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Microsoft MB-230 Exam Syllabus Topics:

Section	Objectives
Manage service level agreements (SLAs) and entitlements	- SLAs configuration 1. Define SLA KPIs 2. Track SLA compliance - Entitlements 1. Create and manage entitlements
Analyze and improve customer service insights	- Reporting and dashboards 1. Use analytics in Customer Service
Configure Dynamics 365 Customer Service	- Configure customer service applications 1. Set up Dynamics 365 Customer Service app 2. Configure basic system settings - Manage cases and queues 1. Case lifecycle management 2. Queue configuration and routing
Implement omnichannel for customer service	- Omnichannel setup 1. Chat, voice, and messaging configuration 2. Routing and work distribution
Manage cases and knowledge	- Case management 1. Create and resolve cases 2. Automate case routing - Knowledge management 1. Search and knowledge usage 2. Knowledge articles creation and lifecycle

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q336-Q341):

NEW QUESTION # 336
Your company uses Dynamics 365 Customer Service.
The company wants to send a customer survey to each customer when a case is closed. The survey must include the following:
* An area with a list of questions that rate the answers as poor, average, or great.
* A question that rates whether the customer would recommend your company to others.
The company wants to exclude symbols from any of the question types.
You need to configure the question types.
Which question type should you use? To answer, drag the appropriate question type to the correct requirement. Each question 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:

NEW QUESTION # 337
You are customizing a Dynamics 365 Customer Service implementation for a call center.
The call center wants to enable SMS as a channel for the customer service department.
You need to complete the SMS channel configuration.
Which account information should you use for each provider? 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:

Explanation
Graphical user interface, application Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel-twilio
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel

NEW QUESTION # 338
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
You are configuring a business process flow for a case entity.
All cases must be flagged for review.
You need to complete configuration of the business process flow.
Solution: Set the input parameter type as Option set for the action.
Does the solution meet the goal?

A. No
B. Yes

Answer: A

Explanation:
Section: Topic 1, Perform Configuration

NEW QUESTION # 339
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
You are implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2.
You need to set up the queues to meet the following requirements:
Users must have their own queues that no one else can access.
Users must not be able to view each other's queue.
Users must be able to work from the support queue.
Solution:
Set up each user queue to be private.
Set up level1 and level2 queues to be public and add applicable members.
Set up the support queue to be private.
Does the solution meet the goal?

A. Yes
B. No

Answer: A

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases

NEW QUESTION # 340
You are a Dynamics 365 for Customer Service administrator.
Your company provides standard support contracts for 20 hours of email support. Phone is offered as a premium service in allotments of 10 incidents.
You need to set up an entitlement template for the standard support.
What should you configure?

A. Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to
Set the value of the Total terms field to
Add the Phone option. Set the value of the Total Terms field to
B. Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to Email. Set the value of the Total terms field to 20.
C. Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to Phone.
Set the value of the Total terms value to 20.
D. Set the value of the Total terms field for an entitlement to
Set the entitlement channel option to . Set the value of the Total terms field to 0.
Add the Phone option.
Set the value of the Total Terms field to

Answer: B

NEW QUESTION # 341
......

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