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Microsoft MB-230 Exam is ideal for those who are looking to enhance their careers in the field of Dynamics 365 Customer Service. MB-230 exam is suitable for consultants, developers, and administrators, who have a good understanding of Dynamics 365 Customer Service and its functionality. Microsoft Dynamics 365 Customer Service Functional Consultant certification validates the candidate's ability to configure and customize Dynamics 365 Customer Service to meet the business requirements of their clients.

Microsoft Dynamics 365 Customer Service Functional Consultant Certification Exam (MB-230) is a professional exam that is designed to test your knowledge and skills in implementing and configuring customer service solutions using Microsoft Dynamics 365. Microsoft Dynamics 365 Customer Service Functional Consultant certification exam is intended for functional consultants who work with customers to understand their business requirements and implement customer service solutions that meet their needs. Microsoft Dynamics 365 is a cloud-based customer relationship management (CRM) platform that provides businesses with a range of tools and features to manage their customer interactions.

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Skills Measured in MB-230 Exam

The Microsoft Dynamics 365 Customer Service certification exam tests oneโ€™s knowledge of customer service. Thus, the candidates should have in-depth knowledge of the industry terminology, standards, customer service operations. They should have solid skills to meet user needs by working with Dynamics 365 customer service. To add more, they should a deep comprehension of knowledge management, SLAs, Power Virtual Agents, Customer Service Insights, as well as Omnichannel for Customer Service.

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q253-Q258):

NEW QUESTION # 253
A company uses Dynamics 365 Customer Service.
You need to implement queues to meet company requirements.
Which types of queues should you use? To answer, drag the appropriate queue types to the correct requirements. Each queue 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-service/set-up-queues-manage-activities-cases


NEW QUESTION # 254
A company implements Customer Service
You enable Customer Service historical analytics.
You need to identify which feature is enabled automatically when Customer Service historical analytics is enabled.
Which feature should you identify?

Answer: B


NEW QUESTION # 255
You use multiple workspaces within Dynamics 365 Customer Service insights.
You need to switch workspaces.
What should you do?

Answer: A

Explanation:
As an owner of a workspace, you launch sharing of a workspace by going to the My workspaces panel, hovering your mouse over the workspace name, and then selecting the share icon to open a dialog. From there, you add any users from your company's Azure Active Directory. Any viewers will receive an email notifying them with a link to the workspace.
Reference:
https://cloudblogs.microsoft.com/dynamics365/it/2019/06/13/new-in-dynamics-365-customer-service-insights-sh


NEW QUESTION # 256
You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review.
You approve some articles and revert some articles to draft status.
For each action, what should you do next? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:


NEW QUESTION # 257
You are working as a functional consultant for Dynamics 365 Customer Service. No changes have been made to security roles.
You need to ensure that customer service representatives can process cases that have service-level agreements (SLAs) and entitlements. You must grant only the minimum privileges required.
How should you configure security? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements


NEW QUESTION # 258
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