MB-230 LATEST EXAM TIPS & EXAM MB-230 INTRODUCTION

MB-230 Latest Exam Tips & Exam MB-230 Introduction

MB-230 Latest Exam Tips & Exam MB-230 Introduction

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TestBraindump has one of the most comprehensive and top-notch Microsoft MB-230 Exam Questions. We eliminated the filler and simplified the Microsoft Dynamics 365 Customer Service Functional Consultant preparation process so you can ace the Microsoft certification exam on your first try. Our Microsoft MB-230 Questions include real-world examples to help you learn the fundamentals of the subject not only for the Microsoft exam but also for your future job.

MB-230: Microsoft Dynamics 365 Customer Service Exam Certified Professional salary

The average salary of a MB-230: Microsoft Dynamics 365 Customer Service Exam Certified Expert in

  • England - 70,632 POUND
  • India - 15,00,327 INR
  • United State - 90,247 USD
  • Europe - 80,347 EURO

The MB-230 Certification Exam covers a range of topics related to customer service, including configuring customer service apps, managing cases and knowledge articles, configuring entitlements and queues, integrating channels and tools, and designing and implementing customer service analytics. MB-230 exam is designed to test your knowledge and skills in these areas, and you will need to demonstrate your ability to apply your knowledge to real-world customer service scenarios. If you are interested in pursuing a career as a Microsoft Dynamics 365 Customer Service Functional Consultant, the MB-230 Certification Exam is a great place to start.

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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Exam MB-230 Introduction - MB-230 Exam Bible

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q234-Q239):

NEW QUESTION # 234
You manage a Dynamics 365 for Customer Service environment.
The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entitlement.
You need to create the entitlement for the customer.
What should you do?

  • A. Create a new template with the dates and terms. Activate the template.
  • B. In the old entitlement, zero out the remaining terms and the total terms. Activate the entitlement.
  • C. Make a copy of the old entitlement. Activate the copy.
  • D. Add the new end date to the current entitlement and set new terms. Activate the entitlement.
  • E. Delete the old entitlement. Create a new entitlement template.

Answer: C

Explanation:
The expired entitlement is always in read-only mode and cannot be modified,also, there is no option to activate the expired entitlement. Only option available with expired entitlements is RENEW that will copy the current entitlement as a template into a new entitlement in draft mode, that needs to be modified (if required) and then activated.


NEW QUESTION # 235
You manage a Dynamics 365 for Customer Service environment.
The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entitlement.
You need to create the entitlement for the customer.
What should you do?

  • A. Create a new template with the dates and terms. Activate the template.
  • B. In the old entitlement, zero out the remaining terms and the total terms. Activate the entitlement.
  • C. Add the new end date to the current entitlement and set new terms. Activate the entitlement.
  • D. Delete the old entitlement. Create a new entitlement template.
  • E. Make a copy of the old entitlement. Activate the copy.

Answer: C

Explanation:
Section: Topic 3, Manage queues, entitlements, and SLAs


NEW QUESTION # 236
You need to configure OmniChannel to route correctly.
Which options 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: Two
You must create two types of Omnichannel queues: regular and escalated.
Box 2: Add a routing rule for a push on owner assignment in Omnichannel Tickets assigned to a representative must be automatically placed in that representative's queue.
A customer initiates a conversation from the portal, and the conversation reaches the Omnichannel system.
Now, based on the routing rules condition defined in the routing system, it starts routing the conversation to the appropriate queues.
When the conversation reaches to the queues, the work assignment system assigns the conversation based on triggers.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/routing-work-distribution-oca
Topic 3, The Phone Company
Case study
This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.
To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.
At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.
To start the case study
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.
Overview
The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service level agreements (SLAs) in place. Most clients have agreements that last one year and have 30 cases available. Half the cases may be opened by phone. The other half may be opened by email.
The company has an existing on-premises software system. The current system no longer meets the company's needs.
The support desk is open 8:00 am to 8:00 pm Eastern Standard Time.
Requirements
Support desk
The company plans to implement Dynamics 365. The solution will include a custom entity that needs to be search enabled.
You must configure the system to ensure that you can determine how many support tickets and new orders tickets are received. You must be able to determine which device types have the most tickets opened for issues. Business hours in the system must reflect the hours support staff is scheduled.
Case handling
New cases must automatically route to the correct support group by phone type or new purchase group without requiring custom code.
The system must automatically create a case when email is received by companies that are not in the system.
The system must automatically send a response to an email sender upon case creation for new orders, but not for service records.
Users must be able to initiate routing for manually created cases.
The system must create sub-cases from one customer with different cases and also if the same issue is reported by several customers. Subcases must inherit the following fields: customer name, contact email address and case title.
Main cases must not be closed until all the sub-cases are closed.
Separate groups must be created for each type of service and each phone type. Access to the groups must be restricted to team members that support that service or phone type.
When importing from the old system, old cases do not need to be routed to the correct support group.
Knowledge base
Users must be able to search the knowledge base when opening a new case form or when checking on cases.
Users must be able to use relevant searches and include any customer entities.
Dashboards
Managers must be able to see a real-time list of open cases, open activities, and expiring entitlements all on one page.
Managers must also be able to see all open cases, escalated cases and cases by representatives on one screen. Managers must be able to drill down within each area.
Managers need a dashboard that displays weekly statistics for cases and representatives.
Each representative needs to see their own tickets that are opened for the day, week, and month as well as their closed tickets.
Service-level agreements
Most customers must be contacted within 90 minutes of their case being opened.
Some customers can purchase faster service on call backs.
Emails must be sent to support managers when service-level agreements (SLAs) are missed.
Support representatives must be able to see a timer on each case form to ensure they are adhering to their SLAs.
SLA KPIs must be tracked in the system.
SLA KPIs must appear on the case form.
Cases must be able to be placed on hold if issues arise with related contracts.
Issues
Users report they are not able to search the Knowledge Base.


NEW QUESTION # 237
You need to create an entitlement template. In System Settings, you navigate to Service Management.
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
Graphical user interface, text, application Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entitlements-templates


NEW QUESTION # 238
You need to choose the appropriate actions when using the knowledge base.
Which actions should you choose? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation
Box 1: Email the knowledge base article to the customer
Support representatives must use the knowledge base first to try to solve issues.
The knowledge base article that is used to resolve a case must always be sent to the customer.
Box 2: Link to resolved case
Support representatives must be able to reference the knowledge base when it is used to resolve the case.
Box 3: Create a knowledge base article
If the answer is not in the knowledge base, a support representative needs to create a knowledge base article.


NEW QUESTION # 239
......

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