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| Certification Vendor: | Microsoft |
|---|---|
| Exam Name: | Microsoft Dynamics 365 Customer Service Functional Consultant |
| Exam Number: | MB-230 |
| Real Exam Qty: | 40-60 |
| Available Languages: | Russian, Indonesian (Indonesia), German, English, French, Chinese (Traditional), Arabic (Saudi Arabia), Portuguese (Brazil), Korean, Chinese (Simplified), Japanese, Spanish, Italian |
| Passing Score: | 700 / 1000 |
| Certificate Validity Period: | 1 year (renewal required) |
| Exam Duration: | 100 minutes |
| Related Certifications: | Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate |
| Exam Price: | $165 USD |
| Exam Format: | Yes/No, Case study, Multiple choice, Drag-and-drop |
| 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 |
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Microsoft MB-230 Certification Exam is a valuable credential for functional consultants who want to validate their skills and knowledge in implementing and configuring customer service solutions in the Dynamics 365 environment. MB-230 exam covers a range of topics, from customer service processes to voice of the customer, and is designed to assess a candidate's expertise in customer service solutions. Earning this certification can help you stand out in the job market, increase your earning potential, and demonstrate your commitment to staying up-to-date with the latest trends and best practices in customer service.
NEW QUESTION # 24
You need to add SLA timers to the Case form.
Which two options should you configure? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Answer: A,E
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/add-timer-control-case-form-track-time-against-sla
NEW QUESTION # 25
You are a Dynamics 365 Customer Service administrator.
You create a new entity named Root Cause Escalation. Queues must be used for new Root Cause Escalation records. The records must be automatically assigned to the record owner's default queue when a record is created.
You need to implement the proper functionality to meet the requirements.
Which three 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:
A picture containing timeline Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/enable-entities-for-queues
NEW QUESTION # 26
You are a Dynamics 365 for Customer Service administrator.
Your company requires a new phone-to-case business process flow for customer service representatives to follow.
The stages are as follows:
* Verification
* Acknowledgement and research
* Resolution
Customer service representatives must send an email to the customer when a case enters the acknowledgement-and-research stage.
You need to create the required business process flow and components.
Which three 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:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/create-business-process-flow
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/workflow-processes
NEW QUESTION # 27
A company uses Customer Service.
The company plans to enable a customer service agent in Omnichannel.
You need to identify the security roles that are required for the bot user.
What should you identify? To answer, move the appropriate security roles to the correct requirements. You may use each security role once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
NEW QUESTION # 28
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer.
You need to create a customer service satisfaction survey and embed it on a website.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Answer: A,D
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/distribute-survey
NEW QUESTION # 29
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