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Microsoft MB-230 exam is designed for professionals who are seeking to become certified as a Microsoft Dynamics 365 Customer Service Functional Consultant. Microsoft Dynamics 365 Customer Service Functional Consultant certification validates the skills and knowledge required to implement and configure Microsoft Dynamics 365 for Customer Service solutions. It is a great opportunity for individuals who want to showcase their proficiency in customer service solutions and enhance their career prospects.
Microsoft MB-230 certification exam is ideal for professionals working in roles such as customer service managers, functional consultants, and system administrators. Microsoft Dynamics 365 Customer Service Functional Consultant certification validates their ability to implement Dynamics 365 customer service solutions that can help businesses improve customer engagement and satisfaction. MB-230 Exam consists of a variety of questions, including multiple-choice, scenario-based, and drag-and-drop questions. Candidates need to score a minimum of 700 out of 1000 points to pass the exam and earn the certification. Overall, the Microsoft MB-230 certification is an excellent way for professionals to enhance their career prospects in the field of Dynamics 365 customer service functional consultancy.
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To become a Microsoft Dynamics 365 Customer Service Functional Consultant, individuals need to pass the Microsoft MB-230 certification exam. Microsoft Dynamics 365 Customer Service Functional Consultant certification exam is conducted by Microsoft and is available globally. MB-230 Exam consists of multiple-choice questions and is timed. Individuals who pass the exam are awarded the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification.
NEW QUESTION # 77
You are implementing Omnichannel for Customer Service for a call center.
The call center's requirements for the implementation are as follows:
When a new chat conversation is started, the Customer Summary and New Case form tabs must be open.
The Customer Summary tab must be the primary tab during the conversation.
Agents must be able to close the New Case form tab.
Agents must not be able to close the Customer Summary tab.
You need to configure the tabs.
Which configuration should you use for each tab? 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:
NEW QUESTION # 78
You plan to deploy Unified Service Desk (USD).
You need to install all USD components and verify the installation.
Which three actions should you perform? Each correct answer presents part of the solution.
Answer: A,C,E
NEW QUESTION # 79
Case Study 3 - The Phone Company
Overview
The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service level agreements (SLAs) in place. Most clients have agreements that last one year and have 30 cases available. Half the cases may be opened by phone. The other half may be opened by email.
The company has an existing on-premises software system. The current system no longer meets the company's needs.
The support desk is open 8:00 am to 8:00 pm Eastern Standard Time.
Requirements
Support desk
The company plans to implement Dynamics 365. The solution will include a custom entity that needs to be search enabled.
You must configure the system to ensure that you can determine how many support tickets and new orders tickets are received. You must be able to determine which device types have the most tickets opened for issues. Business hours in the system must reflect the hours support staff is scheduled.
Case handling
New cases must automatically route to the correct support group by phone type or new
purchase group without requiring custom code.
The system must automatically create a case when email is received by companies that are not
in the system.
The system must automatically send a response to an email sender upon case creation for new
orders, but not for service records.
Users must be able to initiate routing for manually created cases.
The system must create sub-cases from one customer with different cases and also if the same
issue is reported by several customers. Subcases must inherit the following fields: customer name, contact email address and case title.
Main cases must not be closed until all the sub-cases are closed.
Separate groups must be created for each type of service and each phone type. Access to the
groups must be restricted to team members that support that service or phone type.
When importing from the old system, old cases do not need to be routed to the correct support
group.
Knowledge base
Users must be able to search the knowledge base when opening a new case form or when
checking on cases.
Users must be able to use relevant searches and include any customer entities.
Dashboards
Managers must be able to see a real-time list of open cases, open activities, and expiring
entitlements all on one page.
Managers must also be able to see all open cases, escalated cases and cases by
representatives on one screen. Managers must be able to drill down within each area.
Managers need a dashboard that displays weekly statistics for cases and representatives.
Each representative needs to see their own tickets that are opened for the day, week, and
month as well as their closed tickets.
Service-level agreements
Most customers must be contacted within 90 minutes of their case being opened.
Some customers can purchase faster service on call backs.
Emails must be sent to support managers when service-level agreements (SLAs) are missed.
Support representatives must be able to see a timer on each case form to ensure they are
adhering to their SLAs.
SLA KPIs must be tracked in the system.
SLA KPIs must appear on the case form.
Cases must be able to be placed on hold if issues arise with related contracts.
Issues
Users report they are not able to search the Knowledge Base.
You need to implement service-level agreements.
Which type of agreements should you implement?
Answer: C
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements
NEW QUESTION # 80
A client wants to use the knowledge base in Dynamics 365 Customer Service.
You need to identify the state of a knowledge base article when an event occurs.
What are the states of the articles? 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/customer-service-hub-user-guide-knowledge-article
NEW QUESTION # 81
You manage Dynamics 365 for Customer Service.
You need to create a list of holidays and ensure that existing service-level agreements (SLAs) observe those holidays.
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
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/create-customerservice-s
NEW QUESTION # 82
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