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The MB-230 Certification Exam is an excellent career path for individuals who want to specialize in Customer Service Functional Consulting. Microsoft Dynamics 365 Customer Service Functional Consultant certification validates oneโs ability to design and implement solutions that enhance customer satisfaction and optimize the business process. Obtaining this certification also demonstrates to employers that the candidate can leverage Microsoft Dynamics 365 to generate actionable insights and improve customer engagement.
NEW QUESTION # 372
You use Dynamics 365 for Customer Service administrator. You plan to create Voice of the Customer surveys.
You need to determine which survey question feature is needed to complete the design of the survey.
Which survey features should you use? To answer, select the appropriate survey type in the dialog box in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey
NEW QUESTION # 373
A company uses Dynamics 365 Customer Service.
A user is configuring loT devices to record specific types of information, such as temperature, humidity, and air flow. Several types of devices require configuration for pre-set commands and ease of administration.
You need to configure the devices to generate the correct recordings.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
NEW QUESTION # 374
You are a Dynamics 365 system administrator.
Your customer service team must define goal metrics to track and measure all resolved cases.
You need to create a goal metric with a rollup field.
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.
Answer:
Explanation:
1 - Define the metric.Enter metric and amount data types.
2 - Create a new rollup field.
3 - Specify the rollup field to track against goals.
4 - Specify details about the source data that rolls up.
5 - Specify the date field that determines the goal period that the rocords will roll up into.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/sales-enterprise/create-edit-goal-metric
NEW QUESTION # 375
You need to configure the system to meet the workspace requirements for case representatives.
Which role should you assign to case representatives?
Answer: A
NEW QUESTION # 376
A service manager discovers a high number of cases in the agent queues. Cases are created manually but can be reassigned using a workflow or custom API.
The manager needs to know whether cases are getting duplicated because of simultaneous case creation or simultaneous case assignment.
You need to identify the number of cases that are created in each scenario.
How many cases are created? To answer, drag the appropriate cases created options to the correct simultaneous actions. Each cases created option 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:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases
NEW QUESTION # 377
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