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Microsoft MB-230 exam is designed to test the candidate's skills and knowledge in implementing and configuring the Dynamics 365 Customer Service module. It covers a wide range of topics, including case management, knowledge management, service level agreements, entitlements, and queues. MB-230 Exam also evaluates the candidate's ability to customize the application, enhance the user experience, and integrate external systems.
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The candidates for this certification exam are Dynamics 365 Customer Service Functional Consultants. These professionals cooperate with the Customer Engagement Administrators to upgrade and implement different components of Power Platform, which include customer feedback, connected services, and knowledge management.
The Microsoft MB-230 Exam is an associate-level certification test, which means that it does not have any official prerequisites. However, the students should have extensive knowledge of customer services. These include understanding the industry terminologies, standards, priorities, methodologies, best practices, and customer service operations. They should also have practical skills in meeting the needs of users through the Dynamics 366 customer service. These cover the areas, such as cases, resource scheduling, knowledge management, and Customer Service Insights. In addition, the learners should be conversant with entitlements, queues, visualization, Omnichannel for Customer Service, Power Virtual Agents, and Service Level Agreements.
NEW QUESTION # 39
A company has a Dynamics 365 Customer Service implementation that uses the voice channel feature. Supervisors need to review reports to see how the representatives are performing on the following metrics:
* Percentage of calls that are answered within 30 seconds in the previous four hours.
* Number of calls that are rejected by each representative in the previous four hours.
You need to change the configuration of reports to ensure that they default to the requirements.
Which reports should you configure? To answer, drag the appropriate reports to the correct metrics. Each report 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:
NEW QUESTION # 40
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 # 41
A company administrator is setting up Dynamics 365 Omnichannel for Customer Service.
The administrator is unable to complete the setup due to insufficient permissions.
You need to ensure that the administrator can complete the setup.
Which three security settings should you assign to the administrator? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Answer: A,B,D
NEW QUESTION # 42
You need to add the confirmation step for cases.
What should you edit?
Answer: E
Explanation:
A confirmation section must be added before the resolve section.
Example: Add an on-demand action to a business process flow.
The Dynamics 365 (online), version 9.0 update introduces a business process flow feature: business process flow automation with Action Steps. You can add a button to a business process flow that will trigger an action or workflow.
Reference:
https://docs.microsoft.com/en-us/power-automate/create-business-process-flow#add-an-on-demand-action-to-a-business-process-flow
NEW QUESTION # 43
A company implements Dynamics 365 for Customer Service.
Which status reason is used for each case status? To answer, select the appropriate option in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
NEW QUESTION # 44
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