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The desktop-based practice exam software is the first format that MB-230 provides to its customers. It allows candidates to track their progress from start to finish and provides an easily accessible progress report. This Microsoft MB-230 Practice Questions is customizable and mimics the real exam's format. It is user-friendly on Windows-based computers, and the product support staff is available to assist with any issues that may arise.

Microsoft MB-230 Exam is ideal for professionals who have experience in customer service management and want to enhance their skills in Microsoft Dynamics 365. It is also suitable for individuals who are new to customer service management but have a technical background and want to learn Microsoft Dynamics 365. MB-230 exam is available in English, Japanese, Korean, and Simplified Chinese, and the candidate can take it online or at a testing center.

SLA, Entitlements, and Queues Management: 15-20%

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The MB-230 Exam covers topics such as case management, customer service analytics, customization and configuration, entitlements and service level agreements, and knowledge management. Through MB-230 exam, candidates will learn how to effectively manage the entire customer service process from receipt of a customer inquiry to resolution of a case. They will also become proficient in identifying and addressing customer trends and issues, as well as leveraging data analytics to drive continuous improvement of the customer experience.

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q147-Q152):

NEW QUESTION # 147
You are configuring a Dynamics 365 for Customer Service instance.
Customer service manager cannot create new entitlements for customer service representatives.
You need to ensure that customer service managers can add new entitlement templates and knowledge base records for customer service representatives.
Which access levels should you apply? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:


NEW QUESTION # 148
A company uses Dynamics 365 Customer Service. The manufacturing company has several locations and 10 repair technicians.
The company is implementing scheduling. The company must ensure that the correct repair technicians with the correct tools go to the facility closest to them.
You need to identify the valid resources.
Which two options are valid resources? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

Answer: A,B


NEW QUESTION # 149
You create a new case that is associated to a service level agreement (SLA).
You need to identify what occurs when the case is placed on hold.
What should you identify?

Answer: C


NEW QUESTION # 150
You are an Omnichannel administrator for a company. The company is implementing a chat channel.
You need to route all chats relating to work orders to the field service queue.
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 # 151
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd.
You need to automatically create cases from emails sent to the support@contoso.com email address.
Solution: Create an automatic record creation and update rule. Set the Source type to Email, and then select the queue. Configure autoresponse settings.
Does the solution meet the goal?

Answer: A

Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/automatically-createcase


NEW QUESTION # 152
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