MB-230-9

137.1

A company is implementing Omnichannel for Customer Service.

The company plans to release a new product in the following markets: Germany, Spain, and France.

Before the product launches, one agent from each country/region will receive training on the new product. The agents are included as part of a new team for the product. Each agent is part of a team specific to the country/region that they serve.

Inquiries about the new product must be routed as follows:

1. Route inquiries to an agent who knows the new product and is fluent in the language of the caller.

2. Route inquiries to an agent who knows the new product but speaks only a bit of the language of the caller.

3. Route inquiries to an agent who speaks all caller languages but does not know the new product.

You need to configure the system. Which feature should you use?

Requirement: Language competency level.

• Rating model

• Sentiment analysis

• Fulfillment requirement

137.2

A company is implementing Omnichannel for Customer Service.

The company plans to release a new product in the following markets: Germany, Spain, and France.

Before the product launches, one agent from each country/region will receive training on the new product. The agents are included as part of a new team for the product. Each agent is part of a team specific to the country/region that they serve.

Inquiries about the new product must be routed as follows:

1. Route inquiries to an agent who knows the new product and is fluent in the language of the caller.

2. Route inquiries to an agent who knows the new product but speaks only a bit of the language of the caller.

3. Route inquiries to an agent who speaks all caller languages but does not know the new product.

You need to configure the system. Which feature should you use?

Requirement: Product competency.

• Resource category

• Resource characteristic

• Resource characteristic type

137.3

A company is implementing Omnichannel for Customer Service.

The company plans to release a new product in the following markets: Germany, Spain, and France.

Before the product launches, one agent from each country/region will receive training on the new product. The agents are included as part of a new team for the product. Each agent is part of a team specific to the country/region that they serve.

Inquiries about the new product must be routed as follows:

1. Route inquiries to an agent who knows the new product and is fluent in the language of the caller.

2. Route inquiries to an agent who knows the new product but speaks only a bit of the language of the caller.

3. Route inquiries to an agent who speaks all caller languages but does not know the new product.

You need to configure the system. Which feature should you use?

Requirement: Pool of product trained agents.

• Queue

• Territory

• Organizational unit

138.1

You are an Omnichannel supervisor for an inbound call center.

The call center's customer service rating has decreased over the past few months.

You need to enable analysis to view real-time customer sentiment.

In which configuration area should you enable each requirement?

Requirement: Enable change tracking.

• Conversation Sentiment

• Conversation Data

• Conversation Action Locale

138.2

You are an Omnichannel supervisor for an inbound call center.

The call center's customer service rating has decreased over the past few months.

You need to enable analysis to view real-time customer sentiment.

In which configuration area should you enable each requirement?

Requirement: Enable real-time sentiment analysis.

• Sales Insights

• Customer Service Insights

• Customer Insights

• Omnichannel Insights

You are configuring a queue in Omnichannel for Customer Service for a call center.

You need to complete the queue configuration using the minimal number of actions.

Which two actions should you perform? Each correct answer presents part of the solution.

• Configure the mailbox for the queue

• Set the record creation and update rules for the queue

• Set the queue priority for the queue

• Enable the queue for auto work distribution

140.1

You are implementing Omnichannel for Customer Service for a call center.

The call center manager needs to be able to track agents’ performance.

You need to configure the intraday insights dashboard to meet the requirement.

Which configurations should you use?

Action: Assign the Omnichannel security role to needed to access the dashboard.

• CSR manager

• Omnichannel agent

• Omnichannel supervisor

140.2

You are implementing Omnichannel for Customer Service for a call center.

The call center manager needs to be able to track agents’ performance.

You need to configure the intraday insights dashboard to meet the requirement.

Which configurations should you use?

Action: Obtain data to add the custom KPIs.

• Common Data Service

• PowerBI datasets

• SQL Server

You are implementing Omnichannel for Customer Service for a company.

The company has set up dedicated teams to handle inquiries from different social platforms. Each team member specializes in a specific product line from the company. However, the team members must be able to pick up any inquiry coming into the team.

You need to configure the system.

Which two components should you configure? Each correct answer presents part of the solution.

• Create a work item trigger

• Turn on Agent Affinity

• Create a Parent Child attribute

• Create a routing rule

• Turn on a custom listener

Answer explanation

B. Turn on Agent Affinity – While each team member specializes in a specific product line, enabling Agent

Affinity ensures that inquiries can still be assigned efficiently within the team. This setting helps balance

expertise while allowing flexibility in case the primary agent is unavailable.

D. Create a routing rule – Since inquiries come from different social platforms, routing rules ensure that

messages are automatically assigned to the appropriate team based on predefined criteria. This helps

distribute workloads effectively.

Your company uses Dynamics 365 Customer Service.

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

You need to configure the survey.

Which feature should you use?

• Branching rule

• Multiple-page survey

• Multiple answer

• Post-survey message