{"id":1063,"date":"2023-11-19T14:23:30","date_gmt":"2023-11-19T14:23:30","guid":{"rendered":"https:\/\/exam.real4prep.com\/?p=1063"},"modified":"2023-11-19T14:23:30","modified_gmt":"2023-11-19T14:23:30","slug":"based-on-official-syllabus-topics-of-actual-microsoft-mb-230-exam-q13-q27","status":"publish","type":"post","link":"https:\/\/exam.real4prep.com\/de\/2023\/11\/19\/based-on-official-syllabus-topics-of-actual-microsoft-mb-230-exam-q13-q27\/","title":{"rendered":"Based on Official Syllabus Topics of Actual Microsoft MB-230 Exam [Q13-Q27]"},"content":{"rendered":"\n\n<div class=\"kk-star-ratings kksr-auto kksr-align-left kksr-valign-top\"\n    data-payload='{&quot;align&quot;:&quot;left&quot;,&quot;id&quot;:&quot;1063&quot;,&quot;slug&quot;:&quot;default&quot;,&quot;valign&quot;:&quot;top&quot;,&quot;ignore&quot;:&quot;&quot;,&quot;reference&quot;:&quot;auto&quot;,&quot;class&quot;:&quot;&quot;,&quot;count&quot;:&quot;2&quot;,&quot;legendonly&quot;:&quot;&quot;,&quot;readonly&quot;:&quot;&quot;,&quot;score&quot;:&quot;5&quot;,&quot;starsonly&quot;:&quot;&quot;,&quot;best&quot;:&quot;5&quot;,&quot;gap&quot;:&quot;5&quot;,&quot;greet&quot;:&quot;Rate this post&quot;,&quot;legend&quot;:&quot;5\\\/5 - (2 votes)&quot;,&quot;size&quot;:&quot;24&quot;,&quot;title&quot;:&quot;Based on Official Syllabus Topics of Actual Microsoft MB-230 Exam [Q13-Q27]&quot;,&quot;width&quot;:&quot;142.5&quot;,&quot;_legend&quot;:&quot;{score}\\\/{best} - ({count} {votes})&quot;,&quot;font_factor&quot;:&quot;1.25&quot;}'>\n            \n<div class=\"kksr-stars\">\n    \n<div class=\"kksr-stars-inactive\">\n            <div class=\"kksr-star\" data-star=\"1\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"2\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"3\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"4\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"5\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n    <\/div>\n    \n<div class=\"kksr-stars-active\" style=\"width: 142.5px;\">\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n    <\/div>\n<\/div>\n                \n\n<div class=\"kksr-legend\" style=\"font-size: 19.2px;\">\n            5\/5 - (2 votes)    <\/div>\n    <\/div>\n<p><span style=\"color: red;font-size: 18px\"><strong>Based on Official Syllabus Topics of Actual Microsoft MB-230 Exam<\/strong><\/span><\/p>\n<p><span style=\"color: red\"><strong>Free MB-230 Dumps are Available for Instant Access<\/strong><\/span><\/p>\n<p><\/p>\n<p>Microsoft MB-230 exam is designed for individuals who want to demonstrate their expertise in the area of customer service in the Microsoft Dynamics 365 environment. Microsoft Dynamics 365 Customer Service Functional Consultant certification is intended for functional consultants who have experience in implementing and configuring Dynamics 365 Customer Service applications. It is a Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification, which is a globally recognized credential.<\/p>\n<p>&nbsp;<\/p>\n<div id=\"watu_quiz\" class=\"quiz-area single-page-quiz\">\n<form action=\"\" method=\"post\" class=\"quiz-form \" id=\"quiz-482\" >\n<div class='watu-question' id='question-1'><div class='question-content'><p><strong>QUESTION 13<\/strong><br \/>You are a customer service representative using Dynamics 365 Customer Service Hub.<br \/>You need to link the knowledge base records that relate to cases and send articles to customers.<br \/>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 them correct order.<br \/><img decoding=\"async\" src=\"https:\/\/exam.real4prep.com\/wp-content\/uploads\/2023\/11\/MB-230-910d3e46a79ac3ab9a79f1a551f2746e.jpg\"\/><\/p>\n<\/div><input type='hidden' name='question_id[]' value='9460' \/><textarea name='answer-9460[]' rows='5' cols='40' id='textarea_q_9460' class='watu-textarea watu-textarea-1'><\/textarea><div class='watu-questions-wrap '><\/div><div class='show-question-feedback' style='display:none;'><img decoding=\"async\" src=\"https:\/\/exam.real4prep.com\/wp-content\/uploads\/2023\/11\/MB-230-62396139661f820d76bbaf55207f3e4e.jpg\"\/><br\/>Explanation<br\/><img decoding=\"async\" src=\"https:\/\/exam.real4prep.com\/wp-content\/uploads\/2023\/11\/MB-230-c867697f97da257ced77bdb46133b182.jpg\"\/><\/div><input type='button' class='showchecked' style='margin: 10px 0;' onclick='showanswer1(1,this)' id='btn-1' value='See Answer'  \/><input type='hidden' id='questionType1' value='textarea' class=''><\/div><div class='watu-question' id='question-2'><div class='question-content'><p><strong>QUESTION 14<\/strong><br \/>A company deploys Dynamics 365 Customer Service.<br \/>A service manager requires a new classification ruleset for Bronze-type customers. The Bronze type customers require an answer within five hours.<br \/>You need to create the classification ruleset.<br \/>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.<br \/><img decoding=\"async\" src=\"https:\/\/exam.real4prep.com\/wp-content\/uploads\/2023\/11\/MB-230-ef100e4f156b18774fe83c1a05db6117.jpg\"\/><\/p>\n<\/div><input type='hidden' name='question_id[]' value='9461' \/><textarea name='answer-9461[]' rows='5' cols='40' id='textarea_q_9461' class='watu-textarea watu-textarea-2'><\/textarea><div class='watu-questions-wrap '><\/div><div class='show-question-feedback' style='display:none;'><img decoding=\"async\" src=\"https:\/\/exam.real4prep.com\/wp-content\/uploads\/2023\/11\/MB-230-4ce0d982da60476c7b9ebd8faa175e11.jpg\"\/><br\/>Explanation<br\/>Step 1: Create a new ruleset in a workstream.<br\/>To create a logical work classification ruleset, do the following steps:<br\/>1. In Customer Service admin center, Omnichannel admin center, or Customer Service Hub, select a workstream, and in the Routing rules area, for the Work classification (optional) option, select Create Ruleset.<br\/>2. On the Work classification page, select Create new, and in the Create work classification ruleset dialog, select Logical rules in Rule type, and enter a name and description. By default, the root record is selected and displayed at the top of the condition builder for ease of reference and visibility of the record for which you are creating the rule.<br\/>Step 2: Create a new manual rule named Bronze.<br\/>3. In the Decision list area, select Create Rule, and on the Create work classification rule dialog, enter a name.<br\/>Step 3: Create a condition for the Bronze rule.<br\/>4. In the Conditions area, define the conditions according to your business needs. If you are creating classification rules for records, then the top-level condition is automatically populated. You can define conditions for up to two levels of the related records and attributes.<br\/>5. In the Output area, select the attribute for which value needs to be set if the conditions are met.<br\/>6. Repeat steps 3 through 5 to create the demand rules.<br\/>Step 4: Create a rule named 5-hour response from the decision list.<br\/>Step 5: Create a demand rule for the Bronze rule.<br\/>Reference:<br\/>https:\/\/docs.microsoft.com\/en-us\/dynamics365\/customer-service\/configure-work-classification<\/div><input type='button' class='showchecked' style='margin: 10px 0;' onclick='showanswer1(2,this)' id='btn-2' value='See Answer'  \/><input type='hidden' id='questionType2' value='textarea' class=''><\/div><div class='watu-question' id='question-3'><div class='question-content'><p><strong>QUESTION 15<\/strong><br \/>You are setting up channels for Omnichannel for Customer Service.<br \/>You want to set up a channel for a WhatsApp app.<br \/>You need to configure the channel.<br \/>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.<br \/><img decoding=\"async\" src=\"https:\/\/exam.real4prep.com\/wp-content\/uploads\/2023\/11\/MB-230-798c619233aa8e5002ee887c3b50a563.jpg\"\/><\/p>\n<\/div><input type='hidden' name='question_id[]' value='9462' \/><textarea name='answer-9462[]' rows='5' cols='40' id='textarea_q_9462' class='watu-textarea watu-textarea-3'><\/textarea><div class='watu-questions-wrap '><\/div><div class='show-question-feedback' style='display:none;'><img decoding=\"async\" src=\"https:\/\/exam.real4prep.com\/wp-content\/uploads\/2023\/11\/MB-230-5e1d0ef4ce5345e24f0385c07c3dc603.jpg\"\/><br\/>Explanation<br\/><img decoding=\"async\" src=\"https:\/\/exam.real4prep.com\/wp-content\/uploads\/2023\/11\/MB-230-25cf6737392a6b1bdc2be338a687b362.jpg\"\/><\/div><input type='button' class='showchecked' style='margin: 10px 0;' onclick='showanswer1(3,this)' id='btn-3' value='See Answer'  \/><input type='hidden' id='questionType3' value='textarea' class=''><\/div><div class='watu-question' id='question-4'><div class='question-content'><p><strong>QUESTION 16<\/strong><br \/>You are a Dynamics 365 for Customer Service system administrator.<br \/>You need to create service-level agreements (SLAs) to meet company requirements.<br \/>What SLA types should you use? To answer, drag the appropriate SLA types to the correct requirements. Each SLA type 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.<br \/>NOTE: Each correct selection is worth one point.<br \/><img decoding=\"async\" src=\"https:\/\/exam.real4prep.com\/wp-content\/uploads\/2023\/11\/MB-230-d2d89c8b9601c477e322ea5e2aca9060.jpg\"\/><\/p>\n<\/div><input type='hidden' name='question_id[]' value='9463' \/><textarea name='answer-9463[]' rows='5' cols='40' id='textarea_q_9463' class='watu-textarea watu-textarea-4'><\/textarea><div class='watu-questions-wrap '><\/div><div class='show-question-feedback' style='display:none;'><img decoding=\"async\" src=\"https:\/\/exam.real4prep.com\/wp-content\/uploads\/2023\/11\/MB-230-8eab291a46c541067220cb47d9edf24f.jpg\"\/><br\/>Explanation<br\/><img decoding=\"async\" src=\"https:\/\/exam.real4prep.com\/wp-content\/uploads\/2023\/11\/MB-230-77ee7286b22c66533aa8dd687f265ef7.jpg\"\/><br\/>References:<br\/>https:\/\/docs.microsoft.com\/en-us\/dynamics365\/customer-engagement\/customer-service\/define-service-levelagree<\/div><input type='button' class='showchecked' style='margin: 10px 0;' onclick='showanswer1(4,this)' id='btn-4' value='See Answer'  \/><input type='hidden' id='questionType4' value='textarea' class=''><\/div><div class='watu-question' id='question-5'><div class='question-content'><p><strong>QUESTION 17<\/strong><br \/>A client plans to implement a case resolution process.<br \/>Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area.<br \/>NOTE:Each correct selection is worth one point.<br \/><img decoding=\"async\" src=\"https:\/\/exam.real4prep.com\/wp-content\/uploads\/2023\/11\/MB-230-0666482fe6cb452af1e7957eda180e5a.jpg\"\/><\/p>\n<\/div><input type='hidden' name='question_id[]' value='9464' \/><textarea name='answer-9464[]' rows='5' cols='40' id='textarea_q_9464' class='watu-textarea watu-textarea-5'><\/textarea><div class='watu-questions-wrap '><\/div><div class='show-question-feedback' style='display:none;'><img decoding=\"async\" src=\"https:\/\/exam.real4prep.com\/wp-content\/uploads\/2023\/11\/MB-230-476fa05601d32de597d40059ba56c965.jpg\"\/><\/div><input type='button' class='showchecked' style='margin: 10px 0;' onclick='showanswer1(5,this)' id='btn-5' value='See Answer'  \/><input type='hidden' id='questionType5' value='textarea' class=''><\/div><div class='watu-question' id='question-6'><div class='question-content'><p><strong>QUESTION 18<\/strong><br \/>You need to configure the options for the schedule.<br \/>Which options should you configure? To answer, select the appropriate options in the answer area.<br \/>NOTE: Each correct selection is worth one point.<br \/><img decoding=\"async\" src=\"https:\/\/exam.real4prep.com\/wp-content\/uploads\/2023\/11\/MB-230-31a11bd47355ed5f94d8ba3118b7dcda.jpg\"\/><\/p>\n<\/div><input type='hidden' name='question_id[]' value='9465' \/><textarea name='answer-9465[]' rows='5' cols='40' id='textarea_q_9465' class='watu-textarea watu-textarea-6'><\/textarea><div class='watu-questions-wrap '><\/div><div class='show-question-feedback' style='display:none;'><img decoding=\"async\" src=\"https:\/\/exam.real4prep.com\/wp-content\/uploads\/2023\/11\/MB-230-5514577defead3d9c80f6310cf136530.jpg\"\/><br\/>Explanation<br\/>Graphical user interface, text, application Description automatically generated<br\/><img decoding=\"async\" src=\"https:\/\/exam.real4prep.com\/wp-content\/uploads\/2023\/11\/MB-230-e243ea3356bd893fbffd27d993d2f66d.jpg\"\/><br\/>Reference:<br\/>https:\/\/docs.microsoft.com\/en-us\/dynamics365\/customer-service\/resources-service-scheduling<\/div><input type='button' class='showchecked' style='margin: 10px 0;' onclick='showanswer1(6,this)' id='btn-6' value='See Answer'  \/><input type='hidden' id='questionType6' value='textarea' class=''><\/div><div class='watu-question' id='question-7'><div class='question-content'><p><strong>QUESTION 19<\/strong><br \/>Your organization uses enhanced service level agreements (SLA&#8217;s).<br \/>You need to create a view that displays the SLA failure and succeeded time for data related to a case.<br \/>Which entity should you use to select the fields?<\/p>\n<\/div><input type='hidden' name='question_id[]' value='9466' \/><div class='watu-questions-wrap '><input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='36786' \/><div class='watu-question-choice'><input type='radio' name='answer-9466[]' id='answer-id-36786' class='answer answer-7 js-answer-label answerof-9466' value='36786' \/>&nbsp;<label for='answer-id-36786' id='answer-label-36786' class='js-answer-label answer label-7'><span class='answer'>SLA<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='36787' \/><div class='watu-question-choice'><input type='radio' name='answer-9466[]' id='answer-id-36787' class='answer answer-7 js-answer-label answerof-9466' value='36787' \/>&nbsp;<label for='answer-id-36787' id='answer-label-36787' class='js-answer-label answer label-7'><span class='answer'>enhanced SLA C<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='36788' \/><div class='watu-question-choice'><input type='radio' name='answer-9466[]' id='answer-id-36788' class='answer answer-7 php-answer-label answerof-9466' value='36788' \/>&nbsp;<label for='answer-id-36788' id='answer-label-36788' class='php-answer-label answer label-7'><span class='answer'>SLA KPI Instance<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='36789' \/><div class='watu-question-choice'><input type='radio' name='answer-9466[]' id='answer-id-36789' class='answer answer-7 js-answer-label answerof-9466' value='36789' \/>&nbsp;<label for='answer-id-36789' id='answer-label-36789' class='js-answer-label answer label-7'><span class='answer'>SLA Item<\/span><\/label><\/div>\n<\/div><div class='show-question-feedback' style='display:none;'><\/div><input type='button' class='showchecked' style='margin: 10px 0;' onclick='showanswer1(7,this)' id='btn-7' value='See Answer'  \/><input type='hidden' id='questionType7' value='radio' class=''><\/div><div class='watu-question' id='question-8'><div class='question-content'><p><strong>QUESTION 20<\/strong><br \/>You are setting up Omnichannel for Customer Service.<br \/>You need to automate the following tasks to make it easier and quicker for representatives to assist customers:<br \/>* Establish a one-step process to send a predefined email to customers once a representative is done helping them.<br \/>* Ensure that representatives ask predefined questions to identify a customer before troubleshooting a case.<br \/>* Have chatbots available to help make recommendations in typed conversations.<br \/>Which tools should you use? To answer, drag the appropriate tools to the correct requirements. Each tool 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.<br \/><img decoding=\"async\" src=\"https:\/\/exam.real4prep.com\/wp-content\/uploads\/2023\/11\/MB-230-4d92349b7da034df1b361c8d0461178b.jpg\"\/><\/p>\n<\/div><input type='hidden' name='question_id[]' value='9467' \/><textarea name='answer-9467[]' rows='5' cols='40' id='textarea_q_9467' class='watu-textarea watu-textarea-8'><\/textarea><div class='watu-questions-wrap '><\/div><div class='show-question-feedback' style='display:none;'><img decoding=\"async\" src=\"https:\/\/exam.real4prep.com\/wp-content\/uploads\/2023\/11\/MB-230-aa5f43ac043ce0ca8307f83ad433918a.jpg\"\/><br\/>Explanation<br\/>Graphical user interface, application Description automatically generated with medium confidence<br\/><img decoding=\"async\" src=\"https:\/\/exam.real4prep.com\/wp-content\/uploads\/2023\/11\/MB-230-93384ca5a6a83d2275b073994685832b.jpg\"\/><br\/>Box 1: Resources<br\/>Establish a one-step process to send a predefined email to customers once a representative is done helping them.<br\/>Box 2: Security roles<br\/>Ensure that representatives ask predefined questions to identify a customer before troubleshooting a case.<br\/>Assign a security role<br\/>Security roles control a user&#8217;s access to data through a set of access levels and permissions. The combination of access levels and permissions that are included in a specific security role sets limits on the user&#8217;s view of data and on the user&#8217;s interactions with that data.<br\/>Box 3: Working hours<br\/>Have chatbots available to help make recommendations in typed conversations.<br\/>Operating hours define the hours when your organization&#8217;s customer support team is active and available to serve customers. By setting up operating hours, you help your customers and your organization work together to resolve issues.<br\/>The operating hour schedules cater to the following scenarios:<br\/>Display the non-availability of customer support on public holidays that are otherwise operating hours.<br\/>Accommodate change of calendar timings for daylight saving time twice an year for timezones that have implemented the daylight saving time.<br\/>*-&gt; Set up separate schedules for agents, bots, and queues to cater to different business scenarios and product lines seamlessly for any channel.<br\/>Define schedules to transition customer queues from bots to agents.<br\/>Customize the display and other settings of the chat widget during non-business hours.<br\/>Reference:<br\/>https:\/\/docs.microsoft.com\/en-us\/power-platform\/admin\/create-users<br\/>https:\/\/docs.microsoft.com\/en-us\/dynamics365\/customer-service\/create-operating-hours?tabs=customerservicead<\/div><input type='button' class='showchecked' style='margin: 10px 0;' onclick='showanswer1(8,this)' id='btn-8' value='See Answer'  \/><input type='hidden' id='questionType8' value='textarea' class=''><\/div><div class='watu-question' id='question-9'><div class='question-content'><p><strong>QUESTION 21<\/strong><br \/>You need to configure the system to notify managers about unhappy patients.<br \/>What should you do?<\/p>\n<\/div><input type='hidden' name='question_id[]' value='9468' \/><div class='watu-questions-wrap '><input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='36790' \/><div class='watu-question-choice'><input type='radio' name='answer-9468[]' id='answer-id-36790' class='answer answer-9 js-answer-label answerof-9468' value='36790' \/>&nbsp;<label for='answer-id-36790' id='answer-label-36790' class='js-answer-label answer label-9'><span class='answer'>Configure Omnichannel Insights.<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='36791' \/><div class='watu-question-choice'><input type='radio' name='answer-9468[]' id='answer-id-36791' class='answer answer-9 js-answer-label answerof-9468' value='36791' \/>&nbsp;<label for='answer-id-36791' id='answer-label-36791' class='js-answer-label answer label-9'><span class='answer'>Set a routing rule for escalations.<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='36792' \/><div class='watu-question-choice'><input type='radio' name='answer-9468[]' id='answer-id-36792' class='answer answer-9 php-answer-label answerof-9468' value='36792' \/>&nbsp;<label for='answer-id-36792' id='answer-label-36792' class='php-answer-label answer label-9'><span class='answer'>Change the value of the Monitor real-time customer sentiment option to Yes.<\/span><\/label><\/div>\n<\/div><div class='show-question-feedback' style='display:none;'>Reference:<br\/>https:\/\/docs.microsoft.com\/en-us\/dynamics365\/customer-service\/oc-monitor-real-time-customer-sentimentsessio<br\/>Topic 2, Humongous Insurance<br\/>Case Study<br\/>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.<br\/>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.<br\/>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.<br\/>To start the case study<br\/>To display the first question in this case study, click the   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   button to return to the question.<br\/>Background<br\/>Humongous Insurance is contracted to process all insurance claims for a health facility that accepts the following types of health insurance:<br\/>* Health maintenance organization (HMO)<br\/>* Preferred-provider organization (PPO)<br\/>* Gold<br\/>Cases are classified as new claims, claim disputes, and follow-ups. Each insured person is entitled to open 25 new cases each calendar year.<br\/>Support representatives specialize by and process claims by insurance type.<br\/>Humongous Insurance currently accepts claims only by telephone. The call center is open from 06:00 GMT to<br\/>24:00 GMT daily. Call center staff work one of the following shifts: 06:00 GMT to 12:00 GMT, 12:00 GMT to 18:00 GMT, and 18:00 GMT to 24:00 GMT.<br\/>When a case is received by email, a staff member categorizes the case as email and closes the case immediately.<br\/>Current environment<br\/>* Humongous Insurance has three departments to handle claim types: HMO, PPO, and Gold.<br\/>* The company uses handwritten forms to send claims information to the correct department.<br\/>* Each department maintains a workbook to record calls received.<br\/>Requirements. Support desk<br\/>* Configure the system to track the number of insurance claims filed each year.<br\/>* Categorize claims by type as they are opened.<br\/>* Configure the system to track staff responsiveness to service-level agreements (SLAs).<br\/>* Ensure that business hours reflect the hours that support staff are scheduled.<br\/>Requirements. Case handling<br\/>* All new cases must be automatically placed into a queue based on insurance type after the type is selected.<br\/>* All insurance types need to be automatically moved to the proper queue when the subject is picked.<br\/>* All cases must be created and closed immediately when received.<br\/>* The status reason must be set to Email Sent or Phone Call.<br\/>* Information must be restricted by insurance and phone call type.<br\/>* Managers must be alerted when customers reach their limit of 25 cases for the year.<br\/>* Changes to cases must not be counted against entitlements until the case is closed.<br\/>Requirements. Disputes<br\/>* Claim disputes must be categorized as low priority.<br\/>* The status for all disputed cases must be set to Review by a Manager before a disputed case may be closed.<br\/>Requirements. Knowledge base<br\/>* A knowledge base must be used as a repository for all answers.<br\/>* Representatives must be able to search the knowledge base when opening a new case for similar claims.<br\/>* Representatives must be able to search across all entities at all times.<br\/>* Searches must check any field in the entity for matches in a single search.<br\/>* Searches must return results in a single list and sort the list so that the most relevant results appear at the top of the list.<br\/>* Representatives must be able to link the knowledge base to cases when applicable.<br\/>* Representatives must create a new knowledge base article if an answer is not found in the existing knowledge base.<br\/>* Representatives must be able to use SQL-like syntax to search the knowledge base.<br\/>Requirements. Service-level agreements<br\/>When a customer calls to open a claim, the company must respond to the caller within the following time frames:<br\/><img decoding=\"async\" src=\"https:\/\/exam.real4prep.com\/wp-content\/uploads\/2023\/11\/MB-230-1b470e39a631ab6612477779b906e728.jpg\"\/><br\/>Requirements. Alerts<br\/>* Cases must be flagged when they are past the SLA threshold.<br\/>* An email alert must be sent to the manager to indicate an SLA noncompliance.<br\/>* An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.<br\/>* Send an email alert to support managers when disputes are ready to be closed.<br\/>* Send an email alert to customers when cases are closed.<br\/>Requirements. Issues<br\/>* The current process is all manual and not efficient.<br\/>* There is no easy way to determine whether the company is meeting its SLAs.<br\/>* Representatives are often inconsistent regarding how they handle customers and answer customer questions.<br\/>* There is no accountability for any of the representatives who take calls.<\/div><input type='button' class='showchecked' style='margin: 10px 0;' onclick='showanswer1(9,this)' id='btn-9' value='See Answer'  \/><input type='hidden' id='questionType9' value='radio' class=''><\/div><div class='watu-question' id='question-10'><div class='question-content'><p><strong>QUESTION 22<\/strong><br \/>A company must standardize the management of web leads and leads generated across their internal and external sales teams.<br \/>You need to create an entitlement.<br \/>Which type of entitlement should you create?<\/p>\n<\/div><input type='hidden' name='question_id[]' value='9469' \/><div class='watu-questions-wrap '><input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='36793' \/><div class='watu-question-choice'><input type='radio' name='answer-9469[]' id='answer-id-36793' class='answer answer-10 js-answer-label answerof-9469' value='36793' \/>&nbsp;<label for='answer-id-36793' id='answer-label-36793' class='js-answer-label answer label-10'><span class='answer'>Multi-channel<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='36794' \/><div class='watu-question-choice'><input type='radio' name='answer-9469[]' id='answer-id-36794' class='answer answer-10 php-answer-label answerof-9469' value='36794' \/>&nbsp;<label for='answer-id-36794' id='answer-label-36794' class='php-answer-label answer label-10'><span class='answer'>Omnichannel<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='36795' \/><div class='watu-question-choice'><input type='radio' name='answer-9469[]' id='answer-id-36795' class='answer answer-10 js-answer-label answerof-9469' value='36795' \/>&nbsp;<label for='answer-id-36795' id='answer-label-36795' class='js-answer-label answer label-10'><span class='answer'>Teams channel<\/span><\/label><\/div>\n<\/div><div class='show-question-feedback' style='display:none;'>Omni-channel: An omni-channel solution offers two or more channel experiences to customers, and the customer experience is consistent across channels. The context of the case and customer is used to streamline the experience across apps. For example, a customer starts on a self-service portal but then starts a chat conversation. All the pages that the customer has opened are available to the agent.<br\/>By providing multi-channel or omni-channel solutions to your customer, you help guarantee that each customer can interact with your organization by using the option that&#8217;s best for him or her. When you provide multi-channel or omni-channel solutions, you must also consider the effect on the organization. Although it&#8217;s important to make sure that customers have a consistent experience when they work with the different channels, it&#8217;s also important to remember that each channel is different.<br\/>Reference:<br\/>https:\/\/www.globalits.bh\/how-customer-service-can-handle-entitlement-channels-in-dynamics-365\/<\/div><input type='button' class='showchecked' style='margin: 10px 0;' onclick='showanswer1(10,this)' id='btn-10' value='See Answer'  \/><input type='hidden' id='questionType10' value='radio' class=''><\/div><div class='watu-question' id='question-11'><div class='question-content'><p><strong>QUESTION 23<\/strong><br \/>You need to configure the options for the schedule.<br \/>Which options should you configure? To answer, select the appropriate options in the answer area.<br \/>NOTE: Each correct selection is worth one point.<br \/><img decoding=\"async\" src=\"https:\/\/exam.real4prep.com\/wp-content\/uploads\/2023\/11\/MB-230-2e1876530881131d5d1f0dd57acf7f26.jpg\"\/><\/p>\n<\/div><input type='hidden' name='question_id[]' value='9470' \/><textarea name='answer-9470[]' rows='5' cols='40' id='textarea_q_9470' class='watu-textarea watu-textarea-11'><\/textarea><div class='watu-questions-wrap '><\/div><div class='show-question-feedback' style='display:none;'><img decoding=\"async\" src=\"https:\/\/exam.real4prep.com\/wp-content\/uploads\/2023\/11\/MB-230-be629ef05086b399f48377787434214b.jpg\"\/><br\/>Explanation<br\/>Graphical user interface, text, application Description automatically generated<br\/><img decoding=\"async\" src=\"https:\/\/exam.real4prep.com\/wp-content\/uploads\/2023\/11\/MB-230-3cb93d7da98f680541c76a94b0817632.jpg\"\/><br\/>Reference:<br\/>https:\/\/docs.microsoft.com\/en-us\/dynamics365\/customer-service\/resources-service-scheduling<\/div><input type='button' class='showchecked' style='margin: 10px 0;' onclick='showanswer1(11,this)' id='btn-11' value='See Answer'  \/><input type='hidden' id='questionType11' value='textarea' class=''><\/div><div class='watu-question' id='question-12'><div class='question-content'><p><strong>QUESTION 24<\/strong><br \/>You need to configure the correct settings.<br \/>Which settings should you configure? To answer, select the appropriate options in the answer area.<br \/>NOTE: Each correct selection is worth one point.<br \/><img decoding=\"async\" src=\"https:\/\/exam.real4prep.com\/wp-content\/uploads\/2023\/11\/MB-230-10773e4fc6b26761511f2f1a1c7d8c97.jpg\"\/><\/p>\n<\/div><input type='hidden' name='question_id[]' value='9471' \/><textarea name='answer-9471[]' rows='5' cols='40' id='textarea_q_9471' class='watu-textarea watu-textarea-12'><\/textarea><div class='watu-questions-wrap '><\/div><div class='show-question-feedback' style='display:none;'><img decoding=\"async\" src=\"https:\/\/exam.real4prep.com\/wp-content\/uploads\/2023\/11\/MB-230-857d15b096f1d0df5f79bbd0e3dcb0fa.jpg\"\/><\/div><input type='button' class='showchecked' style='margin: 10px 0;' onclick='showanswer1(12,this)' id='btn-12' value='See Answer'  \/><input type='hidden' id='questionType12' value='textarea' class=''><\/div><div class='watu-question' id='question-13'><div class='question-content'><p><strong>QUESTION 25<\/strong><br \/>You are setting up Omnichannel for Customer Service.<br \/>You need to automate the following tasks to make it easier and quicker for representatives to assist customers:<br \/>Establish a one-step process to send a predefined email to customers once a representative is done helping them.<br \/>Ensure that representatives ask predefined questions to identify a customer before troubleshooting a case.<br \/>Have chatbots available to help make recommendations in typed conversations.<br \/>Which tools should you use? To answer, drag the appropriate tools to the correct requirements. Each tool 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.<br \/><img decoding=\"async\" src=\"https:\/\/exam.real4prep.com\/wp-content\/uploads\/2023\/11\/MB-230-63e254de41cd3b40e69d1ec7a24420fe.jpg\"\/><\/p>\n<\/div><input type='hidden' name='question_id[]' value='9472' \/><textarea name='answer-9472[]' rows='5' cols='40' id='textarea_q_9472' class='watu-textarea watu-textarea-13'><\/textarea><div class='watu-questions-wrap '><\/div><div class='show-question-feedback' style='display:none;'><img decoding=\"async\" src=\"https:\/\/exam.real4prep.com\/wp-content\/uploads\/2023\/11\/MB-230-c6c5b7062991d100210be5770f9bb39d.jpg\"\/><br\/>Explanation<br\/>Graphical user interface, application Description automatically generated with medium confidence<br\/><img decoding=\"async\" src=\"https:\/\/exam.real4prep.com\/wp-content\/uploads\/2023\/11\/MB-230-b7a7cdb4d2f09456abd5a807bb278581.jpg\"\/><br\/>Box 1: Resources<br\/>Establish a one-step process to send a predefined email to customers once a representative is done helping them.<br\/>Box 2: Security roles<br\/>Ensure that representatives ask predefined questions to identify a customer before troubleshooting a case.<br\/>Assign a security role<br\/>Security roles control a user&#8217;s access to data through a set of access levels and permissions. The combination of access levels and permissions that are included in a specific security role sets limits on the user&#8217;s view of data and on the user&#8217;s interactions with that data.<br\/>Box 3: Working hours<br\/>Have chatbots available to help make recommendations in typed conversations.<br\/>Operating hours define the hours when your organization&#8217;s customer support team is active and available to serve customers. By setting up operating hours, you help your customers and your organization work together to resolve issues.<br\/>The operating hour schedules cater to the following scenarios:<br\/>Display the non-availability of customer support on public holidays that are otherwise operating hours.<br\/>Accommodate change of calendar timings for daylight saving time twice an year for timezones that have implemented the daylight saving time.<br\/>*-&gt; Set up separate schedules for agents, bots, and queues to cater to different business scenarios and product lines seamlessly for any channel.<br\/>Define schedules to transition customer queues from bots to agents.<br\/>Customize the display and other settings of the chat widget during non-business hours.<br\/>Reference:<br\/>https:\/\/docs.microsoft.com\/en-us\/power-platform\/admin\/create-users<br\/>https:\/\/docs.microsoft.com\/en-us\/dynamics365\/customer-service\/create-operating-hours?tabs=customerservicead<\/div><input type='button' class='showchecked' style='margin: 10px 0;' onclick='showanswer1(13,this)' id='btn-13' value='See Answer'  \/><input type='hidden' id='questionType13' value='textarea' class=''><\/div><div class='watu-question' id='question-14'><div class='question-content'><p><strong>QUESTION 26<\/strong><br \/>You make a phone call regarding an existing case record.<br \/>You need to create a phone call activity that appears on the case record timeline.<br \/>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.<br \/><img decoding=\"async\" src=\"https:\/\/exam.real4prep.com\/wp-content\/uploads\/2023\/11\/MB-230-a6f0b316e0a4d39a7758558f7ddfb8b8.jpg\"\/><\/p>\n<\/div><input type='hidden' name='question_id[]' value='9473' \/><textarea name='answer-9473[]' rows='5' cols='40' id='textarea_q_9473' class='watu-textarea watu-textarea-14'><\/textarea><div class='watu-questions-wrap '><\/div><div class='show-question-feedback' style='display:none;'><img decoding=\"async\" src=\"https:\/\/exam.real4prep.com\/wp-content\/uploads\/2023\/11\/MB-230-d00fbdce40f774c99bdda68e5625948c.jpg\"\/><br\/>Explanation<br\/><img decoding=\"async\" src=\"https:\/\/exam.real4prep.com\/wp-content\/uploads\/2023\/11\/MB-230-5dc383025d89811174c1b5133785a100.jpg\"\/><\/div><input type='button' class='showchecked' style='margin: 10px 0;' onclick='showanswer1(14,this)' id='btn-14' value='See Answer'  \/><input type='hidden' id='questionType14' value='textarea' class=''><\/div><div class='watu-question' id='question-15'><div class='question-content'><p><strong>QUESTION 27<\/strong><br \/>A customer uses Dynamics 365 for Customer Service.<br \/>Customer service representatives must be able to create knowledge base articles.<br \/>You need to ensure that all knowledge base articles are submitted for review and approval before they are made available to use.<br \/>Which four actions must be performed in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.<br \/><img decoding=\"async\" src=\"https:\/\/exam.real4prep.com\/wp-content\/uploads\/2023\/11\/MB-230-ce29f6b99ba8d09943992c7efbd738ab.jpg\"\/><\/p>\n<\/div><input type='hidden' name='question_id[]' value='9474' \/><textarea name='answer-9474[]' rows='5' cols='40' id='textarea_q_9474' class='watu-textarea watu-textarea-15'><\/textarea><div class='watu-questions-wrap '><\/div><div class='show-question-feedback' style='display:none;'><img decoding=\"async\" src=\"https:\/\/exam.real4prep.com\/wp-content\/uploads\/2023\/11\/MB-230-f4225285f02cd0bfeef59475fb4fea32.jpg\"\/><br\/>1 &#8211; Create a knowledge article<br\/>2 &#8211; Mark the knowledge article for review<br\/>3 &#8211; Approve the article<br\/>4 &#8211; publish the 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