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| Certification Vendor: | Microsoft |
|---|---|
| Exam Name: | Microsoft Dynamics 365 Customer Service Functional Consultant |
| Exam Number: | MB-230 |
| Exam Format: | Drag-and-drop, Yes/No, Multiple choice, Case study |
| Real Exam Qty: | 40-60 |
| Related Certifications: | Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate |
| Certificate Validity Period: | 1 year (renewal required) |
| Exam Price: | $165 USD |
| Passing Score: | 700 / 1000 |
| Exam Duration: | 100 minutes |
| Available Languages: | Arabic (Saudi Arabia), Italian, Indonesian (Indonesia), Spanish, Chinese (Simplified), English, Japanese, German, Korean, French, Portuguese (Brazil), Russian, Chinese (Traditional) |
| Sample Questions: | Microsoft MB-230 Sample Questions |
| Exam Way: | Online (proctored) or at a testing center |
| Pre Condition: | None |
| Official Syllabus URL: | https://learn.microsoft.com/en-us/credentials/certifications/exams/mb-230 |
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The MB-230 exam covers a range of topics, including service management processes, case management, knowledge management, integration with other Dynamics 365 applications, and service level agreements. MB-230 exam consists of multiple-choice questions and is designed to test the candidate's practical knowledge and skills in implementing and configuring customer service applications. Passing MB-230 Exam will demonstrate the candidate's ability to provide effective customer service solutions using Microsoft Dynamics 365 Customer Service applications.
NEW QUESTION # 270
You make a phone call regarding an existing case record.
You need to create a phone call activity that appears on the case record timeline.
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
NEW QUESTION # 271
You must keep track of knowledgebase (KB) articles and client conversations. When you start a conversation with a client, you must automate the following tasks:
- Open the client's record.
- Search the KB.
- Send the KB article in the chat.
You need to configure macros to automate the tasks.
Which three features should you configure? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Answer: C,D,E
NEW QUESTION # 272
You need to identify the productivity tools to use for the agents.
Which tools should you use? To answer move the appropriate tools to the correct requirements. You may use each tool once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
NEW QUESTION # 273
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:
Explanation
Graphical user interface, text, application, email Description automatically generated
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 # 274
You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review.
You approve some articles and revert some articles to draft status.
For each action, what should you do next? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
Explanation
NEW QUESTION # 275
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