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Microsoft MB-230 certification exam is a very difficult test. Even if the exam is very hard, many people still choose to sign up for the exam. As to the cause, MB-230 exam is a very important test. For IT staff, not having got the certificate has a bad effect on their job. Microsoft MB-230 certificate will bring you many good helps and also help you get promoted. In a word, this is a test that will bring great influence on your career. Such important exam, you also want to attend the exam.

The MB-230 exam covers a range of topics related to Dynamics 365 Customer Service, including configuring customer service, managing cases, knowledge management, service level agreements, entitlements, voice of the customer, and analytics. MB-230 Exam also covers integration with other Microsoft applications such as Microsoft Teams, Power Automate, and Power BI.

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The MB-230 Certification Exam is intended for functional consultants who work with customers to understand their business processes and requirements and translate them into customer service solutions. Microsoft Dynamics 365 Customer Service Functional Consultant certification exam is ideal for those who have experience implementing and configuring solutions for customer service organizations. Candidates for this certification must have a thorough knowledge of the Dynamics 365 platform and its customer service applications.

Microsoft MB-230 certification exam is designed for professionals who want to demonstrate their expertise in the Dynamics 365 Customer Service functional consultant role. Microsoft Dynamics 365 Customer Service Functional Consultant certification exam measures the candidate's ability to design and implement customer service solutions that are effective, efficient, and customer-centric. Microsoft Dynamics 365 Customer Service Functional Consultant certification exam is one of the most popular certifications for professionals who work with Dynamics 365 Customer Service.

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q10-Q15):

NEW QUESTION # 10
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 # 11
A company uses Dynamics 365 Customer Sen/ice.
A customer service supervisor must create canvas apps. The environment uses a Microsoft Dataverse database. The supervisor must be able to create new connections and Microsoft Power Automate flows. The supervisor must not have data access privileges to data in the environment.
You need to assign a role to the supervisor by using the principle of least privilege.
Which security role should you grant to the supervisor?

A. Environment Maker
B. Environment Admin
C. System Administrator
D. System Customizer

Answer: A

NEW QUESTION # 12
You are customizing a Dynamics 365 for Customer Service implementation.
The call center manager requires a visual representation that includes the number of resolved cases by month for each call center agent. The chart must be visible to all users within the service area.
You need to create the chart.
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 the correct order.

Answer:

Explanation:

Explanation

NEW QUESTION # 13
You are customizing an Omnichannel for Customer Service implementation.
You configure the handoff process to Omnichannel for Customer Service from Power Virtual Agents. However, customer conversations are not escalating to human agents.
You need to complete the configuration to resolve the issue.
Which two features should you configure? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. session template for the bot
B. Smart Assist
C. context variable
D. bot in an Omnichannel Queue

Answer: C,D

NEW QUESTION # 14
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 # 15
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