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Detailed Overview of Microsoft MB-230 Exam
The Microsoft MB-230 test is known to be taken in the English language only. The number of questions can be from 40 to 60. The question formats might include case studies, fill in the blank, multiple choice, multiple select, and others. You will need to clear all of them within 150 minutes to gain more than 700 points (passing score). The fee is $165 in the United States but it can be different in other countries. The difference in the pricing is brought up by the tax policies of each country. It is a proctored exam, which can be taken online. You can also sit for it at any Pearson VUE center.
Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
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Microsoft MB-230 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Analyze and improve customer service insights | - Reporting and dashboards
|
| Topic 2: Manage cases and knowledge | - Knowledge management
|
| Topic 3: Manage service level agreements (SLAs) and entitlements | - Entitlements
|
| Topic 4: Implement omnichannel for customer service | - Omnichannel setup
|
| Topic 5: Configure Dynamics 365 Customer Service | - Manage cases and queues
|
Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions:
You are an administrator of a Dynamics 365 Customer Service system for a computer support company.
Team members must handle cases as follows:
* A case for a new customer follows a different process than for a returning customer.
* A case for a returning customer who has a contract follows a different process than for a customer who is pay as you go.
* All cases must be researched and resolved.
* Cases must be handled in a manner that is simple to maintain.
You need to ensure that all team members follow the same process for handling cases.
What should you do?
- A. Create two different queues for the different types of customers.
- B. Create two different forms and a business process flow for each type of customer.
- C. Create a Power Automate now that branches.
- D. Create a business process now that branches.
Correct Answer: D 🗳️
Explanation: Only visible for Dumps4PDF members. You can sign-up / login (it's free).
A company uses Dynamics 365 Customer Service.
You are configuring the advanced similarity rules. You create a similarity rule on cases and put an exact match for the Modified On field in the Match Fields tab.
You test the rule and discover that exact matches do not appear.
You need to determine why the rule is not working.
What are two possible reasons why the rule is not working? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
- A. The similarity rule was not published.
- B. The Modified On field is not set to searchable in the customization of the case entity in the solution.
- C. The similarity rule is deactivated.
- D. The security role is not set to run the similarity rule.
- E. A Power Automate flow was not created.
Correct Answer: B,C 🗳️
Explanation: Only visible for Dumps4PDF members. You can sign-up / login (it's free).
A contact center superviser requires operations metrics by channel and sentiment analysis.
You need to install the Omnichannel insights dashboard for the company.
In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.
NOTE: More than one order of answer chokes is correct. You will receive credit for any of the correct orders you select.
Correct Answer:
Explanation:
You need to configure the system to meet the three-day and seven-day timeframes.
What should you configure?
- A. Workflows
- B. Power Automate
- C. Entitlement conditions
- D. Service Level Agreement conditions
Correct Answer: D 🗳️
Explanation: Only visible for Dumps4PDF members. You can sign-up / login (it's free).
You work for a US-based company that is expanding into South America. A significant portion of the customers speak Spanish as their primary language.
The company has an English language version of a Customer Voice survey.
You need to add a Spanish language version.
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:
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