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Latest Microsoft MB-230 Dumps are here to help you to pass your Microsoft Certification exam with ActualVCE' valid, real, and updated MB-230 Exam Questions with passing guarantee. The Microsoft MB-230 certification is a valuable certificate that is designed to advance the professional career. With the Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) certification exam seasonal professionals and beginners get an opportunity to demonstrate their expertise. The Microsoft Dynamics 365 Customer Service Functional Consultant exam recognizes successful candidates in the market and provides solid proof of their expertise.

Microsoft MB-230 Exam Syllabus Topics:

Section	Weight	Objectives
Implement Connected Customer Service	2-6%	- Set up IoT and field service integration
Implement routing and work distribution	2-6%	- Configure unified routing 1. Define routing rules and decision trees 2. Set up workstreams and queues
Manage entitlements and service level agreements (SLAs)	15-19%	- Implement SLAs 1. Manage SLA calculations and pauses 2. Configure SLA actions and warnings 3. Define SLA KPIs and timelines - Configure entitlements 1. Define entitlement terms and restrictions 2. Associate entitlements with customers and cases
Manage analytics, visualizations, and insights	5-9%	- Create and manage dashboards and reports 1. Use out-of-box Customer Service reports 2. Build custom dashboards and visualizations - Implement Customer Voice surveys and feedback
Manage cases and knowledge management	51-55%	- Implement knowledge management 1. Create and manage knowledge articles 2. Configure knowledge search and recommendations 3. Integrate knowledge with cases and portals - Configure Dynamics 365 Copilot for Service - Create and manage cases 1. Implement case routing and queues 2. Configure case types and statuses 3. Manage case hierarchies and relationships
Implement Customer Service multi-session experience	5-9%	- Configure Customer Service workspace 1. Integrate channels and productivity tools 2. Set up app profiles and session templates
Implement scheduling	10-14%	- Configure service scheduling 1. Define service activities and requirements 2. Implement scheduling rules and availability 3. Set up resources and resource groups
Implement Microsoft Power Platform integration	2-6%	- Integrate Power Apps and Power Automate 1. Create custom forms and workflows 2. Connect Customer Service with other apps

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

NEW QUESTION # 253
You need to ensure that customers cannot open more cases than they are allowed.
Which four 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:
Text, table Description automatically generated with medium confidence

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-custom

NEW QUESTION # 254
A customer service manager needs a new business process flow to manage support for a product rollout for bicycles. There are two bicycle models: standard and high performance.
Support representatives must be able to:
Specify the model of the bicycle.
Capture comments from customer support issues if the bicycle is the high-performance model.
You need to create the business process flow.
What should you configure for each requirement? To answer, select the appropriate options in the answer area.

Answer:

Explanation:

Explanation
Box 1: Categories only
Box 2: Categories and Subjects
Note:
* Using the Categories entity, you can create hierarchical categorical data to help group records. Categorizing entity records in Dynamics 365 Customer Service helps you tag the records so that you can easily search them.
Use the entity to create and manage a logical structure of categories in Dynamics 365 Customer Service, and then associate entity records to one or more categories.
Categories are useful for reporting, sorting, segmenting, and categorization of records.
* The customer engagement apps (Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, Dynamics 365 Marketing, and Dynamics 365 Project Service Automation), include a subject organizational structure that lets you mark and categorize service cases, knowledge base articles, products, and sales literature. By using the subject hierarchy, you can classify service cases to quickly provide service to your customer. You can also provide the appropriate sales literature. You'll also be able to better understand gaps in your sales literature, evaluate service quality by subject area, and improve reporting on the performance of your products.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-manage-categories
https://docs.microsoft.com/en-us/power-platform/admin/define-subjects-categorize-cases-products-articles

NEW QUESTION # 255
You configure an organization to use entitlements. No customization has been applied.
You need to associate an entitlement with a case record.
Which option is displayed in the entitlement lookup field on the case record?

A. only active entitlements associated with the case contact
B. all active entitlements associated with the customer and contact
C. only active entitlements associated with the case customer
D. all entitlements associated with the customer and contact

Answer: C

Explanation:

https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define- support-terms-customer

NEW QUESTION # 256
A company installs and services air filtering units for industrial manufacturing plants. The company is implementing Dynamics 365 Customer Service.
Each regional location has only two advanced diagnostic units. The company charges customers a higher rate when the company uses a unit.
You need to configure the system to optimize work scheduling.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:

NEW QUESTION # 257
You are a Dynamics 365 for Customer Service administrator.
You need to categorize activities and cases by using queues.
How should you categorize each record? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION # 258
......

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