Exam MB-230: Microsoft Dynamics 365 for Customer Service
| Exam Number: MB-230 | Length of test: 120 mins |
| Exam Name: Microsoft Dynamics 365 for Customer Service | Number of questions in the actual exam: 40-60 |
| Format: PDF, VPLUS | Passing Score: 700/1000 |
|
Total Questions: 308 $30 Premium PDF file 2 months updates Last updated: November-2024 |
Total Questions: 308 FREE Premium VPLUS file Last updated: November-2024 |
Download practice test questions
| Title | Size | Hits | Download |
|---|---|---|---|
| Microsoft.MB-230.vOct-2024.by.Enric.131q | 6.16 MB | 23 | Download |
| Microsoft.MB-230.vOct-2024.by.Enric.131q | 9.05 MB | 17 | Download |
| Microsoft.MB-230.vJun-2024.by.Enric.153q | 5.56 MB | 51 | Download |
| Microsoft.MB-230.vJun-2024.by.Enric.153q | 8.61 MB | 50 | Download |
| Microsoft.MB-230.vMar-2024.by.WuanDong.124q | 8.63 MB | 49 | Download |
Study guide for Exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant
Audience profile
As a candidate for this exam, you’re a functional consultant with customer service expertise. You’re responsible for implementing solutions that focus upon:
- Customer service
- Quality
- Reliability
- Efficiency
- Customer satisfaction
You design and implement service management processes and automation in collaboration with solution architects and developers. You coordinate with customer engagement administrators to implement and upgrade customer service components including:
- Dynamics 365 Contact Center
- Microsoft Copilot in Customer Service
- Collaboration
- Knowledge management
- Customer feedback
You must have strong applied knowledge of customer service, including in-depth understanding of cases, knowledge management, queues, service scheduling, service-level agreements (SLAs), Microsoft Copilot Studio, Customer Service applications, Customer Voice, basic and unified routing, and Contact Center.
As a functional consultant, your knowledge should include:
- Comprehensive understanding of the customer service application’s role in relationship to the Dynamics 365 suite of apps.
- Basic understanding of the solution architecture.
Skills at a glance
Manage cases, Knowledge Management, and feedback (40–45%)
- Create and manage cases
- Define and configure foundational Customer Service components
- Create and administer Knowledge Management
- Capture customer feedback by using Customer Voice
- Manage collaboration
- Manage Copilot features
- Create and manage SLAs for cases
Implement scheduling and routing (10–15%)
- Configure service scheduling
- Configure routing
Implement Dynamics 365 Contact Center (20–25%)
- Deploy Contact Center
- Manage channels
- Configure agent productivity features
- Configure agent workspaces
Extend Customer Service by using Microsoft Power Platform (15–20%)
- Configure model-driven apps for Customer Service
- Create custom apps for Customer Service
- Implement Copilot Studio for Customer Service scenarios
Some new questions:
Q
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 similarity level of similar cases to the active case. Does the solution meet the goal?
A. Yes
B. No
Q
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 users that are in the Teams channel.
Does the solution meet the goal?
A. Yes
B. No
Q
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?
A. Yes
B. No
Q
DRAG DROP
You need to create a new agent script for the agents.
Which five actions should you recommend be performed in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Q
You are setting up knowledge management in Dynamics 365 Customer Service.
Management wants to view the statistics on which keywords are searched the most by agents when they use the knowledge base. You need to ensure that management can view the top search words. Which two steps should you configure? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.
A. Enable knowledge analytics.
B. Select Knowledge search analytics after adding the Additional features.
C. Add Knowledge Suggestion Section Control.
D. Enable historical analytics.
E. Enable knowledge article suggestions.
………………..
Some new questions:
Q
DRAG DROP
You create an loT Central application to integrate with Dynamics 365 Customer Service Connected Customer Experience.
You need to configure the application.
Which features should you use’ To answer, drag the appropriate features to the correct requirements. Each feature may be used once, more than once, or not at all. You may need to drag the split ha* between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Q
HOTSPOT
A company uses Customer Service to manage support cases and agent performance.
The company plans to implement historical analytics.
You need to implement historical analytics by using out-of-the-box solutions when possible.
Which solutions should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Q
HOTSPOT
A company is Implementing Dynamics 365 Customer Service and Power Virtual Agents tor its support desk. Supervisors hove the following information requirements:
* Topic analytics for all cases completed over the last year.
* Analytics for chatbot options chosen from past interactions with customers.
You need to configure the system to meet the requirements.
What should you enable in the configuration? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
…………