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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.

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Microsoft MB-230 Exam Overview

Though there are no requirements for admission to the MB-230 test, it is part of the requirements for Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. Before sitting for MB-230 exam, you have to pass the PL-200 test. Both are a necessity to apply for a position of Functional Consultant, but if the PL-200 exam is focused on the Microsoft Power Platform, MB-230 exam in its turn is all about Microsoft Dynamics 365 Customer Service. Each of the exams will cost you $165 and before passing them you need to create an account with Microsoft and to schedule the required exam via Pearson VUE.

It assesses the candidate’s knowledge and skills to cooperate with solution architects and customer engagement administrators, as such specialists should be proficient in working with service management virtualization and reports, as well as know all best practices to meeting the customers’ needs.

Moving forward, exam MB-230 contains 40-60 questions which you are to complete within 130 minutes. The format of this test includes multiple-choice or multiple select questions, case studies or fill-in blanks, among many.

If you want to ace this exam, you must score at least 700 points on a scale of 1000. However, if you fail to pass the test on your first attempt, then you must wait for at least 24 hours before you can retake the exam and if you are unable to pass it the second time, then you need to wait for at least 14 days before your next trying. This is the same rule that guides the retake process if you are retaking for the fourth or fifth time. Candidates are allowed to take the exam not more than five times a year. So, if you are unable to pass the exam on the fifth time, you will have to wait for a year which starts on your failure of the fifth attempt. At the same time, if you need the certificate urgently and you have exhausted the time you can do the exam in a year, you can contact Microsoft if you want to try again.

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q191-Q196):

NEW QUESTION # 191
You use Dynamics 365 for Customer Service administrator. You plan to create Voice of the Customer surveys.
You need todetermine which survey question feature is needed to complete the design of the survey.
Which survey features should you use? To answer, select the appropriate survey type in the dialog box in the answer area.
NOTE:Each correct selection is worth one point.

Answer:

Explanation:

Explanation

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey

NEW QUESTION # 192
Drag and Drop Question
You are setting up Omnichannel for Customer Service.
You need to automate the following tasks to make it easier and quicker for representatives to assist customers:
- Establish a one-step process to send a predefined email to customers
once a representative is done helping them.
- Ensure that representatives ask predefined questions to identify a
customer before troubleshooting a case.
- Have chatbots available to help make recommendations in typed
conversations.
Which tools should you use? To answer, drag the appropriate tools to the correct requirements.
Each tool 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.

Answer:

Explanation:

NEW QUESTION # 193
Hotspot Question
You are implementing Omnichannel for Customer Service for a company.
The company has the following requirements:
- The Knowledgebase article search tab must open when a new chat
conversation begins.
- The Chat Session template must be in expanded mode for the agents.
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:

NEW QUESTION # 194
You need to configure each escalation scenario.
Which configuration should you use for each scenario? 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/customer-service/configure-bot-virtual-agent

NEW QUESTION # 195
You are a Dynamics 365 for Customer Service administrator.
You must track time against enhanced service-level agreements (SLAs).
You need to add a timer.
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:

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/add-timer-forms-tracktim

NEW QUESTION # 196
......

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MB-230 Reliable Braindumps Files - MB-230 Valid Braindumps

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q191-Q196):

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