MB-230 Leak Questions

Box 1: Interactive dashboard

Support representatives must have a real-time view of cases assigned to them, including the status of each case.

What is an interactive dashboard?

An interactive dashboard is a data visualization tool that allows business teams to track, analyze, and display metrics of various sorts. Dashboards feature charts, tables, maps, and other visualizations to help viewers understand the story the data tells.

Box 2: Chart by account

Support representatives must be able to see a graphic view of cases by customer that are assigned to them.

A confirmation section must be added before the resolve section.

Example: Add an on-demand action to a business process flow.

The Dynamics 365 (online), version 9.0 update introduces a business process flow feature: business process flow automation with Action Steps. You can add a button to a business process flow that will trigger an action or workflow.

Step 1: In Service Management, create a Routing Rule set.

Scenario: If a case is open more than 30 days, the case must automatically be routed to the supervisor.

Create routing rulesets to route cases.

Use routing rules in Customer Service to route cases to the right agents at the right time without any manual intervention. You can also use routing rules to route cases that are escalated to specific queues.

Step 2: Enter Name, Select Save, and select the plus sign to add a rule item

On the General tab, in Routing Rule Set Information, Enter Name and Description for the routing ruleset.

Select Save. The routing ruleset is saved, and the Rule Items section is displayed.

In the Rule Items section, select the Add Rule Item button + to specify conditions for routing cases to a queue.

Step 3: Add conditions

Under Then Conditions, specify the queue to which the cases will be routed or the user or team to which the cases will be assigned if the conditions in the If Conditions section are met.

Step 4: Save and activate.

Select Save and Close.

In the routing ruleset record, select Activate so that the ruleset is applied to the cases matching the conditions in the rule.

Cases that come in as phone calls must be resolved with seven business days.

Cases that come in as emails must be resolved within three business days.

Note: Service-level agreements (SLAs) enable businesses to track support policies and ensure customers are being supported per the support policy to which they are entitled. Businesses use SLAs to govern support products that customers either receive as part of their purchase or add on to their purchase. SLAs include policy details such as how quickly a customer is entitled to receive support, how many support requests a customer can make, and how long after purchases a customer can be supported as part of the agreement.

Note 2: Create SLAs to define conditions and actions that are applicable when an SLA is applied to an entity. The following steps are involved in creating the SLA:

• Create an SLA.
• Create an SLA item.
• Configure actions for the SLA item.
• Activate the SLA.