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Microsoft MB-230 Certification is a valuable credential for individuals who want to advance their career in the field of customer service. It demonstrates to potential employers that the individual has the knowledge and skills necessary to implement and configure Dynamics 365 Customer Service applications to meet specific business needs. Additionally, it provides individuals with the opportunity to gain recognition in the industry as a certified expert in the area of Dynamics 365 Customer Service.
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Candidates must know the exam topics before they start of preparation.because it will really help them in hitting the core.Our Microsoft MB-230 exam dumps will include the following topics:
1. Perform configuration (25-30%)
Configure Service Management settings
Configure processes
Create and configure customer service visualizations
2. Manage cases and the knowledge base (30-35%)
Create and manage cases
Create and manage the knowledge base
3. Manage queues, entitlements, and SLAs (25-30%)
Create and manage queues
Create and manage entitlements
Create and manage SLAs
4. Configure voice of the customer (15-20%)
Create surveys
Preview, test, and publish surveys
Manage survey responses
Microsoft MB-230 Certification Exam covers a range of topics that are essential for individuals seeking to become Dynamics 365 Customer Service Functional Consultants. These topics include customer service concepts, case management, service level agreements, queue management, knowledge management, and analytics. MB-230 exam also covers how to configure and customize Dynamics 365 Customer Service applications, including configuring security, creating and managing forms, views, and charts, and configuring workflows and business rules.
NEW QUESTION # 354
You are describing Power Virtual Agents to executives at a company.
The executives want to know which features are available out of the box.
You need to describe these features.
Which three features are available? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
Answer: A,B,C
Explanation:
Explanation
A: Smart assist is an intelligent assistant that provides real-time recommendations to agents, helping them take actions while interacting with customers. It allows organizations to build a custom bot and plug-in to their environment. These custom bots interpret conversations in real time and provide relevant recommendations such as knowledge articles, similar cases, and next-best steps to the agent's user interface.
C: With Power Virtual Agents, you can hand off conversations to live agents seamlessly and contextually.
When you hand off a conversation, you share the full history of the conversation (the context) as well as all user-defined variables. Having access to this context means live agents that are using any connected engagement hub can be notified that a conversation requires a live agent, see the context of the prior conversation, and resume the conversation.
Reference:
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/smart-assist
https://docs.microsoft.com/en-us/power-virtual-agents/advanced-hand-off
NEW QUESTION # 355
A company uses Dynamics 365 Customer Service.
You are configuring the advanced similarity rules. You create a similarity rule on cases and put an exact match for the Modified On field in the Match Fields tab.
You test the rule and discover that exact matches do not appear.
You need to determine why the rule is not working.
What are two possible reasons why the rule is not working? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
Answer: A,D
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/suggest-similar-cases-for-a- case
NEW QUESTION # 356
You need to enable relevance search for the custom entity.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Answer: D
Explanation:
Reference:
https://carldesouza.com/how-to-use-relevance-search-in-dynamics-365/
NEW QUESTION # 357
You are configuring Dynamics 365 Customer Service.
Child cases must inherit the customer name and contact from the parent case when opened.
You need to configure the case inheritance.
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:
1 - Enter Service management.
2 - Select Parent and child case settings.
3 - Select the field to be inherited.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases
NEW QUESTION # 358
A company uses Dynamics 365 for Customer Service.
You need to document the case resolution process.
How are each of the casesresolved? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hubuse
NEW QUESTION # 359
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