[Dec 24, 2021] MB-230 Exam Dumps - Try Best MB-230 Exam Questions - ExamPrepAway
Verified MB-230 exam dumps Q&As with Correct 160 Questions and Answers
Microsoft MB-230: Target Audience and Prerequisites
The candidates for this certification exam are Dynamics 365 Customer Service Functional Consultants. These professionals cooperate with the Customer Engagement Administrators to upgrade and implement different components of Power Platform, which include customer feedback, connected services, and knowledge management.
The Microsoft MB-230 exam is an associate-level certification test, which means that it does not have any official prerequisites. However, the students should have extensive knowledge of customer services. These include understanding the industry terminologies, standards, priorities, methodologies, best practices, and customer service operations. They should also have practical skills in meeting the needs of users through the Dynamics 366 customer service. These cover the areas, such as cases, resource scheduling, knowledge management, and Customer Service Insights. In addition, the learners should be conversant with entitlements, queues, visualization, Omnichannel for Customer Service, Power Virtual Agents, and Service Level Agreements.
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 |
| Implement Power Virtual Agents | - describe Power Virtual Agents components and concepts - integrate Power Virtual Agents with Dynamics 365 Customer Service- escalate conversations to a live agent |
| Manage channels | - describe use cases for the Channel Integration Framework - configure channels - enable the chat widget on websites - configure pre-chat surveys - configure proactive chat - configure Secure Message Service (SMS) |
NEW QUESTION 87
You are a Dynamics 365 for Customer Service administrator. You are using Voice of the Customer and are reviewing survey A survey responder marked 10 percent for overall satisfaction.
You need to ask additional questions based on the response.
Which four 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/voice-of-customer/design-advancedsurvey
NEW QUESTION 88
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. Public
- C. Personal
- D. Business unit
Answer: A
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up- queues-manage-activities-cases
NEW QUESTION 89
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:
1 - Ensure the entity is enabled for SLA.
2 - Create a quick view form for each SLA KPI instance field.
3 - Add the quick view forms to the primary entity form.
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/add-timer-forms-tracktime-against-enhanced-sla
NEW QUESTION 90
You are a customer service representative using Dynamics 365 for Customer Service.
You need to identify and eliminate duplicate cases.
What should you do?
- A. Use parent-child case relationships
- B. Configure Dynamics 365 AI for Customer Service
- C. Merge cases
- D. Use business rules
Answer: D
NEW QUESTION 91
You manage a Dynamics 365 for Customer Service environment.
The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entitlement.
You need to create the entitlement for the customer.
What should you do?
- A. Create a new template with the dates and terms. Activate the template.
- B. In the old entitlement, zero out the remaining terms and the total terms. Activate the entitlement.
- C. Make a copy of the old entitlement. Activate the copy.
- D. Add the new end date to the current entitlement and set new terms. Activate the entitlement.
- E. Delete the old entitlement. Create a new entitlement template.
Answer: D
NEW QUESTION 92
You are creating a survey using Voice of the Customer.
You need to embed the survey into a website and make it available to your customer.
What should you do?
- A. Create the website. Add the URL to the Dynamics 365 site in your website.
- B. Create a webpage on the website. Add the URL to link the Voice of the Customer Question: 78
- C. Create your Dynamics 365 portal. Display the Voice of the Customer page from within the main website page.
- D. Add the iFrame URL to your website.
- E. Create an iFrame URL. Copy the HTML code to an iFrame in your website.
Answer: E
Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/distribute-survey
NEW QUESTION 93
You are a Dynamics 365 for Customer Service administrator.
Your company is trying to determine whether it needs to use standard or enhanced service-level agreements (SLAs).
You need to configure SLAs based on the requirements.
Which type of SLAs should you use? To answer, select the appropriate option in the answer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 94
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 a Dynamics 365 for Customer Service system administrator for Contoso, Ltd.
You need to automatically create cases from emails sent to the [email protected] email address.
Solution: Configure Dynamics 365 to automatically send responses to customers when the record is created.
Does the solution meet the goal?
- A. Yes
- B. No
Answer: B
NEW QUESTION 95
A company has the following business units:
* Call center
* Customer service
* Digital response
* Escalation
The security roles have not been modified. The customer service business unit is the parent of all other business units. Each business unit has its own queues. Customer service cases are routed to the appropriate individuals by using the queues.
You need to ensure that a specific user within the customer service business unit can read all queues within the parent and child business units.
Which security role should you assign to the user?
- A. System customizer
- B. Scheduler
- C. Customer service manager
- D. Customer service representative
Answer: C
NEW QUESTION 96
You need to select which setting needs to be configured for each setup.
Which settings should you select? 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/create-workstreams
https://docs.microsoft.com/en-us/dynamics365/customer-service/enable-skill-routing-create-rating-model
NEW QUESTION 97
You use Dynamics 365 for Customer Service.
You need to merge cases.
What is the outcome for the merge process? To answer, select the appropriate configuration in the answer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 98
You are a customer service agent in a call center.
AH customer service agents use Unified Service Desk (USD) to respond to calls.
You need to respond to two calls from two different customers at the same time.
What should you do?
- A. Create one session for each customer.
- B. Create one session and add each customer to the related customer sub grid.
- C. Create two sessions and use connections to create a relationship between them.
- D. Create one session and add each customer to a separate section on the form.
Answer: A
NEW QUESTION 99
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:
Explanation
Graphical user interface, text, application Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent
NEW QUESTION 100
You are creating a survey using Voice of the Customer.
You need to embed the survey into a website and make it available to your customer.
What should you do?
- A. Create your Dynamics 365 portal.
Display the Voice of the Customer page from within the main website page. - B. Create a webpage on the website.
Add the URL to link the Voice of the Customer questions from Dynamics 365. - C. Add the iFrame URL to your website.
- D. Create the website.
Add the URL to the Dynamics 365 site in your website. - E. Create an iFrame URL.
Copy the HTML code to an iFrame in your website.
Answer: E
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of- customer/distribute-survey
NEW QUESTION 101
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 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
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-levelagree
NEW QUESTION 102
You need to configure the system to notify managers about unhappy patients.
What should you do?
- A. Configure Omnichannel Insights.
- B. Set a routing rule for escalations.
- C. Change the value of the Monitor real-time customer sentiment option to Yes.
Answer: C
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/oc-monitor-real-time-customer-sentimentsessions
NEW QUESTION 103
You need to enable the Map view for the schedule board. What should you do first?
- A. Enable service territories.
- B. Enable the connection to Bing Maps.
- C. Select a resource details view.
- D. Enable Custom Geolocation.
Answer: B
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/field-service/configure- schedule-board
NEW QUESTION 104
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. Span the process across 10 unique entities.
- C. Merge peer branches to a single stage when merging branches.
- D. Use 40 steps per stage.
Answer: C
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/enhance-business-processflows-
NEW QUESTION 105
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