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ユニークなMB-230試験概要試験-試験の準備方法-効率的なMB-230日本語学習内容

ちなみに、Xhs1991 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=1ldhEotN4wDiVsy1KVZMtGFMVvTit7QT9

他の同様の教育プラットフォームとは異なり、MB-230クイズガイドは、分類なしのランダムな蓄積ではなく、マルチプレート配布用の資料を割り当てます。 MB-230準備トレントは、さまざまな文化レベルのユーザーにより適したMB-230テスト資料を開発するために、従来の学習プラットフォームの利点に吸収され、その欠点を認識しています。そして、MB-230試験材料は、プレートの多くの研究部分がユーザーの熱意を喚起するのに十分であり、ユーザーが集中力を維持できるようにします。

MB-230試験は、カスタマーサービスプロセスをしっかりと理解しており、ダイナミクス365を使用した経験を持つ専門家を対象としています。 Microsoft Dynamics365を使用したカスタマーサービス管理の専門知識は、この試験に合格して、候補者が組織のニーズを満たすためにDynamics 365カスタマーサービスアプリケーションを効果的に構成および管理するために必要なスキルを持っていることを示しています。

Microsoft MB-230認定試験は、Dynamics 365カスタマーサービス機能コンサルタントの役割の専門知識を実証したい専門家向けに設計されています。この認定試験では、効果的で効率的で顧客中心のカスタマーサービスソリューションを設計および実装する候補者の能力を測定します。この認定試験は、Dynamics 365カスタマーサービスで働く専門家にとって最も人気のある認定の1つです。

>> MB-230試験概要 <<

Microsoft MB-230日本語学習内容 & MB-230資格認定

MB-230認定試験は専門知識と情報技術を検査する試験で、Xhs1991が一日早くMicrosoftのMB-230認定試験「Microsoft Dynamics 365 Customer Service Functional Consultant」に合格させるのサイトで試験の前に弊社が提供する訓練練習問題をテストして、短い時間であなたの収穫が大きいです。

MB-230認定試験の準備をするために、候補者は、オンラインコース、インストラクター主導のトレーニング、自己ペースの学習オプションなど、さまざまなトレーニングリソースを活用できます。これらのリソースは、候補者が試験でカバーされている分野で知識とスキルを築くのに役立つように設計されています。

Microsoft Dynamics 365 Customer Service Functional Consultant 認定 MB-230 試験問題 (Q230-Q235):

質問 # 230
Case Study 2 - Lamna Healthcare
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.
You need to set up the analytics functionality.
What should you do?

• A. Create a new dashboard in Dynamics 365 Customer Service and select the correct information.
• B. Connect the data through Dynamics 365 Customer Service Insights to Dynamics 365 Customer Service.
• C. Connect the data through Dynamics 365 Customer Service to Dynamics 365 Customer Service Insights.
• D. Install the solution and menu items that will appear in Dynamics 365 Customer Service.
• E. Select the System Management menus and configure them in the settings.

正解：A

 

質問 # 231
You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review.
You approve some articles and revert some articles to draft status.
For each action, what should you do next? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

正解：

解説：

 

質問 # 232
You are provisioning Omnichannel for Customer Service.
You need to configure the system.
What should you do? To answer, select the appropriate options in the answer area NOTE: Each correct selection is worth one point.

正解：

解説：

Explanation:

 

質問 # 233
You are creating surveys for Voice of the Customer (VoC).
You need to configure VoC to ensure that recipients can unsubscribe to surveys.
Which two survey features should you use? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

• A. Add an Unsubscribe check box after each question.
• B. Set the Allow unsubscribe setting to Yes.
• C. Configure the survey to display when Dynamics 365 customers receive email and enable the Unsubscribe option.
• D. Give users the option to unsubscribe from different features of the survey.

正解：B、C

解説：
Section: Topic 4, Configure Voice of the Customer
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advanced- survey#add-the-unsubscribe-option-to-a-survey

 

質問 # 234
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.

正解：

解説：

Explanation:

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

 

質問 # 235
......

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