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The Exam4Free is one of the leading platforms that has been offering real and valid Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) exam practice test questions. These Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) exam questions are designed and verified by Microsoft MB-230 subject matter experts. They work closely together and put all their expertise to check the Microsoft MB-230 exam questions one by one.

Microsoft Dynamics 365 Customer Service Functional Consultant Exam (MB-230) is designed for individuals who are interested in becoming certified in customer service management using Microsoft Dynamics 365. MB-230 Exam validates the skills and knowledge required to configure and manage the Dynamics 365 Customer Service application, including implementing and managing cases, knowledge management, queues, entitlements, service level agreements (SLAs), and analytics.

Microsoft MB-230 exam is highly valued by organizations that use Microsoft Dynamics 365. With this certification, professionals will have a significant advantage when it comes to finding employment or advancing their careers within this field. Additionally, passing the MB-230 exam is an excellent way for professionals to demonstrate their expertise in customer service and customer relationship management, which are critical skills in today's highly competitive business environment.

Microsoft MB-230 Exam Syllabus Topics:

Topic	Details
Manage cases and Knowledge Management (20-25%)
Create and manage cases	- configure cases - manage case lists - create and search for case records - convert activities to cases - perform case resolution - implement parent/child cases - merge cases - set autonumbering for customer service entities
Configure and automate cases	- implement Advanced Similarity rules - implement record creation and update rules - implement case routing rules - customize the Case Resolution form - configure Status Reason transitions - configure business process flows- capture customer feedback by using Customer Voice
Implement Knowledge Management	- configure the Knowledge Search control - link an article with a case - use knowledge management to resolve cases - manage the knowledge management article lifecycle - manage Knowledge management articles - configure entities for Knowledge Management - manage Knowledge article templates - implement knowledge search - enable Relevance Search - configure categories and subjects - convert cases to knowledge articles
Manage queues, entitlements, and service-level agreements (SLAs) (15-20%)
Create and manage queues	- describe use cases for each queue type - configure queues - add cases and activities to queues - configure entities for queues - perform queue operations
Create and manage entitlements	- configure entitlements - define and create entitlements- manage entitlement templates - activate and deactivate entitlements- renew or cancel an entitlement
Create and manage SLAs	- define and create service-level agreements (SLAs) - configure SLA settings - configure a holiday schedule - configure a customer service schedule - implement actions by using Power Automate - manage cases that are associated with SLAs - manually apply an SLA - create and manage SLA items
Implement scheduling (10-15%)
Manage resources	- configure business closures - configure organizational units - configure resources - configure work hours - configure facilities and equipment
Manage services	- define services - schedule a service activity - configure fulfillment preferences - create a schedule board - schedule a service activity by using the schedule board
Implement Omnichannel for Customer Service (30-35%)

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q294-Q299):

NEW QUESTION # 294
Hotspot Question
A company is implementing Omnichannel for Customer Service.
The company plans to release a new product in the following markets: Germany, Spain, and France.
Before the product launches, one agent from each country/region will receive training on the new product. The agents are included as part of a new team for the product. Each agent is part of a team specific to the country/region that they serve.
Inquiries about the new product must be routed as follows:
1. Route inquiries to an agent who knows the new product and is fluent in the language of the caller.
2. Route inquiries to an agent who knows the new product but speaks only a bit of the language of the caller.
3. Route inquiries to an agent who speaks all caller languages but does not know the new product.
You need to configure the system.
Which feature should you use? 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/setup-skills-assign-agents

NEW QUESTION # 295
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer (VoC).
You need to ensure that VoC survey responses trigger an escalation in support.
Which workflow should you use?

A. VoC - Process Survey Response
B. VoC - Process Face Response
C. VoC - Close Survey Activity
D. VoC - Process NPS Response

Answer: A

Explanation:
Section: Topic 4, Configure Voice of the Customer
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/plan-survey

NEW QUESTION # 296
You are creating a survey using Voice of the Customer.
You need to embed the survey into a website and make it available to your customer.
What should you do?

A. Create a webpage on the website. Add the URL to link the Voice of the Customer questions from Dynamics 365.
B. Add the iFrame URL to your website.
C. Create your Dynamics 365 portal. Display the Voice of the Customer page from within the main website page.
D. Create the website. Add the URL to the Dynamics 365 site in your website.
E. Create an iFrame URL. Copy the HTML code to an iFrame in your website.

Answer: E

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/distribute-survey

NEW QUESTION # 297
A company is evaluating Dynamics 365 Customer Service Insights.
The company decides to use the sample data environment to expedite the evaluation process.
You need to recommend a dashboard.
Which dashboard should you recommend? 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/ai/customer-service-insights/dashboard-kpi-summary
https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/dashboard-case-resolutions

NEW QUESTION # 298
A company uses Dynamics 365 Customer Service.
You need to implement queues to meet company requirements.
Which types of queues should you use? To answer, drag the appropriate queue types to the correct requirements. Each queue type 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:

Explanation
Text Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases

NEW QUESTION # 299
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Excellect MB-230 Pass Rate, MB-230 Free Brain Dumps

Microsoft MB-230 Exam Syllabus Topics:

Manage cases and Knowledge Management (20-25%)

Manage queues, entitlements, and service-level agreements (SLAs) (15-20%)

Implement scheduling (10-15%)

Implement Omnichannel for Customer Service (30-35%)

MB-230 Free Brain Dumps & Pass MB-230 Guarantee

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q294-Q299):

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