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Microsoft MB-230 certification exam is designed for professionals who want to demonstrate their expertise in the Dynamics 365 Customer Service functional consultant role. Microsoft Dynamics 365 Customer Service Functional Consultant certification exam measures the candidate's ability to design and implement customer service solutions that are effective, efficient, and customer-centric. Microsoft Dynamics 365 Customer Service Functional Consultant certification exam is one of the most popular certifications for professionals who work with Dynamics 365 Customer Service.
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.
NEW QUESTION # 127
You are a customer service representative working with cases in Dynamics 365 for Customer Service.
You need to manage multiple lists of cases.
Which actions should you perform? To answer, select the appropriate configuration in the answer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 128
A Dynamics 365 Customer Service organization uses routing rules to escalate cases.
Security roles have not been modified or created.
You need to modify the routing rule set that is currently in use and enforce the principle of least privilege.
Which five 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
Graphical user interface, text, application Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-cases
NEW QUESTION # 129
You manage Dynamics 365 for Customer Service.
You need to create a list of holidays and ensure that existing service-level agreements (SLAs) observe those holidays.
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:
1 - Create a holiday schedule and holiday records
2 - Create a customer service schedule and select the holiday schedule
3 - Update the SLA and select the customer service schedule
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/create-customerservice-schedule-define-work-hours
NEW QUESTION # 130
A company uses Customer Service.
The company plans to enable a customer service agent in Omnichannel.
You need to identify the security roles that are required for the bot user.
What should you identify? To answer, move the appropriate security roles to the correct requirements. You may use each security role once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 131
A company implements Dynamics 365 Customer Voice.
When the company deploys an application at the end of a project, users are unable to distribute surveys.
You need to assign users to the appropriate role so they can distribute the survey. You must adhere to the principle of least privilege.
To which role should you assign the users?
- A. Survey sender
- B. Productivity tools user
- C. Omnichannel supervisor
- D. Scheduler
Answer: A
Explanation:
Users must at least have the Survey Sender role to send the survey through Dynamics 365 apps.
https://learn.microsoft.com/en-us/dynamics365/customer-voice/send-survey-from-dynamics-365
NEW QUESTION # 132
A company has used Dynamics 365 Customer Service with Omnichannel for more than a year.
The company has experienced several product recalls over the last three months. Customer agents must follow standardized answers, approved by the legal department to respond to customer questions that are sent in from chats, texts, and phone conversations.
You need to configure the system.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
- A. Create a macro.
- B. Install the Productivity Tools app from AppSource.
- C. Create an agent script.
- D. Enable the productivity pane.
Answer: B,D
NEW QUESTION # 133
You are an Omnichannel administrator for a company. The company is implementing a chat channel.
You need to route all chats relating to work orders to the field service queue.
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 # 134
You are a Dynamics 365 for Customer Service administrator. You enable full-text, relevance, and category search.
You need to use the knowledge base search control to locate knowledge base articles that contain each of the following words anywhere in an article, regardless of which product an article refers to:
Elevator
Motor
Sizing
How should you configure the search? 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-engagement/basics/relevance-search-results
NEW QUESTION # 135
You are customizing a Dynamics 365 for Customer Service implementation.
The call center manager requires a visual representation that includes the number of resolved cases by month for each call center agent. The chart must be visible to all users within the service area.
You need to create the chart.
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:
NEW QUESTION # 136
You configure Dynamics 365 Customer Service. Managers require a custom dashboard with the following:
* A list of customers who have the most cases open.
* A list of customers who have the most missed service-level agreements (SLAs) sorted by contact.
* A list of top call takers for the week.
* A list of the cases that took the most amount of time to resolve.
The custom dashboard must be available for all users to use.
You need to configure the system.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
NEW QUESTION # 137
You need to add the confirmation step for cases.
What should you edit?
- A. Workflow
- B. Common Data Service
- C. Power Automate
- D. Environment
- E. Business process now
Answer: E
Explanation:
A confirmation section must be added before the resolve section.
Example: Add an on-demand action to a business process flow.
The Dynamics 365 (online), version 9.0 update introduces a business process flow feature: business process flow automation with Action Steps. You can add a button to a business process flow that will trigger an action or workflow.
Reference:
https://docs.microsoft.com/en-us/power-automate/create-business-process-flow#add-an-on-demand-action-to-a-business-process-flow
Topic 5, Lucerne Publishing
Overview
Lucerne Publishing is a publishing company in Canad
a. The company publishes books for higher education, it also invests in multiple cloud-based solutions to support the customer sen/ice, publishing, and sales departments.
Lucerne Publishing uses the following:
* The Customer Service app for the publishing customer service division.
* Omnichannel capabilities in the Customer Service app.
* Third-party apps for e-commerce so students and parents can order books or courses online.
* Customer service agents as the representatives who will resolve customer's issues using various channels.
* Resident employees who work for Lucerne Publishing and live in the buildings inside the business center.
* A technician dispatch team that includes dispatchers who review and schedule work orders and assign the work orders to resources on the schedule board.
The company has an internal division that provides repair services such as plumbing and electrical. The division provides services to the buildings inside the company business center, and some of those are used as residences by printing employees.
Customer Service _ Contact Center
The company has the following requirements:
* Improve agent response time in live chats with customers.
* improve agent productivity by automating tasks. For example, the customer service manager requests that a new case is created automatically when an agent is on a chat with a customer.
* Provide instructions for agents to use when processing book returns. The instructions must include the following; o Greet the customer.
o Automatically open the case form for the book return.
o Close the session with the customer.
* Allow agents to use different channels such as short message service (SMS), social, and call when providing service to customers.
* Enable a new text SMS channel for the agents.
* Improve the agent's capability to search using Al suggestions.
* Provide agents with real-time recommendations on similar cases and knowledge-base articles.
* Allow agents to know the customer's point of view on the service.
* Provide a solution that will identify an agent's supervisor when a customer has a negative experience.
* Improve how the agents' skills and profiles are maintained.
* Route calls to agents who can support French-speaking customers.
* Configure the French language as a skill for agents who support French-speaking customers.
* Provide access to the Omnichannel agent app and productivity tools for supervisors and agents.
* Provide the customer service supervisor with the ability to create agent scripts for Omnichannel agents and a workstream for SMS. The customer service supervisor must also be able to edit an existing workstream.
* Provide the customer service supervisor with the ability to track sentiment in real time.
* Provide agents with all suggestions on the recent contact that worked on similar cases.
Customer Service - Repairs
The company has the following requirements for repair requests:
* Dispatchers must be able to track a technician and schedule jobs for technicians based on availability.
* A dispatcher named UserA must be able to create a new view to display only unscheduled work orders. The view must be displayed only when the work orders are open-unscheduled, and the substatus is ready to dispatch work orders.
* The technician dispatch team must be able to create a Schedule tab in the schedule board.
* Dispatchers must be able to track technicians' utilization by using personal color codes.
* The field technician's security role must be field service technician.
The company reports the following issues:
* Agents spend most of their time doing repetitive tasks during support calls or chats.
* There is no guided process for agents to follow the steps when a customer calls for a book return.
* Customer service managers are not able to provide real-time recommendations to customers using Ai suggestions.
* A new channel for SMS is not sending conversations to agents. Agents are required to answer conversations manually.
* The company is not able to retain customers who have a negative experience with the customer service agents.
* Agents are not able to use the schedule board to schedule repair work orders by using a custom view.
* The skills and proficiency model are not defined for the agents. Calls from French-speaking customers are not routed to the appropriate agents.
NEW QUESTION # 138
Your company uses Dynamics 365 Customer Service.
The company wants to send a customer survey to each customer when a case is closed. The survey must include the following:
* An area with a list of questions that rate the answers as poor, average, or great.
* A question that rates whether the customer would recommend your company to others.
The company wants to exclude symbols from any of the question types.
You need to configure the question types.
Which question type should you use? To answer, drag the appropriate question type to the correct requirement.
Each question 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:
NEW QUESTION # 139
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?
- A. Add the iFrame URL to your website.
- B. Create a webpage on the website. Add the URL to link the Voice of the Customer questions from Dynamics
365. - C. Create an iFrame URL. Copy the HTML code to an iFrame in your website.
- D. Create your Dynamics 365 portal. Display the Voice of the Customer page from within the main website page.
- E. Create the website. Add the URL to the Dynamics 365 site in your website.
Answer: C
Explanation:
Section: Topic 4, Configure Voice of the Customer
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/distribute-survey
NEW QUESTION # 140
You are implementing Omnichannel for Customer Service for a company.
The company has the following requirements:
- Initial conversations must be assigned to Power Virtual Agents
chatbots.
- If a conversation needs to be escalated, it must be assigned to a
human agent.
- The chatbot and human agents must be in the same queue.
You need to complete the implementation to meet the requirements.
What must the chatbot capacity as compared to the agents' capacity?
- A. The chatbot capacity must be less than the capacity of the agents.
- B. The chatbot capacity must be the same as the capacity of the agents.
- C. The chatbot capacity must be higher than the capacity of the agents.
Answer: C
NEW QUESTION # 141
A company installs and services air filtration units for industrial manufacturing plants. The company is implementing Dynamics 365 Customer Service.
Each regional location supports a specific geographic region. Installers and service technicians are dispatched from these regional locations.
You need to configure the system to optimize work scheduling.
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
Box 1: Service activity
Avoid disruptions in service by making sure that your resources are scheduled optimally and efficiently. Using Scheduling in Customer Service Hub, you can plan and schedule service activities for your customers by bringing together all your resources.
Note: Create a service activity
A service activity is defined to look for the next available time slot to schedule the service and align resources as per requirement.
Box 2: Resource category
Create resource groups
The resources are aligned in resource groups or resource categories.
For example, Bert Hair and Gilda Moss are grouped as Technicians and Bike repair workbench - 1 and Bike repair workbench - 2 are grouped as Workbenches.
With bookable resource categories, you can group your bookable resources by type. For example, you can create categories like technician, supervisor, subcontractor, vehicle, or equipment.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/basics-service-service-scheduling
https://docs.microsoft.com/en-us/dynamics365/customer-service/resource-categories-service-scheduling
NEW QUESTION # 142
You need to decide which action is applicable in the SLA.
What should you do? 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
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements
NEW QUESTION # 143
A client wants to use the knowledge base in Dynamics 365 Customer Service.
You need to identify the state of a knowledge base article when an event occurs.
What are the states of the articles? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
Box 1: Review
Review - The draft version of the article is sent to reviewers to approve or reject.
Mark a knowledge article for review
To ensure that the content you've created is accurate, have someone review it.
You can mark an article for review or directly assign it to a specific person or queue. When you mark an article for review, it starts appearing in the knowledge manager's dashboard. The knowledge manager can then assign the article to specific team members or a queue for review.
Box 2: Published
When you approve the content of an article, it means that the content is ready to be consumed by other customer service reps, and also ready to be published.
On the Business process bar, in the Review stage, in the Review field, select Approve.
The article is now ready to be published.
Box 3: Draft
Draft - The article is in the process of being created.
Note: A versioned knowledge article in the Draft state can be modified only by the author or reviser with the contribute access to the knowledge base, owner of a knowledge base, users with the admin and knowledge_admin role, and ownership group members, if ownership group is added to the article.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledge-ar
NEW QUESTION # 144
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer.
You must display the question: Have you used the product before? If the response is Yes, you must display additional questions concerning the product. If the answer is No, you must display a different set of questions concerning other products.
You need to select a survey feature to use.
Which survey feature should you use?
- A. Response routing
- B. Piping
- C. Basic
- D. List of ratings
- E. Answer tag
Answer: A
Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey
NEW QUESTION # 145
You are using Dynamics 365 for Customer Service. You have existing routing rules.
You need to create a routing rule for cases and bulk-import cases.
Which actions should you perform? To answer, select the appropriate action in the dialog box in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
NEW QUESTION # 146
You are a Dynamics 365 for Customer Service administrator. You are using Voice of the Customer and are reviewing survey A survey responder marked 10 percent for overall satisfaction.
You need to ask additional questions based on the response.
Which four 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
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey
NEW QUESTION # 147
You are a system administrator for Dynamics 365 for Customer Service.
All child cases must inherit the product, customer name, case title, and case type from the parent case. Parent cases must not be closed until all child cases are closed.
You need to configure cases.
What should you do?
- A. On the case entity, update the Parent case-Child case 1:N relationship field mapping to include the fields.
Create a business rule on the case entity to prevent the parent from closing if it has one or more open child cases. - B. Validate that customer and case title fields have not been removed as fields that child cases inherit from the parent cases.
Add product and case-type fields to the list.
The closure preference setting does not need to be changed.
This is default behavior. - C. Create a business rule.
- D. Validate that customer and case title fields have not been removed as fields that child cases inherit from parent cases.
Add product and case-type fields to the list.
Set the closure preference setting to Don't allow parent case closure until all child cases are closed.
Answer: D
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child- cases
NEW QUESTION # 148
You are an Omnichannel administrator for a company. The company is implementing a chat channel.
You need to route all chats relating to work orders to the field service queue.
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 # 149
You make a phone call regarding an existing case record.
You need to create a phone call activity that appears on the case record timeline.
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:
NEW QUESTION # 150
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Who should take the MB-230: Microsoft Dynamics 365 Customer Service Exam
The Microsoft MB-230 Exam certification is an internationally-recognized certification which help to have validation for those professionals who are keen to make their career in Dynamics 365 Customer Service
This exam aspirant are validated on ability to accomplish the following technical tasks: perform configuration; manage cases and the knowledge base; manage queues, entitlements, and SLAs; and configure voice of the customer.These candidates can go for this exam.
- Marketing consultants
Exam Questions for MB-230 Updated Versions With Test Engine: https://certkingdom.practicedump.com/MB-230-practice-dumps.html