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| Certification Vendor: | Microsoft |
|---|---|
| Exam Name: | Microsoft Dynamics 365 Customer Service Functional Consultant |
| Exam Number: | MB-230 |
| Certificate Validity Period: | 1 year (renewable via Microsoft Learn assessment) |
| Real Exam Qty: | 40-60 |
| Related Certifications: | Microsoft Dynamics 365 Customer Service Functional Consultant Associate |
| Exam Format: | Drag and drop, Multiple choice, Case studies, Best answer, Active screen / scenario-based questions |
| Passing Score: | 700/1000 |
| Exam Duration: | 120 minutes |
| Available Languages: | English, Korean, Spanish, French, Japanese, Portuguese (Brazil), German, Italian, Chinese (Simplified) |
| Exam Price: | $165 USD (may vary by country/region) |
| Recommended Training: | Instructor-led training (Microsoft Dynamics 365 Customer Service) Microsoft Learn MB-230 Learning Path |
| Exam Registration: | MB-230 Exam Details Page Microsoft Certification Exam Registration (Pearson VUE) |
| Sample Questions: | Microsoft MB-230 Sample Questions |
| Exam Way: | Online proctored exam or onsite testing center via Pearson VUE |
| Pre Condition: | No formal prerequisites required. Recommended: basic understanding of Dynamics 365 and customer service operations. |
| Official Syllabus URL: | https://learn.microsoft.com/en-us/credentials/certifications/dynamics-365-customer-service-functional-consultant-associate/ |
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The Microsoft Dynamics 365 Customer Service exam MB-230 by code is designed to test one's knowledge of the implementation of omnichannel solutions focused on service, quality, reliability, efficiency, and customer satisfaction.
NEW QUESTION # 124
You are an Omnichannel administrator for a company. The company is implementing a chat channel.
You need to route all chats relating to work orders to the field service queue.
In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order, NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.
Answer:
Explanation:
1 - Enable the work order entity for queues and activities...
2 - Create a queue named field service.
3 - Create a new entity routing channel record...
4 - Add a new rule routing set for work orders.
5 - Create a Rule Item and specify the rule criteria...
NEW QUESTION # 125
Hotspot Question
A company is implementing Dynamics 365 Customer Service and Power Virtual Agents for its support desk.
Supervisors have the following information requirement:
- Topic analytics for all cases completed over the last year.
- Analytics for chatbot options chosen from past interactions with
customers.
You need to configure the system to meet the requirements.
What should you enable in the configuration? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 126
You need to select the feature for each parameter.
Which feature should you use for each parameter? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-operating-hours
Topic 2, Humongous Insurance
Current environment
Humongous Insurance has three departments to handle claim types: HMO, PPO, and Gold.
The company uses handwritten forms to send claims information to the correct department.
Each department maintains a workbook to record calls received.
Requirements.
Support desk
Configure the system to track the number of insurance claims filed each year.
Categorize claims by type as they are opened.
Configure the system to track staff responsiveness to service-level agreements (SLAs).
Ensure that business hours reflect the hours that support staff are scheduled.
Requirements. Case handling
All new cases must be automatically placed into a queue based on insurance type after the type is selected.
All insurance types need to be automatically moved to the proper queue when the subject is picked.
All cases must be created and closed immediately when received.
The status reason must be set to Email Sent or Phone Call.
Information must be restricted by insurance and phone call type.
Managers must be alerted when customers reach their limit of 25 cases for the year.
Changes to cases must not be counted against entitlements until the case is closed.
Requirements. Disputes
Claim disputes must be categorized as low priority.
The status for all disputed cases must be set to Review by a Manager before a disputed case may be closed.
Requirements. Knowledge base
A knowledge base must be used as a repository for all answers.
Representatives must be able to search the knowledge base when opening a new case for similar claims.
Representatives must be able to search across all entities at all times.
Searches must check any field in the entity for matches in a single search.
Searches must return results in a single list and sort the list so that the most relevant results appear at the top of the list.
Representatives must be able to link the knowledge base to cases when applicable.
Representatives must create a new knowledge base article if an answer is not found in the existing knowledge base.
Representatives must be able to use SQL-like syntax to search the knowledge base.
Requirements. Service-level agreements
When a customer calls to open a claim, the company must respond to the caller within the following time frames:
Requirements. Alerts
Cases must be flagged when they are past the SLA threshold.
An email alert must be sent to the manager to indicate an SLA noncompliance.
An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.
Send an email alert to support managers when disputes are ready to be closed.
Send an email alert to customers when cases are closed.
Requirements. Issues
The current process is all manual and not efficient.
There is no easy way to determine whether the company is meeting its SLAs.
Representatives are often inconsistent regarding how they handle customers and answer customer questions.
There is no accountability for any of the representatives who take calls.
NEW QUESTION # 127
You are a Dynamics 365 for Customer Service administrator.
Members of the customer support staff must not be available on public holidays in the year 2021.
You need to configure holiday schedules.
Which actions should you perform? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-holidayschedule
NEW QUESTION # 128
You are configuring a single business process flow in Dynamics 365 for Customer Service.
You need to design the business process flow.
What should you do?
Answer: C
Explanation:
Section: Topic 1, Perform Configuration
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/enhance-business-process- flows-branching
NEW QUESTION # 129
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