2026 100% Free MB-230–Pass-Sure 100% Free Certification Practice | Microsoft Dynamics 365 Customer Service Functional Consultant Valid Exam Camp Pdf

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Microsoft MB-230 Exam Syllabus Topics:

SectionObjectives
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
          Manage service level agreements (SLAs) and entitlements- Entitlements
          • 1. Create and manage entitlements
            - SLAs configuration
            • 1. Define SLA KPIs
              • 2. Track SLA compliance
                Analyze and improve customer service insights- Reporting and dashboards
                • 1. Use analytics in Customer Service
                  Implement omnichannel for customer service- Omnichannel setup
                  • 1. Chat, voice, and messaging configuration
                    • 2. Routing and work distribution
                      Manage cases and knowledge- Case management
                      • 1. Automate case routing
                        • 2. Create and resolve cases
                          - Knowledge management
                          • 1. Knowledge articles creation and lifecycle
                            • 2. Search and knowledge usage

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                              Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q271-Q276):

                              NEW QUESTION # 271
                              Hotspot Question
                              You are working as a functional consultant for Dynamics 365 Customer Service. No changes have been made to security roles.
                              You need to ensure that customer service representatives can process cases that have service- level agreements (SLAs) and entitlements. You must grant only the minimum privileges required.
                              How should you configure security? To answer, select the appropriate options in the answer area.
                              NOTE: Each correct selection is worth one point.

                              Answer:

                              Explanation:

                              Explanation:
                              https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements


                              NEW QUESTION # 272
                              A company uses Dynamics 365 Customer Voice.
                              The company requires the following for a survey:
                              The survey must be sent automatically each time a salesperson visits a customer and closes the appointment.
                              If a survey satisfaction score is negative, an activity must be created for the salesperson.
                              You need to configure the survey.
                              What should you do? To answer, select the appropriate options in the answer are a.
                              NOTE: Each correct selection is worth one point.

                              Answer:

                              Explanation:

                              Reference:
                              https://docs.microsoft.com/en-us/dynamics365/customer-voice/send-survey-flow
                              https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave2/customer-voice/dynamics365-customer-voice/close-feedback-loop-through-alerting-follow-up-management
                              https://docs.microsoft.com/en-us/dynamics365/customer-voice/alerts


                              NEW QUESTION # 273
                              You are a Dynamics 365 for Customer Service administrator.
                              You need to categorize activities and cases by using queues.
                              How should you categorize each record? To answer, select the appropriate options in the answer area.
                              NOTE: Each correct selection is worth one point.

                              Answer:

                              Explanation:

                              Explanation


                              NEW QUESTION # 274
                              You need to create and configure objects to support the requirements.
                              How should you configure the system? 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 Description automatically generated


                              NEW QUESTION # 275
                              Drag and Drop Question
                              You are a Dynamics 365 for Customer Service administrator.
                              You need to import cases from a file without applying routing rules.
                              Which three 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.

                              Answer:

                              Explanation:

                              Explanation:
                              https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/create- rules-automatically-route-cases


                              NEW QUESTION # 276
                              ......

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