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Microsoft MB-230 Certification Exam is intended for individuals who have experience working with Dynamics 365 Customer Service solutions and are responsible for configuring and customizing the application to meet specific business requirements. MB-230 exam covers various topics such as managing cases and the knowledge base, configuring queues, entitlements, and service-level agreements, implementing omnichannel solutions, and integrating Microsoft Dynamics 365 with other Microsoft applications. Passing the MB-230 exam demonstrates that the candidate has a thorough understanding of the Dynamics 365 Customer Service application and can effectively implement solutions to meet customer needs.
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Microsoft MB-230 is a certification exam that focuses on the skills required to work as a Dynamics 365 Customer Service Functional Consultant. MB-230 exam validates the candidate’s expertise in configuring, managing, and implementing Microsoft Dynamics 365 Customer Service solutions. Microsoft Dynamics 365 Customer Service Functional Consultant certification ensures that the candidate has the necessary knowledge and skills to meet the customer’s business requirements and provide a seamless customer service experience.
NEW QUESTION # 157
You need to configure OmniChannel to route correctly.
Which options should you use? 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/routing-work-distribution-oca
NEW QUESTION # 158
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer.
You need to create a customer service satisfaction survey and embed it on a website.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Answer: A,B
Explanation:
Section: Topic 4, Configure Voice of the Customer
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/distribute-survey
NEW QUESTION # 159
You are a customer service representative using Dynamics 365 Customer Service Hub.
You need to link the knowledge base records that relate to cases and send articles to customers.
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 them correct order.
Answer:
Explanation:
NEW QUESTION # 160
You work for a healthcare company that does not use Azure Active Directory You need to escalate conversations to a live agent without using custom code when a customer discusses personal health information.
Which technologies should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
NEW QUESTION # 161
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
You are creating agent scripts that have macros for quick steps for agents in a support center.
Agents need to be able to open a case from one of the steps in the agent scripts.
You need to select a type of connector to use to create the macro.
Solution: Configure the macro by using an Omnichannel connector.
Does the solution meet the goal?
Answer: B
NEW QUESTION # 162
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