The MB-230 Microsoft Dynamics 365 Customer Service Functional Consultant certification exam offers you a unique opportunity to learn new in-demand skills and knowledge. By doing this you can stay competitive and updated in the market. There are other several Microsoft MB-230 certification exam benefits that you can gain after passing the Microsoft MB-230 Exam. Are ready to add the MB-230 certification to your resume? Looking for the proven, easiest and quick way to pass the MB-230 Microsoft Dynamics 365 Customer Service Functional Consultant exam? If you are then you do not need to go anywhere. Just download the MB-230 Questions and start MB-230 Microsoft Dynamics 365 Customer Service Functional Consultant exam preparation today.

The MB-230 exam is designed to test the competency of candidates in multiple areas, including customer service management, case management, knowledge management, and service level agreements. The exam comprises of 40-60 multiple-choice questions, and the time duration is 180 minutes. The exam is available in multiple languages, including English, Spanish, French, German, Japanese, and Simplified Chinese.

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q113-Q118):

NEW QUESTION # 113
You have a Microsoft Dynamics 365 environment that has no customization.
You are working in the interactive service hub with a single-stream dashboard for cases.
Which option can you use to filter cases?

  • A. Business process stage
  • B. Category
  • C. Product
  • D. T.tle

Answer: A


NEW QUESTION # 114
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:

1 - Navigate to Sattings, and then select solotions.Verify that the case entity is in the solution.
2 - In the solution, navigate to the case entity and select Charts
3 - Creat and configure the chart


NEW QUESTION # 115
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. Give users the option to unsubscribe from different features of the survey.
  • C. Set the Allow unsubscribe setting to Yes.
  • D. Configure the survey to display when Dynamics 365 customers receive email and enable the Unsubscribe option.

Answer: C,D

Explanation:
Section: Topic 4, Configure Voice of the Customer
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advanced- survey#add-the-unsubscribe-option-to-a-survey


NEW QUESTION # 116
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 Phone.
    Set the value of the Total terms value to 20.
  • B. 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.
  • 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 10.
    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 20.

Answer: D


NEW QUESTION # 117
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. Private
  • B. Personal
  • C. Public
  • D. Business unit

Answer: A

Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queuesmanage-ac


NEW QUESTION # 118
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