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How to book the MB-230: Microsoft Dynamics 365 Customer Service Exam
These are following steps for registering the MB-230: Microsoft Dynamics 365 Customer Service exam.
- Step 1: Visit to Microsoft Learning and search for MB-230: Microsoft Dynamics 365 Customer Service
- Step 2: Sign up/Login to Pearson VUE account
- Step 3: Select local centre based on your country, date, time and confirm with a payment method.
The Microsoft MB-230 exam, which is also known as Microsoft Dynamics 365 Customer Service, is one of the prerequisite tests for earning the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. It is required that you pass it along with Microsoft PL-200 in order to get certified.
Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
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Microsoft MB-230 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Manage cases and Knowledge Management | 20% | - Manage Knowledge Management
|
| Manage analytics, visualizations, and insights | 10% | - Manage insights
|
| Manage entitlements and SLAs | 15% | - Create and manage SLAs
|
| Implement Microsoft Power Platform | 10% | - Configure Power Automate
|
| Implement Connected Customer Service | 10% | - Manage Connected Customer Service scenarios
|
| Implement multi-session experiences for Customer Service | 20% | - Manage channels
|
| Implement routing | 10% | - Manage queues and routing
|
| Implement scheduling | 5% | - Manage services
|
Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions:
A company has a Customer Service deployment.
The company plans to enable Al suggestions for article keywords and descriptions on a custom form. You add the Keywords and Description Suggestion control to the form. You need to add a control to the form. Which control should you use?
- A. Ranking Tab
- B. Unified Config
- C. Assistant Studio Custom
- D. Knowledge Suggestion Section
- E. Customer 360
Correct Answer: D 🗳️
You need to ensure users can search the knowledge base from a case record.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
- A. Select the Knowledge Base Search control from the entity.
- B. Insert the Knowledge Base Search control on the form.
- C. Add the Quick Find option to the views.
- D. Add Knowledge Base Search control to the dashboard.
- E. Check Knowledge Management from the case entity in the solution.
Correct Answer: B,E 🗳️
Explanation: Only visible for Actual4Exams members. You can sign-up / login (it's free).
You configure Dynamics 365 Customer Service. Managers require a custom dashboard with the following:
* A list of customers who have the most cases open.
* A list of customers who have the most missed service-level agreements (SLAs) sorted by contact.
* A list of top call takers for the week.
* A list of the cases that took the most amount of time to resolve.
The custom dashboard must be available for all users to use.
You need to configure the system.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Correct Answer:
Explanation:
You need to create an entitlement template. In System Settings, you navigate to Service Management.
Which four 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.
Correct Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entitlements-templates
A company plans to implement Copilot in Dynamics 365 Customer Service features for a group of trial users who are located in Europe.
You need to configure the environment for trial use.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Correct Answer:
Explanation:
Viewing page 1 out of 75 pages.
Viewing questions 1-5 out of 373 questions.
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Actual4Exams confidently stands behind all its offerings by giving Unconditional "No help, Full refund" Guarantee. Since the time our operations started we have never seen people report failure in the Microsoft MB-230 exam after using our products. With this feedback we can assure you of the benefits that you will get from our products and the high probability of clearing the MB-230 exam.
We still understand the effort, time, and money you will invest in preparing for your certification exam, which makes failure in the Microsoft MB-230 exam really painful and disappointing. Although we cannot reduce your pain and disappointment but we can certainly share with you the financial loss.
This means that if due to any reason you are not able to pass the MB-230 actual exam even after using our product, we will reimburse the full amount you spent on our products. you just need to mail us your score report along with your account information to address listed below within 7 days after your unqualified certificate came out.
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