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| Certification Vendor: | Microsoft |
|---|---|
| Exam Name: | Microsoft Dynamics 365 Customer Service Functional Consultant |
| Exam Number: | MB-230 |
| Passing Score: | 700 |
| Certificate Validity Period: | 1 year |
| Exam Format: | Case studies, Multiple choice, Fill in the blank, Drag and drop, Multiple select |
| Exam Price: | $165 USD |
| Related Certifications: | Microsoft Certified: Dynamics 365 Customer Engagement Functional Consultant Associate |
| Exam Duration: | 120 minutes |
| Real Exam Qty: | 40-60 |
| Available Languages: | Japanese, German, Portuguese (Brazil), French, Italian, English, Chinese (Simplified), Spanish |
| Recommended Training: | MB-230 Study Guide Microsoft Learn Learning Paths |
| Exam Registration: | Pearson VUE Scheduling Microsoft Learn Exam Registration |
| Sample Questions: | Microsoft MB-230 Sample Questions |
| Exam Way: | Online proctored or onsite at Pearson VUE test centers |
| Pre Condition: | No mandatory prerequisites; recommended to have 6+ months of experience implementing Dynamics 365 Customer Service solutions |
| Official Syllabus URL: | https://learn.microsoft.com/en-us/credentials/certifications/exams/mb-230/ |
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Microsoft Dynamics 365 Customer Service Functional Consultant Certification Exam (MB-230) is a valuable certification for professionals in the customer service industry. Microsoft Dynamics 365 Customer Service Functional Consultant certification validates the skills and expertise of candidates in delivering quality customer service, managing cases, and analyzing data. Microsoft Dynamics 365 Customer Service Functional Consultant certification is recognized globally and can enhance the career prospects of professionals in the customer service industry.
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 # 51
You need to configure OmniChannel to route correctly.
Which options 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: Two
You must create two types of Omnichannel queues: regular and escalated.
Box 2: Add a routing rule for a push on owner assignment in Omnichannel Tickets assigned to a representative must be automatically placed in that representative's queue.
A customer initiates a conversation from the portal, and the conversation reaches the Omnichannel system.
Now, based on the routing rules condition defined in the routing system, it starts routing the conversation to the appropriate queues.
When the conversation reaches to the queues, the work assignment system assigns the conversation based on triggers.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/routing-work-distribution-oca
NEW QUESTION # 52
A company is evaluating Dynamics 365 Customer Service Insights.
The company decides to use the sample data environment to expedite the evaluation process.
You need to recommend a dashboard.
Which dashboard should you recommend? 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/ai/customer-service-insights/dashboard-kpi-summary
https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/dashboard-case-resolutions
NEW QUESTION # 53
You are an Omnichannel supervisor for a company.
The company wants to deploy an Omnichannel Insights dashboard.
You need to set up and monitor KPIs.
In which section is each KPI located? To answer, drag the appropriate sections to the correct KPIs. Each section may be used once, more than once, of 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:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-insights-dashboard
NEW QUESTION # 54
You need to configure OmniChannel to route correctly.
Which options should you use? 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/routing-work-distribution-oca
NEW QUESTION # 55
You are implementing Dynamics 365 for Customer Service.
You need to set up available working hours to help desk representatives who have varying schedules.
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:
NEW QUESTION # 56
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