100% Pass MB-230 - Microsoft Dynamics 365 Customer Service Functional Consultant Fantastic Exam Introduction

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Omnichannel For Customer Service Implementation: 30-45%

Channels Management: This subdomain equips the examinees with the skills needed to configure channels, pre-chat surveys, Secure Message Service, and proactive chat. It also requires their experience in explaining the use cases for Channel Integration Frameworks and enabling chat widgets on the websites.
Power Virtual Agents Implementation: The individuals should learn how to explain the concepts and components of Virtual Agents. They also need the skills in integrating Power Virtual Agents and Dynamics 365 Customer Service. Additionally, they should be able to escalate a conversation to a live agent.
Agent Experience Configuration: This topic measures your skills in creating macros, defining agent scripts, configuring notifications, Quick Responses, as well as sessions & applications.
Supervisor Experience Configuration: The learners need to demonstrate their skills in enabling sentiment analysis, customizing KPI or intra-day insight, as well as configuring intra-day insights and Omnichannel Insights dashboard.
Omnichannel for Customer Service Deployment: This subtopic will evaluate the skills of the applicants in managing queues and defining user settings. It will also measure competence in configuring skill-based routing, configuring application settings, and provisioning Omnichannel for Customer Service.

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MB-230: Microsoft Dynamics 365 Customer Service Exam Certified Professional salary

The average salary of a MB-230: Microsoft Dynamics 365 Customer Service Exam Certified Expert in

United State - 90,247 USD
Europe - 80,347 EURO
England - 70,632 POUND
India - 15,00,327 INR

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q193-Q198):

NEW QUESTION # 193
You are a Dynamics 365 for Customer Service administrator.
Your company provides standard support contracts for a total of 20 hours of email support. All 20 hours are for email support only. Phone support 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 up an entitlement record for each account.
Set the value of the Total Terms field for the entitlement to 20.
Do not configure an entitlement channel.
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 0.
Add the Phone option.
Set the value of the Total Terms field to 10.
C. 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 10. Add the Phone option. Set the value of the Total Terms field to 10.
D. Set the value of the Total Terms field for an entitlement to 20. Set the value of the entitlement channel option to Email.

Answer: B

NEW QUESTION # 194
Hotspot Question
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:
https://docs.microsoft.com/en-us/dynamics365/customer-service/resources-service-scheduling
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-edit-service-csh

NEW QUESTION # 195
You are an Omnichannel administrator for a company. The company is implementing a chat channel.
You need to route all chats relating to work orders to the field service queue.
In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order, NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.

Answer:

Explanation:

1 - Enable the work order entity for queues....
2 - Create a queue named field service.
3 - Create a new entity routing channel record...
4 - Add a new rule routing set for work orders.
5 - Create a Rule Item and specify the rule criteria...

NEW QUESTION # 196
Hotspot Question
A credit card company uses Dynamics 365 Customer Service. Agents receive conversations through Omnichannel for Customer Service.
A browser-based internal application provides a history of a customer's payments and credit scores. You create an application tab template for the internal application.
If a customer requests a credit limit increase, the agent must use the internal application within Omnichannel for Customer Service to determine eligibility.
Because the internal application requires maximum screen space, communications with customers must remain hidden. The internal application must be displayed on the anchor tab.
Once an eligibility check is performed, the agent must be able to chat with the customer again.
You need to create a session template for the company.
How should you configure each area of the template? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION # 197
You need to set the schedule to meet requirements for appointments.
How should you configure the settings? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:
Box 1: 30 minutes
Nurses and doctors must be booked for 30-minute time slots.
Box 2: 8: A.M.
The company is open from 8 AM to midnight Monday through Friday to provide services. Patients can make appointments by calling or using the internet. All appointments are conducted by phone or by using a computer.
Box 3: 12.00 A.M.
Box 4: 3
Patients must be offered at least three alternative times to schedule an appointment.

NEW QUESTION # 198
......

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