Quiz MB-230 - Microsoft Dynamics 365 Customer Service Functional Consultant–High Pass-Rate Valid Test Vce

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Microsoft MB-230 Exam Syllabus Topics:

Section	Weight	Objectives
Manage cases and knowledge management	51-55%	- Create and manage cases 1. Configure case types and statuses 2. Implement case routing and queues 3. Manage case hierarchies and relationships - Configure Dynamics 365 Copilot for Service - Implement knowledge management 1. Configure knowledge search and recommendations 2. Create and manage knowledge articles 3. Integrate knowledge with cases and portals
Manage analytics, visualizations, and insights	5-9%	- Create and manage dashboards and reports 1. Use out-of-box Customer Service reports 2. Build custom dashboards and visualizations - Implement Customer Voice surveys and feedback
Implement scheduling	10-14%	- Configure service scheduling 1. Define service activities and requirements 2. Set up resources and resource groups 3. Implement scheduling rules and availability
Implement routing and work distribution	2-6%	- Configure unified routing 1. Set up workstreams and queues 2. Define routing rules and decision trees
Implement Customer Service multi-session experience	5-9%	- Configure Customer Service workspace 1. Set up app profiles and session templates 2. Integrate channels and productivity tools
Manage entitlements and service level agreements (SLAs)	15-19%	- Configure entitlements 1. Associate entitlements with customers and cases 2. Define entitlement terms and restrictions - Implement SLAs 1. Manage SLA calculations and pauses 2. Configure SLA actions and warnings 3. Define SLA KPIs and timelines
Implement Microsoft Power Platform integration	2-6%	- Integrate Power Apps and Power Automate 1. Connect Customer Service with other apps 2. Create custom forms and workflows
Implement Connected Customer Service	2-6%	- Set up IoT and field service integration

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q151-Q156):

NEW QUESTION # 151
You need to choose the appropriate actions when using the knowledge base.
Which actions should you choose? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation
Box 1: Email the knowledge base article to the customer
Support representatives must use the knowledge base first to try to solve issues.
The knowledge base article that is used to resolve a case must always be sent to the customer.
Box 2: Link to resolved case
Support representatives must be able to reference the knowledge base when it is used to resolve the case.
Box 3: Create a knowledge base article
If the answer is not in the knowledge base, a support representative needs to create a knowledge base article.

NEW QUESTION # 152
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:

NEW QUESTION # 153
A Dynamics 365 Customer Service organization uses routing rules to escalate cases.
Security roles have not been modified or created.
You need to modify the routing rule set that is currently in use and enforce the principle of least privilege.
Which five 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:
Graphical user interface, text, application Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-cases

NEW QUESTION # 154
A company uses Dynamics 365 Customer Sen/ice.
Agents note that when a customer calls, they are unable to view all activities associated with the customer and the customer's company.
Agents must be able to view tasks, appointments, phone calls, emails, notes, and system and user posts.
You create a model-driven app to display the information.
You need to configure the model-driven app main form.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. Set the Regarding column to the Contact table.
B. Use a Timeline control.
C. Use a Quick view control.
D. Use a card form.
E. Set the Regarding column to the Account table.

Answer: B,D

NEW QUESTION # 155
You configure Dynamics 365 Customer Service. Managers require a custom dashboard with the following:
* A list of customers who have the most cases open.
* A list of customers who have the most missed service-level agreements (SLAs) sorted by contact.
* A list of top call takers for the week.
* A list of the cases that took the most amount of time to resolve.
The custom dashboard must be available for all users to use.
You need to configure the system.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:

NEW QUESTION # 156
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