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These formats hold high demand in the market and offer a great solution for quick and complete Microsoft MB-230 exam preparation. These formats are Microsoft MB-230 PDF dumps, web-based practice test software, and desktop practice test software. All these three Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) exam questions contain the real, valid, and updated Microsoft Exams that will provide you with everything that you need to learn, prepare and pass the challenging but career advancement MB-230 certification exam with good scores.
Microsoft MB-230 Certification is an expert-level certification that validates the skills and knowledge of a candidate to perform the role of a Dynamics 365 Customer Service Functional Consultant. Microsoft Dynamics 365 Customer Service Functional Consultant certification is designed for individuals who have experience in implementing and configuring Microsoft Dynamics 365 Customer Service solutions. The Microsoft MB-230 exam measures the candidate’s ability to design, implement, and manage Dynamics 365 Customer Service solutions.
A Dynamics 365 Customer Service Functional Consultant is responsible for implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction.
A Dynamics 365 Customer Service Functional Consultant implements and designs service management visualizations and reports provided by and in collaboration with the solution architect. The Functional Consultant collaborates with the customer engagement administrator to implement and upgrade Power Platform components, including knowledge management, customer feedback, and connected services.
A Dynamics 365 Customer Service Functional Consultant must have strong applied knowledge of customer service, including: understanding industry terminology, priorities, standards, methodologies, customer service operations, and best practices. The Functional Consultant with customer service expertise must have strong applied knowledge of meeting user needs through Dynamics 365 customer service, including in-depth understanding of cases, knowledge management, queues, entitlements, resource scheduling, Service Level Agreements (SLAs), visualizations, connected services, Customer Service Insights, Power Virtual Agents, and Omnichannel for Customer Service. The Functional Consultant's knowledge should include a comprehensive understanding of the customer service application's role in relationship to the Dynamics 365 suite of applications along with a basic understanding of the solution architecture and quality assurance.
Part of the requirements for: Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate
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Microsoft MB-230 Certification Exam is highly valued by employers as it demonstrates that the individual has the skills and knowledge required to perform customer service tasks using Microsoft Dynamics 365. Microsoft Dynamics 365 Customer Service Functional Consultant certification is ideal for professionals working in customer service departments, customer support teams, and helpdesk operations. Microsoft Dynamics 365 Customer Service Functional Consultant certification also opens up new career opportunities for individuals seeking to advance their careers in customer service management.
NEW QUESTION # 81
You are using Dynamics 365 Customer Service. You are viewing a knowledge base (KB) article from a case record. Knowledge management is set up to use an external portal.
You need to link the article to the case and share the article with the customer.
What is the solution for each requirement? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Text Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/find-knowledge-articles-within-record-dynamic
NEW QUESTION # 82
Your company uses Dynamics 365 Customer Service. You create the following support offerings. Customers must choose one of the three offerings.
* Email only
* Phone only
* Half phone and half email
You allocate 50 cases to each support offering.
You need to create the entitlement with terms that adhere to the support offerings.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
Answer: C,D
Explanation:
Explanation
Note: Quickly create other entitlements prefilled with the basic information like the start and end date, service level agreement (SLA), allocation type, and total term by using an entitlement template in Dynamics 365 Customer Service. For example, create a template for a standard entitlement, and then apply this template for every standard customer in your organization.
Template information include:
Total Term: Specify the total amount of support the customer is entitled to with respect to the allocation type.
For example, if the allocation type is number of cases and you specify 100 in Total term, then the customer is entitled to support up to 100 cases.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-custom
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entitlements-templates
NEW QUESTION # 83
A company has a Customer Service deployment.
The company plans to enable Al suggestions for article keywords and descriptions on a custom form. You add the Keywords and Description Suggestion control to the form. You need to add a control to the form. Which control should you use?
Answer: A
NEW QUESTION # 84
You are customizing a Dynamics 365 Customer Service implementation for a call center.
The call center wants to enable SMS as a channel for the customer service department.
You need to complete the SMS channel configuration.
Which account information should you use for each provider? To answer, drag the appropriate types of account information to the correct SMS channel provider. Each type of account information 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:
Explanation:
Graphical user interface, application Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel-twilio
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel
NEW QUESTION # 85
A company is evaluating Dynamics 365 Customer Service Insights.
The company decides to use the sample data environment to expedite the evaluation process.
You need to recommend a dashboard.
Which dashboard should you recommend? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/dashboard-kpi-summary
https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/dashboard-case-resolutions
NEW QUESTION # 86
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