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Languages: English
Retirement date: none
This exam measures your ability to accomplish the following technical tasks: manage cases and Knowledge Management; manage queues, entitlements, and service-level agreements; implement scheduling; implement Omnichannel for Customer Service; and manage analytics.
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Microsoft MB-230 Exam covers a broad range of topics, including configuring customer service settings, creating cases and knowledge articles, managing entitlements and service level agreements, and creating reports and dashboards. MB-230 exam is intended for individuals who have a solid understanding of customer service processes and Microsoft Dynamics 365 functionality. Candidates who pass the exam can help organizations improve their customer service processes and provide exceptional customer experiences.
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 # 69
You need to ensure users can search the knowledge base from a case record.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Answer: D,E
NEW QUESTION # 70
Drag and Drop Question
You are a Dynamics 365 for Customer Service administrator. Your company provides support between 9 a.m. and 5 p.m.
You must add a warning to account records when service representatives do not contact an account within eight business hours of the account being verified.
You need to enable service-level agreements (SLAs) for accounts.
In which order should you perform the actions? To answer, move all actions from the list to the answer area and arrange them in the correct order.
Answer:
Explanation:
NEW QUESTION # 71
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:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases
NEW QUESTION # 72
You are a customer service manager for a company using Dynamics 365 for Customer Service.
You need to set up queues to manage support. You assign a team to each queue.
What type of queue should you configure?
Answer: C
Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queuesmanage-ac
NEW QUESTION # 73
You need to select which setting needs to be configured for each setup.
Which settings should you select? 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, email Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams
https://docs.microsoft.com/en-us/dynamics365/customer-service/enable-skill-routing-create-rating-model
NEW QUESTION # 74
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