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Microsoft MB-230 Exam

Certification Provider: Microsoft
Exam Name: Microsoft Dynamics 365 Customer Service
Number of questions in our database: 211
Exam Version: Oct. 04, 2022
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 Oct. 04, 2022

Question #1

You are a Dynamics 365 Customer Service administrator. You are creating a customer service schedule.

You need to ensure that the schedule shows the correct time zone for available customer service hours.

What should you do?

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Question #2

A company uses Dynamics 365 Customer Service.

The schedule shows working intervals of 45 minutes. The intervals cause customer service representatives to

have too much free time during working hours. The company wants to change the intervals to every 30

minutes.

You need to configure the intervals.

What should you configure?

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Question #3

You are helping a company implement Power Virtual Agents with Omnichannel for Customer Service.

The company has a chatbot that escalates to a manager if a customer wants to escalate from a chatbot.

You need to configure a prerequisite before you can implement the chatbot.

Which prerequisite should you configure?

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Question #4

A company is implementing Omnichannel for Customer Service.

The company separates agents into teams for billing, new product inquiries, support, and warranty. The new

product team currently handles text messages, emails, and live chats from the company website.

The company plans to release a new product. Before the new product launch, the company wants to add the

ability to manage conversations coming in from Facebook and Twitter.

You need to configure the system with the least amount of effort.

What should you do?

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Question #5

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 support@contoso.com email address.

Solution: Create an automatic record creation and update rule. Set the Source type to Email, and then select the queue. Configure autoresponse settings.

Does the solution meet the goal?

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Correct Answer: A


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