Microsoft MB-230 Latest Exam - Reliable MB-230 Dumps Questions

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Microsoft MB-230 Exam Syllabus Topics:

SectionObjectives
Topic 1: Manage service level agreements (SLAs) and entitlements- SLAs configuration
  • 1. Track SLA compliance
    • 2. Define SLA KPIs
      - Entitlements
      • 1. Create and manage entitlements
        Topic 2: Implement omnichannel for customer service- Omnichannel setup
        • 1. Chat, voice, and messaging configuration
          • 2. Routing and work distribution
            Topic 3: Manage cases and knowledge- Case management
            • 1. Automate case routing
              • 2. Create and resolve cases
                - Knowledge management
                • 1. Search and knowledge usage
                  • 2. Knowledge articles creation and lifecycle
                    Topic 4: Analyze and improve customer service insights- Reporting and dashboards
                    • 1. Use analytics in Customer Service
                      Topic 5: Configure Dynamics 365 Customer Service- Configure customer service applications
                      • 1. Set up Dynamics 365 Customer Service app
                        • 2. Configure basic system settings
                          - Manage cases and queues
                          • 1. Queue configuration and routing
                            • 2. Case lifecycle management

                              >> Microsoft MB-230 Latest Exam <<

                              MB-230 Latest Exam - Free PDF 2026 MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant First-grade Reliable Dumps Questions

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                              Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q318-Q323):

                              NEW QUESTION # 318
                              You are a Dynamics 365 for Customer Service administrator. The organization has multiple business process flows for warranty management.
                              You need to manage business process flows.
                              What should you configure? To answer, select the appropriate configuration in the answer area.
                              NOTE:Each correct selection is worth one point.

                              Answer:

                              Explanation:

                              Explanation


                              NEW QUESTION # 319
                              A company uses Dynamics 365 Customer Service. The company purchases Omnichannel for Customer Service.
                              The company wants the following requirements implemented without the need to license additional software:
                              The system must automatically ask questions before the chat begins.
                              Credit card information that a customer enters in a chat must not be visible to the agent.
                              You need to configure the options to meet the requirements.
                              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/configure-pre-chat-survey
                              https://docs.microsoft.com/en-us/dynamics365/customer-service/data-masking-settings


                              NEW QUESTION # 320
                              You are a Dynamics 365 Customer Service system administrator.
                              You are unable to add 20 hours of phone time to the Entitlement channel.
                              You need to determine the reason you are unable to add the hours.
                              What are three possible reasons? Each correct answer presents a complete solution.
                              NOTE: Each correct selection is worth one point.

                              Answer: B,D,E


                              NEW QUESTION # 321
                              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 # 322
                              You are creating surveys for Voice of the Customer (VoC).
                              You need to configure VoC to ensure that recipients can unsubscribe to surveys.
                              Which two survey features should you use? Each correct answer presents a complete solution.
                              NOTE: Each correct selection is worth one point.

                              Answer: A,B

                              Explanation:
                              Reference:
                              https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey#add-the-unsubscribe-option-to-a-survey


                              NEW QUESTION # 323
                              ......

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