MB-230 Practice Exam Questions - Realistic Lab Microsoft Dynamics 365 Customer Service Functional Consultant Questions

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Microsoft MB-230 Exam Syllabus Topics:

SectionObjectives
Topic 1: Configure Dynamics 365 Customer Service- Configure customer service applications
  • 1. Configure basic system settings
    • 2. Set up Dynamics 365 Customer Service app
      - Manage cases and queues
      • 1. Queue configuration and routing
        • 2. Case lifecycle management
          Topic 2: Implement omnichannel for customer service- Omnichannel setup
          • 1. Routing and work distribution
            • 2. Chat, voice, and messaging configuration
              Topic 3: Analyze and improve customer service insights- Reporting and dashboards
              • 1. Use analytics in Customer Service
                Topic 4: Manage service level agreements (SLAs) and entitlements- SLAs configuration
                • 1. Track SLA compliance
                  • 2. Define SLA KPIs
                    - Entitlements
                    • 1. Create and manage entitlements
                      Topic 5: Manage cases and knowledge- Case management
                      • 1. Automate case routing
                        • 2. Create and resolve cases
                          - Knowledge management
                          • 1. Knowledge articles creation and lifecycle
                            • 2. Search and knowledge usage

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                              Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q226-Q231):

                              NEW QUESTION # 226
                              You are implementing Omnichannel for Customer Service for a company.
                              The company wants agents to serve customers through both the company's portal and Facebook page.
                              You need to enable the appropriate channels.
                              Which two channels should you enable? Each correct answer presents part of the solution.
                              NOTE: Each correct selection is worth one point.

                              Answer: B,C

                              Explanation:
                              Use Chat
                              If you want to help your customers using live chat, you can use the Chat for Dynamics 365 Customer Service channel.
                              Use the Facebook channel.
                              Note: Social channels
                              If you want to help your customers using social media, you can use the following social channels:
                              Apple Messages for Business
                              Facebook
                              Google's Business Messages
                              WhatsApp through Twilio
                              Twitter
                              WeChat
                              LINE
                              Reference:
                              https://docs.microsoft.com/en-us/dynamics365/customer-service/channels
                              https://docs.microsoft.com/en-us/dynamics365/customer-service/facebook


                              NEW QUESTION # 227
                              You are implementing a new channel within Omnichannel.
                              You need to enable an SMS channel.
                              On which entity should you configure each task? To answer, drag the appropriate entities to the correct tasks.
                              Each entity 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:
                              Box 1: Workstream
                              Configure work distribution
                              In the Work distribution area of a workstream, you can either accept the default settings or select See more and update the following options:
                              Auto-close after inactivity
                              Work distribution mode
                              Capacity
                              Block capacity for wrap up
                              Etc.
                              Box 2: SMS Number
                              In SMS phone numbers, select Add, and enter the following details in Add SMS number:
                              Number: Specify the support phone number that you purchased from TeleSign in the <phone_number> format, such as 14252306549. Make sure that you don't enter blank spaces or special characters.
                              Type: Select Geo, Short code, or Toll free.
                              Description: Enter a description.
                              Validate: Select to validate the customer ID and API key.
                              Reference:
                              https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel


                              NEW QUESTION # 228
                              You are configuring Dynamics 365 Customer Service.
                              Child cases must inherit the customer name and contact from the parent case when opened.
                              You need to configure the case inheritance.
                              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
                              Graphical user interface, text, application Description automatically generated

                              Reference:
                              https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases


                              NEW QUESTION # 229
                              You are creating surveys for Voice of the Customer (VoC).
                              You need to configure VoC to ensure that recipients can unsubscribe to surveys.
                              Which two survey features should you use? Each correct answer presents a complete solution.
                              NOTE: Each correct selection is worth one point.

                              Answer: A,C

                              Explanation:
                              Reference:
                              https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey#add-the-unsubscribe-option-to-a-survey


                              NEW QUESTION # 230
                              You have a Microsoft Dynamics 365 environment that has no customization.
                              You are working in the interactive service hub with a single-stream dashboard for cases.
                              Which option can you use to filter cases?

                              Answer: A


                              NEW QUESTION # 231
                              ......

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