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We provide updated and real Microsoft MB-230 exam questions that are sufficient to clear the Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) exam in one go. The product of GuideTorrent is created by seasoned professionals and is frequently updated to reflect changes in the content of the MB-230 Exam Questions.
Though there are no requirements for admission to the MB-230 test, it is part of the requirements for Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. Before sitting for MB-230 exam, you have to pass the PL-200 test. Both are a necessity to apply for a position of Functional Consultant, but if the PL-200 exam is focused on the Microsoft Power Platform, MB-230 exam in its turn is all about Microsoft Dynamics 365 Customer Service. Each of the exams will cost you $165 and before passing them you need to create an account with Microsoft and to schedule the required exam via Pearson VUE.
It assesses the candidate’s knowledge and skills to cooperate with solution architects and customer engagement administrators, as such specialists should be proficient in working with service management virtualization and reports, as well as know all best practices to meeting the customers’ needs.
Moving forward, exam MB-230 contains 40-60 questions which you are to complete within 130 minutes. The format of this test includes multiple-choice or multiple select questions, case studies or fill-in blanks, among many.
If you want to ace this exam, you must score at least 700 points on a scale of 1000. However, if you fail to pass the test on your first attempt, then you must wait for at least 24 hours before you can retake the exam and if you are unable to pass it the second time, then you need to wait for at least 14 days before your next trying. This is the same rule that guides the retake process if you are retaking for the fourth or fifth time. Candidates are allowed to take the exam not more than five times a year. So, if you are unable to pass the exam on the fifth time, you will have to wait for a year which starts on your failure of the fifth attempt. At the same time, if you need the certificate urgently and you have exhausted the time you can do the exam in a year, you can contact Microsoft if you want to try again.
The Microsoft MB-230 Exam, which is also known as Microsoft Dynamics 365 Customer Service, is one of the prerequisite tests for earning the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. It is required that you pass it along with Microsoft PL-200 in order to get certified.
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Microsoft MB-230 is a certification exam that evaluates the skills and knowledge of individuals seeking to become Microsoft Dynamics 365 Customer Service Functional Consultants. MB-230 exam is designed to test the candidate's ability to implement and configure the Dynamics 365 Customer Service application, design and implement service management processes, and integrate Dynamics 365 with external systems.
NEW QUESTION # 183
You need to ensure that customers cannot open more cases than they are allowed.
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
Text, table Description automatically generated with medium confidence
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-custom
NEW QUESTION # 184
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 # 185
You need to configure the options for the schedule.
Which options should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
Graphical user interface, text, application Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/resources-service-scheduling
NEW QUESTION # 186
You are a help desk representative for an organization using Dynamics 365 Customer Service.
Users need to search within the system for similar cases. None of the out-of-the-box settings have been changed.
You need to determine which search features are available for use by default.
Which two search features are available? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
Answer: B,C
NEW QUESTION # 187
You are a Dynamics 365 for Customer Service system administrator.
You need to create service-level agreements (SLAs) to meet company requirements.
What SLA types should you use? To answer, drag the appropriate SLA types to the correct requirements. Each SLA 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:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-levelagree
NEW QUESTION # 188
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