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The MB-230 Exam covers various topics related to customer service, including managing cases, knowledge management, service level agreements, entitlements, voice of the customer, and unified service desk. Candidates will need to demonstrate their knowledge of these areas and their ability to configure and customize Dynamics 365 Customer Service solutions to meet the needs of their clients.

Microsoft Dynamics 365 Customer Service Functional Consultant certification is designed for individuals who want to become experts in the implementation and customization of customer service solutions using Microsoft Dynamics 365. Microsoft Dynamics 365 Customer Service Functional Consultant certification exam, known as MB-230, focuses on testing the candidate's knowledge of customer service concepts, managing cases and queues, implementing entitlements and service level agreements, and configuring voice of the customer surveys.

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Microsoft MB-230 is a certification exam that evaluates the skills and knowledge of individuals seeking to become Microsoft Dynamics 365 Customer Service Functional Consultants. MB-230 exam is designed to test the candidate's ability to implement and configure the Dynamics 365 Customer Service application, design and implement service management processes, and integrate Dynamics 365 with external systems.

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q115-Q120):

NEW QUESTION # 115
A company uses Dynamics 365 for Customer Service.
You need to document the case resolution process.
How are each of the cases resolved? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service- hubuser-guide-case-sla


NEW QUESTION # 116
You need to enable relevance search for the custom entity.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

Answer: C

Explanation:
Reference:
https://carldesouza.com/how-to-use-relevance-search-in-dynamics-365/


NEW QUESTION # 117
A contact center superviser requires operations metrics by channel and sentiment analysis.
You need to install the Omnichannel insights dashboard for the company.
In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.
NOTE: More than one order of answer chokes is correct. You will receive credit for any of the correct orders you select.

Answer:

Explanation:

Explanation:


NEW QUESTION # 118
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:
Graphical user interface, text, application Description automatically generated

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


NEW QUESTION # 119
You need to configure entitlements for contracts.
What should you use? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.

Answer:

Explanation:

Explanation
Box 1: 25
Customers must have contracts that allow them to call Lamna Healthcare 10 times a year for help.
In addition to the 10 free calls, customers must be able to send 15 emails a year for support.
If you want to restrict support through the phone channel to 80 hours and email to 20 hours, create individual entitlement channel records and add their total terms.
Box 2: Entitlement Channel
The Entitlement Channel section specifies the support channel through which the customer can reach the organization and seek support.
Use this section to define the channels your customers are entitled to and track the customer support term for each channel. For example, you can add phone and email as the channels through which you'll offer support.
If you want to restrict support through the phone channel to 80 hours and email to 20 hours, create individual entitlement channel records and add their total terms.
Box 3: Auto-calculate
The remaining term is auto-calculated and shows the total number of hours or cases remaining for the customer's entitlement.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-custom


NEW QUESTION # 120
......

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