Pass Your Microsoft Dynamics 365 MB-230 Exam Easily with Accurate PDF Questions [Jul 29, 2023]
MB-230 Certification Exam Dumps Questions in here
The Microsoft MB-230 exam is designed for individuals who aspire to be certified as a Microsoft Dynamics 365 Customer Service Functional Consultant. This exam evaluates the candidate’s ability to design and configure customer service solutions, manage case lifecycles, integrate customer service with other Dynamics 365 applications, and manage data and analytics. The MB-230 exam is intended for candidates who have a strong understanding of Dynamics 365 Customer Service features and capabilities and have experience in implementing and configuring these features in a customer service environment.
The Microsoft MB-230 exam is designed for individuals who want to become Microsoft Dynamics 365 Customer Service Functional Consultants. This certification exam is a great way to demonstrate your knowledge and expertise in customer service management. The exam covers a wide range of topics, including customer engagement, service level agreements, case management, and knowledge management. It is an excellent opportunity for professionals to showcase their skills in customer service management and advance their careers.
NEW QUESTION # 20
You are a Dynamics 365 for Customer Service administrator.
You need to import cases from a file without applying routing rules.
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 - Add a column named Route Case to the import file
2 - Add the value No for cases that must not be routed
3 - Save and import the import file
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/create-rulesautomatically-route-cases
NEW QUESTION # 21
You are configuring a single business process flow in Dynamics 365 for Customer Service.
You need to design the business process flow.
What should you do?
- A. Combine multiple conditions in a rule by using both the AND and OR operators.
- B. Use 40 steps per stage.
- C. Merge peer branches to a single stage when merging branches.
- D. Span the process across 10 unique entities.
Answer: C
Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/enhance-business-processflows-branching
NEW QUESTION # 22
You are a Dynamics 365 for Customer Service administrator.
You need to import cases from a file without applying routing rules.
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/create-rulesautomatically
NEW QUESTION # 23
Hotspot Question
You are a Dynamics 365 Customer Service administrator.
Users inform you about situations in which child cases are not working correctly.
You need to configure the system to correct the issues.
What should you do in each situation? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child- cases
NEW QUESTION # 24
You need to create the dashboards.
Which dashboard types should you use? To answer, drag the appropriate dashboard types to the correct scenario. Each dashboard 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:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-dashboard
NEW QUESTION # 25
Which two statements regarding standard service-level agreements (SLAs) are true? Each correct answer presents a complete solution.
- A. Standard SLAs record failure time on the entity record itself.
- B. You must use an enhanced SLA to define multiple success criteria.
- C. You can create SLAs for entities other than the Case entity.
- D. You can only pause enhanced SLAs.
Answer: C,D
Explanation:
https://community.dynamics.com/365/b/dynamics365enterprisecloudfronts/posts/how-to-pause- sla-in-dynamics-365
NEW QUESTION # 26
Hotspot Question
You are implementing Omnichannel for Customer Service for a hospital.
Each customer service agent has a chat capacity of 200.
The implementation requirements are as follows:
Each agent can take no more than two chats at a time.
A new conversation must auto assign to an available agent.
You need to select the conversation options to meet the requirements.
Which options should you configure?
Answer:
Explanation:
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/unified-routing-work-distribution
NEW QUESTION # 27
You view the interactive dashboard in the Microsoft Dynamics 365 Customer Service Hub.
Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 28
You implement the Unified Service Desk (USD). You plan to implement actions and replacement parameters.
Which three symbols are valid replacement keys? Each correct answer presents a complete solution.
- A. +
- B. ^
- C. $
- D. ~
- E. -
Answer: A,B,C
NEW QUESTION # 29
You are a customer service manager for a company using Dynamics 365 for Customer Service.
You need to set up queues to manage support. You assign a team to each queue.
What type of queue should you configure?
- A. Business unit
- B. Private
- C. Personal
- D. Public
Answer: B
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queuesmanage-activities-cases
NEW QUESTION # 30
You are creating surveys for Voice of the Customer (VoC).
You need to configure VoC to ensure that recipients can unsubscribe to surveys.
Which two survey features should you use? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
- A. Add an Unsubscribe check box after each question.
- B. Set the Allow unsubscribe setting to Yes.
- C. Configure the survey to display when Dynamics 365 customers receive email and enable the Unsubscribe option.
- D. Give users the option to unsubscribe from different features of the survey.
Answer: B,C
Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey#add-the-unsubscribe-option-to-a-survey
NEW QUESTION # 31
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet 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.
You are implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2.
You need to set up the queues to meet the following requirements:
- Users must have their own queues that no one else can access.
- Users must not be able to view each other's queue.
- Users must be able to work from the support queue.
Solution:
- Set up each user queue to be private.
- Set up level1 and level2 queues to be public and add applicable members.
- Set up the support queue to be private.
Does the solution meet the goal?
- A. Yes
- B. No
Answer: A
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage- activities-cases
NEW QUESTION # 32
You are a Dynamics 365 for Customer Service system administrator.
You need to create service-level agreements (SLAs) to meet company requirements.
What SLA types should you use? To answer, drag the appropriate SLA types to the correct requirements. Each SLA type may be usedonce, 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
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-levelagree
NEW QUESTION # 33
You are helping a company implement Power Virtual Agents with Omnichannel for Customer Service.
The company has a chatbot that escalates to a manager if a customer wants to escalate from a chatbot.
You need to configure a prerequisite before you can implement the chatbot.
Which prerequisite should you configure?
- A. Configure a Microsoft Teams support channel for the chatbot.
- B. Configure context variables for a chatbot.
- C. Create one chatbot in one queue with the chatbot having the highest capacity over human capacity.
- D. Create one chatbot in one queue with a human having a higher capacity over the chatbot.
- E. Configure an SMS channel for a chatbot.
Answer: B
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent
NEW QUESTION # 34
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet 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.
Your company provides clients with Dynamics 365 for Customer Service Voice of the Customer employee satisfaction surveys. The company has a standardized set of survey questions named Satisfaction Survey.
You need to customize the survey for each client.
Solution: Create custom question types. Add the custom question types to a new survey. Customize the questions.
Does the solution meet the goal?
- A. Yes
- B. No
Answer: B
NEW QUESTION # 35
You are a Dynamics 365 for Customer Service administrator. You enable full-text, relevance, and category search.
You need to use the knowledge base search control to locate knowledge base articles that contain each of the following words anywhere in an article, regardless of which product an article refers to:
Elevator
Motor
Sizing
How should you configure the search? 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-engagement/basics/relevance-search-results
NEW QUESTION # 36
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet 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.
You are configuring a business process flow for a case entity.
All cases must be flagged for review.
You need to complete configuration of the business process flow.
Solution: Set the input parameter type as Option set for the action.
Does the solution meet the goal?
- A. Yes
- B. No
Answer: B
Explanation:
Section: Topic 1, Perform Configuration
NEW QUESTION # 37
You are a customer service representative working with cases in Dynamics 365 for Customer Service.
You need to manage multiple lists of cases.
Which actions should you perform? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 38
You send surveys to customers who have opened cases within the past month.
You need to send a summary of the survey results to individuals who do not have a Dynamics
365 license.
What are two possible ways to achieve the goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
- A. Run the survey summary report. Send a link to the report from within Dynamics 365.
- B. Run the survey summary report. Print the report to a PDF file. Send the PDF file to the users.
- C. Run the summary report. Export the report to Microsoft Excel. Send the Excel file to the users.
- D. Create a dashboard of the survey summary reports and share the dashboards with the users.
- E. Create a view with the data, and then email a link.
Answer: B,C
NEW QUESTION # 39
You need to search for answers to customer claims.
Which type of search should you perform?
- A. Quick Find
- B. Related
- C. Case Relationships
- D. Detail
- E. Timeline
Answer: B
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/search-knowledge-articles-csh#knowledgebase-search-control
NEW QUESTION # 40
You need to configure the system to store answers about claims.
Which four actions should you perform in sequence? To answer, move all actions from the list to the answer area and arrange them in the correct order.
Answer:
Explanation:
1 - Creat an article.
2 - Make for review
3 - Approve the article.
4 - Publish the article.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledge-article
NEW QUESTION # 41
A customer service organization plans to implement knowledge management for a custom entity named Root Cause Analysis.
Users must be able to search, link, and rate knowledge articles. Users must be provided with suggested knowledge articles.
You need to configure Dynamics 365 for Customer Service.
Which three actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
- A. Add a lookup to the article entity.
- B. Navigate to the Knowledge Base Management Settings wizard.
Then, navigate to Record types and select Root Cause Analysis. - C. In Solution Explorer, expand the Root Cause Analysis entity and select Forms.
Edit the main form and configure a knowledge base search control. - D. In Solution Explorer, expand the Root Cause Analysis entity and select Forms.
Edit the main form and configure a subgrid for knowledge articles. - E. In Solution Explorer, select the Root Cause Analysis entity and then select Knowledge management.
Answer: B,C,E
NEW QUESTION # 42
You are configuring Dynamics 365 Customer Service workspaces.
Users want to use minimal keystrokes and easy-to-use navigation to open multiple sessions.
You need to configure the simplified navigation experience.
What should you do?
- A. Configure the settings in the Agent Experience area of the Customer Service Hub.
- B. Run the simplified navigation settings code in the browser console window within Dynamics 365 Customer Service.
- C. Enable the appropriate features in the Power Platform admin center of the Dynamics 365 Customer Service environment.
- D. Configure the settings in the administration console.
Answer: D
Explanation:
Customize Customer Service workspace
You can use your browser's developer tools to customize some aspects of the Customer Service workspace.
Turn on the enhanced multisession workspace (preview)
With Customer Service workspace open, press the F12 key to open the developer tools window.
In the console window, type the following command and press Enter: Xrm.Utility.getGlobalContext().saveSettingValue("msdyn_MultiSessionLayoutImprovements",true) Refresh the app page.
Note: If you turn on the enhanced multisession workspace, the enhanced experience applies in both Customer Service workspace and Omnichannel for Customer Service.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/csw-overview#turn-on-the-enhanced-multisession-workspace-preview
https://docs.microsoft.com/en-us/dynamics365/customer-service/csw-overview#simplify-navigation-in-customer-service-workspace
NEW QUESTION # 43
......
The exam consists of 40-60 multiple-choice questions, and the candidate has 150 minutes to complete it. The exam covers various topics, including customer service concepts, service level agreements, case management, knowledge management, queues, entitlements, voice of the customer, and integration with other applications. The candidate needs to score at least 700 out of 1000 to pass the exam.
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