MB-230 Exam Material - MB-230 Valid Exam Sims, MB-230 Valid Exam Cram

BONUS!!! Download part of ExamsTorrent MB-230 dumps for free: https://drive.google.com/open?id=1myR9a6U-bo7VvUsecipkjuvXQRM89UgX

Why You Should Choose ExamsTorrent MB-230 Valid Exam Sims, Microsoft MB-230 Exam Material We are 7*24 on-line service support; whenever you have questions about our real test dumps we will reply you in two hours, Most of you candidates must have been stopped by the rather complex and difficult Microsoft MB-230 test, and most of you must have complained about the tiresome learning process of long-time paper study, Try download the free MB-230 pdf demo before decide to buy.

It doesn't just give you an overview and then (https://www.examstorrent.com/microsoft-dynamics-365-customer-service-functional-consultant-valid-torrent-10160.html) tell you to go look at other books for the detail, Use your review to your advantage, The Adjacency Table, Whatever your Six Sigma (https://www.examstorrent.com/microsoft-dynamics-365-customer-service-functional-consultant-valid-torrent-10160.html) goals, this book will help you achieve them faster—with less pain, cost, or risk.

Download MB-230 Exam Dumps

At the time there were no boot camps, Why You Should Choose ExamsTorrent, MB-230 Valid Exam Sims We are 7*24 on-line service support; whenever you have questions about our real test dumps we will reply you in two hours.

Most of you candidates must have been stopped by the rather complex and difficult Microsoft MB-230 test, and most of you must have complained about the tiresome learning process of long-time paper study.

Try download the free MB-230 pdf demo before decide to buy, This book covers all the objectives of the certification exam, The value of a brand is that the MB-230 study materials are more than just exam preparation tool -- it should be part of our lives, into our daily lives.

Valid MB-230 Exam Material & Correct MB-230 Valid Exam Sims & MB-230 Valid Exam Cram

And it has definitive question training of exam with totally hit rate, If you are feeling stressed about your Certification MB-230 exam and you are not well prepared exam so, now you don’t need to worry about it.

To let the client be familiar with the atmosphere of the MB-230 exam we provide the function to stimulate the exam and the timing function of our study materials to adjust your speed to answer the questions.

All of the MB-230 - Microsoft Dynamics 365 Customer Service Functional Consultant Beta preparation material is prepared and organized by industry experienced professionals and experts so, Many efficient learning methods have been exerted widely.

Our money is guaranteed.

Download Microsoft Dynamics 365 Customer Service Functional Consultant Exam Dumps

NEW QUESTION 46

Drag and Drop Question

A company uses Dynamics 365 Customer Service.

You need to implement queues to meet company requirements.

Which types of queues should you use? To answer, drag the appropriate queue types to the correct requirements. Each queue 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.

NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:

https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage- activities-cases

NEW QUESTION 47

Your company uses Dynamics 365 Customer Service.

You are designing a survey to send out each time a case closes. The survey must adapt to display additional questions within the same survey if a customer chooses Dissatisfied as a survey answer.

You need to configure the survey.

Which feature should you use?

A. Post-survey message
B. Multiple answer
C. Multiple-page survey
D. Branching rule

Answer: D

Explanation:

Branching rules allow you to customize the flow of your survey. You can show or hide questions, choose to navigate to another question or survey, or even open a website based on the response to a question. Branching rules make your surveys interactive and ensure that only relevant questions are displayed to respondents.

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-voice/create-branching-rule

NEW QUESTION 48

Case Study 1 - Humongous Insurance

Background

Humongous Insurance is contracted to process all insurance claims for a health facility that accepts the following types of health insurance:

* Health maintenance organization (HMO)

* Preferred-provider organization (PPO)

* Gold

Cases are classified as new claims, claim disputes, and follow-ups. Each insured person is entitled to open 25 new cases each calendar year.

Support representatives specialize by and process claims by insurance type.

Humongous Insurance currently accepts claims only by telephone. The call center is open from

06:00 GMT to 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.

When a case is received by email, a staff member categorizes the case as email and closes the case immediately.

Current environment

* Humongous Insurance has three departments to handle claim types: HMO, PPO, and Gold.

* The company uses handwritten forms to send claims information to the correct department.

* Each department maintains a workbook to record calls received.

Requirements. Support desk

* Configure the system to track the number of insurance claims filed each year.

* Categorize claims by type as they are opened.

* Configure the system to track staff responsiveness to service-level agreements (SLAs).

* Ensure that business hours reflect the hours that support staff are scheduled.

Requirements. Case handling

* All new cases must be automatically placed into a queue based on insurance type after the type is selected.

* All insurance types need to be automatically moved to the proper queue when the subject is picked.

* All cases must be created and closed immediately when received.

* The status reason must be set to Email Sent or Phone Call.

* Information must be restricted by insurance and phone call type.

* Managers must be alerted when customers reach their limit of 25 cases for the year.

* Changes to cases must not be counted against entitlements until the case is closed.

Requirements. Disputes

* Claim disputes must be categorized as low priority.

* The status for all disputed cases must be set to Review by a Manager before a disputed case may be closed.

Requirements. Knowledge base

* A knowledge base must be used as a repository for all answers.

* Representatives must be able to search the knowledge base when opening a new case for similar claims.

* Representatives must be able to search across all entities at all times.

* Searches must check any field in the entity for matches in a single search.

* 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.

* Representatives must be able to link the knowledge base to cases when applicable.

* Representatives must create a new knowledge base article if an answer is not found in the existing knowledge base.

* Representatives must be able to use SQL-like syntax to search the knowledge base.

Requirements. Service-level agreements

When a customer calls to open a claim, the company must respond to the caller within the following time frames:

Requirements. Alerts

* Cases must be flagged when they are past the SLA threshold.

* An email alert must be sent to the manager to indicate an SLA noncompliance.

* An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.

* Send an email alert to support managers when disputes are ready to be closed.

* Send an email alert to customers when cases are closed.

Requirements. Issues

* The current process is all manual and not efficient.

* There is no easy way to determine whether the company is meeting its SLAs.

* Representatives are often inconsistent regarding how they handle customers and answer customer questions.

* There is no accountability for any of the representatives who take calls.

Drag and Drop Question

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.

Answer:

Explanation:

Explanation:

https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define- support-terms-customer

NEW QUESTION 49

You need to identify which actions are available in an enhanced service level agreement (SLA).

What are two possible actions that you can identify? Each correct answer presents a complete solution.