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Passing the MB-230 exam is a great way for functional consultants to showcase their expertise in customer service and boost their career prospects. Microsoft Dynamics 365 Customer Service Functional Consultant certification is recognized by Microsoft and its partners, which can open up new opportunities for professionals looking to work with Dynamics 365.

Microsoft MB-230 certification exam is a part of the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. Candidates who Pass MB-230 Exam and the related MB-240 exam can earn this certification. The Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification validates the candidate's skills and knowledge in implementing and configuring customer service solutions using Microsoft Dynamics 365. It demonstrates the candidate's ability to design and implement effective customer service solutions that meet the business requirements and customer needs.

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Microsoft MB-230 Exam is designed for professionals who want to become Microsoft Dynamics 365 Customer Service Functional Consultants. MB-230 exam measures the candidate's knowledge and skills in implementing and configuring customer service solutions using Microsoft Dynamics 365. Passing the exam validates the candidate's expertise in customer service functionalities, such as managing cases, knowledge base, queues, entitlements, and service level agreements.

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q216-Q221):

NEW QUESTION # 216
You are implementing Omnichannel for Customer Service for a company.
The company has the following requirements:
You need to complete the implementation to meet the requirements.
Which configuration should you use for each requirement? To answer, select the appropriate options in the answer area.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/session-templates
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/application-tab-templates

NEW QUESTION # 217
You are a Dynamics 365 Customer Service system administrator for Contoso, Ltd.
You need to automatically create cases from emails sent to the support@contoso.com email address.
Solution: Create an automatic record creation and update rule. Set the Activity type to Email, and then select the queue. Configure conditions for record creation.
Does the solution meet the goal?

A. Yes
B. No

Answer: A

NEW QUESTION # 218
You must create a custom web portal to support customer service processes. The portal must allow customers to chat with customer service if the customer initiates a chat conversation.
You need to embed the chat widget into the web portal.
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
Step 1: Open Omnichannel Administration.
Embed chat widget in your Power Apps portal
To embed a chat widget in Power Apps portals:
1. In one of the administrator apps, open the chat widget you want to embed in Power Apps portals.
Step 2: One the Basic details tab, copy the widget snippet code.
2. On the Basic details tab, copy the widget snippet code from the Code snippet section.
Step 3: Open the Portal Management app.
3. Open the Portal Management app.
Step 4: In Content Snippet > Chat widge code in the web portal, paste the widget snippet code.
4. Go to Portal > Content Snippets.
5. Find the Chat Widget Code content snippet and open it.
6. On the General tab, scroll down to the Value (HTML) section.
7. Paste the chat widget snippet code in the HTML tab.
8. Save the changes. The chat widget is now embedded into the portal.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/embed-chat-widget-portal

NEW QUESTION # 219
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 # 220
You are a Dynamics 365 Customer Service administrator. Emails are automatically converted to cases.
Users report that emails are no longer being converted to cases.
What is the possible cause?

A. The Dynamics Flow process is not running.
B. The workflow process has been deactivated.
C. Your user ID does not have permission to run the process effectively.
D. The solution has not been published.

Answer: B

Explanation:
Explanation
When a case creation rule is activated, a corresponding workflow is created automatically. If you create or assign a rule, you must have permissions to perform the same action on workflows. The case creation rule is applied and a case is created in context to the permissions that the owner of the case creation rule has.
Note: A workflow can only be activated or deactivated by the workflow owner or by someone with the Act on Behalf of Another User privilege such as the system administrator.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-email

NEW QUESTION # 221
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