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New Release Microsoft MB-230 Dumps To Get Excellent Marks In Exam 2025
ActualCollection has formulated MB-230 PDF questions for the convenience of Microsoft MB-230 test takers. This format follows the content of the Microsoft MB-230 examination. You can read Microsoft MB-230 Exam Questions without the limitations of time and place. There is also a feature to print out Microsoft MB-230 exam questions.
Microsoft MB-230 Exam Syllabus Topics:
Topic
Details
Manage cases and Knowledge Management (20-25%)
Create and manage cases
- configure cases
- manage case lists
- create and search for case records
- convert activities to cases
- perform case resolution
- implement parent/child cases
- merge cases
- set autonumbering for customer service entities
Configure and automate cases
- implement Advanced Similarity rules
- implement record creation and update rules
- implement case routing rules
- customize the Case Resolution form
- configure Status Reason transitions
- configure business process flows- capture customer feedback by using Customer Voice
Implement Knowledge Management
- configure the Knowledge Search control
- link an article with a case
- use knowledge management to resolve cases
- manage the knowledge management article lifecycle
- manage Knowledge management articles
- configure entities for Knowledge Management
- manage Knowledge article templates
- implement knowledge search
- enable Relevance Search
- configure categories and subjects
- convert cases to knowledge articles
Manage queues, entitlements, and service-level agreements (SLAs) (15-20%)
Create and manage queues
- describe use cases for each queue type
- configure queues
- add cases and activities to queues
- configure entities for queues
- perform queue operations
Create and manage entitlements
- configure entitlements
- define and create entitlements- manage entitlement templates
- activate and deactivate entitlements- renew or cancel an entitlement
Create and manage SLAs
- define and create service-level agreements (SLAs)
- configure SLA settings
- configure a holiday schedule
- configure a customer service schedule
- implement actions by using Power Automate
- manage cases that are associated with SLAs
- manually apply an SLA
- create and manage SLA items
Implement scheduling (10-15%)
Manage resources
- configure business closures
- configure organizational units
- configure resources
- configure work hours
- configure facilities and equipment
Manage services
- define services
- schedule a service activity
- configure fulfillment preferences
- create a schedule board
- schedule a service activity by using the schedule board
Implement Omnichannel for Customer Service (30-35%)
Deploy Omnichannel for Customer Service
- provision Omnichannel for Customer Service
- define user settings
- configure application setting
- manage queues
- configure skills-based routing
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 certification exam is intended for individuals who have experience working with Dynamics 365 Customer Service solutions and are responsible for configuring and customizing the application to meet specific business requirements. MB-230 exam covers various topics such as managing cases and the knowledge base, configuring queues, entitlements, and service-level agreements, implementing omnichannel solutions, and integrating Microsoft Dynamics 365 with other Microsoft applications. Passing the MB-230 exam demonstrates that the candidate has a thorough understanding of the Dynamics 365 Customer Service application and can effectively implement solutions to meet customer needs.
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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q310-Q315):
NEW QUESTION # 310
You are a Dynamics 365 administrator.
You need to determine which type of dashboard needs to be created for different scenarios.
Which dashboard type should you use? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Graphical user interface, text, application, email Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-dashboard
NEW QUESTION # 311
A customer has a Customer Service deployment.
The customer needs to implement macros.
You need to identify the security roles that are required to configure and use macros.
Which security roles are required? To answer, move the appropriate security roles to the correct requirements.
You may use each security role once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
NEW QUESTION # 312
You are a Dynamics 365 for Customer Service administrator.
Your company provides standard support contracts for 20 hours of email support. Phone is offered as a premium service in allotments of 10 incidents.
You need to set up an entitlement template for the standard support.
What should you configure?
- A. Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to Email. Set the value of the Total terms field to 20.
- B. Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to Phone.
Set the value of the Total terms value to 20.
- C. Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to Email. Set the value of the Total terms field to 0.
Add the Phone option.
Set the value of the Total Terms field to 10.
- D. Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to Email.
Set the value of the Total terms field to 10.
Add the Phone option. Set the value of the Total Terms field to 10.
Answer: A
NEW QUESTION # 313
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
An electrical engineering company is implementing Dynamics 365 Customer Service.
Engineers schedule work in one-hour blocks.
Engineers who complete a job before the end of the one-hour block must not be able to start a new job in that same block.
Engineers who require part of an additional one-hour block to complete a job must not be able to start a new job in that additional block.
You need to configure the fulfillment preference to meet the requirements.
Proposed solution: Create a fulfillment record and set the interval to one hour.
Does the solution meet the goal?
Answer: B
NEW QUESTION # 314
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 # 315
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