Exam MB-230 Study Guide & MB-230 Guaranteed Questions Answers

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The MB-230 exam covers a range of topics, including service management processes, case management, knowledge management, integration with other Dynamics 365 applications, and service level agreements. MB-230 exam consists of multiple-choice questions and is designed to test the candidate's practical knowledge and skills in implementing and configuring customer service applications. Passing MB-230 Exam will demonstrate the candidate's ability to provide effective customer service solutions using Microsoft Dynamics 365 Customer Service applications.

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Updated MB-230 - Exam Microsoft Dynamics 365 Customer Service Functional Consultant Study Guide

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Microsoft MB-230 Exam Syllabus Topics:

Topic	Details
Topic 1	Manage analytics, visualizations, and insights: This domain covers how to configure insights, configure historical analytics, configure and build reports, and omnichannel insights.
Topic 2	Manage cases and Knowledge Management: This domain covers how to configure cases, manage cases, create and search for case records, convert activities to cases, perform case resolution, and manage parent child cases. More topics include defining foundational Customer Service components such as security roles and service app interfaces. It includes managing knowledge article feedback with customer feedback and voice.
Topic 3	Implement Connected Customer Service: This domain covers IoT components, identifying use cases for connected customer service, , managing IoT devices, interacting with IoT devices, etc.
Topic 4	Implement routing: In this section, candidates are tested for configuring work classification and assignments including rules, user attributes including capacity profiles, and implementing basic case routing rules while managing queues.

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q176-Q181):

NEW QUESTION # 176
A customer uses Dynamics 365 for Customer Service.
Customer service representatives must be able to create knowledge base articles.
You need to ensure that all knowledge base articles are submitted for review and approval before they are made available to use.
Which four actions must be performed 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/customer-service-hubuse

NEW QUESTION # 177
You need to set up users with permissions to use the digital messaging channels.
Which role should you assign to each user? To answer, drag the appropriate roles to the correct groups of users. Each role 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.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-agent-overview
https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave1/dynamics365-customer-service/omnichannel-supervisor-experience-enhancements
https://docs.microsoft.com/en-us/dynamics365-release-plan/2021wave1/service/dynamics365-customer-service/agent-productivity

NEW QUESTION # 178
A company uses Omnichannel for Customer Service.
The company has the following requirements for their agents' conversations with customers:
Agents must verify a customer's information when a chat starts.
Auto search must be enabled for knowledgebase articles based on case title.
You need to enable agent scripts.
Which action types should you use? To answer, select the appropriate options in the answer area.

Answer:

Explanation:

NOTE: Each correct selection is worth one point.
Reference:
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/automation-dictionary-keys
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/macros
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/smart-assist

NEW QUESTION # 179
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 some 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: Configure the working hours calendar to allow one-hour resource booking blocks.
Does the solution meet the goal?

A. Yes
B. No

Answer: B

Explanation:
Instead: Proposed solution: Create a fulfillment record and set the interval to one hour.
Note: Fulfillment preferences are customizable entities that let you choose how schedule assistant results are displayed, like with neat hourly appointments or morning and afternoon time windows.
By default, the schedule assistant displays results based entirely on resource schedules and the earliest available time, such as 10:39 AM. With fulfillment preferences set to hourly, the same resource's availability shows as 11:00 AM. This makes it simpler for the scheduler to view and understand availability and communicate it to the customer.
Intervals
Intervals display schedule assistant results in neat time slots that dictate start time of subsequent bookings. When configured as 30-minute intervals, the schedule assistant will display a resource available at 9:27 AM as available at 9:30 AM and will book the start time (arrival time) for 9:30 AM. This includes travel time for onsite requirements and work orders, meaning travel time will begin before 9:30 AM, and a field resource will arrive and start work at 9:30 AM.
Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/set-up-time-groups

NEW QUESTION # 180
You are using Dynamics 365 Customer Service. You are viewing a knowledge base (KB) article from a case record. Knowledge management is set up to use an external portal.
You need to link the article to the case and share the article with the customer.
What is the solution for each requirement? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.

Answer:

Explanation:

Explanation
Text Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/find-knowledge-articles-within-record-dynamic

NEW QUESTION # 181
......

MB-230 Guaranteed Questions Answers: https://www.vceprep.com/MB-230-latest-vce-prep.html

P.S. Free 2025 Microsoft MB-230 dumps are available on Google Drive shared by VCEPrep: https://drive.google.com/open?id=1XFOcoWOoFpGWqYCGNqr9hzwOTmwhzr9w

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EXAM MB-230 STUDY GUIDE & MB-230 GUARANTEED QUESTIONS ANSWERS

Exam MB-230 Study Guide & MB-230 Guaranteed Questions Answers