Microsoft MB-230 Test Score Report - Realistic Microsoft Dynamics 365 Customer Service Functional Consultant New Test Camp 100% Pass Quiz

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Microsoft MB-230 Exam Syllabus Topics:

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

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                              MB-230 Web-Based Practice Exam Questions

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                              Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q86-Q91):

                              NEW QUESTION # 86
                              You need to select the feature for each parameter.
                              Which feature should you use for each parameter? 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 Description automatically generated

                              Reference:
                              https://docs.microsoft.com/en-us/dynamics365/customer-service/create-operating-hours


                              NEW QUESTION # 87
                              You are the Dynamics 365 administrator for a help desk. You merge CaseB into CaseA. You need to examine each case and determine what occurred.
                              What is the result of the merge? To answer, select the appropriate action in the dialog box in the answer area.
                              NOTE: Each correct selection is worth one point.

                              Answer:

                              Explanation:

                              Explanation:


                              NEW QUESTION # 88
                              You are a customer service schedule administrator.
                              A customer has a custom entity that requires its own schedule board.
                              You need to create the schedule board. You configure the custom entity in the Resource Scheduling parameters.
                              What should you do next?

                              Answer: D

                              Explanation:
                              Before scheduling a lead, a related resource requirement must be created.
                              Add a requirement view to the schedule board.
                              After creating a requirement for the lead, it will appear in the Open Requirements view in the lower pane of the schedule board that shows all open requirements related to any schedulable entity. This is a default view for resource scheduling.
                              However, the views in the lower pane of the schedule board are simply system views and can be edited and added to. It's common to add custom resource requirements views for work orders (or leads in our example). You can create a schedule board view that shows only leads to be scheduled.
                              Reference:
                              https://docs.microsoft.com/en-us/dynamics365/field-service/schedule-new-entity


                              NEW QUESTION # 89
                              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:

                              1 - Open an existing case record
                              2 - Type the search terms relating to the case issue in the KB Records tab
                              3 - Locate the knowledge-base article. Select Link, and then select Email


                              NEW QUESTION # 90
                              You need to build a personal dashboard that displays the following charts and views:
                              Charts:
                              Number of cases by owner and priority
                              Products with most cases opened
                              Views:
                              Display the number of cases opened in a seven-day period
                              Display the number of escalated cases
                              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
                              A picture containing application Description automatically generated

                              Reference:
                              https://docs.microsoft.com/en-us/powerapps/user/track-your-progress-with-dashboard-and-charts


                              NEW QUESTION # 91
                              ......

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