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Microsoft MB-230 Exam

Certification Provider: Microsoft
Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant
Number of questions in our database: 240
Exam Version: May. 26, 2023
MB-230 Exam Official Topics:
  • Topic 1: Describe Process of Record Creation and Update Rules
  • Topic 2: configure Queues, Holiday Schedule, Holiday Schedule, Customer Service Schedule
  • Topic 3: Configure User Work Hours, Categories and Subjects, Customer Service Security Roles, Goal Management Components
  • Topic 4: Configure Processes, Custom Business Process Flows
  • Topic 5: Implement Business Process Flows from Microsoft AppSource
  • Topic 6: Create and Configure Customer Service Visualizations Configure Customer Service Content Pack for Power BI, Customer Service Dashboards
  • Topic 7: Design and Create Customer Service Charts/ Execute and Analyze Customer Service Reports

Free Microsoft MB-230 Exam Actual Questions

The questions for MB-230 were last updated On May. 26, 2023

Question #1

You implement Dynamics 365 Customer Service for a call center.

The call center supervisor has the following requirements for the Customer Service workspace functionality:

* Automate agents' repetitive tasks.

* Enable agents to share knowledge articles with customers.

You need to ensure that the implementation meets the requirements.

Solution: Create a macro with an Omnichannel connector.

Does the solution meet the goal?

Reveal Solution Hide Solution
Correct Answer: A

Question #2

A company uses Omnichannel for Customer Service. An administrator creates a report. You must change reports to intraday insight reports without using customization. You need to determine why you are unable to switch to the intraday insight reports. What is the issue?

Reveal Solution Hide Solution
Correct Answer: D

Question #3

A company uses Dynamics 365 Customer Service.

Telemetry on agent case resolution time reveals that agents spend 20 minutes on average resolving cases. Analysis determines that resolution duration is increased because agents are often required to view and modify data on the related account.

The company requires a solution that allows agents to enter data in a single screen and edit multiple records without navigating to each record.

You need to create the solution.

Which two actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point

Reveal Solution Hide Solution
Correct Answer: D

Question #4

You use multiple workspaces within Dynamics 365 Customer Service insights.

You need to switch workspaces.

What should you do?

Reveal Solution Hide Solution
Correct Answer: C

As an owner of a workspace, you launch sharing of a workspace by going to the My workspaces panel, hovering your mouse over the workspace name, and then selecting the share icon to open a dialog. From there, you add any users from your company's Azure Active Directory. Any viewers will receive an email notifying them with a link to the workspace.

Question #5

A trucking company uses a custom table named Leased Truck in Dynamics 365 Customer Service to capture leasing details. The company is implementing Connected Customer Service for Azure IoT Hub to track the leased trucks.

You need to configure the custom table Leased Truck for IoT integration.

Which two methods achieve the goal? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

Reveal Solution Hide Solution
Correct Answer: C, D

IOT enabling an entity type

Dynamics 365 entities can be associated to IoT entities so that within Dynamics 365 they can participate in IoT-related business processes and analyses. There are two methods of ''IoT enabling'' a Dynamics 365 entity; you can:

* (D) Programmatically form an association through the standard Dynamics 365 Connection entities capability. You can alternatively accomplish this same association through the administration UI; for more information, see Create connections to view relationships between records.

* (C) Call the IoT -- Register Custom Entity action to associate an entity with an existing or new IoT Device.

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