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The price of the MB-230: Microsoft Dynamics 365 Customer Service exam is $165 USD, for more information related to exam price please visit to Microsoft Training website as prices of Microsoft exams fees get varied country wise.
The Microsoft Dynamics 365 Customer Service Functional Consultant certification is ideal for individuals who are looking to advance their careers in customer service management and want to demonstrate their expertise in the field. MB-230 exam is suitable for professionals who have experience working with Microsoft Dynamics 365 Customer Service applications and have a solid understanding of the fundamental concepts and principles of customer service management.
Microsoft MB-230 Exam is a challenging exam that requires preparation and dedication. Candidates can prepare for the exam by taking the official Microsoft training course, which covers all the exam topics in detail. Additionally, candidates can use study materials such as practice exams and study guides to help them prepare for the exam. Passing MB-230 exam can open up new career opportunities and demonstrate to employers that the candidate has the necessary skills and knowledge required to work as a functional consultant in the customer service domain.
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NEW QUESTION # 123
An organization uses Dynamics 365 Customer Service. The customer service queue is not implemented.
Customer service representatives (CSRs) are unable to keep up with an influx of email inquiries. Other employees must read and respond to messages that are routed to a customer service queue.
You need to create a queue for customer service emails.
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
Timeline Description automatically generated with medium confidence
Create a queue in Customer Service app
To create or edit a queue
Go to Settings > Service Management.
Select Queues. (Step 1)
To create a new queue, select New. (Step 2)
Fill in the details.
Select Save.
Step 3: Change the queue type to Public
Other employees must read and respond to messages that are routed to a customer service queue.
In Customer Service, you can create two types of queues:
Public queues: Create to let everyone in the organization view the queue and all of its items.
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.
NEW QUESTION # 124
You need to configure the correct settings.
Which settings should you configure? 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, email Description automatically generated
NEW QUESTION # 125
A customer service manager needs a new business process flow to manage support for a product rollout for bicycles. There are two bicycle models: standard and high performance.
Support representatives must be able to:
Specify the model of the bicycle.
Capture comments from customer support issues if the bicycle is the high-performance model.
You need to create the business process flow.
What should you configure for each requirement? To answer, select the appropriate options in the answer area.
Answer:
Explanation:
Explanation
Box 1: Categories only
Box 2: Categories and Subjects
Note:
* Using the Categories entity, you can create hierarchical categorical data to help group records. Categorizing entity records in Dynamics 365 Customer Service helps you tag the records so that you can easily search them.
Use the entity to create and manage a logical structure of categories in Dynamics 365 Customer Service, and then associate entity records to one or more categories.
Categories are useful for reporting, sorting, segmenting, and categorization of records.
* The customer engagement apps (Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, Dynamics 365 Marketing, and Dynamics 365 Project Service Automation), include a subject organizational structure that lets you mark and categorize service cases, knowledge base articles, products, and sales literature. By using the subject hierarchy, you can classify service cases to quickly provide service to your customer. You can also provide the appropriate sales literature. You'll also be able to better understand gaps in your sales literature, evaluate service quality by subject area, and improve reporting on the performance of your products.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-manage-categories
https://docs.microsoft.com/en-us/power-platform/admin/define-subjects-categorize-cases-products-articles
NEW QUESTION # 126
A client plans to implement a case resolution process.
Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
NEW QUESTION # 127
You are configuring a Dynamics 365 for Customer Service instance.
Customer service manager cannot create new entitlements for customer service representatives.
You need to ensure that customer service managers can add new entitlement templates and knowledge base records for customer service representatives.
Which access levels should you apply? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
Explanation
NEW QUESTION # 128
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