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Microsoft MB-230 exam is designed for individuals who aspire to be certified as a Microsoft Dynamics 365 Customer Service Functional Consultant. MB-230 exam evaluates the candidate’s ability to design and configure customer service solutions, manage case lifecycles, integrate customer service with other Dynamics 365 applications, and manage data and analytics. The MB-230 Exam is intended for candidates who have a strong understanding of Dynamics 365 Customer Service features and capabilities and have experience in implementing and configuring these features in a customer service environment.
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Earning the MB-230 certification can help individuals advance their careers within the customer service space and demonstrate their proficiency in Dynamics 365 Customer Service. Microsoft Dynamics 365 Customer Service Functional Consultant certification can also help organizations identify individuals who have the skills and knowledge needed to effectively implement and support Dynamics 365 Customer Service applications.
Microsoft MB-230 Exam is designed to test the candidate's skills and knowledge in implementing and configuring the Dynamics 365 Customer Service module. It covers a wide range of topics, including case management, knowledge management, service level agreements, entitlements, and queues. MB-230 exam also evaluates the candidate's ability to customize the application, enhance the user experience, and integrate external systems.
NEW QUESTION # 218
Drag and Drop Question
A company creates a single-page Power BI visualization to show how a Power Virtual Agents chatbot is performing.
Users must be able to navigate to the charts from anywhere within the Customer Service workspace.
You need to add the Power BI information to the Customer Service workspace app.
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:
NEW QUESTION # 219
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:
Explanation
NEW QUESTION # 220
You must set up the following:
A work stream must be configured to use Twitter.
The cases must automatically go to the next available sales representative.
Any existing case that comes in must be assigned automatically to the sales representative who worked on the case originally.
You need to choose the correct setting.
Which setting should you use? 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/channels
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entity-workstream
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams
NEW QUESTION # 221
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.
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?
Answer: E
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements
NEW QUESTION # 222
Your organization plans to use Voice of the Customer to send surveys to select groups of customers.
You need to customize branding colors and logos for the surveys.
What should you do?
Answer: A
NEW QUESTION # 223
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