Free PDF Quiz MB-230 - Authoritative Practice Microsoft Dynamics 365 Customer Service Functional Consultant Questions

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The MB-230 Certification Exam covers a range of topics, including customer service, case management, knowledge management, and service level agreements. Candidates will be required to demonstrate their understanding of these areas and their ability to apply them in real-world scenarios.

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Microsoft Customer Service Exam Certification Details:

Exam Code	MB-230
Sample Questions	Microsoft Customer Service Sample Questions
Duration	120 mins
Passing Score	700 / 1000
Books / Training	MB-230T01-A: Microsoft Dynamics 365 Customer Service
Exam Name	Microsoft Certified - Dynamics 365 Customer Service Functional Consultant Associate
Exam Price	$165 (USD)
Schedule Exam	Pearson VUE

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q79-Q84):

NEW QUESTION # 79
You need to create the SLAs.
Which three SLAs should you create? Each correct answer presents part of the solution.
NOTE:Each correct selection is worth one point.

A. SLA with 6 hours as the failure time and a one-hour warning
B. SLA with one hour as the failure time and no warning
C. SLA with 24 hours as the failure time and a two-hour warning
D. SLA with 6 hours as the failure time and no warning
E. SLA with 24 hours as the failure time and no warning

Answer: A,B,C

Explanation:
Explanation

Text Description automatically generated
An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.

NEW QUESTION # 80
A company implements Dynamics 365 for Customer Service.
Which status reason is used for each case status? To answer, select the appropriate option in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:

NEW QUESTION # 81
You need to meet the automatic case creation requirements.
What should you do? To answer, select the appropriate options in the answer area.
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/dynamics365/customer-service/automatically-create-case-from-email
https://cloudblogs.microsoft.com/dynamics365/it/2017/07/25/convert-email-to-a-case-with-a-few-clicks-in-dyna

NEW QUESTION # 82
A company is using Omnichannel for Customer Service.
You add a live chat button to your company's website for existing customers. Requests for chats are handled by the next available representative. The chat must route the customer to the same representative if the customer is inadvertently disconnected.
You need to configure the chat.
Which four 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.
NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.

Answer:

Explanation:

Explanation:

NEW QUESTION # 83
You need to configure the options for the schedule.
Which options should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/resources-service-scheduling

NEW QUESTION # 84
......

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