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  • MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant

Microsoft MB-230 Exam Questions

Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant
Exam Code: MB-230
Related Certification(s):
  • Microsoft Dynamics 365 Certifications
  • Microsoft Dynamics 365 Customer Service Functional Consultant Associate Certifications
Certification Provider: Microsoft
Number of MB-230 practice questions in our database: 298 (updated: Sep. 03, 2024)
Expected MB-230 Exam Topics, as suggested by Microsoft :
  • Topic 1: 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 2: Manage entitlements and SLAs: This domain includes how to create and manage entitlements, activate and deactivate entitlements, configure SLA settings, apply SLAs, and enable tables for enhanced SLAs.
  • Topic 3: Implement Scheduling: This domain covers how to set up service scheduling, define business closures, set up resources, work hours, facilities and equipment, and categories and characteristics in addition to implementing and scheduling schedule boards.
  • Topic 4: Implement multi-session experiences for Customer Service: This domain covers how to deploy omnichannel for customer service, managing a chat widget, pre-chat surveys, proactive chat, and the voice channel. Moreover, this domain covers configuring agent productivity tools and agent workspaces with agent productivity AI capabilities.
  • Topic 5: Manage analytics, visualizations, and insights: This domain covers how to configure insights, configure historical analytics, configure and build reports, and omnichannel insights.
  • Topic 6: Implement Microsoft Power Platform: This module covers how to create and configure forms, configure views, configure site maps, and columns. It covers creating custom apps and deploying Microsoft Copilot Studio components and concepts in addition to integrating Microsoft Copilot Studio with Dynamics 365 Customer Service.
  • Topic 7: 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 8: 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.
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Sherita

8 days ago
Passing the Microsoft Dynamics 365 Customer Service Functional Consultant exam was a great achievement for me, and I owe a big thanks to Pass4Success for their helpful practice questions. The topics on managing entitlements and SLAs were key for the exam, and I remember a question on enabling tables for enhanced SLAs that had me a bit unsure. Nevertheless, I successfully passed the exam.
upvoted 0 times
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Mari

10 days ago
Passed the Microsoft Certified Customer Service Functional Consultant exam! Focus on understanding unified routing and how to configure work streams. Expect questions on customizing forms and views in the Customer Service Hub. Know how to set up and use Voice of the Customer surveys. Pass4Success's practice tests really helped me nail these topics quickly!
upvoted 0 times
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Kristin

1 months ago
My exam experience was successful as I utilized Pass4Success practice questions to prepare for the Microsoft Dynamics 365 Customer Service Functional Consultant exam. The topics on managing cases and knowledge management were crucial for the exam, and I found the question on converting activities to cases particularly challenging. Despite my uncertainty, I was able to pass the exam.
upvoted 0 times
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Lavonda

1 months ago
Successfully completed the D365 Customer Service exam! Expect scenario-based questions on SLAs and entitlements - know how to configure and apply them. Be familiar with Omnichannel capabilities and channel integration. Study customer service analytics and dashboards thoroughly. Pass4Success's exam dumps were invaluable for my last-minute preparation!
upvoted 0 times
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Millie

2 months ago
Just passed the MS Dynamics 365 Customer Service exam! Key topic: Case management. Expect questions on case routing and escalation rules. Study the different automation options available. Thanks to Pass4Success for the spot-on practice questions that helped me prepare quickly!
upvoted 0 times
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Sabine

2 months ago
I recently passed the Microsoft Dynamics 365 Customer Service Functional Consultant exam with the help of Pass4Success practice questions. The exam covered topics such as managing cases and knowledge management, as well as managing entitlements and SLAs. One question that stood out to me was related to configuring SLA settings. I wasn't completely sure of the answer, but I still managed to pass the exam.
upvoted 0 times
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Launa

3 months ago
Just passed the Microsoft Dynamics 365 Customer Service Functional Consultant exam! Watch out for questions on configuring case management settings - know how to set up queues and routing rules. Understand the differences between knowledge articles and KB templates. Be prepared to identify steps for implementing chatbots using Power Virtual Agents. Thanks to Pass4Success for the spot-on practice questions that helped me prepare quickly!
upvoted 0 times
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Free Microsoft MB-230 Exam Actual Questions

Note: Premium Questions for MB-230 were last updated On Sep. 03, 2024 (see below)

Question #1

A company uses Dynamics 365 Customer Service.

Agents provide incorrect responses when replying to customer issues.

You need to configure quick replies.

What should you do?

Reveal Solution Hide Solution
Correct Answer: A

Question #2

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.

A company has a Customer Service environment and implements historical analytics reports.

Users report that they are not able to access the historical analytics reports.

You need to ensure users can access the reports.

Solution: Modify the historical analytics report to display to the users.

Does the solution meet the goal?

Reveal Solution Hide Solution
Correct Answer: B

Question #3

A customer service manager wants to find out how agents describe the reasons that customers call in for support. The manager also wants topics to be automated.

You need to ensure that the manager's requirements are met.

What should you configure?

Reveal Solution Hide Solution
Correct Answer: D

Question #4

A company has a Customer Service deployment. The company plans to implement the following:

* Al suggestions for contacts in Teams.

* Training information about the capabilities of suggestions.

You need to identify the scenarios where the relevant contacts will be provided to users. Solution: The number of similar cases that the suggested contacts have resolved. Does the solution meet the goal?

Reveal Solution Hide Solution
Correct Answer: A

Question #5

A company implements Customer Service

You enable Customer Service historical analytics.

You need to identify which feature is enabled automatically when Customer Service historical analytics is enabled.

Which feature should you identify?

Reveal Solution Hide Solution
Correct Answer: A

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