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Microsoft MB-230 exam consists of multiple-choice questions and is timed for 150 minutes. Candidates must score at least 700 out of 1000 points to pass the exam. MB-230 exam is available in multiple languages, including English, Spanish, French, German, Japanese, Chinese, and Korean.
Microsoft MB-230 certification exam is an expert-level certification that validates the skills and knowledge of a candidate to perform the role of a Dynamics 365 Customer Service Functional Consultant. Microsoft Dynamics 365 Customer Service Functional Consultant certification exam covers various topics related to configuring, implementing, and managing Dynamics 365 Customer Service solutions. Microsoft Dynamics 365 Customer Service Functional Consultant certification is ideal for functional consultants, developers, and IT professionals who want to specialize in Dynamics 365 Customer Service and advance their careers in the field.
Skills Measured in MB-230 Exam
The Microsoft Dynamics 365 Customer Service certification exam tests one’s knowledge of customer service. Thus, the candidates should have in-depth knowledge of the industry terminology, standards, customer service operations. They should have solid skills to meet user needs by working with Dynamics 365 customer service. To add more, they should a deep comprehension of knowledge management, SLAs, Power Virtual Agents, Customer Service Insights, as well as Omnichannel for Customer Service.
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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q230-Q235):
NEW QUESTION # 230
You are a functional consultant for a Dynamics 365 Customer Service organization.
You must add the knowledge base search control to the Case entity main form and the Phone call main form.
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
NEW QUESTION # 231
Case Study 3 - The Phone Company
Overview
The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service level agreements (SLAs) in place. Most clients have agreements that last one year and have 30 cases available. Half the cases may be opened by phone. The other half may be opened by email.
The company has an existing on-premises software system. The current system no longer meets the company's needs.
The support desk is open 8:00 am to 8:00 pm Eastern Standard Time.
Requirements
Support desk
The company plans to implement Dynamics 365. The solution will include a custom entity that needs to be search enabled.
You must configure the system to ensure that you can determine how many support tickets and new orders tickets are received. You must be able to determine which device types have the most tickets opened for issues. Business hours in the system must reflect the hours support staff is scheduled.
Case handling
New cases must automatically route to the correct support group by phone type or new
purchase group without requiring custom code.
The system must automatically create a case when email is received by companies that are not
in the system.
The system must automatically send a response to an email sender upon case creation for new
orders, but not for service records.
Users must be able to initiate routing for manually created cases.
The system must create sub-cases from one customer with different cases and also if the same
issue is reported by several customers. Subcases must inherit the following fields: customer name, contact email address and case title.
Main cases must not be closed until all the sub-cases are closed.
Separate groups must be created for each type of service and each phone type. Access to the
groups must be restricted to team members that support that service or phone type.
When importing from the old system, old cases do not need to be routed to the correct support
group.
Knowledge base
Users must be able to search the knowledge base when opening a new case form or when
checking on cases.
Users must be able to use relevant searches and include any customer entities.
Dashboards
Managers must be able to see a real-time list of open cases, open activities, and expiring
entitlements all on one page.
Managers must also be able to see all open cases, escalated cases and cases by
representatives on one screen. Managers must be able to drill down within each area.
Managers need a dashboard that displays weekly statistics for cases and representatives.
Each representative needs to see their own tickets that are opened for the day, week, and
month as well as their closed tickets.
Service-level agreements
Most customers must be contacted within 90 minutes of their case being opened.
Some customers can purchase faster service on call backs.
Emails must be sent to support managers when service-level agreements (SLAs) are missed.
Support representatives must be able to see a timer on each case form to ensure they are
adhering to their SLAs.
SLA KPIs must be tracked in the system.
SLA KPIs must appear on the case form.
Cases must be able to be placed on hold if issues arise with related contracts.
Issues
Users report they are not able to search the Knowledge Base.
Hotspot Question
You need to meet the automatic case creation requirements.
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:
https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from- email
https://cloudblogs.microsoft.com/dynamics365/it/2017/07/25/convert-email-to-a-case-with-a-few- clicks-in-dynamics-365-app-for-outlook/
NEW QUESTION # 232
You need to determine the type of queues to create.
How should access to the queues be configured? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
Box 1: Private
Miscellaneous queues must be visible to everyone
The other queues must be visible only to the appropriate department.
In Customer Service, you can create two types of queues:
Private queues: Create with limited set of members to help those members easily view the queue items in that queue. Private queues streamline queue items for the members of that queue only and help to remove clutter from other user's views.
Public queues: Create to let everyone in the organization view the queue and all of its items.
Box 2: Public
Miscellaneous queues must be visible to everyone.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases
NEW QUESTION # 233
A company wants to use Power Virtual Agents chatbots to enable customers to solve their own issues whenever possible. You create knowledge base articles.
You must ensure that the new articles are available through the chatbot.
You need to define the steps to integrate knowledge management with the chatbot.
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
Step 1: Publish knowledge articles to a portal created in Power Apps
Step 2: Create a topic for the Power Virtual Agents bot, and add an action Step 3: Use a Power Automate template to add the solution to the chatbot Step 4: Test the Power Automate cloud flow Test the flow to publish and share the bot.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/integrate-km-with-pva
NEW QUESTION # 234
You plan to create surveys for a multinational company that manages hotels.
You must create a unique survey for each hotel location.
Which statement is true?
Answer: C
Explanation:
https://community.dynamics.com/crm/b/dynamicscrmsupportblog/archive/2017/02/11/voice-of- the-customer-surveys-frequently-asked-questions-faqs-part3
NEW QUESTION # 235
......
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