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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.

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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.

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q170-Q175):

NEW QUESTION # 170
Your company uses Dynamics 365 Customer Service. You create the following support offerings.
Customers must choose one of the three offerings.
- Email only
- Phone only
- Half phone and half email
You allocate 50 cases to each support offering.
You need to create the entitlement with terms that adhere to the support offerings.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. Create a new entitlement for each new support offering for the customer, with terms equal to 50 phone calls and 50 emails.
B. Create different entitlement templates for each set of terms. Apply the appropriate template to the customer.
C. Create a new entitlement for each new support offering for the customer, with terms equal to 25 phone calls and 25 emails.
D. Create one entitlement template that includes the three different terms. Apply the template to the customer, and then remove the terms that do not apply.
E. Create three entitlement templates with terms for 50 calls and 50 emails. Apply the template to the customers as they sign the support offering.

Answer: A,E

NEW QUESTION # 171
You are a customer service manager for a company using Dynamics 365 for Customer Service.
You need to set up queues to manage support. You assign a team to each queue.
What type of queue should you configure?

A. Public
B. Personal
C. Business unit
D. Private

Answer: D

Explanation:
Explanation
Section: Topic 3, Manage queues, entitlements, and SLAs
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queuesmanage-ac

NEW QUESTION # 172
You need to decide which action is applicable in the SLA.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

NEW QUESTION # 173
You manage a Dynamics 365 for Customer Service environment.
The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entitlement.
You need to create the entitlement for the customer.
What should you do?

A. In the old entitlement, zero out the remaining terms and the total terms. Activate the entitlement.
B. Delete the old entitlement. Create a new entitlement template.
C. Make a copy of the old entitlement. Activate the copy.
D. Create a new template with the dates and terms. Activate the template.
E. Add the new end date to the current entitlement and set new terms. Activate the entitlement.

Answer: C

Explanation:
The expired entitlement is always in read-only mode and cannot be modified,also, there is no option to activate the expired entitlement. Only option available with expired entitlements is RENEW that will copy the current entitlement as a template into a new entitlement in draft mode, that needs to be modified (if required) and then activated.

NEW QUESTION # 174
A company is evaluating Dynamics 365 Customer Service Insights.
The company decides to use the sample data environment to expedite the evaluation process.
You need to recommend a dashboard.
Which dashboard should you recommend? 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 Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/dashboard-kpi-summary
https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/dashboard-case-resolutions

NEW QUESTION # 175
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