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| Type | Number of exam questions | Exam name | Exam code | Last updated |
| Free | 15 | Microsoft Dynamics 365 Customer Service | MB-230 | MB-230 dumps |
Question 1:
You need to configure the system to notify managers about unhappy patients.
What should you do?
Case Study Title (Case Study): A 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 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 healthcare services to communities across the region. The company provides telehealth services only and does not offer in-person appointments. The company has staff that speaks 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
1.
Each employee must use the system.
2.
Case managers must be users in the system but must not be available for the scheduling rotation or manually assigned.
3.
Patients must be offered at least three alternative times to schedule an appointment.
Requirements. Cases
1.
The system must support live chats, texting, and Twitter.
2.
Case representatives must be able to chat, text, and tweet without exiting the system they use to track calls.
3.
Case representatives must be able to chat live only with customers whose calls are routed or assigned to them.
4.
Managers must be able to monitor all communication as well as add or delete quick replies.
5.
Customer satisfaction representatives must be able to read agent scripts and workflows.
6.
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.
7.
There are two type of queues: regular and escalated.
8.
Tickets must be routed to the most qualified representative for the illness.
9.
Tickets assigned to a representative must be automatically placed in that representative\’s queue.
Requirements. Chat escalation process
1.
Each division must have one manager for escalations.
2.
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.
3.
Only escalations must go to the chat bot.
4.
You must create two types of Omnichannel queues: regular and escalated.
5.
Only managers must be able to access the Omnichannel Insights dashboard.
Requirements. Managers
1.
Managers must be able to review weekly productivity reports for representatives by using Omnichannel Insights dashboards.
2.
Managers must be able to monitor patient moods during patients
Correct Answer: C
Question 2:
What should managers use to perform weekly reviews with case representatives?
Case Study Title (Case Study): A 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
1.
Each employee must use the system.
2.
Case managers must be users in the system but must not be available for the scheduling rotation or manually assigned.
3.
Patients must be offered at least three alternative times to schedule an appointment.
Requirements. Cases
1.
The system must support live chats, texting, and Twitter.
2.
Case representatives must be able to chat, text, and tweet without exiting the system they use to track calls.
3.
Case representatives must be able to chat live only with customers whose calls are routed or assigned to them.
4.
Managers must be able to monitor all communication as well as add or delete quick replies.
5.
Customer satisfaction representatives must be able to read agent scripts and workflows.
6.
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.
7.
There are two type of queues: regular and escalated.
8.
Tickets must be routed to the most qualified representative for the illness.
9.
Tickets assigned to a representative must be automatically placed in that representative\’s queue.
Requirements. Chat escalation process
1.
Each division must have one manager for escalations.
2.
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.
3.
Only escalations must go to the chat bot.
4.
You must create two types of Omnichannel queues: regular and escalated.
5.
Only managers must be able to access the Omnichannel Insights dashboard.
Requirements. Managers
1.
Managers must be able to review weekly productivity reports for representatives by using Omnichannel Insights dashboards.
2.
Managers must be able to monitor patient moods during patients
Correct Answer: B
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/intraday-agents-insights
Question 3:
You need to configure the system to meet the workspace requirements for case representatives.
Which role should you assign to case representatives?
Case Study Title (Case Study): A 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 healthcare 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
1.
Each employee must use the system.
2.
Case managers must be users in the system but must not be available for the scheduling rotation or manually assigned.
3.
Patients must be offered at least three alternative times to schedule an appointment.
Requirements. Cases
1.
The system must support live chats, texting, and Twitter.
2.
Case representatives must be able to chat, text, and tweet without exiting the system they use to track calls.
3.
Case representatives must be able to chat live only with customers whose calls are routed or assigned to them.
4.
Managers must be able to monitor all communication as well as add or delete quick replies.
5.
Customer satisfaction representatives must be able to read agent scripts and workflows.
6.
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.
7.
There are two type of queues: regular and escalated.
8.
Tickets must be routed to the most qualified representative for the illness.
9.
Tickets assigned to a representative must be automatically placed in that representative\’s queue.
Requirements. Chat escalation process
1.
Each division must have one manager for escalations.
2.
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.
3.
Only escalations must go to the chat bot.
4.
You must create two types of Omnichannel queues: regular and escalated.
5.
Only managers must be able to access the Omnichannel Insights dashboard.
Requirements. Managers
1.
Managers must be able to review weekly productivity reports for representatives by using Omnichannel Insights dashboards.
2.
Managers must be able to monitor patient moods during patients
Correct Answer: C
Question 4:
You need to ensure that an appropriate resource for sick appointments can be scheduled.
What should you configure?
Case Study Title (Case Study): A 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
1.
Each employee must use the system.
2.
Case managers must be users in the system but must not be available for the scheduling rotation or manually assigned.
3.
Patients must be offered at least three alternative times to schedule an appointment.
Requirements. Cases
1.
The system must support live chats, texting, and Twitter.
2.
Case representatives must be able to chat, text, and tweet without exiting the system they use to track calls.
3.
Case representatives must be able to chat live only with customers whose calls are routed or assigned to them.
4.
Managers must be able to monitor all communication as well as add or delete quick replies.
5.
Customer satisfaction representatives must be able to read agent scripts and workflows.
6.
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.
7.
There are two type of queues: regular and escalated.
8.
Tickets must be routed to the most qualified representative for the illness.
9.
Tickets assigned to a representative must be automatically placed in that representative\’s queue.
Requirements. Chat escalation process
1.
Each division must have one manager for escalations.
2.
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.
3.
Only escalations must go to the chat bot.
4.
You must create two types of Omnichannel queues: regular and escalated.
5.
Only managers must be able to access the Omnichannel Insights dashboard.
Requirements. Managers
1.
Managers must be able to review weekly productivity reports for representatives by using Omnichannel Insights dashboards.
2.
Managers must be able to monitor patient moods during patients
Correct Answer: A
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/basics-service-service-scheduling
Question 5:
A customer has three cases in process and two cases for the current calendar year.
You need to determine how many cases the customer has left on their entitlement.
How many cases are left?
Case Study Title (Case Study): 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
Humongous Insurance is contracted to process all insurance claims for a health facility that accepts the following types of health insurance:
1.
Health maintenance organization (HMO)
2.
Preferred-provider organization (PPO)
3.
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
1.
Humongous Insurance has three departments to handle claim types: HMO, PPO, and Gold.
2.
The company uses handwritten forms to send claims information to the correct department.
3.
Each department maintains a workbook to record calls received.
Requirements. Support desk
1.
Configure the system to track the number of insurance claims filed each year.
2.
Categorize claims by type as they are opened.
3.
Configure the system to track staff responsiveness to service-level agreements (SLAs).
4.
Ensure that business hours reflect the hours that support staff are scheduled.
Requirements. Case handling
1.
All new cases must be automatically placed into a queue based on insurance type after the type is selected.
2.
All insurance types need to be automatically moved to the proper queue when the subject is picked.
3.
All cases must be created and closed immediately when received.
4.
The status reason must be set to Email Sent or Phone Call.
5.
Information must be restricted by insurance and phone call type.
6.
Managers must be alerted when customers reach their limit of 25 cases for the year.
7.
Changes to cases must not be counted against entitlements until the case is closed.
Requirements. Disputes
1.
Claim disputes must be categorized as low priority.
2.
The status for all disputed cases must be set to Review by a Manager before a disputed case may be closed.
Requirements. Knowledge base
1.
A knowledge base must be used as a repository for all answers.
2.
Representatives must be able to search the knowledge base when opening a new case for similar claims.
3.
Representatives must be able to search across all entities at all times.
4.
Searches must check any field in the entity for matches in a single search.
5.
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.
6.
Representatives must be able to link the knowledge base to cases when applicable.
7.
Representatives must create a new knowledge base article if an answer is not found in the existing knowledge base.
8.
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:
Plan Response time
HMO 24 hours PPO 6 business hours Gold 1 business hour
Requirements. Alerts
1.
Cases must be flagged when they are past the SLA threshold.
2.
An email alert must be sent to the manager to indicate an SLA noncompliance.
3.
An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.
4.
Send an email alert to support managers when disputes are ready to be closed.
5.
Send an email alert to customers when cases are closed.
Requirements. Issues
1.
The current process is all manual and not efficient.
2.
There is no easy way to determine whether the company is meeting its SLAs.
3.
Representatives are often inconsistent regarding how they handle customers and answer customer questions.
4.
There is no accountability for any of the representatives who take calls.
A. 20
B. 22
C. 23
D. 25
Correct Answer: C
Question 6:
You need to ensure that claim disputes conform to the defined case life cycle.
What should you configure?
Case Study Title (Case Study):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
Humongous Insurance is contracted to process all insurance claims for a health facility that accepts the following types of health insurance:
1.
Health maintenance organization (HMO)
2.
Preferred-provider organization (PPO)
3.
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
1.
Humongous Insurance has three departments to handle claim types: HMO, PPO, and Gold.
2.
The company uses handwritten forms to send claims information to the correct department.
3.
Each department maintains a workbook to record calls received.
Requirements. Support desk
1.
Configure the system to track the number of insurance claims filed each year.
2.
Categorize claims by type as they are opened.
3.
Configure the system to track staff responsiveness to service-level agreements (SLAs).
4.
Ensure that business hours reflect the hours that support staff are scheduled.
Requirements. Case handling
1.
All new cases must be automatically placed into a queue based on insurance type after the type is selected.
2.
All insurance types need to be automatically moved to the proper queue when the subject is picked.
3.
All cases must be created and closed immediately when received.
4.
The status reason must be set to Email Sent or Phone Call.
5.
Information must be restricted by insurance and phone call type.
6.
Managers must be alerted when customers reach their limit of 25 cases for the year.
7.
Changes to cases must not be counted against entitlements until the case is closed.
Requirements. Disputes
1.
Claim disputes must be categorized as low priority.
2.
The status for all disputed cases must be set to Review by a Manager before a disputed case may be closed.
Requirements. Knowledge base
1.
A knowledge base must be used as a repository for all answers.
2.
Representatives must be able to search the knowledge base when opening a new case for similar claims.
3.
Representatives must be able to search across all entities at all times.
4.
Searches must check any field in the entity for matches in a single search.
5.
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.
6.
Representatives must be able to link the knowledge base to cases when applicable.
7.
Representatives must create a new knowledge base article if an answer is not found in the existing knowledge base.
8.
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:
Plan Response time
HMO 24 hours PPO 6 business hours Gold 1 business hour
Requirements. Alerts
1.
Cases must be flagged when they are past the SLA threshold.
2.
An email alert must be sent to the manager to indicate an SLA noncompliance.
3.
An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.
4.
Send an email alert to support managers when disputes are ready to be closed.
5.
Send an email alert to customers when cases are closed.
Requirements. Issues
1.
The current process is all manual and not efficient.
2.
There is no easy way to determine whether the company is meeting its SLAs.
3.
Representatives are often inconsistent regarding how they handle customers and answer customer questions.
4.
There is no accountability for any of the representatives who take calls.
A. Related cases
B. Case Relationships
C. Timeline
D. Status Reason Transition
E. Subject
Correct Answer: D
Question 7:
You need to configure the queue for telephone-based cases.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
Case Study Title (Case Study):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
Humongous Insurance is contracted to process all insurance claims for a health facility that accepts the following types of health insurance:
1.
Health maintenance organization (HMO)
2.
Preferred-provider organization (PPO)
3.
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
1.
Humongous Insurance has three departments to handle claim types: HMO, PPO, and Gold.
2.
The company uses handwritten forms to send claims information to the correct department.
3.
Each department maintains a workbook to record calls received.
Requirements. Support desk
1.
Configure the system to track the number of insurance claims filed each year.
2.
Categorize claims by type as they are opened.
3.
Configure the system to track staff responsiveness to service-level agreements (SLAs).
4.
Ensure that business hours reflect the hours that support staff are scheduled.
Requirements. Case handling
1.
All new cases must be automatically placed into a queue based on insurance type after the type is selected.
2.
All insurance types need to be automatically moved to the proper queue when the subject is picked.
3.
All cases must be created and closed immediately when received.
4.
The status reason must be set to Email Sent or Phone Call.
5.
Information must be restricted by insurance and phone call type.
6.
Managers must be alerted when customers reach their limit of 25 cases for the year.
7.
Changes to cases must not be counted against entitlements until the case is closed.
Requirements. Disputes
1.
Claim disputes must be categorized as low priority.
2.
The status for all disputed cases must be set to Review by a Manager before a disputed case may be closed.
Requirements. Knowledge base
1.
A knowledge base must be used as a repository for all answers.
2.
Representatives must be able to search the knowledge base when opening a new case for similar claims.
3.
Representatives must be able to search across all entities at all times.
4.
Searches must check any field in the entity for matches in a single search.
5.
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.
6.
Representatives must be able to link the knowledge base to cases when applicable.
7.
Representatives must create a new knowledge base article if an answer is not found in the existing knowledge base.
8.
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:
Plan Response time
HMO 24 hours PPO 6 business hours Gold 1 business hour
Requirements. Alerts
1.
Cases must be flagged when they are past the SLA threshold.
2.
An email alert must be sent to the manager to indicate an SLA noncompliance.
3.
An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.
4.
Send an email alert to support managers when disputes are ready to be closed.
5.
Send an email alert to customers when cases are closed.
Requirements. Issues
1.
The current process is all manual and not efficient.
2.
There is no easy way to determine whether the company is meeting its SLAs.
3.
Representatives are often inconsistent regarding how they handle customers and answer customer questions.
4.
There is no accountability for any of the representatives who take calls.
A. Create a case from email.
B. Define an SLA and entitlements and set entitlement values for case numbers.
C. Configure a status reason transition.
D. Create a case routing rule.
E. Automatically create or update records.
Correct Answer: BC
Question 8:
You need to search for answers to customer claims.
Which type of search should you perform?
Case Study Title (Case Study):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
Humongous Insurance is contracted to process all insurance claims for a health facility that accepts the following types of health insurance:
1.
Health maintenance organization (HMO)
2.
Preferred-provider organization (PPO)
3.
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
1.
Humongous Insurance has three departments to handle claim types: HMO, PPO, and Gold.
2.
The company uses handwritten forms to send claims information to the correct department.
3.
Each department maintains a workbook to record calls received.
Requirements. Support desk
1.
Configure the system to track the number of insurance claims filed each year.
2.
Categorize claims by type as they are opened.
3.
Configure the system to track staff responsiveness to service-level agreements (SLAs).
4.
Ensure that business hours reflect the hours that support staff are scheduled.
Requirements. Case handling
1.
All new cases must be automatically placed into a queue based on insurance type after the type is selected.
2.
All insurance types need to be automatically moved to the proper queue when the subject is picked.
3.
All cases must be created and closed immediately when received.
4.
The status reason must be set to Email Sent or Phone Call.
5.
Information must be restricted by insurance and phone call type.
6.
Managers must be alerted when customers reach their limit of 25 cases for the year.
7.
Changes to cases must not be counted against entitlements until the case is closed.
Requirements. Disputes
1.
Claim disputes must be categorized as low priority.
2.
The status for all disputed cases must be set to Review by a Manager before a disputed case may be closed.
Requirements. Knowledge base
1.
A knowledge base must be used as a repository for all answers.
2.
Representatives must be able to search the knowledge base when opening a new case for similar claims.
3.
Representatives must be able to search across all entities at all times.
4.
Searches must check any field in the entity for matches in a single search.
5.
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.
6.
Representatives must be able to link the knowledge base to cases when applicable.
7.
Representatives must create a new knowledge base article if an answer is not found in the existing knowledge base.
8.
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:
Plan Response time
HMO 24 hours PPO 6 business hours Gold 1 business hour
Requirements. Alerts
1.
Cases must be flagged when they are past the SLA threshold.
2.
An email alert must be sent to the manager to indicate an SLA noncompliance.
3.
An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.
4.
Send an email alert to support managers when disputes are ready to be closed.
5.
Send an email alert to customers when cases are closed.
Requirements. Issues
1.
The current process is all manual and not efficient.
2.
There is no easy way to determine whether the company is meeting its SLAs.
3.
Representatives are often inconsistent regarding how they handle customers and answer customer questions.
4.
There is no accountability for any of the representatives who take calls.
A. Timeline
B. Quick Find
C. Related
D. Detail
E. Case Relationships
Correct Answer: C
Question 9:
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.
Case Study Title (Case Study):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
Humongous Insurance is contracted to process all insurance claims for a health facility that accepts the following types of health insurance:
1.
Health maintenance organization (HMO)
2.
Preferred-provider organization (PPO)
3.
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
1.
Humongous Insurance has three departments to handle claim types: HMO, PPO, and Gold.
2.
The company uses handwritten forms to send claims information to the correct department.
3.
Each department maintains a workbook to record calls received.
Requirements. Support desk
1.
Configure the system to track the number of insurance claims filed each year.
2.
Categorize claims by type as they are opened.
3.
Configure the system to track staff responsiveness to service-level agreements (SLAs).
4.
Ensure that business hours reflect the hours that support staff are scheduled.
Requirements. Case handling
1.
All new cases must be automatically placed into a queue based on insurance type after the type is selected.
2.
All insurance types need to be automatically moved to the proper queue when the subject is picked.
3.
All cases must be created and closed immediately when received.
4.
The status reason must be set to Email Sent or Phone Call.
5.
Information must be restricted by insurance and phone call type.
6.
Managers must be alerted when customers reach their limit of 25 cases for the year.
7.
Changes to cases must not be counted against entitlements until the case is closed.
Requirements. Disputes
1.
Claim disputes must be categorized as low priority.
2.
The status for all disputed cases must be set to Review by a Manager before a disputed case may be closed.
Requirements. Knowledge base
1.
A knowledge base must be used as a repository for all answers.
2.
Representatives must be able to search the knowledge base when opening a new case for similar claims.
3.
Representatives must be able to search across all entities at all times.
4.
Searches must check any field in the entity for matches in a single search.
5.
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.
6.
Representatives must be able to link the knowledge base to cases when applicable.
7.
Representatives must create a new knowledge base article if an answer is not found in the existing knowledge base.
8.
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:
Plan Response time
HMO 24 hours PPO 6 business hours Gold 1 business hour
Requirements. Alerts
1.
Cases must be flagged when they are past the SLA threshold.
2.
An email alert must be sent to the manager to indicate an SLA noncompliance.
3.
An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.
4.
Send an email alert to support managers when disputes are ready to be closed.
5.
Send an email alert to customers when cases are closed.
Requirements. Issues
1.
The current process is all manual and not efficient.
2.
There is no easy way to determine whether the company is meeting its SLAs.
3.
Representatives are often inconsistent regarding how they handle customers and answer customer questions.
4.
There is no accountability for any of the representatives who take calls.
A. SLA with 24 hours as the failure time and no warning
B. SLA with 6 hours as the failure time and a one-hour warning
C. SLA with 6 hours as the failure time and no warning
D. SLA with one hour as the failure time and no warning
E. SLA with 24 hours as the failure time and a two-hour warning
Correct Answer: BDE
An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.
Question 10:
You need to add SLA timers to the Case form.
Which two options should you configure? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Case Study Title (Case Study):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 studyTo 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
1.
New cases must automatically route to the correct support group by phone type or new purchase group without requiring custom code.
2.
The system must automatically create a case when email is received by companies that are not in the system.
3.
The system must automatically send a response to an email sender upon case creation for new orders, but not for service records.
4.
Users must be able to initiate routing for manually created cases.
5.
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.
6.
Main cases must not be closed until all the sub-cases are closed.
7.
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.
8.
When importing from the old system, old cases do not need to be routed to the correct support group.
Knowledge base
1.
Users must be able to search the knowledge base when opening a new case form or when checking on cases.
2.
Users must be able to use relevant searches and include any customer entities.
Dashboards
1.
Managers must be able to see a real-time list of open cases, open activities, and expiring entitlements all on one page.
2.
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.
3.
Managers need a dashboard that displays weekly statistics for cases and representatives.
4.
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
1.
Most customers must be contacted within 90 minutes of their case being opened.
2.
Some customers can purchase faster service on call backs.
3.
Emails must be sent to support managers when service-level agreements (SLAs) are missed.
4.
Support representatives must be able to see a timer on each case form to ensure they are adhering to their SLAs.
5.
SLA KPIs must be tracked in the system.
6.
SLA KPIs must appear on the case form.
7.
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.
A. Create Quick View Form in SLA KPI Instance entity.
B. Create SLA KPI Instance entity.
C. Create field in case entity with lookup to SLA KPI Instance.
D. Create Quick View Form in Case entity with reference to the SLA KPI Instance entity.
E. Insert subgrid from the SLA KPI Instance entity into the Case Main form.
Correct Answer: AE
Question 11:
You need to configure the system so that an email is sent to a manager about the SLAs according to the requirements.
What should you configure?
Case Study Title (Case Study):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
1.
New cases must automatically route to the correct support group by phone type or new purchase group without requiring custom code.
2.
The system must automatically create a case when email is received by companies that are not in the system.
3.
The system must automatically send a response to an email sender upon case creation for new orders, but not for service records.
4.
Users must be able to initiate routing for manually created cases.
5.
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.
6.
Main cases must not be closed until all the sub-cases are closed.
7.
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.
8.
When importing from the old system, old cases do not need to be routed to the correct support group.
Knowledge base
1.
Users must be able to search the knowledge base when opening a new case form or when checking on cases.
2.
Users must be able to use relevant searches and include any customer entities.
Dashboards
1.
Managers must be able to see a real-time list of open cases, open activities, and expiring entitlements all on one page.
2.
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.
3.
Managers need a dashboard that displays weekly statistics for cases and representatives.
4.
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
1.
Most customers must be contacted within 90 minutes of their case being opened.
2.
Some customers can purchase faster service on call backs.
3.
Emails must be sent to support managers when service-level agreements (SLAs) are missed.
4.
Support representatives must be able to see a timer on each case form to ensure they are adhering to their SLAs.
5.
SLA KPIs must be tracked in the system.
6.
SLA KPIs must appear on the case form.
7.
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.
A. Failure Action
B. Warning Action
C. Applicable When
D. Success Criteria
E. Success Action
Correct Answer: A
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements
Question 12:
You need to enable a relevance search for the custom entity.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Case Study Title (Case Study):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
1.
New cases must automatically route to the correct support group by phone type or new purchase group without requiring custom code.
2.
The system must automatically create a case when email is received by companies that are not in the system.
3.
The system must automatically send a response to an email sender upon case creation for new orders, but not for service records.
4.
Users must be able to initiate routing for manually created cases.
5.
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.
6.
Main cases must not be closed until all the sub-cases are closed.
7.
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.
8.
When importing from the old system, old cases do not need to be routed to the correct support group.
Knowledge base
1.
Users must be able to search the knowledge base when opening a new case form or when checking on cases.
2.
Users must be able to use relevant searches and include any customer entities.
Dashboards
1.
Managers must be able to see a real-time list of open cases, open activities, and expiring entitlements all on one page.
2.
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.
3.
Managers need a dashboard that displays weekly statistics for cases and representatives.
4.
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
1.
Most customers must be contacted within 90 minutes of their case being opened.
2.
Some customers can purchase faster service on call backs.
3.
Emails must be sent to support managers when service-level agreements (SLAs) are missed.
4.
Support representatives must be able to see a timer on each case form to ensure they are adhering to their SLAs.
5.
SLA KPIs must be tracked in the system.
6.
SLA KPIs must appear on the case form.
7.
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.
A. Add Quick Find to the case form.
B. Add custom entities to Configure Relevance Search in Customizations and Entities.
C. Add Knowledge Base Search control to the forms case.
D. Enable Relevance Search in System Settings.
Correct Answer: B
Reference: https://carldesouza.com/how-to-use-relevance-search-in-dynamics-365/
Question 13:
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.
Case Study Title (Case Study):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
1.
New cases must automatically route to the correct support group by phone type or new purchase group without requiring custom code.
2.
The system must automatically create a case when email is received by companies that are not in the system.
3.
The system must automatically send a response to an email sender upon case creation for new orders, but not for service records.
4.
Users must be able to initiate routing for manually created cases.
5.
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.
6.
Main cases must not be closed until all the sub-cases are closed.
7.
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.
8.
When importing from the old system, old cases do not need to be routed to the correct support group.
Knowledge base
1.
Users must be able to search the knowledge base when opening a new case form or when checking on cases.
2.
Users must be able to use relevant searches and include any customer entities.
Dashboards
1.
Managers must be able to see a real-time list of open cases, open activities, and expiring entitlements all on one page.
2.
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.
3.
Managers need a dashboard that displays weekly statistics for cases and representatives.
4.
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
1.
Most customers must be contacted within 90 minutes of their case being opened.
2.
Some customers can purchase faster service on call backs.
3.
Emails must be sent to support managers when service-level agreements (SLAs) are missed.
4.
Support representatives must be able to see a timer on each case form to ensure they are adhering to their SLAs.
5.
SLA KPIs must be tracked in the system.
6.
SLA KPIs must appear on the case form.
7.
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.
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.
Correct Answer: BC
Question 14:
You need to implement service-level agreements.
Which type of agreements should you implement?
Case Study Title (Case Study): A 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 in 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
1.
New cases must automatically route to the correct support group by phone type or new purchase group without requiring custom code.
2.
The system must automatically create a case when email is received by companies that are not in the system.
3.
The system must automatically send a response to an email sender upon case creation for new orders, but not for service records.
4.
Users must be able to initiate routing for manually created cases.
5.
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.
6.
Main cases must not be closed until all the sub-cases are closed.
7.
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.
8.
When importing from the old system, old cases do not need to be routed to the correct support group.
Knowledge base
1.
Users must be able to search the knowledge base when opening a new case form or when checking on cases.
2.
Users must be able to use relevant searches and include any customer entities.
Dashboards
1.
Managers must be able to see a real-time list of open cases, open activities, and expiring entitlements all on one page.
2.
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.
3.
Managers need a dashboard that displays weekly statistics for cases and representatives.
4.
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
1.
Most customers must be contacted within 90 minutes of their case being opened.
2.
Some customers can purchase faster service on call backs.
3.
Emails must be sent to support managers when service-level agreements (SLAs) are missed.
4.
Support representatives must be able to see a timer on each case form to ensure they are adhering to their SLAs.
5.
SLA KPIs must be tracked in the system.
6.
SLA KPIs must appear on the case form.
7.
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.
A. On-demand
B. Standard
C. Enhanced
D. Contact
Correct Answer: C
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements
Question 15:
You need to create a queue for cases.
What type of queue should you create?
Case Study Title (Case Study): A 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 in 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
1.
New cases must automatically route to the correct support group by phone type or new purchase group without requiring custom code.
2.
The system must automatically create a case when email is received by companies that are not in the system.
3.
The system must automatically send a response to an email sender upon case creation for new orders, but not for service records.
4.
Users must be able to initiate routing for manually created cases.
5.
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.
6.
Main cases must not be closed until all the sub-cases are closed.
7.
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.
8.
When importing from the old system, old cases do not need to be routed to the correct support group.
Knowledge base
1.
Users must be able to search the knowledge base when opening a new case form or when checking on cases.
2.
Users must be able to use relevant searches and include any customer entities.
Dashboards
1.
Managers must be able to see a real-time list of open cases, open activities, and expiring entitlements all on one page.
2.
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.
3.
Managers need a dashboard that displays weekly statistics for cases and representatives.
4.
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
1.
Most customers must be contacted within 90 minutes of their case being opened.
2.
Some customers can purchase faster service on call backs.
3.
Emails must be sent to support managers when service-level agreements (SLAs) are missed.
4.
Support representatives must be able to see a timer on each case form to ensure they are adhering to their SLAs.
5.
SLA KPIs must be tracked in the system.
6.
SLA KPIs must appear on the case form.
7.
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.
A. Teams
B. Public
C. Product
D. Private
E. Service
Correct Answer: D
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases
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