MB-910 実際試験問題と解答 - 模擬練習 - 受験自信を増やす

Question No : 1
HOTSPOT
A company provides roadside assistance for disabled automobiles.
The company enacts a policy that specifies a 30-minute response time for all requests for assistance. You need to ensure that data about assistance crew response times is captured correctly.
For what type of object should you define details? To answer, select the appropriate option in the answer area.

正解:

Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

Question No : 2
DRAG DROP
A company is implementing Dynamics 365 Customer Service. You need to recommend features that will meet the requirements.
Which features should you recommend? To answer, drag the appropriate features to the correct requirements. Each feature 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. NOTE: Each correct selection is worth one point.

正解:

Question No : 3
HOTSPOT
A company plans to implement new support software. You need to recommend solutions for the company.
What should you recommend to meet each requirement? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

正解:

Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-agent-overview

Question No : 4
HOTSPOT
A customer plans to use knowledge articles to share information as cases are resolved.
For each of the following statement, select Yes if the statement is true. Otherwise, select No. NOTE: Each correct selection is worth one point.

正解:

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

Question No : 5
A company uses Dynamics 365 Customer Service. The customer service department for a retailer hires temporary employees to work during peak seasons.
Temporary employees take much longer to resolve cases than seasoned employees.
You need to recommend features that will help employees find information needed to resolve cases.
Which two options should you recommend? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

A.Knowledge base with Relevance search
B.Parent and Child case settings
C.Case management with Related Similar cases
D.Routing rule sets

正解:
Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/suggest-similar-cases-for-a-case

Question No : 6
HOTSPOT
A company plans to implement Omnichannel for Customer Service.
For each of the following statements, select Yes if the statement is true. Otherwise, select No. NOTE: Each correct selection is worth one point.

正解:

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot
https://docs.microsoft.com/en-us/dynamics365/customer-service/oc-manage-sessions
https://docs.microsoft.com/en-us/dynamics365/customer-service/monitor-conversations

Question No : 7
HOTSPOT
A company is using several Dynamics 365 applications. A customer sends an email about an issue they are having with a product during a company holiday.
The customer expects a response in 48 business hours in accordance with their service-level agreement (SLA).
You need to configure the system to ensure that the company meets SLA agreements.
Which products should you use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

正解:

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-holiday-schedule
https://docs.microsoft.com/en-us/dynamics365/common-scheduler/schedule-anything-with-universal-resource- scheduling

Question No : 8
A company plans to implement Dynamics 365 Customer Service.
The company wants to use the system to determine when customers are having an issue and need help. You need to track customer issues until the issues are resolved.
What should you create?

A.opportunity
B.contact
C.case
D.quote

正解:
Explanation:
Reference: https://docs.microsoft.com/en-gb/learn/modules/get-started-with-dynamics-365-for-customer-service/2-core- components

Question No : 9
You manage a call center for a company that uses Dynamics 365 Customer Service.
The call center’s customer service manager wants to renew all expired entitlements to increase the duration of entitlements from six months to one year.
You need to help the customer service manager make the changes.
Which status indicates that an entitlement must be renewed?

A.Draft
B.Waiting
C.Active
D.Canceled

正解:
Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer#renew-an-entitlement

Question No : 10
You attend a tradeshow. A fellow attendee suggests that you implement Dynamics 365 Connected Customer Service.
What is a valid use case for Dynamics 365 Connected Customer Service?

A.Analyze customer sentiment from multiple sources.
B.Respond to and resolve customer issues by using social media.
C.Use mixed reality applications to assist technicians performing work in the field.
D.Use IoT devices and AI to predict when a customer’s equipment will need service.

正解:
Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-overview

Question No : 11
DRAG DROP
A company is implementing Dynamics 365 Customer Service.
The company wants to enable chat and SMS channels for customers. The company also wants to implement knowledge articles to support resolution of common issues.
You need to recommend which apps the company should implement.
Which app should you recommend? To answer, drag the appropriate apps to the correct features. Each app 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. NOTE: Each correct selection is worth one point.

正解:

Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/channels

Question No : 12
HOTSPOT
You plan to implement Dynamics 365 Customer Service.
For each of the following statements, select Yes if then statement is true. Otherwise, select No. NOTE: Each correct selection is worth one point.

正解:

Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-provision-license

Question No : 13
DRAG DROP
A company manufactures environmental sensors that can be monitored remotely. Match each component to its definition.
Instructions: To answer, drag the appropriate component from the column on the left to its definition on the right. Each component may be used once, more than once, or not at all. Each correct match is worth one point. NOTE: Each correct selection is worth one point.

正解:

Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-overview

Question No : 14
DRAG DROP
A company plans to implement Dynamics 365 Customer Service.
Dynamics 365 Customer Service uses terminology that is different than what the existing customer service solution uses.
You need to create a glossary for employees.
Match each item to its definition. To answer, drag the appropriate definition from the column on the left to its item on the right. Each item may be used once, more than once, or not at all. Each correct match is worth one point.

正解:

Explanation:
Reference: https://docs.microsoft.com/en-gb/learn/modules/get-started-with-dynamics-365-for-customer-service/2-core- components

Question No : 15
A company uses Dynamics 365 Customer Service.
The company plans to use support queues to organize and monitor the progress of cases. Customer support agents will select cases from queues in which they are members. Agents release case items if they are not able to continue working on a case.
Which statement describes what happens when a case item is released from the queue?

A.The case continues to remain in the agent’s personal queue until someone else selects the item from the queue.
B.The case is removed from all queues.
C.The case is removed from the agent’s personal queue and returned to the original support queue.

正解:
Explanation:
Reference: https://docs.microsoft.com/en-us/learn/modules/using-dynamics-365-queues-to-manage-case-workloads/4- working-with-queues

Microsoft MB-910 問題練習