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Microsoft MB-230 Exam Questions

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Description

Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant
Exam Code: MB-230

Related Certification(s):

  • Microsoft Dynamics 365 Certifications
  • Microsoft Dynamics 365 Customer Service Functional Consultant Associate Certifications
Certification Provider: Microsoft
Actual Exam Duration: 100 Minutes
Number of MB-230 practice questions in our database: 310 (updated: Jan. 25, 2025)

Expected MB-230 Exam Topics, as suggested by Microsoft :

  • Module 1: Manage Cases, Knowledge Management, and Feedback: This topic equips Microsoft functional consultants to create and manage cases effectively, ensuring smooth resolution processes. The subject explores configuring foundational Customer Service components, enabling the use of Knowledge Management to streamline information sharing. Additionally, capturing customer feedback with Customer Voice empowers consultants to gather actionable insights.
  • Module 2: Implement Scheduling and Routing: This section trains Microsoft functional consultants to configure service scheduling for optimizing resource allocation. It includes setting up routing processes to ensure customer inquiries are directed to the appropriate channels or personnel. The focus on scheduling and routing prepares consultants to design seamless workflows and reduce response time, improving overall operational efficiency within Customer Service environments.
  • Module 3: Implement Dynamics 365 Contact Center: This topic prepares Microsoft functional consultants to deploy and configure Dynamics 365 Contact Center solutions. Key areas include managing communication channels to offer multichannel customer support, implementing agent productivity features for efficient task handling, and setting up agent workspaces for streamlined operations.
  • Module 4: Extend Customer Service by Using Microsoft Power Platform: Microsoft functional consultants enhance their expertise by learning to configure model-driven apps tailored for Customer Service scenarios. The topic includes creating custom apps to meet specific business needs and implementing Copilot Studio to automate and enhance service workflows.

Description

Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant
Exam Code: MB-230

Related Certification(s):

  • Microsoft Dynamics 365 Certifications
  • Microsoft Dynamics 365 Customer Service Functional Consultant Associate Certifications
Certification Provider: Microsoft
Actual Exam Duration: 100 Minutes
Number of MB-230 practice questions in our database: 310 (updated: Jan. 25, 2025)

Expected MB-230 Exam Topics, as suggested by Microsoft :

  • Module 1: Manage Cases, Knowledge Management, and Feedback: This topic equips Microsoft functional consultants to create and manage cases effectively, ensuring smooth resolution processes. The subject explores configuring foundational Customer Service components, enabling the use of Knowledge Management to streamline information sharing. Additionally, capturing customer feedback with Customer Voice empowers consultants to gather actionable insights.
  • Module 2: Implement Scheduling and Routing: This section trains Microsoft functional consultants to configure service scheduling for optimizing resource allocation. It includes setting up routing processes to ensure customer inquiries are directed to the appropriate channels or personnel. The focus on scheduling and routing prepares consultants to design seamless workflows and reduce response time, improving overall operational efficiency within Customer Service environments.
  • Module 3: Implement Dynamics 365 Contact Center: This topic prepares Microsoft functional consultants to deploy and configure Dynamics 365 Contact Center solutions. Key areas include managing communication channels to offer multichannel customer support, implementing agent productivity features for efficient task handling, and setting up agent workspaces for streamlined operations.
  • Module 4: Extend Customer Service by Using Microsoft Power Platform: Microsoft functional consultants enhance their expertise by learning to configure model-driven apps tailored for Customer Service scenarios. The topic includes creating custom apps to meet specific business needs and implementing Copilot Studio to automate and enhance service workflows.

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Q1. 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

Correct Answer: A

Q2. An electrical engineering company is implementing Dynamics 365 Customer Service. Engineers schedule work in one-hour blocks. Engineers who complete a job before the end of the one-hour block must not be able to start a new job in that same block. Engineers who require part of an additional one-hour block to complete a job must not be able to start a new job in that additional block. You need to configure the fulfillment preference to meet the requirements. Proposed solution: Change the scheduler time resolution to one hour. Does the solution meet the goal?

A.Yes

B. No

Correct Answer: B

Q3. 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. A company has a Customer Service environment and implements historical analytics reports. Users report that they are not able to access the historical analytics reports. You need to ensure users can access the reports. Solution: Modify the historical analytics report to display to the users. Does the solution meet the goal?

A.Yes

B. No

Correct Answer: B

Q4. A midsize service company provides clients with various service needs. The company plans to implement URS to schedule its service technicians. The company requires a solution that includes custom tables. You need to recommend an implementation process for URS that enables a table for scheduling. What should you recommend?

A.Use the Resource Scheduling application to configure table settings.

B. Configure the environment settings in the Microsoft Power Platform admin center.

C. Update the solution import settings when importing the solution into the production environment

D. Update the Scheduling Services in the Customer Service Hub application.

Correct Answer: B

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