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The MB-230 exam measures the candidate's knowledge and skills in various areas of customer service, including service management, case management, queue management, entitlements, knowledge management, and analytics. MB-230 exam is designed to test the candidate's ability to implement and configure these features in Dynamics 365 Customer Service applications to meet specific business needs. MB-230 Exam contains questions that assess both theoretical knowledge and practical skills, making it a comprehensive test of the candidate's abilities.

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q300-Q305):

NEW QUESTION # 300
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: C

Explanation:
Section: Topic 3, Manage queues, entitlements, and SLAs
Explanation

NEW QUESTION # 301
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:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases

NEW QUESTION # 302
A company has satellite offices that service local areas.
Each office must have full control over its own resources.
You need to configure the organizational units to reflect the satellite office structure.
Which entities should you use to relate to the organizational units? To answer, select the appropriate options in the answer area.

Answer:

Explanation:

Explanation

NEW QUESTION # 303
You need to build a personal dashboard that displays the following charts and views:
Charts:
Number of cases by owner and priority
Products with most cases opened
Views:
Display the number of cases opened in a seven-day period
Display the number of escalated cases
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:

1 - Create the charts and views necessary to see the data requested.
2 - Open Dashboards and select New.
3 - Create a two-column regular dashboard.
4 - Select the graph icon to insert the charts and views needed in the sections of the dashboard.
Reference:
https://docs.microsoft.com/en-us/powerapps/user/track-your-progress-with-dashboard-and-charts

NEW QUESTION # 304
You need to configure the system to meet the three-day and seven-day timeframes.
What should you configure?

A. Workflows
B. Service Level Agreement conditions
C. Entitlement conditions
D. Power Automate

Answer: B

Explanation:
Cases that come in as phone calls must be resolved with seven business days.
Cases that come in as emails must be resolved within three business days.
Note: Service-level agreements (SLAs) enable businesses to track support policies and ensure customers are being supported per the support policy to which they are entitled. Businesses use SLAs to govern support products that customers either receive as part of their purchase or add on to their purchase. SLAs include policy details such as how quickly a customer is entitled to receive support, how many support requests a customer can make, and how long after purchases a customer can be supported as part of the agreement.
Note 2: Create SLAs to define conditions and actions that are applicable when an SLA is applied to an entity. The following steps are involved in creating the SLA:
Create an SLA.
Create an SLA item.
Configure actions for the SLA item.
Activate the SLA.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements
Topic 5, Lucerne Publishing
Overview
Lucerne Publishing is a publishing company in Canad
a. The company publishes books for higher education, it also invests in multiple cloud-based solutions to support the customer sen/ice, publishing, and sales departments.
Lucerne Publishing uses the following:
* The Customer Service app for the publishing customer service division.
* Omnichannel capabilities in the Customer Service app.
* Third-party apps for e-commerce so students and parents can order books or courses online.
* Customer service agents as the representatives who will resolve customer's issues using various channels.
* Resident employees who work for Lucerne Publishing and live in the buildings inside the business center.
* A technician dispatch team that includes dispatchers who review and schedule work orders and assign the work orders to resources on the schedule board.
The company has an internal division that provides repair services such as plumbing and electrical. The division provides services to the buildings inside the company business center, and some of those are used as residences by printing employees.
Customer Service _ Contact Center
The company has the following requirements:
* Improve agent response time in live chats with customers.
* improve agent productivity by automating tasks. For example, the customer service manager requests that a new case is created automatically when an agent is on a chat with a customer.
* Provide instructions for agents to use when processing book returns. The instructions must include the following; o Greet the customer.
o Automatically open the case form for the book return.
o Close the session with the customer.
* Allow agents to use different channels such as short message service (SMS), social, and call when providing service to customers.
* Enable a new text SMS channel for the agents.
* Improve the agent's capability to search using Al suggestions.
* Provide agents with real-time recommendations on similar cases and knowledge-base articles.
* Allow agents to know the customer's point of view on the service.
* Provide a solution that will identify an agent's supervisor when a customer has a negative experience.
* Improve how the agents' skills and profiles are maintained.
* Route calls to agents who can support French-speaking customers.
* Configure the French language as a skill for agents who support French-speaking customers.
* Provide access to the Omnichannel agent app and productivity tools for supervisors and agents.
* Provide the customer service supervisor with the ability to create agent scripts for Omnichannel agents and a workstream for SMS. The customer service supervisor must also be able to edit an existing workstream.
* Provide the customer service supervisor with the ability to track sentiment in real time.
* Provide agents with all suggestions on the recent contact that worked on similar cases.
Customer Service - Repairs
The company has the following requirements for repair requests:
* Dispatchers must be able to track a technician and schedule jobs for technicians based on availability.
* A dispatcher named UserA must be able to create a new view to display only unscheduled work orders. The view must be displayed only when the work orders are open-unscheduled, and the substatus is ready to dispatch work orders.
* The technician dispatch team must be able to create a Schedule tab in the schedule board.
* Dispatchers must be able to track technicians' utilization by using personal color codes.
* The field technician's security role must be field service technician.
The company reports the following issues:
* Agents spend most of their time doing repetitive tasks during support calls or chats.
* There is no guided process for agents to follow the steps when a customer calls for a book return.
* Customer service managers are not able to provide real-time recommendations to customers using Ai suggestions.
* A new channel for SMS is not sending conversations to agents. Agents are required to answer conversations manually.
* The company is not able to retain customers who have a negative experience with the customer service agents.
* Agents are not able to use the schedule board to schedule repair work orders by using a custom view.
* The skills and proficiency model are not defined for the agents. Calls from French-speaking customers are not routed to the appropriate agents.

NEW QUESTION # 305
......

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Pass Guaranteed Quiz Microsoft - MB-230 Perfect Exam Collection

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q300-Q305):

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