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Exam Code: MB-230
Exam Name: Microsoft Dynamics 365 for Customer Service
Exam Q&As: 283 Q&As
Last update: May 27, 2024

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Product Description

The Microsoft Dynamics 365 Customer Service Functional Consultant certification is highly valued in the IT industry and obtaining it can open a variety of career opportunities. One of the best ways to prepare for the Microsoft MB-230 exam is by practicing with high-quality practice questions and understand the answers. QuestionsTube offers MB-230 exam questions with precise answers online for helping you make preparation for MB-230 exam.

Microsoft Certification MB-230 Exam Information

The Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 exam is the part of the requirements for Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. Being functional consultants with customer service expertise, you are responsible for implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction. The Microsoft MB-230 exam is available in multiple languages, including English, German, French, Spanish, Portuguese (Brazil), Italian, Japanese, Chinese (Simplified). Make sure that you can pass the MB-230 exam and earn the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification to promote your positions.

To make sure that you can prepare for the MB-230 exam well, you need to read all exam objectives first:

  • Configure cases
  • Manage cases
  • Create and search for case records
  • Convert activities to cases
  • Perform case resolution
  • Implement parent/child cases
  • Merge cases
  • Set autonumbering for customer service entities
  • Implement Advanced Similarity rules
  • Implement record creation and update rules
  • Configure the Case Resolution form
  • Configure Status Reason transitions
  • Configure business process flows
  • Configure categories and subjects
  • Configure document management
  • Configure basic and enhanced Teams integration
  • Configure the Knowledge Search capabilities
  • Use Knowledge articles to resolve cases
  • Manage the Knowledge article lifecycle
  • Manage Knowledge article content and templates
  • Configure tables for Knowledge management
  • Convert cases to knowledge articles
  • Enable AI suggested Descriptions and Keywords
  • Create a survey
  • Describe survey elements including question types
  • Apply formatting and branding to a survey
  • Trigger distribution of a survey
  • Describe and analyze survey results including CSAT and Net Promoter Score (NPS)
  • Configure and apply entitlements
  • Define and create entitlements including products, channels, contacts, allocations, and service-level agreements
  • Manage entitlement templates
  • Activate and deactivate entitlements
  • Renew or cancel an entitlement
  • Define and create service-level agreements (SLAs)
  • Configure SLA settings
  • Configure a holiday schedule
  • Configure a customer service schedule
  • Implement actions by using Power Automate
  • Manage cases that are associated with SLAs
  • Manually apply an SLA
  • Create and manage SLA items including KPIs, warning actions, success actions, and applicability
  • Define business closures
  • Configure organizational units
  • Configure resources
  • Configure work hours
  • Configure facilities and equipment
  • Configure resource categories and characteristics
  • Define services
  • Schedule a service activity
  • Configure fulfillment preferences
  • Provision Omnichannel for Customer Service
  • Configure application settings including data masking, operating hours, authentication settings, self-service settings, and sentiment analysis
  • Configure work streams
  • Configure routing values
  • Implement context variables
  • Implement security roles for omnichannel
  • Configure channels
  • Enable the chat widget on websites
  • Configure pre-chat surveys
  • Configure proactive chat
  • Configure the voice channel
  • Configure quick replies
  • Configure agent scripts
  • Enable Smart Assist
  • Create macros
  • Configure notifications
  • Configure session templates
  • Create app profiles
  • Configure Agent Inbox
  • Configure Customer Service historical analytics
  • Configure topic clustering
  • Configure Knowledge search analytics
  • Configure tier 1 and tier 2 interactive dashboards
  • Design and create customer service charts
  • Design reports by using the Report wizard
  • Configure Omnichannel Insights dashboard
  • Configure intraday insights
  • Customize KPIs for intraday insights
  • Enable sentiment analysis
  • Create and configure forms
  • Create and configure views
  • Configure site maps
  • Create task-specific canvas apps and custom pages
  • Embed apps in Dynamics 365 Customer Service
  • Create a custom portal to support customer service processes
  • Describe Power Virtual Agents components and concepts
  • Integrate Power Virtual Agents with Dynamics 365 Customer Service
  • Escalate conversations to a live agent
  • Create and manage bots including chat and voice
  • Implement Power Virtual Agents as a post-call survey
  • Describe IoT components
  • Identify use cases for Connected Customer Service
  • Configure Power Automate rules to create IoT Alerts from IoT Central
  • Configure security roles for Connected Customer Service
  • Manage IoT devices
  • Interact with IoT devices
  • Configure work classification and assignments including rules
  • Configure user attributes including capacity profiles
  • Implement Basic Case Routing rules
  • Configure Routing Rulesets
  • Describe different unified routing options
  • Configure skills-based routing and Skills Finder
  • Configure diagnostics
  • Differentiate queue types
  • Configure queues
  • Add records to queues
  • Configure tables for queues
  • Perform queue operations including pick, release, remove, and delete operations

MB-230 Practice Questions with Precise Answers

MB-230 practice questions of QuestionsTube are designed to help you prepare for the Microsoft Dynamics 365 Customer Service Functional Consultant exam by providing a thorough understanding of the exam topics. Each question is accompanied by a precise answer and a detailed explanation that help you understand the concept behind the question. This ensures that you not only memorize the correct answer but also understand the reasoning behind it.

Multiple Formats and Free Updates

QuestionsTube offers Microsoft MB-230 practice questions in two formats: PDF and Exam Engine. The PDF format allows you to study the questions on any device, while the Exam Engine format simulates the real exam experience. The two formats can be downloaded directly without waiting. Additionally, we offer free updates for different periods, including 3-month, 6-month, and 1-year intervals. This ensures that you have access to the most up-to-date content, and you can prepare for the MB-230 exam with confidence.

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We are confident in the quality of our MB-230 practice exam questions and offer a money-back guarantee. If you fail the exam with the MB-230 exam questions, we will refund your purchase price. This policy ensures that you can purchase our product with confidence, knowing that you are not taking any financial risk.

In conclusion, the Microsoft MB-230 study materials of QuestionsTube are an excellent resource for anyone preparing for the Microsoft Dynamics 365 Customer Service Functional Consultant exam. By using the MB-230 exam questions, you can prepare for the exam with confidence and increase your chances of passing the MB-230 exam on the first try.

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