MB-230 Valid Vce - MB-230 Exam Flashcards

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These Microsoft MB-230 dumps are real, updated, and error-free. It provides you with the essential Microsoft MB-230 exam knowledge that you need to prepare and pass the Microsoft MB-230 certification test with high scores. You can easily use all these three Microsoft MB-230 Exam Questions format. These formats are compatible with all devices, operating systems, and the latest browsers.

The Microsoft MB-230 Exam is designed to evaluate one’s expertise in performing specific technical tasks. These include knowledge & case management, queues, Service Level Agreements, and entitlements management, scheduling implementation, analytics management, and Omnichannel for Customer Service. The details of these objectives are highlighted below:

Knowledge Management & Cases Management: 20-25%

Configuring & Automating Cases: The examinees should gain the skills in implementing case routing rules, advanced similarity rules, update rules, as well as record creation. It also requires their competence in configuring business process flows and Status Reason transitions. Additionally, the applicants should also have the skills in customizing Case Resolution forms and capturing customer feedback with the use of Customer Voice.
Implementing Knowledge Management: The students will need to demonstrate their expertise in configuring Knowledge search control, categories & subjects, as well as Knowledge Management entities. The questions related to this subtopic will also measure competence in using Knowledge Management to solve cases and managing Knowledge article models. Besides, the individuals are required to have expertise in implementing Knowledge Search, converting cases to specific knowledge articles, and linking articles with cases.
Creating & Managing Cases: This domain will measure the candidates’ skills in managing case lists, configuring cases, and implementing child/parent cases. It will also evaluate their competence in creating and searching for different case records, converting specific activities to cases, merging cases, and performing case resolutions.

MB-230: Microsoft Dynamics 365 Customer Service Exam Certification Path

MB-230: Microsoft Dynamics 365 Customer Service Exam is foundation level Certification.As such There is no prerequisite for this course. Anyone who is having keen and familiar with Microsoft technology are well invited to pursue this certification.

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Microsoft MB-230 Exam is designed for those who want to become a Microsoft Dynamics 365 Customer Service Functional Consultant. Microsoft Dynamics 365 Customer Service Functional Consultant certification exam tests an individual's ability to configure and customize the Dynamics 365 Customer Service application, implement Microsoft's best practices, and provide support to end-users.

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q91-Q96):

NEW QUESTION # 91
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:

NEW QUESTION # 92
You are a Dynamics 365 Customer Service administrator.
You need to add a new status reason to the case entity.
What are two possible ways to accomplish the goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. Create a new solution and add the existing Case entity. Select Status Reason and add a new value.
B. Modify the existing solution. Add another entity named Status. Then, create a status reason field with additional options.
C. Navigate to Cases in the Customer Service Hub app. Open a record, edit the form, and then edit the Status reason field.
D. Modify the existing solution and the case entity. Edit the status reason and add an additional status reason value.

Answer: A,D

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-status-reason-transitions-casemanagement

NEW QUESTION # 93
You need to configure security roles for Dynamics 365 Connected Customer Service by using the principle of least privilege.
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:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-security-roles

NEW QUESTION # 94
You need to configure the system so that an email is sent to a manager about the SLAs according to the requirements.
What should you configure?

A. Applicable When
B. Failure Action
C. Success Action
D. Warning Action
E. Success Criteria

Answer: B

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

NEW QUESTION # 95
You are an Omnichannel supervisor for a company.
The manager wants to improve response times and customer satisfaction.
You need to configure Omnichannel queues using standard functionality.
Which capabilities should you enable? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.