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The MB-230 exam is intended for professionals who have a solid understanding of customer service processes and experience working with Dynamics 365. Microsoft Dynamics 365 Customer Service Functional Consultant certification is ideal for functional consultants, customer service managers, help desk analysts, and service desk managers who want to demonstrate their expertise in customer service management using Microsoft Dynamics 365. Passing MB-230 exam demonstrates that the candidate has the skills necessary to effectively configure and manage the Dynamics 365 Customer Service application to meet the needs of their organization.

Detailed Overview of Microsoft MB-230 Exam

The Microsoft MB-230 test is known to be taken in the English language only. The number of questions can be from 40 to 60. The question formats might include case studies, fill in the blank, multiple choice, multiple select, and others. You will need to clear all of them within 150 minutes to gain more than 700 points (passing score). The fee is $165 in the United States but it can be different in other countries. The difference in the pricing is brought up by the tax policies of each country. It is a proctored exam, which can be taken online. You can also sit for it at any Pearson VUE center.

The MB-230 Certification Exam covers a range of topics, including customer service, case management, knowledge management, and service level agreements. Candidates will be required to demonstrate their understanding of these areas and their ability to apply them in real-world scenarios.

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MB-230 Test Pattern - MB-230 Test Practice

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q137-Q142):

NEW QUESTION # 137
You are working as a functional consultant for Dynamics 365 Customer Service. No changes have been made to security roles.
You need to ensure that customer service representatives can process cases that have service-level agreements (SLAs) and entitlements. You must grant only the minimum privileges required.
How should you configure security? 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, chat or text message Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

NEW QUESTION # 138
You are a Dynamics 365 for Customer Service administrator.
You must track time against enhanced service-level agreements (SLAs).
You need to add a timer.
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

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/add-timer-forms-tracktim

NEW QUESTION # 139
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:

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

NEW QUESTION # 140
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 # 141
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 # 142
......

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MB-230 Reliable Test Voucher & MB-230 Test Pattern

Detailed Overview of Microsoft MB-230 Exam

MB-230 Test Pattern - MB-230 Test Practice

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q137-Q142):

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