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Microsoft MB-230 Exam is a comprehensive test that covers various aspects of Dynamics 365 Customer Service. MB-230 exam consists of multiple-choice questions and simulations, which require candidates to demonstrate their proficiency in configuring and customizing Dynamics 365 Customer Service, managing cases, and integrating various applications with Dynamics 365 Customer Service. MB-230 exam also tests the candidate's knowledge of industry best practices, customer service strategies, and customer engagement techniques. Successful completion of the exam leads to the award of the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification, which is widely recognized in the industry and can enhance the career prospects of professionals seeking to work in this field.

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SLA, Entitlements, and Queues Management: 15-20%

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q284-Q289):

NEW QUESTION # 284
You are a Dynamics 365 for Customer Service administrator. You enable full-text, relevance, and category search.
You need to use the knowledge base search control to locate knowledge base articles that contain each of the following words anywhere in an article, regardless of which product an article refers to:
* Elevator
* Motor
* Sizing
How should you configure the search? 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/basics/relevance-search-results


NEW QUESTION # 285
A company wants to use Power Virtual Agents chatbots to enable customers to solve their own issues whenever possible. You create knowledge base articles.
You must ensure that the new articles are available through the chatbot.
You need to define the steps to integrate knowledge management with the chatbot.
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:

1 - Publish knowledge articles to a portal created in Power Apps
2 - Create a topic for the Power Virtual Agents bot, and add an action
3 - Use a Power Automate template to add the solution to the chatbot
4 - Test the Power Automate cloud flow
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/integrate-km-with-pva


NEW QUESTION # 286
You need to add SLA timers to the Case form.
Which two options should you configure? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

Answer: B,D

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/add-timer-control-case-form-track-time-against


NEW QUESTION # 287
You need to select which setting needs to be configured for each setup.
Which settings should you select? 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/create-workstreams
https://docs.microsoft.com/en-us/dynamics365/customer-service/enable-skill-routing-create-rating-model


NEW QUESTION # 288
A user named User1 creates a knowledge base article. No other action has been taken.
User! must modify the article.
You need to direct User1 to the view where the article is displayed.
To which view should you direct User1?

Answer: A


NEW QUESTION # 289
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