[May-2023] Microsoft MB-230 DUMPS WITH REAL EXAM QUESTIONS
2023 New Actual4Labs MB-230 PDF Recently Updated Questions
The Microsoft MB-230 exam is designed for professionals who want to become Microsoft Dynamics 365 Customer Service Functional Consultants. The exam measures the candidate's knowledge and skills in implementing and configuring customer service solutions using Microsoft Dynamics 365. Passing the exam validates the candidate's expertise in customer service functionalities, such as managing cases, knowledge base, queues, entitlements, and service level agreements.
NEW QUESTION # 27
You manage Dynamics 365 for Customer Service.
You need to configure automatic case creation for emails received by customers who have a support contract.
What should you do?
- A. Create an automatic record creation and update rule.
Set the source type to email. If a valid entitlement exists, configure the rule to create a case. - B. Create an automatic record creation and update rule.
Set the source type to service activity.
Configure the rule to send automatic email responses to customers when records are created. - C. Create an automatic record creation and update rule.
Set the source type to email.
Configure the rule to send automatic email responses to customers when records are created. - D. Configure service level agreements to be on hold until a call can be made to the customer.
Answer: A
NEW QUESTION # 28
A company has a service level agreement (SLA) that they will get a call back from the call center within three business days.
The call center regular hours are Monday through Friday 8:00 a.m.-11:00 p.m. Eastern time.
The call center is closed on New Year's Day and the day after New Year's. New Year's Day is on a Thursday this year.
The company calls for support on the Tuesday before New Year's Day at 8:00 a.m.
You need to determine the call center's deadline for the SLA.
When will the call center miss their SLA?
- A. The Tuesday after New Year's Day at 8:00 a.m. Eastern time
- B. The Monday after New Year's Day at 8:00 a.m. Eastern time
- C. The Saturday after New Year's Day at 8:00 a.m. Eastern time
- D. The Friday after New Year's Day at 8:00 a.m. Eastern time
Answer: A
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements
NEW QUESTION # 29
You are a Dynamics 365 for Customer Service administrator. The organization has multiple business process flows for warranty management.
You need to manage business process flows.
What should you configure? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 30
Hotspot Question
A company is evaluating Dynamics 365 Customer Service Insights.
The company decides to use the sample data environment to expedite the evaluation process.
You need to recommend a dashboard.
Which dashboard should you recommend? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/dashboard-kpi- summary
https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/dashboard-case- resolutions
NEW QUESTION # 31
You need to add SLA timers to the Case form.
Which two options should you configure? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
- A. Create Quick View Form in Case entity with reference to the SLA KPI Instance entity.
- B. Create Quick View Form in SLA KPI Instance entity.
- C. Create SLA KPI Instance entity.
- D. Create field in case entity with lookup to SLA KPI Instance.
- E. Insert subgrid from the SLA KPI Instance entity into the Case Main form.
Answer: B,E
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/add-timer-control-case-form-track-time-against-sla
NEW QUESTION # 32
A company uses Dynamics 365 Customer Service. The company purchases Omnichannel for Customer Service.
The company wants the following requirements implemented without the need to license additional software:
* The system must automatically ask questions before the chat begins.
* Credit card information that a customer enters in a chat must not be visible to the agent.
You need to configure the options to meet the requirements.
Which options should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Graphical user interface, text, application Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-pre-chat-survey
https://docs.microsoft.com/en-us/dynamics365/customer-service/data-masking-settings
NEW QUESTION # 33
You need to ensure that customers cannot open more cases than they are allowed.
Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
1 - Create new entitlement in Service Management.
2 - Add the start date and end date.
3 - Save the entitlement and then add the entitlement channel.
4 - Add the entitlement channel as phone with 25 as the total term.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer
Topic 3, The Phone Company
Requirements
Support desk
The company plans to implement Dynamics 365. The solution will include a custom entity that needs to be search enabled.
You must configure the system to ensure that you can determine how many support tickets and new orders tickets are received. You must be able to determine which device types have the most tickets opened for issues. Business hours in the system must reflect the hours support staff is scheduled.
Case handling
New cases must automatically route to the correct support group by phone type or new purchase group without requiring custom code.
The system must automatically create a case when email is received by companies that are not in the system.
The system must automatically send a response to an email sender upon case creation for new orders, but not for service records.
Users must be able to initiate routing for manually created cases.
The system must create sub-cases from one customer with different cases and also if the same issue is reported by several customers. Subcases must inherit the following fields: customer name, contact email address and case title.
Main cases must not be closed until all the sub-cases are closed.
Separate groups must be created for each type of service and each phone type. Access to the groups must be restricted to team members that support that service or phone type.
When importing from the old system, old cases do not need to be routed to the correct support group.
Knowledge base
Users must be able to search the knowledge base when opening a new case form or when checking on cases.
Users must be able to use relevant searches and include any customer entities.
Dashboards
Managers must be able to see a real-time list of open cases, open activities, and expiring entitlements all on one page.
Managers must also be able to see all open cases, escalated cases and cases by representatives on one screen. Managers must be able to drill down within each area.
Managers need a dashboard that displays weekly statistics for cases and representatives.
Each representative needs to see their own tickets that are opened for the day, week, and month as well as their closed tickets.
Service-level agreements
Most customers must be contacted within 90 minutes of their case being opened.
Some customers can purchase faster service on call backs.
Emails must be sent to support managers when service-level agreements (SLAs) are missed.
Support representatives must be able to see a timer on each case form to ensure they are adhering to their SLAs.
SLA KPIs must be tracked in the system.
SLA KPIs must appear on the case form.
Cases must be able to be placed on hold if issues arise with related contracts.
Issues
Users report they are not able to search the Knowledge Base.
NEW QUESTION # 34
You are a customer service representative working with cases in Dynamics 365 for Customer Service.
You need to manage multiple lists of cases.
Which actions should you perform? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
NEW QUESTION # 35
You manage Dynamics 365 Customer Service. You have a routing rule set named CustomerResolution that assigns general inquiry cases to a queue named GeneralInquiry.
You need to assign technical support cases to a queue named TechSupport.
Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
Explanation
Graphical user interface, text, application, email Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-cases
NEW QUESTION # 36
You are a Dynamics 365 Customer Service administrator.
You are configuring a case dashboard.
You need to filter the dashboard to show only escalated cases and cases that are marked as Request.
Which filter should you use?
- A. Global
- B. Priority
- C. Visual
- D. Timeframe
Answer: A
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-dashboard
NEW QUESTION # 37
You need to configure the system to notify managers about unhappy patients.
What should you do?
- A. Set a routing rule for escalations.
- B. Change the value of the Monitor real-time customer sentiment option to Yes.
- C. Configure Omnichannel Insights.
Answer: B
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/oc-monitor-real-time-customer-sentimentsessions
NEW QUESTION # 38
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 implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2.
You need to set up the queues to meet the following requirements:
- Users must have their own queues that no one else can access.
- Users must not be able to view each other's queue.
- Users must be able to work from the support queue.
Solution:
- Set up each user queue to be public.
- Set up level1 and level2 queues to be public and add applicable members.
- Set up the support queue to be public.
Does the solution meet the goal?
- A. No
- B. Yes
Answer: A
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage- activities-cases
NEW QUESTION # 39
A company uses Omnichannel for Customer Service.
The company has the following requirements for their agents' conversations with customers:
Agents must verify a customer's information when a chat starts.
Auto search must be enabled for knowledgebase articles based on case title.
You need to enable agent scripts.
Which action types should you use? To answer, select the appropriate options in the answer are a.
Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/automation-dictionary-keys
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/macros
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/smart-assist
NEW QUESTION # 40
Hotspot Question
You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review.
You approve some articles and revert some articles to draft status.
For each action, what should you do next? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 41
You need to configure the system to meet the workspace requirements for case representatives.
Which role should you assign to case representatives?
- A. Customer Service Schedule Administrator
- B. Owner
- C. Viewer
- D. CSR Manager
- E. Maker
Answer: C
Explanation:
This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.
To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.
At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.
To start the case study
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.
Overview
The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service level agreements (SLAs) in place. Most clients have agreements that last one year and have 30 cases available. Half the cases may be opened by phone. The other half may be opened by email.
The company has an existing on-premises software system. The current system no longer meets the company's needs.
The support desk is open 8:00 am to 8:00 pm Eastern Standard Time.
NEW QUESTION # 42
You are implementing Omnichannel for Customer Service for a call center.
The call center's requirements for the implementation are as follows:
* When a new chat conversation is started, the Customer Summary and New Case form tabs must be open.
* The Customer Summary tab must be the primary tab during the conversation.
* Agents must be able to close the New Case form tab.
* Agents must not be able to close the Customer Summary tab.
You need to configure the tabs.
Which configuration should you use for each tab? To answer, drag the appropriate types of account information to the correct SMS channel provider. Each type of account information may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Graphical user interface, text, application Description automatically generated
NEW QUESTION # 43
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.
- A. Create a one-to-many relationship from the Leased Truck table to the loT Alert table.
- B. Set the relationship in the Power Platform admin center.
- C. Call the loT - Register Custom Entity action to associate a Leased Truck record with an existing loT device.
- D. Enable connections to the Leased Truck table.
Answer: C,D
Explanation:
Explanation
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.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-extend-connected-customer-service-solut
NEW QUESTION # 44
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Microsoft MB-230 is a certification exam designed for individuals who want to showcase their skills and expertise in the field of Dynamics 365 Customer Service Functional Consultancy. The exam tests the candidates' ability to implement, configure, and manage Dynamics 365 customer service solutions for businesses. The certification validates the candidate's knowledge of customer service processes, case management, service level agreements, entitlements, and knowledge management.
Latest MB-230 Pass Guaranteed Exam Dumps Certification Sample Questions: https://www.actual4labs.com/Microsoft/MB-230-actual-exam-dumps.html
MB-230 Exam with Guarantee Updated 224 Questions: https://drive.google.com/open?id=1bMp9pOfirlMz65D_HtfkZoUSBlIjtW3L