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| Certification Vendor: | Microsoft |
|---|---|
| Exam Name: | Microsoft Dynamics 365 Customer Service Functional Consultant |
| Exam Number: | MB-230 |
| Exam Format: | Case study, Yes/No, Multiple choice, Drag-and-drop |
| Certificate Validity Period: | 1 year (renewal required) |
| Exam Price: | $165 USD |
| Exam Duration: | 100 minutes |
| Passing Score: | 700 / 1000 |
| Available Languages: | Spanish, Japanese, Russian, Chinese (Traditional), French, Indonesian (Indonesia), Korean, Portuguese (Brazil), German, English, Chinese (Simplified), Italian, Arabic (Saudi Arabia) |
| Real Exam Qty: | 40-60 |
| Related Certifications: | Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate |
| Sample Questions: | Microsoft MB-230 Sample Questions |
| Exam Way: | Online (proctored) or at a testing center |
| Pre Condition: | None |
| Official Syllabus URL: | https://learn.microsoft.com/en-us/credentials/certifications/exams/mb-230 |
This is a Microsoft MB-230 practice exam software for Windows computers. This MB-230 practice test will be similar to the actual Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) exam. If user wish to test the Microsoft MB-230 study material before joining DumpStillValid, they may do so with a free sample trial. This MB-230 Exam simulation software can be readily installed on Windows-based computers and laptops. Since it is desktop-based Microsoft MB-230 practice exam software, it is not necessary to connect to the internet to use it.
The MB-230 Exam consists of 40-60 multiple choice questions, and has a time limit of 150 minutes. MB-230 exam is available in several languages, including English, French, German, Japanese, and Spanish. To pass the exam, individuals must achieve a score of at least 700 out of 1000 points. Microsoft recommends that individuals prepare for the exam by taking relevant training courses, reviewing study materials, and gaining hands-on experience with the Dynamics 365 platform.
NEW QUESTION # 349
You need to configure the queues.
Which configurations should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Box 1: Record Creation and Update rule
Reduce the need for manually creating cases from incoming emails and increase the efficiency of customer service agents by creating automatic case creation rules in Dynamics 365 Customer Service.
Box 2: Routing Rule
Unified routing is an intelligent, scalable, and enterprise-grade routing and assignment capability that can direct the incoming work item to the best-suited queue and agent by adhering to work item requirements and matching them with the agent's capabilities.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-email
https://docs.microsoft.com/en-us/dynamics365/customer-service/overview-unified-routing
NEW QUESTION # 350
You need to choose the appropriate actions when using the knowledge base.
Which actions should you choose? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 351
You are implementing Omnichannel for Customer Service for a hospital.
Each customer service agent has a chat capacity of 200.
The implementation requirements are as follows:
Each agent can take no more than two chats at a time.
A new conversation must auto assign to an available agent.
You need to select the conversation options to meet the requirements.
Which options should you configure?
Answer:
Explanation:
Explanation:
Graphical user interface, table Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/unified-routing-work-distribution
NEW QUESTION # 352
You need to decide which action is applicable in the SLA.
What should you do? 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 Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements
NEW QUESTION # 353
You are using Dynamics 365 Customer Service to create and activate entitlements.
Customer service representatives state that the entitlement status is set to Waiting, and they cannot use the entitlement. You must ensure customer service representatives can use the entitlement.
You need to identify the entitlement issue.
What is the cause of the issue?
Answer: A
Explanation:
If the start and end date of the entitlement fall in the future, the status of the entitlement is set to Waiting. On the start date, the status automatically changes to Active. If the end date is in the past, the entitlement is set to Expired.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer
NEW QUESTION # 354
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