What's more, part of that PDFVCE MB-230 dumps now are free: https://drive.google.com/open?id=17ADP-LhmNMbX7kTT-muUwnmwvuy0FTXw
It is well known that even the best people fail sometimes, not to mention the ordinary people. In face of the MB-230 exam, everyone stands on the same starting line, and those who are not excellent enough must do more. Every year there are a large number of people who can't pass smoothly. If you happen to be one of them, our MB-230 Learning Materials will greatly reduce your burden and improve your possibility of passing the exam. Our advantages of time-saving and efficient can make you no longer be afraid of the MB-230 exam, and I'll tell you more about its benefits next.
| Certification Vendor: | Microsoft |
|---|---|
| Exam Name: | Microsoft Dynamics 365 Customer Service Functional Consultant |
| Exam Number: | MB-230 |
| Exam Price: | $165 USD |
| Related Certifications: | Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate |
| Exam Format: | Multiple choice, Drag-and-drop, Case study, Yes/No |
| Exam Duration: | 100 minutes |
| Available Languages: | Italian, Russian, English, Portuguese (Brazil), Arabic (Saudi Arabia), Indonesian (Indonesia), Spanish, French, German, Chinese (Traditional), Japanese, Korean, Chinese (Simplified) |
| Real Exam Qty: | 40-60 |
| Certificate Validity Period: | 1 year (renewal required) |
| Passing Score: | 700 / 1000 |
| Sample Questions: | Microsoft MB-230 Sample Questions |
| Exam Way: | Online (proctored) or at a testing center |
| Pre Condition: | None |
| Official Syllabus URL: | https://learn.microsoft.com/en-us/credentials/certifications/exams/mb-230 |
The web-based Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) practice exam is accessible from any major OS. These Microsoft MB-230 exam questions are browser-based, so there's no need to install anything on your computer. Chrome, IE, Firefox, and Opera all support this Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) web-based practice exam. You can take this Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) practice exam without plugins and software installation.
To earn the Microsoft MB-230 Certification, candidates need to pass the certification exam. MB-230 exam is designed to test the candidate's knowledge and skills in areas such as customer service, service management, case management, and communication. MB-230 exam is divided into several sections, each of which covers a specific topic related to customer service. Candidates who pass the exam demonstrate their ability to design and implement customer service solutions that meet the needs of their customers.
NEW QUESTION # 361
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.
Answer:
Explanation:
Topic 3, The Phone Company
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.
Overview
The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service level agreements (SLAs) in place. Most clients have agreements that last one year and have 30 cases available. Half the cases may be opened by phone. The other half may be opened by email.
The company has an existing on-premises software system. The current system no longer meets the company's needs.
The support desk is open 8:00 am to 8:00 pm Eastern Standard Time.
Requirements
Support desk
The company plans to implement Dynamics 365. The solution will include a custom entity that needs to be search enabled.
You must configure the system to ensure that you can determine how many support tickets and new orders tickets are received. You must be able to determine which device types have the most tickets opened for issues. Business hours in the system must reflect the hours support staff is scheduled.
Case handling
New cases must automatically route to the correct support group by phone type or new purchase group without requiring custom code.
The system must automatically create a case when email is received by companies that are not in the system.
The system must automatically send a response to an email sender upon case creation for new orders, but not for service records.
Users must be able to initiate routing for manually created cases.
The system must create sub-cases from one customer with different cases and also if the same issue is reported by several customers. Subcases must inherit the following fields: customer name, contact email address and case title.
Main cases must not be closed until all the sub-cases are closed.
Separate groups must be created for each type of service and each phone type. Access to the groups must be restricted to team members that support that service or phone type.
When importing from the old system, old cases do not need to be routed to the correct support group.
Knowledge base
Users must be able to search the knowledge base when opening a new case form or when checking on cases.
Users must be able to use relevant searches and include any customer entities.
Dashboards
Managers must be able to see a real-time list of open cases, open activities, and expiring entitlements all on one page.
Managers must also be able to see all open cases, escalated cases and cases by representatives on one screen. Managers must be able to drill down within each area.
Managers need a dashboard that displays weekly statistics for cases and representatives.
Each representative needs to see their own tickets that are opened for the day, week, and month as well as their closed tickets.
Service-level agreements
Most customers must be contacted within 90 minutes of their case being opened.
Some customers can purchase faster service on call backs.
Emails must be sent to support managers when service-level agreements (SLAs) are missed.
Support representatives must be able to see a timer on each case form to ensure they are adhering to their SLAs.
SLA KPIs must be tracked in the system.
SLA KPIs must appear on the case form.
Cases must be able to be placed on hold if issues arise with related contracts.
Issues
Users report they are not able to search the Knowledge Base.
NEW QUESTION # 362
A company uses Dynamics 365 Customer Service. The company connects chatbots to its Omnichannel configuration.
The chatbot does not escalate calls to agents.
You need to troubleshoot the chatbot issue.
In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.
NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.
Answer:
Explanation:
Explanation
NEW QUESTION # 363
You are a customer service representative working with cases in Dynamics 365 for Customer Service.
You need to manage multiple lists of cases.
Which actions should you perform? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
NEW QUESTION # 364
A company wants to use Power Virtual Agents chatbots to enable customers to solve their own issues whenever possible. You create knowledge base articles.
You must ensure that the new articles are available through the chatbot.
You need to define the steps to integrate knowledge management with the chatbot.
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.
Answer:
Explanation:
Explanation:
Step 1: Publish knowledge articles to a portal created in Power Apps
Step 2: Create a topic for the Power Virtual Agents bot, and add an action Step 3: Use a Power Automate template to add the solution to the chatbot Step 4: Test the Power Automate cloud flow Test the flow to publish and share the bot.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/integrate-km-with-pva
NEW QUESTION # 365
You need to create the dashboards.
Which dashboard types should you use? To answer, drag the appropriate dashboard types to the correct scenario. Each dashboard 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:
Graphical user interface, text, application, email Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-dashboard
Topic 4, Lamna Healthcare Company (NEW)
Case study
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
Lamna Healthcare Company has a call center for the city. They receive roughly 5,000 calls a day on health issues.
They have the following three departments that take calls daily:
* Chronic illnesses
* Flu-type illnesses
* Geriatric illnesses
There is a fourth area that monitors for miscellaneous issues.
They are implementing Dynamics 365 Customer Service.
Requirements. Queues
* A queue has to be set up for each department.
* Emails must automatically be routed to the appropriate queue.
* Miscellaneous queues must be visible to everyone.
* The other queues must be visible only to the appropriate department.
* If a case is open more than 30 days, the case must automatically be routed to the supervisor.
* There must be a button on the queue list screen to route a case to a supervisor if requested.
Requirements. Visualizations
* Support representatives must have a real-time view of cases assigned to them, including the status of each case.
* Support representatives must be able to see a graphic view of cases by customer that are assigned to them.
Requirements. Knowledge Base
* Support representatives must use the knowledge base first to try to solve issues.
* Support representatives must be able to reference the knowledge base when it is used to resolve the case.
* The knowledge base article that is used to resolve a case must always be sent to the customer.
* If the answer is not in the knowledge base, a support representative needs to create a knowledge base article.
Requirements. Cases
* The cases must follow a process that includes identify, research, and resolve.
* A confirmation section must be added before the resolve section.
* Customers must have contracts that allow them to call Lamna Healthcare 10 times a year for help.
* In addition to the 10 free calls, customers must be able to send 15 emails a year for support.
* 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.
Requirements. Surveys
* Lamna Healthcare sends out about 100,000 surveys a month.
* Lamna must use Microsoft Forms Pro for their surveys.
* All surveys must have the company logo.
* The logo's company colors must not be changed. Any modifications to the graphic or colors is a breach
* of company policies.
* A survey must automatically be sent once a case is resolved.
* A manual survey must be sent if a case is escalated.
* A survey must not be sent without confirming that it is accurate.
* Supervisors must test a survey before it is finalized.
NEW QUESTION # 366
......
MB-230 Study Plan: https://www.pdfvce.com/Microsoft/MB-230-exam-pdf-dumps.html
P.S. Free & New MB-230 dumps are available on Google Drive shared by PDFVCE: https://drive.google.com/open?id=17ADP-LhmNMbX7kTT-muUwnmwvuy0FTXw