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Microsoft MB-230 Exam Syllabus Topics:

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

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Latest MB-230 Exam Papers - Questions MB-230 Pdf

As you all know that practicing with the wrong preparation material will waste your valuable money and many precious study hours. So you need to choose the most proper and verified preparation material with caution. Preparation material for the Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) exam questions from Itcerttest helps to break down the most difficult concepts into easy-to-understand examples. Also, you will find that all the included questions are based on the last and updated MB-230 exam dumps version.

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q30-Q35):

NEW QUESTION # 30
A company uses Dynamics 365 Customer Service to provide product support to customers. Only employees are included in the company's Azure Active Directory.
You need to configure the system to meet the following requirements. You must minimize the effort required to complete any required configuration tasks.
Create a website for external customers to open support tickets and see the status of open issues.
Ensure that customers are set up to use this website.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/power-apps/maker/portals/portal-templates
https://docs.microsoft.com/en-us/dynamics365/supply-chain/sales-marketing/customer-portal-overview
https://readyxrm.blog/2019/07/04/dynamics-365-customer-self-service-powerapps-portals-creating-a-case-on-behalf-of-another-account/

NEW QUESTION # 31
You are a Dynamics 365 for Customer Service administrator.
You must track time against enhanced service-level agreements (SLAs).
You need to add a timer.
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/customer-service/add-timer-forms- tracktime-against-enhanced-sla

NEW QUESTION # 32
Drag and Drop Question
You are an Omnichannel administrator for a company. The company is implementing a chat channel.
You need to route all chats relating to work orders to the field service queue.
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 choices is correct. You will receive credit for any of the correct orders you select.

Answer:

Explanation:

NEW QUESTION # 33
You are using Dynamics 365 Customer Service. You are viewing a knowledge base (KB) article from a case record. Knowledge management is set up to use an external portal.
You need to link the article to the case and share the article with the customer.
What is the solution for each requirement? 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/find-knowledge-articles-within-record-dynamics-365

NEW QUESTION # 34
You are implementing Omnichannel for Customer Service for a call center.
The call center manager needs to be able to track agents' performance.
You need to configure the intraday insights dashboard to meet the requirement.
Which configurations 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, text, application Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-intraday-dashboard-supervisor

NEW QUESTION # 35
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