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Microsoft MB-230 is a certification exam designed for individuals who want to showcase their skills and expertise in the field of Dynamics 365 Customer Service Functional Consultancy. MB-230 exam tests the candidates' ability to implement, configure, and manage Dynamics 365 customer service solutions for businesses. Microsoft Dynamics 365 Customer Service Functional Consultant certification validates the candidate's knowledge of customer service processes, case management, service level agreements, entitlements, and knowledge management.

Microsoft MB-230 Exam is intended for professionals who have experience in customer service operations and are proficient in using Microsoft Dynamics 365. Candidates should have a strong understanding of customer service processes and practices and be familiar with service level agreements (SLAs) and entitlements. They should also have experience with configuring and customizing Dynamics 365 for customer service.

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q89-Q94):

NEW QUESTION # 89
You are a Dynamics 365 system administrator.
The customer service desk needs to be able to apply service level agreements (SLAs) on demand to customers that do not have SLAs.
You need to determine how SLAs on demand can be assigned.
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. Automatically apply SLAs to records based on business logic.
B. Create a new SLA for each case that does not have a customer SLA.
C. Go into the SLA configuration and assign it to a customer.
D. Assign SLAs manually to records.
E. Use an existing customer SLA and change the conditions after assigning the SLA to the customer record.

Answer: A,D

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements#apply-slas-on-

NEW QUESTION # 90
You are implementing Omnichannel for Customer Service for a company.
The company has the following requirements:
You need to complete the implementation to meet the requirements.
Which configuration should you use for each requirement? To answer, select the appropriate options in the answer area.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/session-templates
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/application-tab-templates

NEW QUESTION # 91
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 # 92
You are creating a virtual agent to handle common customer inquiries.
The virtual agent must provide the ability to route customers to live agents for escalation.
You need to recommend a solution.
Which components 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/power-virtual-agents/advanced-hand-off

NEW QUESTION # 93
You are configuring Dynamics 365 Customer Service.
Child cases must inherit the customer name and contact from the parent case when opened.
You need to configure the case inheritance.
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
Graphical user interface, text, application Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases

NEW QUESTION # 94
......

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