Microsoft MB-230 Exam Dumps - Preparation Material For Best Result [2026]

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Microsoft MB-230 Exam Syllabus Topics:

Section	Objectives
Topic 1: Analyze and improve customer service insights	- Reporting and dashboards 1. Use analytics in Customer Service
Topic 2: Implement omnichannel for customer service	- Omnichannel setup 1. Routing and work distribution 2. Chat, voice, and messaging configuration
Topic 3: Configure Dynamics 365 Customer Service	- Configure customer service applications 1. Configure basic system settings 2. Set up Dynamics 365 Customer Service app - Manage cases and queues 1. Case lifecycle management 2. Queue configuration and routing
Topic 4: Manage service level agreements (SLAs) and entitlements	- Entitlements 1. Create and manage entitlements - SLAs configuration 1. Define SLA KPIs 2. Track SLA compliance
Topic 5: Manage cases and knowledge	- Knowledge management 1. Search and knowledge usage 2. Knowledge articles creation and lifecycle - Case management 1. Automate case routing 2. Create and resolve cases

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Finding 60 exam preparation material that suits your learning preferences, timetable, and objectives is essential to prepare successfully for the test. You can prepare for the Microsoft MB-230 test in a short time and attain the Microsoft Dynamics 365 Customer Service Functional Consultant certification exam with the aid of our updated and valid exam questions. We emphasize quality over quantity, so we provide you with Microsoft MB-230 Actual Exam questions to help you succeed without overwhelming you.

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q336-Q341):

NEW QUESTION # 336
You create an loT Central application to integrate with Dynamics 365 Customer Service Connected Customer Experience.
You need to configure the application.
Which features should you use' To answer, drag the appropriate features to the correct requirements. Each feature may be used once, more than once, or not at all. You may need to drag the split ha* between panes or scroll to view content.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION # 337
You are implementing Dynamics 365 for Customer Service.
You need to set up available working hours to help desk representatives who have varying schedules.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION # 338
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:

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 # 339
You need to configure security roles for Dynamics 365 Connected Customer Service by using the principle of least privilege.
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:
Box 1: IoT Administrator and IoT Endpoint User
Security roles for Connected Customer Service allow administrators to give appropriate access to Internet of Things (IoT) entities, including alerts, assets, devices, and commands, which are all included with Customer Service 9.0.20034.20XX +. These security roles should be added to existing Customer Service security roles.
Customer Service Representative who needs to work with device registration and device data pulls (IoT Hub operations).
CSR should be given the IoT Administrator and IoT Endpoint User security roles. General knowledge of Customer Service security roles. For more information, see the topic on setting up customer service users and security roles.
Box 2: Dynamics 365 system administrator only
A Customer Service administrator who needs to can set up IoT Configuration.
The CSR admin should be granted Dynamics 365 system administrator access.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-security-roles

NEW QUESTION # 340
You manage Dynamics 365 for Customer Service.
You need to create a list of holidays and ensure that existing service-level agreements (SLAs) observe those holidays.
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/create-customerservice-schedule-define-work-hours

NEW QUESTION # 341
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