that customers cannot open more cases than they are allowed.

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.

View Answer

Answer:

Explanation:

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