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| Certification Vendor: | Microsoft |
|---|---|
| Exam Name: | Microsoft Dynamics 365 Customer Service Functional Consultant |
| Exam Number: | MB-230 |
| Exam Price: | $165 USD (may vary by country/region) |
| Real Exam Qty: | 40-60 |
| Exam Format: | Multiple choice, Drag and drop, Case studies, Best answer, Active screen / scenario-based questions |
| Related Certifications: | Microsoft Dynamics 365 Customer Service Functional Consultant Associate |
| Passing Score: | 700/1000 |
| Available Languages: | French, Portuguese (Brazil), English, Spanish, Chinese (Simplified), Italian, Japanese, Korean, German |
| Certificate Validity Period: | 1 year (renewable via Microsoft Learn assessment) |
| Exam Duration: | 120 minutes |
| Recommended Training: | Instructor-led training (Microsoft Dynamics 365 Customer Service) Microsoft Learn MB-230 Learning Path |
| Exam Registration: | Microsoft Certification Exam Registration (Pearson VUE) MB-230 Exam Details Page |
| 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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Achieving the Microsoft Dynamics 365 Customer Service Functional Consultant certification by passing the MB-230 Exam demonstrates a candidate's ability to design and implement customer service solutions using Dynamics 365. Microsoft Dynamics 365 Customer Service Functional Consultant certification opens up new career opportunities and enables professionals to showcase their expertise in the customer service industry.
NEW QUESTION # 226
A company implements Dynamics 365 Customer Voice. The company sends out customer satisfaction surveys. The service team creates one survey from a blank project and others from a predefined project template.
When the company receives all the survey responses, a member of the service team must analyze the results.
The member must calculate satisfaction scores to help the service manager identify required efficiency changes for the department.
You need to determine which type of satisfaction metrics to use.
Which metrics should you use? To answer, drag the appropriate metrics to the correct scores. Each metric 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: Net Promoter Score
Net Promoter Score (NPS): NPS is a metric used to measure customer loyalty. The score is calculated from the NPS-type question by using a scale from 0 through 10. The respondents are grouped as follows:
Detractors are those who respond with a score from 0 through 6.
Passives are those who respond with a score of 7 or 8.
Promoters are those who respond with a score of 9 or 10.
NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. The score is a number that can range from -100 to 100.
Box 2: Customer Satisfaction Score
Customer Satisfaction (CSAT): CSAT is a metric used to measure the level of satisfaction customers have with a product or a service. CSAT is measured by responses to rating-type questions. The CSAT score is calculated on a scale of 1 to 5. If you create a question on a scale other than 1 to 5, the CSAT score is normalized as per the 1 to 5 scale. This helps in comparing various CSAT scores.
Incorrect:
Sentiment: Sentiment is a metric used to identify customer sentiment toward a product or a service. Sentiment groups the responses to a text-based question as positive, negative, or neutral.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-voice/satisfaction-metrics
NEW QUESTION # 227
Hotspot Question
You are implementing Dynamics 365 Customer Service Workspaces for your company's help desk without additional software.
Help desk representatives must be able to open multiple sessions. The configuration has the following requirements:
- Ensure each helpdesk representative has the same user experience when logging into the application.
- Customer records must automatically open when a helpdesk
representative opens a case.
You need to configure the help desk settings.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 228
A company implements Dynamics 365 Customer Service.
You are setting up scheduling to dispatch repair technicians. You encounter the following issues:
* You are unable to create a new organizational unit.
* Repair technicians are accidentally scheduled to work on days when company is on holiday.
* RepairTechnicianA does not appear on the schedule for Fridays for any issue.
You need to resolve the issues.
What should you modify to correct the issues? To answer, drag the appropriate resolutions to the correct issues. Each source 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:
Graphical user interface, text, application Description automatically generated
NEW QUESTION # 229
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 # 230
A company uses Dynamics 365 Customer Service.
A user is configuring loT devices to record specific types of information, such as temperature, humidity, and air flow. Several types of devices require configuration for pre-set commands and ease of administration.
You need to configure the devices to generate the correct recordings.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 231
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