2025 PERFECT MICROSOFT EXAM MB-230 QUESTIONS ANSWERS

2025 Perfect Microsoft Exam MB-230 Questions Answers

2025 Perfect Microsoft Exam MB-230 Questions Answers

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Microsoft MB-230 certification exam is designed specifically for individuals who want to become Microsoft Dynamics 365 Customer Service Functional Consultants. Microsoft Dynamics 365 is a suite of enterprise resource planning (ERP) and customer relationship management (CRM) software applications that help businesses manage their operations more efficiently. The MB-230 Exam is intended to test the knowledge, skills, and abilities of individuals in areas such as customer engagement, case management, service level agreements, and queue management.

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q80-Q85):

NEW QUESTION # 80
You are a customer service representative using Dynamics 365 Customer Service Hub.
You need to link the knowledge base records that relate to cases and send articles to customers.
Which three 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 them correct order.

Answer:

Explanation:


NEW QUESTION # 81
You need to configure the queues.
Which configurations 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: Record Creation and Update rule
Reduce the need for manually creating cases from incoming emails and increase the efficiency of customer service agents by creating automatic case creation rules in Dynamics 365 Customer Service.
Box 2: Routing Rule
Unified routing is an intelligent, scalable, and enterprise-grade routing and assignment capability that can direct the incoming work item to the best-suited queue and agent by adhering to work item requirements and matching them with the agent's capabilities.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-email
https://docs.microsoft.com/en-us/dynamics365/customer-service/overview-unified-routing


NEW QUESTION # 82
Case Study 6 - Lucerne Publishing
Background
Lucerne Publishing is a publishing company in copyright. The company publishes books for higher education. It also invests in multiple cloud-based solutions to support the customer service, publishing, and sales departments.
Current Environment
Lucerne Publishing uses the following:
- The Customer Service app for the publishing customer service division.
- Omnichannel capabilities in the Customer Service app.
- Third-party apps for e-commerce so students and parents can order books or courses online.
- Customer service agents as the representatives who will resolve customers issues using various channels.
- Resident employees who work for Lucerne Publishing and live in the buildings inside the business center.
- A technician dispatch team that includes dispatchers who review and schedule work orders and assign the work orders to resources on the schedule board.
The company has an internal division that provides repair services such as plumbing and electrical. The division provides services to the buildings inside the company business center, and some of those are used as residences by printing employees.
Requirements
Customer Service - Contact Center
The company has the following requirements:
- Improve agent response time in live chats with customers.
- Improve agent productivity by automating tasks. For example, the customer service manager requests that a new case is created automatically when an agent is on a chat with a customer.
- Provide instructions for agents to use when processing book returns. The instructions must include the following: o Greet the customer. o Automatically open the case form for the book return, o Close the session with the customer.
- Allow agents to use different channels such as short message service (SMS), social, and call when providing service to customers.
- Enable a new text SMS channel for the agents.
- Improve the agents' capability to search using AI suggestions.
- Provide agents with real-time recommendations on similar cases and knowledge-base articles.
- Allow agents to know the customer's point of view on the service.
- Provide a solution that will identify an agent's supervisor when a customer has a negative experience.
- Improve how the agents' skills and profiles are maintained.
- Route calls to agents who can support French-speaking customers.
- Configure the French language as a skill for agents who support French-speaking customers.
- Provide access to the Omnichannel agent app and productivity tools for supervisors and agents.
- Provide the customer service supervisor with the ability to create agent scripts for Omnichannel agents and a workstream for SMS. The customer service supervisor must also be able to edit an existing workstream.
- Provide the customer service supervisor with the ability to track sentiment in real time.
- Provide agents with AI suggestions on the recent contact that worked on similar cases.
Customer Service - Repairs
The company has the following requirements for repair requests:
- Dispatchers must be able to track a technician and schedule jobs for technicians based on availability.
- A dispatcher named UserA must be able to create a new view to display only unscheduled work orders. The view must be displayed only when the work orders are open-unscheduled, and the substatus is ready to dispatch work orders.
- The technician dispatch team must be able to create a Schedule tab in the schedule board.
- Dispatchers must be able to track technicians' utilization by using personal color codes.
- The field technician's security role must be field service technician.
Issues
The company reports the following issues:
- Agents spend most of their time doing repetitive tasks during support calls or chats.
- There is no guided process for agents to follow the steps when a customer calls for a book return.
- Customer service managers are not able to provide real-time recommendations to customers using AI suggestions.
- A new channel for SMS is not sending conversations to agents. Agents are required to answer conversations manually.
- The company is not able to retain customers who have a negative experience with the customer service agents.
- Agents are not able to use the schedule board to schedule repair work orders by using a custom view.
- The skills and proficiency model are not defined for the agents. Calls from French-speaking customers are not routed to the appropriate agents.
Hotspot Question
You need to identify who has access to the Schedule tab and the name of the table that should be used.
Which components should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:


NEW QUESTION # 83
A customer service manager needs a new business process flow to manage support for a product rollout for bicycles. There are two bicycle models: standard and high performance.
Support representatives must be able to:
Specify the model of the bicycle.
Capture comments from customer support issues if the bicycle is the high-performance model.
You need to create the business process flow.
What should you configure for each requirement? To answer, select the appropriate options in the answer area.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-manage-categories
https://docs.microsoft.com/en-us/power-platform/admin/define-subjects-categorize-cases-products-articles


NEW QUESTION # 84
You ate a customer service representative for a company that uses Dynamics 365 Customer Service.
When customer service representatives find records that meet specific criteria, they must be able to do the following:
* Open the records in a new tab.
* Open a single record in a new session.
* Open a single record in an existing session on a new tab.
You need to meet the requirements.
Which two actions should you perform? Each correct answer part of a complete solution. NOTE: Each correct selection is worth one point.

  • A. Use session templates and application tab templates.
  • B. Use Open Record Set.
  • C. Use Global search.
  • D. Use a Customer Service workspace.
  • E. Use the Customer Service Hub.

Answer: C,D


NEW QUESTION # 85
......

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