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Microsoft MB-230 certification exam is intended for professionals who work with Microsoft Dynamics 365 Customer Service and want to demonstrate their expertise in customer service functional consulting. MB-230 exam measures the candidate's ability to create and configure customer service environments, integrate Microsoft Dynamics 365 with other applications, and customize customer service features to meet business needs. Microsoft Dynamics 365 Customer Service Functional Consultant certification is an ideal way to validate your skills and knowledge of customer service functional consulting with Microsoft Dynamics 365.

Microsoft MB-230 exam is a comprehensive test that covers various aspects of Dynamics 365 Customer Service. MB-230 exam consists of multiple-choice questions and simulations, which require candidates to demonstrate their proficiency in configuring and customizing Dynamics 365 Customer Service, managing cases, and integrating various applications with Dynamics 365 Customer Service. MB-230 Exam also tests the candidate's knowledge of industry best practices, customer service strategies, and customer engagement techniques. Successful completion of the exam leads to the award of the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification, which is widely recognized in the industry and can enhance the career prospects of professionals seeking to work in this field.

Microsoft MB-230 certification exam is a great way to demonstrate your expertise in customer service solutions and differentiate yourself in the job market. With this certification, you can demonstrate your knowledge and skills to potential employers and clients, as well as increase your earning potential. Microsoft Dynamics 365 Customer Service Functional Consultant certification also provides you with access to a community of experts who can help you stay up-to-date with the latest trends and best practices in customer service.

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q160-Q165):

NEW QUESTION # 160
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 # 161
Your company uses Dynamics 365 Customer Service. You create the following support offerings.
Customers must choose one of the three offerings.
- Email only
- Phone only
- Half phone and half email
You allocate 50 cases to each support offering.
You need to create the entitlement with terms that adhere to the support offerings.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. Create three entitlement templates with terms for 50 calls and 50 emails. Apply the template to the customers as they sign the support offering.
B. Create a new entitlement for each new support offering for the customer, with terms equal to 25 phone calls and 25 emails.
C. Create different entitlement templates for each set of terms. Apply the appropriate template to the customer.
D. Create a new entitlement for each new support offering for the customer, with terms equal to 50 phone calls and 50 emails.
E. Create one entitlement template that includes the three different terms. Apply the template to the customer, and then remove the terms that do not apply.

Answer: A,D

NEW QUESTION # 162
You need to configure the queues.
Which configurations should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation
Box 1: Record Creation and Update rule
Reduce the need for manually creating cases from incoming emails and increase the efficiency of customer service agents by creating automatic case creation rules in Dynamics 365 Customer Service.
Box 2: Routing Rule
Unified routing is an intelligent, scalable, and enterprise-grade routing and assignment capability that can direct the incoming work item to the best-suited queue and agent by adhering to work item requirements and matching them with the agent's capabilities.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-email
https://docs.microsoft.com/en-us/dynamics365/customer-service/overview-unified-routing

NEW QUESTION # 163
Drag and Drop Question
A company that operates in 101 countries/regions globally uses Dynamics 365 Customer Service.
The countries/regions currently use the same environment.
An administrator plans the deployment of additional portals to support customer service processes.
Each country/region requires the following:
- A Microsoft Dataverse starter portal in an environment with Dataverse
- A blank portal in an environment with customer engagement apps
- A pre-built portal in an environment with customer engagement apps
You need to determine the minimum number of environments required.
How many environments will you need? To answer, drag the appropriate number to the portal requirements. Each number of 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:

NEW QUESTION # 164
Drag and Drop Question
You are a Dynamics 365 system administrator.
Your customer service team must define goal metrics to track and measure all resolved cases.
You need to create a goal metric with a rollup field.
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.

Answer:

Explanation:

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/sales-enterprise/create- edit-goal-metric

NEW QUESTION # 165
......

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Quiz 2025 Microsoft MB-230 Unparalleled New Exam Simulator

Microsoft MB-230 Exam Dumps - Smart Way To Get Success

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q160-Q165):

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