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Microsoft MB-230 exam is intended for professionals who have experience in customer service management and want to enhance their skills further. MB-230 exam is suitable for individuals who are interested in working for organizations that use Microsoft Dynamics 365 as their customer service management system. Passing MB-230 Exam will validate your knowledge and skills in customer service management and showcase your expertise to potential employers.
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Microsoft MB-230 Certification Exam is intended for professionals who work with Microsoft Dynamics 365 Customer Service and want to demonstrate their expertise in customer service functional consulting. MB-230 exam measures the candidate's ability to create and configure customer service environments, integrate Microsoft Dynamics 365 with other applications, and customize customer service features to meet business needs. Microsoft Dynamics 365 Customer Service Functional Consultant certification is an ideal way to validate your skills and knowledge of customer service functional consulting with Microsoft Dynamics 365.
NEW QUESTION # 103
A company uses Dynamics 365 Customer Service. The company connects chatbots to its Omnichannel configuration.
The chatbot does not escalate calls to agents.
You need to troubleshoot the chatbot issue.
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.
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 # 104
You need to create the dashboards.
Which dashboard types should you use? To answer, drag the appropriate dashboard types to the correct scenario. Each dashboard 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.
Answer:
Explanation:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-dashboard
NEW QUESTION # 105
You need to choose which tools need to be created and configured to meet the following requirements.
Which tools should you configure? To answer, drag the appropriate tools to the correct requirements. Each tool 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:
Explanation
Box 1: Interactive dashboard
Support representatives must have a real-time view of cases assigned to them, including the status of each case.
What is an interactive dashboard?
An interactive dashboard is a data visualization tool that allows business teams to track, analyze, and display metrics of various sorts. Dashboards feature charts, tables, maps, and other visualizations to help viewers understand the story the data tells.
Box 2: Chart by account
Support representatives must be able to see a graphic view of cases by customer that are assigned to them.
NEW QUESTION # 106
You are creating an external-facing portal that uses capabilities of Dynamics 365 Customer Service.
When a case is closed, customers must receive an email that provides the ability to visit the knowledge base associated with the case.
You need to configure the system.
Which two options should you configure? Each correct answer presents part of a solution.
NOTE: Each correct selection is worth one point.
Answer: A,B
NEW QUESTION # 107
A company uses Dynamics 365 Customer Service. Customer Voice is deployed on the tenant.
When a user resolves a case in the system, the individual who reported the incident must automatically receive an email with a link to complete a customer feedback survey. Survey responses must be visible against the resolved case.
You need to implement a solution.
Solution: Navigate to the resolved case. Select Send Survey.
Does the solution meet the goal?
Answer: A
NEW QUESTION # 108
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