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| Certification Vendor: | Microsoft |
|---|---|
| Exam Name: | Microsoft Dynamics 365 Customer Service Functional Consultant |
| Exam Number: | MB-230 |
| Real Exam Qty: | 40-60 |
| Certificate Validity Period: | 1 year (renewal required) |
| Passing Score: | 700 / 1000 |
| Exam Duration: | 100 minutes |
| Available Languages: | Korean, Spanish, Italian, Indonesian (Indonesia), German, Chinese (Simplified), Portuguese (Brazil), English, Japanese, Arabic (Saudi Arabia), French, Russian, Chinese (Traditional) |
| Related Certifications: | Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate |
| Exam Format: | Drag-and-drop, Multiple choice, Case study, Yes/No |
| Exam Price: | $165 USD |
| Sample Questions: | Microsoft MB-230 Sample Questions |
| Exam Way: | Online (proctored) or at a testing center |
| Pre Condition: | None |
| Official Syllabus URL: | https://learn.microsoft.com/en-us/credentials/certifications/exams/mb-230 |
当社JpshikenのすべてのMB-230トレーニングファイルは、この分野の専門家と教授によって設計されています。教材の品質は保証されています。すべての顧客の実際の状況に応じて、すべての顧客に適した学習計画を作成します。当社からMB-230学習教材を購入する場合、MB-230試験に簡単に合格するための専門的なトレーニングを受けることをお約束します。専門的なトレーニングにより、MB-230試験に合格し、関連する認定資格を最短で取得します。
Microsoft MB-230試験は、顧客サービス管理の経験があり、Microsoft Dynamics365でスキルを向上させたい専門家に最適です。また、顧客サービス管理に慣れていないが、技術的な背景を持ち、学習したい人にも適しています。 Microsoft Dynamics365。この試験は、英語、日本、韓国語、および簡素化された中国語で入手でき、候補者はオンラインまたはテストセンターでそれを取ることができます。
質問 # 335
You are creating a virtual agent to handle common customer inquiries.
The virtual agent must provide the ability to route customers to live agents for escalation.
You need to recommend a solution.
Which components should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
正解：
解説：
Reference:
https://docs.microsoft.com/en-us/power-virtual-agents/advanced-hand-off
質問 # 336
You need to configure security roles for Dynamics 365 Connected Customer Service by using the principle of least privilege.
How should you configure security? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
正解：
解説：
Explanation
Box 1: IoT Administrator and IoT Endpoint User
Security roles for Connected Customer Service allow administrators to give appropriate access to Internet of Things (IoT) entities, including alerts, assets, devices, and commands, which are all included with Customer Service 9.0.20034.20XX +. These security roles should be added to existing Customer Service security roles.
Customer Service Representative who needs to work with device registration and device data pulls (IoT Hub operations).
CSR should be given the IoT Administrator and IoT Endpoint User security roles. General knowledge of Customer Service security roles. For more information, see the topic on setting up customer service users and security roles.
Box 2: Dynamics 365 system administrator only
A Customer Service administrator who needs to can set up IoT Configuration.
The CSR admin should be granted Dynamics 365 system administrator access.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-security-roles
質問 # 337
You implement Dynamics 365 Customer Service for a call center.
The call center supervisor has the following requirements for the Customer Service workspace functionality:
* Automate agents' repetitive tasks.
* Enable agents to share knowledge articles with customers.
You need to ensure that the implementation meets the requirements.
Solution: Create a macro with an Omnichannel connector.
Does the solution meet the goal?
正解：B
質問 # 338
You must set up the following:
A work stream must be configured to use Twitter.
The cases must automatically go to the next available sales representative.
Any existing case that comes in must be assigned automatically to the sales representative who worked on the case originally.
You need to choose the correct setting.
Which setting should you use? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.
正解：
解説：
Explanation
Graphical user interface, application Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/channels
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entity-workstream
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams
質問 # 339
You ate creating agent scripts in Dynamics 365 Customer Service. You must add the following steps to the scripts:
1. Use the greeting; Welcome to the company, how may we serve you today?
2. Send details about a customer's account to the customer with one selection.
3. Open another set of steps to follow.
You need to configure the type of steps that are needed.
Which type should you choose when configuring each step? To answer, drag the appropriate types to the correct steps. Each 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.
正解：
解説：
質問 # 340
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MB-230資格認証攻略: https://www.jpshiken.com/MB-230_shiken.html
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