Microsoft MB-230 Dumps & MB-230 Dumps Vce

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Microsoft MB-230 Exam Syllabus Topics:

TopicDetails
Topic 1
  • Manage Cases, Knowledge Management, and Feedback: This topic equips Microsoft functional consultants to create and manage cases effectively, ensuring smooth resolution processes. The subject explores configuring foundational Customer Service components, enabling the use of Knowledge Management to streamline information sharing. Additionally, capturing customer feedback with Customer Voice empowers consultants to gather actionable insights.
Topic 2
  • Implement Dynamics 365 Contact Center: This topic prepares Microsoft functional consultants to deploy and configure Dynamics 365 Contact Center solutions. Key areas include managing communication channels to offer multichannel customer support, implementing agent productivity features for efficient task handling, and setting up agent workspaces for streamlined operations.
Topic 3
  • Implement Scheduling and Routing: This section trains Microsoft functional consultants to configure service scheduling for optimizing resource allocation. It includes setting up routing processes to ensure customer inquiries are directed to the appropriate channels or personnel. The focus on scheduling and routing prepares consultants to design seamless workflows and reduce response time, improving overall operational efficiency within Customer Service environments.
Topic 4
  • Extend Customer Service by Using Microsoft Power Platform: Microsoft functional consultants enhance their expertise by learning to configure model-driven apps tailored for Customer Service scenarios. The topic includes creating custom apps to meet specific business needs and implementing Copilot Studio to automate and enhance service workflows.

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The MB-230 exam consists of multiple-choice questions and simulations that test the candidate’s ability to perform real-world tasks related to customer service. MB-230 exam covers topics such as case management, knowledge management, service level agreements, and customer service analytics. Passing MB-230 Exam demonstrates that the candidate has the skills and knowledge necessary to work as a Microsoft Dynamics 365 Customer Service Functional Consultant.

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q91-Q96):

NEW QUESTION # 91
Hotspot Question
A company installs and services air filtering units for industrial manufacturing plants. The company is implementing Dynamics 365 Customer Service.
Each regional location has only two advanced diagnostic units. The company charges customers a higher rate when the company uses a unit.
You need to configure the system to optimize work scheduling.
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:
https://docs.microsoft.com/en-us/dynamics365/customer-service/resources-service-scheduling
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-edit-service-csh


NEW QUESTION # 92
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 # 93
A company uses Dynamics 365 Customer Service.
Customer Service workspaces must have custom navigation that meets the following requirements:
- An application must be opened as an anchor tab in the application tab panel.
- Three additional application tabs must be opened when a session
begins.
- The default mode of the communication panel must be set to Docked.
You need to determine which tool and feature to use to meet all requirements.
Which two tools/features should you use? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

Answer: C,D


NEW QUESTION # 94
You make a phone call regarding an existing case record.
You need to create a phone call activity that appears on the case record timeline.
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:


NEW QUESTION # 95
Customer service representatives are not able to manually add service-level agreements (SLAs) to a record.
You need to enable on-demand SLAs.
What should you do?

Answer: B

Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-levelagree


NEW QUESTION # 96
......

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