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Microsoft MB-230 exam is a comprehensive exam that tests the candidate's knowledge of the Dynamics 365 Customer Service module. It's a challenging exam that requires a thorough understanding of the platform and its capabilities. To pass the exam, candidates must have a strong understanding of the module's functionality, configuration options, and best practices for implementing and customizing the application.
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.
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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q81-Q86):
NEW QUESTION # 81
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? Toanswer, 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 # 82
You are a Dynamics 365 for Customer Service administrator. You are using Voice of the Customer and are reviewing survey A survey responder marked 10 percent for overall satisfaction.
You need to ask additional questions based on the response.
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:
1 - Create a new response routing
2 - Add a response condition and the question for with you want to create a rule
3 - Select values for the Operator, Comparison Value, and Answer fields Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey
NEW QUESTION # 83
You need to create the SLAs.
Which three SLAs should you create? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
- A. SLA with one hour as the failure time and no warning
- B. SLA with 6 hours as the failure time and no warning
- C. SLA with 6 hours as the failure time and a one-hour warning
- D. SLA with 24 hours as the failure time and a two-hour warning
- E. SLA with 24 hours as the failure time and no warning
Answer: A,C,D
Explanation:
Explanation
Text Description automatically generated
An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.
NEW QUESTION # 84
You are using Dynamics 365 for Customer Service.
You need to automate the process of adding cases to a queue.
What should you do?
- A. Use the Assign button on a case
- B. Use the convert activities functionality with cases
- C. Use routing rules
- D. Use the add to queue button on a case
Answer: C
Explanation:
Section: Topic 3, Manage queues, entitlements, and SLAs
NEW QUESTION # 85
You use Dynamics 365 for Customer Service.
You need to merge cases.
What is the outcome for the merge process? To answer, select the appropriate configuration in the answer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 86
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