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Microsoft MB-230 exam covers various topics that include configuring case management, configuring queues, creating and managing knowledge articles, creating and managing entitlements, configuring service level agreements, and creating and managing surveys. MB-230 exam also covers topics related to integrating Dynamics 365 Customer Service with other applications, such as Microsoft PowerApps and Microsoft Flow.

To be eligible to take the MB-230 exam, individuals must have a working knowledge of the Dynamics 365 platform, as well as experience in customer service operations. MB-230 Exam is ideal for professionals who are seeking to enhance their skills in customer service management, and who want to demonstrate their proficiency in the Microsoft Dynamics 365 platform. Passing the MB-230 exam validates an individual’s expertise in customer service management, and demonstrates their commitment to ongoing professional development.

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Microsoft MB-230 Exam is an essential certification for individuals who want to specialize in customer service management using Microsoft Dynamics 365. Passing MB-230 exam will validate your expertise in designing and implementing customer service solutions and put you on the path to a rewarding career as a Microsoft Dynamics 365 Customer Service Functional Consultant.

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q287-Q292):

NEW QUESTION # 287
What should managers use to perform weekly reviews with case representatives?

A. Agent Insights
B. Customer Service Performance dashboard
C. Tier 1 dashboard
D. Connected Customer Service dashboard

Answer: A

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/intraday-agents-insights

NEW QUESTION # 288
You are a Dynamics 365 for Customer Service administrator.
Your company requires a new phone-to-case business process flow for customer service representatives to follow.
The stages are as follows:
Verification
Acknowledgement and research
Resolution
Customer service representatives must send an email to the customer when a case enters the acknowledgement-and-research stage.
You need to create the required business process flow and components.
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:

1 - Create and activate the case-,,,,,
2 - Create a new business process flow record for the case entity.
3 - Create and activate the process flow with,,,,,
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/create-business-process-flow
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/workflow-processes

NEW QUESTION # 289
A company deploys Dynamics 365 Customer Service. The company plans to use IoT to collect information about manufacturing equipment.
Work orders must be automatically generated when malfunctions are detected to ensure that malfunctions are corrected quickly.
You need to design a Connected Customer Service solution.
What should you use? To answer, drag the appropriate implementation types to the correct requirements. Each implementation 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
Box 1: Azure IoT Central
Microsoft Azure IoT Central enables builders to configure rules and actions. Based on those actions, IoT alerts will be created in Connected Customer Service. Also, based on service activities in Connected Customer Service, information can be sent back to IoT Central. This is accomplished by using Power Automate, a SaaS offering for automating workflows across applications and services.
Box 2: Azure IoT Hub
Connected Customer Services uses the IoT Hub to manage the state of registered devices. In addition, the IoT Hub sends commands and notifications to connected devices-and tracks message delivery with acknowledgment receipts. Device messages are sent in a durable way to accommodate intermittently connected devices.
Box 3: Power Automate
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-overview

NEW QUESTION # 290
A customer's entitlement is not available to assign to a case.
You need to determine the cause of the customer's issue.
What are two possible reasons for the issue? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. The entitlement is set as the default
B. The entitlement is expired
C. The entitlement is active
D. The entitlement was renewed
E. The entitlement is in waiting status

Answer: B,E

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer

NEW QUESTION # 291
You are a system administrator for Dynamics 365 for Customer Service.
All child cases must inherit the product, customer name, case title, and case type from the parent case. Parent cases must not be closed until all child cases are closed.
You need to configure cases.
What should you do?

A. Set the closure preference setting to Don't allow parent case closure until all child cases are closed.
B. Set the closure preference setting to Don't allow parent case closure until all child cases are closed. In Settings, navigate to Customizations. On the case entity, update the Incident-Incident Resolution case relationship field mapping to include the fields.
C. Add the product and case type fields as fields that child cases will inherit from the parent case. Set the closure preference setting to Don't allow parent case closure until all child cases are closed.
D. Create a business rule.

Answer: C

NEW QUESTION # 292
......

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Exam MB-230 Guide | Valid Braindumps MB-230 Book

Free PDF Unparalleled Microsoft - MB-230 - Exam Microsoft Dynamics 365 Customer Service Functional Consultant Guide

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q287-Q292):

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