Microsoft

MB-230 Exam
Microsoft Dynamics 365

Questions & Answers

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Topic 1, Humongous Insurance

Case Study
Overview

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:

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.

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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.

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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.

Question: 1

DRAG DROP

You need to configure the system to store answers about claims.

Which four actions should you perform in sequence? To answer, move all actions from the list to the
answer area and arrange them in the correct order.

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Answer:
Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-
knowledge-article

Question: 2
HOTSPOT

You need to create and configure objects to support the requirements.

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How should you configure the system? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Answer:
Explanation:

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Question: 3

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.

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.

Answer: BC
Explanation:

Question: 4

HOTSPOT

You need to configure the correct settings.

Which settings should you configure? To answer, select the appropriate options in the answer area.

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NOTE: Each correct selection is worth one point.

Answer:
Explanation:

Question: 5

You need to search for answers to customer claims.

Which type of search should you perform?

A. Timeline

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B. Quick Find
C. Related
D. Detail
E. Case Relationships

Answer: B
Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/search-knowledge-articles-
csh#knowledgebase-
search-control

Question: 6

You need to ensure that claim disputes conform to the defined case life cycle.
What should you configure?

A. Related cases
B. Case Relationships
C. Timeline
D. Status Reason Transition
E. Subject

Answer: D
Explanation:

Question: 7

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?

A. 20
B. 22
C. 23
D. 25

Answer: C
Explanation:

Reference:

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

Question: 8

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.

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

Answer: BDE
Explanation:

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

Question: 9

DRAG DROP

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

Which four actions should you perform in sequence? To answer, move the appropriate actions from
the list of actions to the answer area and arrange them in the correct order.

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Answer:
Explanation:

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

Question: 10
HOTSPOT
You need to configure the settings to handle customer claims.
Which settings should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

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Answer:
Explanation:

Topic 2, Lamna HealthCare

Case study
Overview

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

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Questions & Answers PDF Page 13

to explore the content of the case study before you answer the questions. Clicking these buttons
displays information such as business requirements, existing environment, and problem statements.
If the case study has an All Information tab, note that the information displayed is identical to the
information displayed on the subsequent tabs. When you are ready to answer a question, click the
Question button to return to the question.

Background

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

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

Current environment. Services

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

Current environment. Employees

General
Employees are located in the Pacific and Eastern time zones.

Case representatives
Case representatives handle incoming calls, provide information to patients for appointments, and
schedule follow-up calls with doctors. Case representatives can also help with people who want to
chat online.

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

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

Customer satisfaction and escalation

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

Requirements. System and resources

Each employee must use the system.

Case managers must be users in the system but must not be available for the scheduling rotation or
manually assigned.
Patients must be offered at least three alternative times to schedule an appointment.

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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.

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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.

Question: 11
HOTSPOT

You need to configure the options for the schedule.

Which options should you configure? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Answer:
Explanation:

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Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/resources-service-scheduling

Question: 12
HOTSPOT

You need to select the feature for each parameter.

Which feature should you use for each parameter? To answer, select the appropriate options in the
answer area.

NOTE: Each correct selection is worth one point.

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Answer:
Explanation:

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Questions & Answers PDF Page 18

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-operating-hours

Question: 13
HOTSPOT

You need to select which setting needs to be configured for each setup.

Which settings should you select? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

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Answer:
Explanation:

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Questions & Answers PDF Page 20

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams

https://docs.microsoft.com/en-us/dynamics365/customer-service/enable-skill-routing-create-rating-
model

Question: 14

You need to configure the system to notify managers about unhappy patients.
What should you do?

A. Configure Omnichannel Insights.

B. Set a routing rule for escalations.
C. Change the value of the Monitor real-time customer sentiment option to Yes.

Answer: C
Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/oc-monitor-real-time-customer-
sentimentsessions

Question: 15

HOTSPOT

You need to configure each escalation scenario.

Which configuration should you use for each scenario? To answer, select the appropriate options in
the answer area.

NOTE: Each correct selection is worth one point.

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Answer:
Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent

Question: 16
HOTSPOT

You need to configure OmniChannel to route correctly.

Which options should you use? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

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Answer:
Explanation:

Box 1: Two
You must create two types of Omnichannel queues: regular and escalated.

Box 2: Add a routing rule for a push on owner assignment in Omnichannel

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

A customer initiates a conversation from the portal, and the conversation reaches the Omnichannel
system. Now, based on the routing rules condition defined in the routing system, it starts routing the
conversation to the appropriate queues.
When the conversation reaches to the queues, the work assignment system assigns the conversation
based on triggers.

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/routing-work-distribution-oca

Question: 17
DRAG DROP

You need to set up users with permissions to use the digital messaging channels.

Which role should you assign to each user? To answer, drag the appropriate roles to the correct
groups of users. Each role 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.

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Answer:
Explanation:

Box 1: Omnichannel supervisor

Case managers schedule shifts and are a point of escalation.

Omnichannel supervisor: Required for performing supervisor tasks.

Businesses need to monitor and manage the efficiency levels of agents in their ongoing
conversations with customers. The enhanced supervisor experience provides supervisors with timely
insights and metrics on the efficiency of the service delivery of agents and opportunities to help
agents deliver better support to customers.
In this enhancement to the supervisor experience in Omnichannel for Customer Service, supervisors
can:

Drill down to specific agents and look at their operational metrics.

Manage agent availability remotely.

Box 2: Omnichannel agent

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.

Omnichannel agent: Required for performing agent tasks.

As an Omnichannel agent, you can use queues to manage the work items that are assigned to you via
queues. Therefore, you can focus on the tasks at hand and ensure better customer service. The
application empowers you to work on simultaneous conversations with multiple customers. You get
a holistic view of a customer's data and can see the details of the customer's previous interactions. In
this way, you can be sure that you have all the available information that you might need to resolve
the customer's issue.

Box 3: Productive tools user

Customer satisfaction representatives monitor all activity and ensure that there is a uniform process

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Questions & Answers PDF Page 24

for all calls.

Productivity tools user: Required by users of Dynamics 365 Productivity Tools.

Agent productivity tools use intelligence and automation to enable agents to find answers to
customer questions and help resolve customer issues quickly, thereby improving satisfaction in
service delivery.

Incorrect:
Not Productivity tools administrator:
Productivity tools administrator: Required by administrator users of Dynamics 365 Productivity Tools.

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-agent-overview
https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave1/dynamics365-customer-
service/omnichannel-supervisor-experience-enhancements
https://docs.microsoft.com/en-us/dynamics365-release-plan/2021wave1/service/dynamics365-
customer-service/agent-productivity

Question: 18

What should managers use to perform weekly reviews with case representatives?

A. Tier 1 dashboard
B. Agent Insights
C. Connected Customer Service dashboard
D. Customer Service Performance dashboard

Answer: B
Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/intraday-agents-insights

Question: 19

You need to set up the analytics functionality.

What should you do?

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

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Answer: E
Explanation:

Customer Service Insights is now embedded in Dynamics 365 Customer Service. After it is enabled,
this experience allows you to start seeing historical analytics directly within the Customer Service
environment. Several reports and dashboards can be viewed by your management team.

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/introduction-customer-service-
analytics

Question: 20

You need to configure the system to meet the workspace requirements for case representatives.

Which role should you assign to case representatives?

A. Owner
B. Maker
C. Viewer
D. Customer Service Schedule Administrator
E. CSR Manager

Answer: C
Explanation:

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