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MB-230 Dumps - Microsoft Dynamics 365 for Customer Service Practice Exam Questions

Microsoft MB-230 - Microsoft Dynamics 365 for Customer Service Braindumps

Microsoft MB-230 - Dynamics 365 for Customer Service Functional Consultant Associate Practice Exam

  • Certification Provider:Microsoft
  • Exam Code:MB-230
  • Exam Name:Microsoft Dynamics 365 for Customer Service Exam
  • Total Questions:309 Questions and Answers
  • Updated on:Nov 22, 2024
  • Product Format: PDF & Test Engine Software Version
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Microsoft MB-230 This Week Result

MB-230 Question and Answers

Question # 1

What should managers use to perform weekly reviews with case representatives?

Options:

A.  

Tier 1 dashboard

B.  

Agent Insights

C.  

Connected Customer Service dashboard

D.  

Customer Service Performance dashboard

Discussion 0
Question # 2

You need to configure the options for the schedule.

Which options should you configure? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Question # 2

Options:

Discussion 0
Question # 3

You need to configure OmniChannel to route correctly.

Which options should you use? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Question # 3

Options:

Discussion 0

PDF vs Software Version

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MB-230 FAQs

Exam MB-230 is the Microsoft Dynamics 365 Customer Service Functional Consultant exam, designed for functional consultants with customer service expertise.

Candidates are responsible for implementing solutions focusing on customer service, quality, reliability, efficiency, and customer satisfaction.

Candidates should have strong knowledge of cases, knowledge management, queues, entitlements, resource scheduling, SLAs, AI insights and visualizations, connected services, Microsoft Copilot Studio, Customer Service applications, Customer Voice, basic and unified routing, and Omnichannel for Customer Service.

A functional consultant should have a comprehensive understanding of the customer service application's role in relation to the Dynamics 365 suite of apps and a basic understanding of the solution architecture.

 

The English language version of this exam was last updated on March 18, 2024.

The passing score for Exam MB-230 is 700.

The exam is available in English, German, French, Spanish, Portuguese (Brazil), Italian, Japanese, and Chinese (Simplified).

 

The exam costs $165 USD, although the price may vary based on the country or region where the exam is proctored

Key technical tasks include managing cases and Knowledge Management, managing entitlements and SLAs, implementing scheduling, multi-session experiences for Customer Service, managing analytics, visualizations, and insights, implementing Microsoft Power Platform, Connected Customer Service, and routing.

  • Skills measured include managing cases and Knowledge Management (15–20%)
  • Managing entitlements and SLAs (1–5%)
  • Implementing scheduling (10–15%)
  • Multi-session experiences for Customer Service (30–35%)
  • Managing analytics, visualizations, and insights (10–15%)
  • Implementing Microsoft Power Platform (5–10%)
  • Connected Customer Service (1–5%), and routing (10–15%)

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