Actual MB-230 Test, Reliable MB-230 Test Sample

Posted 2023-04-15 05:54:23

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The Microsoft Dynamics 365 Customer Service exam MB-230 by code is designed to test one's knowledge of the implementation of omnichannel solutions focused on service, quality, reliability, efficiency, and customer satisfaction.

The Microsoft MB-230 exam is an excellent opportunity for professionals who want to enhance their skills in customer service and become a certified Microsoft Dynamics 365 Customer Service Functional Consultant. Passing this exam not only validates a professional's expertise but also opens up new career opportunities in the field of customer service.

To stand a chance of passing any IT certification exam, the candidates must be well conversant with its topics. For the Microsoft MB-230 test, the domains are mentioned below:

Manage Queues, Entitlements, & SLAs (15-20%)
Solving the items aligned to this topic, the candidates should have the ability to create and manage queues and entitlements, differentiate queue types, create and manage SLAs, assign an entitlement to a case, manage cases with SLAs, use SLAs on-demand, as well as define and create SLAs.
Manage Analytics (10-15%)
The last objective that you need to deal with is all about the configuration of Customer Service Insights and creation of visualizations. The learners need to understand how to manage workspaces, design charts, and connect to Customer Service Insights.
Implement Scheduling (10-15%)
This knowledge area is about the management of resources and services. To answer the questions from this section, you need to have the skills in configuring work hours, business closures, equipment, and facilities. Also, you need to be able to develop schedule boards and schedule service activities.
Implement Omnichannel for a Customer Service (30-35%)
For this broad domain, you need to be able to manage channels, implement Power Virtual Agents, configure the agent and supervisor experience, distribute work, manage channels, and deploy Omnichannel for Customer Service. These areas include your ability to manage queues, configure channels and work streams, as well as escalate conversations to a live agent.
Manage Cases & Knowledge Management (20-25%)
The first subject area of the exam is about creating and managing cases, implementing the knowledge management, as well as configuring and automating cases. This means that you need to be able to configure cases and merge them, implement Advanced Similarity rules, and configure Status Reason transitions.

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q79-Q84):

NEW QUESTION # 79
You are using Dynamics 365 Customer Service to create and activate entitlements.
Customer service representatives state that the entitlement status is set to Waiting, and they cannot use the entitlement. You must ensure customer service representatives can use the entitlement.
You need to identify the entitlement issue.
What is the cause of the issue?

A. The Products or Contact field values have not been configured before activation.
B. The start date of the entitlement is in the future.
C. The entitlement has expired and is awaiting renewal.
D. The end date of the entitlement has been incorrectly configured to a date that has already passed.

Answer: B

Explanation:
Explanation
If the start and end date of the entitlement fall in the future, the status of the entitlement is set to Waiting. On the start date, the status automatically changes to Active. If the end date is in the past, the entitlement is set to Expired.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-custom

NEW QUESTION # 80
Customer service representatives are not able to manually add service-level agreements (SLAs) to a record.
You need to enable on-demand SLAs.
What should you do?

A. Configure the scope of the workflow
B. Request an administrator to add the SLA field to the entity form
C. Activate the SLA
D. Publish the on-demand SLA

Answer: B

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

NEW QUESTION # 81
A customer service organization plans to implement knowledge management for a custom entity named Root Cause Analysis.
Users must be able to search, link, and rate knowledge articles. Users must be provided with suggested knowledge articles.
You need to configure Dynamics 365 for Customer Service.
Which three actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. In Solution Explorer, select the Root Cause Analysis entity and then select Knowledge management.
B. Add a lookup to the article entity.
C. In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a subgrid for knowledge articles.
D. Navigate to the Knowledge Base Management Settings wizard. Then, navigate to Record types and select Root Cause Analysis.
E. In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a knowledge base search control.

Answer: A,D,E

NEW QUESTION # 82
You use Dynamics 365 for Customer Service administrator. You plan to create Voice of the Customer surveys.
You need todetermine which survey question feature is needed to complete the design of the survey.
Which survey features should you use? To answer, select the appropriate survey type in the dialog box in the answer area.
NOTE:Each correct selection is worth one point.

Answer:

Explanation:

Explanation

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey

NEW QUESTION # 83
You are a Dynamics 365 for Customer Service administrator.
You need to implement queues to manage cases.
Which queue types should you use? To answer, drag the appropriate queue types to the correct scenarios. Each queue type 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.

Answer:

Explanation:

Explanation

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queuesmanage-ac

NEW QUESTION # 84
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