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The MB-230 certification exam is intended for functional consultants who work with customers to understand their business processes and requirements and translate them into customer service solutions. Microsoft Dynamics 365 Customer Service Functional Consultant certification exam is ideal for those who have experience implementing and configuring solutions for customer service organizations. Candidates for this certification must have a thorough knowledge of the Dynamics 365 platform and its customer service applications.
Microsoft MB-230 is a certification exam designed for individuals who want to showcase their skills and expertise in the field of Dynamics 365 Customer Service Functional Consultancy. MB-230 exam tests the candidates' ability to implement, configure, and manage Dynamics 365 customer service solutions for businesses. Microsoft Dynamics 365 Customer Service Functional Consultant certification validates the candidate's knowledge of customer service processes, case management, service level agreements, entitlements, and knowledge management.
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Microsoft MB-230 exam is designed for individuals who aspire to be certified as a Microsoft Dynamics 365 Customer Service Functional Consultant. MB-230 exam evaluates the candidate’s ability to design and configure customer service solutions, manage case lifecycles, integrate customer service with other Dynamics 365 applications, and manage data and analytics. The MB-230 Exam is intended for candidates who have a strong understanding of Dynamics 365 Customer Service features and capabilities and have experience in implementing and configuring these features in a customer service environment.
NEW QUESTION # 93
You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review.
You approve some articles and revert some articles to draft status.
For each action, what should you do next? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 94
You are implementing a new channel within Omnichannel.
You need to enable an SMS channel.
On which entity should you configure each task? To answer, drag the appropriate entities to the correct tasks.
Each entity 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:
Box 1: Workstream
Configure work distribution
In the Work distribution area of a workstream, you can either accept the default settings or select See more and update the following options:
Auto-close after inactivity
Work distribution mode
Capacity
Block capacity for wrap up
Etc.
Box 2: SMS Number
In SMS phone numbers, select Add, and enter the following details in Add SMS number:
Number: Specify the support phone number that you purchased from TeleSign in the <phone_number> format, such as 14252306549. Make sure that you don't enter blank spaces or special characters.
Type: Select Geo, Short code, or Toll free.
Description: Enter a description.
Validate: Select to validate the customer ID and API key.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel
NEW QUESTION # 95
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:
1 - Publish knowledge articles to a portal created in Power Apps
2 - Create a topic for the Power Virtual Agents bot, and add an action.
3 - Use a Power Automate template to add the solution to the chatbot
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/integrate-km-with-pva
NEW QUESTION # 96
You use Dynamics 365 for Customer Service.
You need to merge cases.
What is the outcome for the merge process? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
NEW QUESTION # 97
You use Dynamics 365 for Customer Service administrator. You plan to create Voice of the Customer surveys.
You need to determine 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:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey
NEW QUESTION # 98
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