Actual Microsoft MB-230 Dumps - Quick Test Preparation Tips
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Skills Measured in MB-230 Exam
The Microsoft Dynamics 365 Customer Service certification exam tests one’s knowledge of customer service. Thus, the candidates should have in-depth knowledge of the industry terminology, standards, customer service operations. They should have solid skills to meet user needs by working with Dynamics 365 customer service. To add more, they should a deep comprehension of knowledge management, SLAs, Power Virtual Agents, Customer Service Insights, as well as Omnichannel for Customer Service.
Microsoft MB-230 exam covers a range of topics, including configuring customer service, managing cases and the knowledge base, creating and managing queues, implementing entitlements and service level agreements, and using analytics and reporting tools. MB-230 Exam is designed to test your ability to use Microsoft Dynamics 365 tools and technologies to meet customer service requirements effectively.
The MB-230 certification exam covers a range of topics, including customer service, case management, knowledge management, and service level agreements. Candidates will be required to demonstrate their understanding of these areas and their ability to apply them in real-world scenarios.
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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q75-Q80):
NEW QUESTION # 75
You need to choose the appropriate actions when using the knowledge base.
Which actions should you choose? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 76
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?
Answer: B
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams
NEW QUESTION # 77
You are configuring a single business process flow in Dynamics 365 for Customer Service.
You need to design the business process flow.
What should you do?
Answer: C
Explanation:
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/enhance-business- process-flows-branching
NEW QUESTION # 78
A contact center superviser requires operations metrics by channel and sentiment analysis.
You need to install the Omnichannel insights dashboard for the company.
In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.
NOTE: More than one order of answer chokes is correct. You will receive credit for any of the correct orders you select.
Answer:
Explanation:
1 - Verify that you have administrator privileges for Power BI and Omnichannel.
2 - Install Omnichannel INsights.
3 - Connect the Omnichannel Insights for Dynamics 365 app to get the data.
4 - Configure the Power Bai dataset refresh frequency.
5 - Publish aht app for the company.
NEW QUESTION # 79
A client plans to implement a case resolution process.
Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
NEW QUESTION # 80
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