100% Pass MB-230 - High Pass-Rate Microsoft Dynamics 365 Customer Service Functional Consultant New Questions

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Microsoft MB-230 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Implement Connected Customer Service	2-6%	- Set up IoT and field service integration
Topic 2: Manage analytics, visualizations, and insights	5-9%	- Implement Customer Voice surveys and feedback - Create and manage dashboards and reports 1. Build custom dashboards and visualizations 2. Use out-of-box Customer Service reports
Topic 3: 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
Topic 4: Manage cases and knowledge management	51-55%	- Configure Dynamics 365 Copilot for Service - Create and manage cases 1. Manage case hierarchies and relationships 2. Configure case types and statuses 3. Implement case routing and queues - Implement knowledge management 1. Integrate knowledge with cases and portals 2. Configure knowledge search and recommendations 3. Create and manage knowledge articles
Topic 5: Manage entitlements and service level agreements (SLAs)	15-19%	- Implement SLAs 1. Configure SLA actions and warnings 2. Define SLA KPIs and timelines 3. Manage SLA calculations and pauses - Configure entitlements 1. Define entitlement terms and restrictions 2. Associate entitlements with customers and cases
Topic 6: 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
Topic 7: Implement routing and work distribution	2-6%	- Configure unified routing 1. Set up workstreams and queues 2. Define routing rules and decision trees
Topic 8: 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

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q33-Q38):

NEW QUESTION # 33
You are a help desk support representative using Dynamics 365 Customer Service Hub case management with limited permissions.
You need to create a personal chart that meets the following requirements:
* Show the number of open cases assigned to you for each customer.
* Ensure that specific team members can view the chart and view any changes as you update the chart.
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: Countall
COUNT (Azure Stream Analytics) returns the number of items in a group. COUNT always returns a bigint data type value.
Syntax:
-- Aggregate Function Syntax
COUNT ( { [ [ALL | DISTINCT] expression ] | * } )
Arguments:
ALL - Applies the aggregate function to all values. ALL is the default.
Box 2: Share the personal chart and add the user giving each one read permission Reference:
https://docs.microsoft.com/en-us/stream-analytics-query/count-azure-stream-analytics

NEW QUESTION # 34
You are a Dynamics 365 for Customer Service administrator.
Your company requires a new phone-to-case business process flow for customer service representatives to follow.
The stages are as follows:
* Verification
* Acknowledgement and research
* Resolution
Customer service representatives must send an email to the customer when a case enters the acknowledgement-and-research stage.
You need to create the required business process flow and components.
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/customize/create-business-process-flow
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/workflow-processes

NEW QUESTION # 35
A company uses Dynamics 365 Customer Service.
The schedule shows working intervals of 45 minutes. The intervals cause customer service representatives to have too much free time during working hours. The company wants to change the intervals to every 30 minutes.
You need to configure the intervals.
What should you configure?

A. Fulfillment preferences
B. Resource crew scheduling
C. Schedule within time constraints
D. Requirement groups
E. Schedule with travel time and distance

Answer: A

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/set-up-time-groups

NEW QUESTION # 36
You are demonstrating the Microsoft Teams integration capability for calling. You use a Dynamics 365 Customer Service sandbox environment for the demonstration. SharePoint Online integration is configured for the environment.
After the demonstration, the attendees require the following information:
* How to enable the feature in the live environment
* Where call recordings are saved
* How to initiate calls with new customers
You need to address the user questions.
How should you address each question? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:

NEW QUESTION # 37
You are modifying the phone-to-case process in Dynamics 365 Customer Service. You create a flow by using PowerApps as shown in the exhibit. (Click the Exhibit tab.)

You must modify the business process flow to include the check-email step at the beginning of the research stage.
Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:
Graphical user interface, text, application, email Description automatically generated

Reference:
https://docs.microsoft.com/en-us/power-automate/create-business-process-flow?context=/dynamics365/context/s

NEW QUESTION # 38
......

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