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Newest MB-230 Preparation Engine: Microsoft Dynamics 365 Customer Service Functional Consultant Exhibit Hhigh-effective Exam Dumps - Prep4away

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Microsoft MB-230: Target Audience and Prerequisites

The candidates for this certification exam are Dynamics 365 Customer Service Functional Consultants. These professionals cooperate with the Customer Engagement Administrators to upgrade and implement different components of Power Platform, which include customer feedback, connected services, and knowledge management.

The Microsoft MB-230 exam is an associate-level certification test, which means that it does not have any official prerequisites. However, the students should have extensive knowledge of customer services. These include understanding the industry terminologies, standards, priorities, methodologies, best practices, and customer service operations. They should also have practical skills in meeting the needs of users through the Dynamics 366 customer service. These cover the areas, such as cases, resource scheduling, knowledge management, and Customer Service Insights. In addition, the learners should be conversant with entitlements, queues, visualization, Omnichannel for Customer Service, Power Virtual Agents, and Service Level Agreements.

Microsoft MB-230 Certification Exam is an excellent way for professionals to validate their skills in Microsoft Dynamics 365 Customer Service and gain recognition for their expertise in this area. With the right preparation and training, candidates can achieve this certification and take their careers to the next level.

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q210-Q215):

NEW QUESTION # 210
You are a customer service manager using Dynamics 365 for Customer Service.
You need to restrict support to the products that a customer has purchased.
What should you do?

A. Add the products to the customer
B. Add the products to the customer's entitlement
C. Add the product to the account
D. Add the products to the case

Answer: B

Explanation:
Section: Topic 3, Manage queues, entitlements, and SLAs

NEW QUESTION # 211
You are modifying the phone-to-case process in Dynamics 365 Customer Service. You create a flow by using PowerApps as shown in the exhibit. (Click the

You must modify the business process flow to include the check-email step at the beginning of the research stage.
Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation
Graphical user interface, text, application, email Description automatically generated

Reference:
https://docs.microsoft.com/en-us/power-automate/create-business-process-flow?context=/dynamics365/context/s

NEW QUESTION # 212
You need to configure the correct settings.
Which settings should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION # 213
You need to configure each escalation scenario.
Which configuration should you use for each scenario? 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-bot-virtual-agent

NEW QUESTION # 214
You need to configure entitlements for contracts.
What should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation
Box 1: 25
Customers must have contracts that allow them to call Lamna Healthcare 10 times a year for help.
In addition to the 10 free calls, customers must be able to send 15 emails a year for support.
If you want to restrict support through the phone channel to 80 hours and email to 20 hours, create individual entitlement channel records and add their total terms.
Box 2: Entitlement Channel
The Entitlement Channel section specifies the support channel through which the customer can reach the organization and seek support.
Use this section to define the channels your customers are entitled to and track the customer support term for each channel. For example, you can add phone and email as the channels through which you'll offer support.
If you want to restrict support through the phone channel to 80 hours and email to 20 hours, create individual entitlement channel records and add their total terms.
Box 3: Auto-calculate
The remaining term is auto-calculated and shows the total number of hours or cases remaining for the customer's entitlement.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-custom

NEW QUESTION # 215
......

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