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| Certification Vendor: | Microsoft |
|---|---|
| Exam Name: | Microsoft Dynamics 365 Customer Service Functional Consultant |
| Exam Number: | MB-230 |
| Passing Score: | 700/1000 |
| Exam Duration: | 120 minutes |
| Exam Price: | $165 USD (may vary by country/region) |
| Related Certifications: | Microsoft Dynamics 365 Customer Service Functional Consultant Associate |
| Real Exam Qty: | 40-60 |
| Certificate Validity Period: | 1 year (renewable via Microsoft Learn assessment) |
| Available Languages: | Korean, French, Spanish, English, Japanese, Chinese (Simplified), German, Italian, Portuguese (Brazil) |
| Exam Format: | Case studies, Multiple choice, Best answer, Active screen / scenario-based questions, Drag and drop |
| 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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Microsoft MB-230 exam covers a range of topics, including configuring customer service, managing cases and the knowledge base, creating and managing queues, implementing entitlements and service level agreements, and using analytics and reporting tools. MB-230 Exam is designed to test your ability to use Microsoft Dynamics 365 tools and technologies to meet customer service requirements effectively.
NEW QUESTION # 170
You need to create a new agent script for the agents.
Which five actions should you recommend be performed 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:
NEW QUESTION # 171
You need to create an entitlement template. In System Settings, you navigate to Service Management.
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 Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entitlements-templates
NEW QUESTION # 172
You are working as a functional consultant for Dynamics 365 Customer Service. No changes have been made to security roles.
You need to ensure that customer service representatives can process cases that have service-level agreements (SLAs) and entitlements. You must grant only the minimum privileges required.
How should you configure security? 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, chat or text message Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements
NEW QUESTION # 173
You are a Dynamics 365 for Customer Service administrator. Your company provides support between 9 a.m.
and 5 p.m.
You must add a warning to account records when service representatives do not contact an account within eight business hours ofthe account being verified.
You need to enable service-level agreements (SLAs) for accounts.
In which order should you perform the actions? To answer, move all actions from the list to the answer area and arrange them in the correct order.
Answer:
Explanation:
NEW QUESTION # 174
A client wants to use the knowledge base in Dynamics 365 Customer Service.
You need to identify the state of a knowledge base article when an event occurs.
What are the states of the articles? 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/dynamics365/customer-service/customer-service-hub-user-guide-knowledge-article
NEW QUESTION # 175
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