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Microsoft MB-230 exam is ideal for professionals who have experience in customer service management and want to enhance their skills in Microsoft Dynamics 365. It is also suitable for individuals who are new to customer service management but have a technical background and want to learn Microsoft Dynamics 365. MB-230 Exam is available in English, Japanese, Korean, and Simplified Chinese, and the candidate can take it online or at a testing center.
Our Microsoft MB-230 practice exam software will record all the attempts you have made in the past and display any modifications or improvements made in each attempt. This Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) exam simulation software enables you to track your progress and quantify how much you have improved.
Microsoft MB-230 Exam is a comprehensive exam that tests the candidate's knowledge of the Dynamics 365 Customer Service module. It's a challenging exam that requires a thorough understanding of the platform and its capabilities. To pass the exam, candidates must have a strong understanding of the module's functionality, configuration options, and best practices for implementing and customizing the application.
NEW QUESTION # 55
Hotspot Question
You are a help desk support representative using Dynamics 365 Customer Service Hub case management with limited permissions.
You need to create a personal chart that meets the following requirements:
- Show the number of open cases assigned to you for each customer.
- Ensure that specific team members can view the chart and view any
changes as you update the chart.
Which options should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 56
You must set up the following:
* A work stream must be configured to use Twitter.
* The cases must automatically go to the next available sales representative.
* Any existing case that comes in must be assigned automatically to the sales representative who worked on the case originally.
You need to choose the correct setting.
Which setting should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
Graphical user interface, application Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/channels
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entity-workstream
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams
NEW QUESTION # 57
A company is implementing Omnichannel for Customer Service.
The company plans to release a new product in the following markets: Germany, Spain, and France.
Before the product launches, one agent from each country/region will receive training on the new product. The agents are included as part of a new team for the product. Each agent is part of a team specific to the country/region that they serve.
Inquiries about the new product must be routed as follows:
1. Route inquiries to an agent who knows the new product and is fluent in the language of the caller.
2. Route inquiries to an agent who knows the new product but speaks only a bit of the language of the caller.
3. Route inquiries to an agent who speaks all caller languages but does not know the new product.
You need to configure the system.
Which feature should you use? 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, email Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/setup-skills-assign-agents
NEW QUESTION # 58
You are creating a virtual agent to handle common customer inquiries.
The virtual agent must provide the ability to route customers to live agents for escalation.
You need to recommend a solution.
Which components should you use? 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, chat or text message Description automatically generated
Reference:
https://docs.microsoft.com/en-us/power-virtual-agents/advanced-hand-off
NEW QUESTION # 59
You are a customer service schedule administrator for a company. The company hires an electrical engineer who will work remotely.
You need to set the resource to enable the engineer to work remotely.
Which three actions should you perform next 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:
NEW QUESTION # 60
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