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Microsoft MB-230 certification exam is ideal for professionals working in roles such as customer service managers, functional consultants, and system administrators. Microsoft Dynamics 365 Customer Service Functional Consultant certification validates their ability to implement Dynamics 365 customer service solutions that can help businesses improve customer engagement and satisfaction. MB-230 exam consists of a variety of questions, including multiple-choice, scenario-based, and drag-and-drop questions. Candidates need to score a minimum of 700 out of 1000 points to pass the exam and earn the certification. Overall, the Microsoft MB-230 Certification is an excellent way for professionals to enhance their career prospects in the field of Dynamics 365 customer service functional consultancy.

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Microsoft MB-230 Exam covers a broad range of topics, including configuring customer service settings, creating cases and knowledge articles, managing entitlements and service level agreements, and creating reports and dashboards. MB-230 exam is intended for individuals who have a solid understanding of customer service processes and Microsoft Dynamics 365 functionality. Candidates who pass the exam can help organizations improve their customer service processes and provide exceptional customer experiences.

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q73-Q78):

NEW QUESTION # 73
A customer uses Dynamics 365 for Customer Service.
Customer service representatives must be able to create knowledge base articles.
You need to ensure that all knowledge base articles are submitted for review and approval before they are made available to use.
Which four actions must be performed in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

Answer:

Explanation:

1 - Create a knowledge article
2 - Mark the knowledge article for review
3 - Approve the article
4 - publish the article
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hubuser-guide-knowledge-article


NEW QUESTION # 74
Drag and Drop Question
You are creating a macro in Dynamics 365 Customer Service to create automations.
You must use the following predefined macro connectors:
- Open a new form to create a record.
- Open the new application tab in the same session.
- Link a record to the conversation.
You need to configure the types of steps that are required.
Which types of connectors should you choose? To answer, drag the appropriate connector types to the correct steps. Each connector 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:


NEW QUESTION # 75
A company is evaluating Dynamics 365 Customer Service Insights.
The company decides to use the sample data environment to expedite the evaluation process.
You need to recommend a dashboard.
Which dashboard should you recommend? 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/ai/customer-service-insights/dashboard-kpi-summary
https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/dashboard-case-resolutions


NEW QUESTION # 76
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:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases


NEW QUESTION # 77
You are creating a survey using Voice of the Customer.
You need to embed the survey into a website and make it available to your customer.
What should you do?

Answer: D

Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/distribute-survey


NEW QUESTION # 78
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