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| Certification Vendor: | Microsoft |
|---|---|
| Exam Name: | Microsoft Dynamics 365 Customer Service Functional Consultant |
| Exam Number: | MB-230 |
| Exam Price: | $165 USD |
| Exam Duration: | 120 minutes |
| Real Exam Qty: | 40-60 |
| Certificate Validity Period: | 1 year |
| Passing Score: | 700 |
| Related Certifications: | Microsoft Certified: Dynamics 365 Customer Engagement Functional Consultant Associate |
| Exam Format: | Drag and drop, Multiple select, Multiple choice, Fill in the blank, Case studies |
| Available Languages: | English, German, French, Japanese, Italian, Chinese (Simplified), Portuguese (Brazil), Spanish |
| Recommended Training: | Microsoft Learn Learning Paths MB-230 Study Guide |
| Exam Registration: | Microsoft Learn Exam Registration Pearson VUE Scheduling |
| Sample Questions: | Microsoft MB-230 Sample Questions |
| Exam Way: | Online proctored or onsite at Pearson VUE test centers |
| Pre Condition: | No mandatory prerequisites; recommended to have 6+ months of experience implementing Dynamics 365 Customer Service solutions |
| Official Syllabus URL: | https://learn.microsoft.com/en-us/credentials/certifications/exams/mb-230/ |
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To become a Microsoft Dynamics 365 Customer Service Functional Consultant, individuals need to pass the Microsoft MB-230 certification exam. Microsoft Dynamics 365 Customer Service Functional Consultant certification exam is conducted by Microsoft and is available globally. MB-230 Exam consists of multiple-choice questions and is timed. Individuals who pass the exam are awarded the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification.
NEW QUESTION # 321
You are a Dynamics 365 forCustomer Service administrator.
Your company requires a new phone-to-case business process flow for customer service representatives to follow.
The stages are as follows:
* Verification
* Acknowledgement and research
* Resolution
Customer service representatives must send an email to the customer when a case enters the acknowledgement-and-research stage.
You need to create the required business process flow and components.
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
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/create-business-process-flow
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/workflow-processes
NEW QUESTION # 322
You manage Dynamics 365 Customer Service. You have a routing rule set named CustomerResolution that assigns general inquiry cases to a queue named GeneralInquiry.
You need to assign technical support cases to a queue named TechSupport.
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:
Graphical user interface, text, application, email Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-cases
NEW QUESTION # 323
A company administrator is setting up Dynamics 365 Omnichannel for Customer Service.
The administrator is unable to complete the setup due to insufficient permissions.
You need to ensure that the administrator can complete the setup.
Which three security settings should you assign to the administrator? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Answer: A,D,E
NEW QUESTION # 324
You must set up the following:
A work stream must be configured to use Twitter.
The cases must automatically go to the next available sales representative.
Any existing case that comes in must be assigned automatically to the sales representative who worked on the case originally.
You need to choose the correct setting.
Which setting should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Graphical user interface, application Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/channels
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entity-workstream
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams
NEW QUESTION # 325
You are a Dynamics 365 for Customer Service system administrator.
You need to create service-level agreements (SLAs) to meet company requirements.
What SLA types should you use? To answer, drag the appropriate SLA types to the correct requirements. Each SLA type 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
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-levelagree
NEW QUESTION # 326
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