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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.
The TroytecDumps MB-230 exam questions are real, valid, and updated MB-230 exam questions that assist you in exam preparation and finally, you will be ready to pass the challenging MB-230 exam with good scores. The TroytecDumps MB-230 exam questions are designed and verified by experienced and certified Microsoft MB-230 Exam trainers. They check and verified the answers of all MB-230 exam questions thoroughly and ensure the top standard of MB-230 exam questions.
To prepare for the MB-230 Exam, candidates should have a solid understanding of how to effectively manage customer service operations and interactions, as well as the ability to design and implement solutions that improve customer satisfaction and loyalty. MB-230 exam consists of multiple-choice questions that cover a range of topics, including customer service management, service level agreements, case management, entitlements, knowledge management, and analytics. Candidates must achieve a passing score of at least 700 out of 1000 to earn the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. Microsoft Dynamics 365 Customer Service Functional Consultant certification validates the candidate’s expertise in delivering customer service solutions using Dynamics 365 and demonstrates their commitment to staying up-to-date with the latest technologies and best practices in the field.
NEW QUESTION # 342
You are a Dynamics 365 for Customer Service administrator.
Your company requires a new phone-to-case business process flow for customer service representatives to follow.
The stages are as follows:
Verification
Acknowledgement and research
Resolution
Customer service representatives must send an email to the customer when a case enters the acknowledgement-and-research stage.
You need to create the required business process flow and components.
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
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/create-business-process-flow
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/workflow-processes
NEW QUESTION # 343
A fitness company has several locations.
The company implements Dynamics 365 Customer Service and uses it to schedule personal trainer sessions with customers.
Customers report the following issues:
Customers are assigned personal trainers who do not reside at the customer's location.
Customers are assigned personal trainers during the trainers' non-working hours.
You need to resolve the issues.
Which two settings should you configure? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
Answer: C,D
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/resources-service-scheduling
NEW QUESTION # 344
You need to set up the system for cases going to supervisors.
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 - In Service Management, create a Routing Rule set.
2 - Enter Name, Select Save, and select the plus sign to add a rule item
3 - Add conditions
4 - Save and activate.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-cases
NEW QUESTION # 345
You are an Omnichannel supervisor for an inbound call center.
The call center's customer service rating has decreased over the past few months.
You need to enable analysis to view real-time customer sentiment.
In which configuration area should you enable each requirement? 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, chat or text message Description automatically generated
NEW QUESTION # 346
You are a Dynamics 365 for Customer Service system administrator.
You need to create service-level agreements (SLAs) to meet company requirements.
What SLA types should you use? To answer, drag the appropriate SLA types to the correct requirements. Each SLA type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-levelagreements
NEW QUESTION # 347
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