[Oct 03, 2026] MB-230 Sample with Accurate & Updated Questions
MB-230 Exam Info and Free Practice Test | ITCertMagic
NEW QUESTION # 25
A company uses Dynamics 365 for Customer Service.
You need to document the case resolution process.
How are each of the cases resolved? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hubuse
NEW QUESTION # 26
You need to create the SLAs.
Which three SLAs should you create? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
- A. SLA with 6 hours as the failure time and no warning
- B. SLA with 6 hours as the failure time and a one-hour warning
- C. SLA with 24 hours as the failure time and no warning
- D. SLA with one hour as the failure time and no warning
- E. SLA with 24 hours as the failure time and a two-hour warning
Answer: B,D,E
Explanation:
An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.
NEW QUESTION # 27
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.
Your company provides clients with Dynamics 365 for Customer Service Voice of the Customer employee satisfaction surveys. The company has a standardized set of survey questions named Satisfaction Survey.
You need to customize the survey for each client.
Solution: Clone the satisfaction survey and customize the questions.
Does the solution meet the goal?
- A. No
- B. Yes
Answer: B
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-basicsurvey#clone-or-import-an-existing-survey
NEW QUESTION # 28
You use Dynamics 365 Customer Service to manage cases.
You need to create a service-level agreement (SLA) that provides a warning when two KPI values match a specified condition: First response and Resolve by.
Which two types of SLA details should you use? Each correct answer presents pan of the solution NOTE: Each correct selection is worth one point.
- A. Response KPI only
- B. SLA item failure
- C. Item warning
- D. Resolve KPI only
Answer: A,C
NEW QUESTION # 29
A company has a Customer Service environment
The company plans to implement Customer Service Analytics dashboards.
You need to configure the dashboards in Power Bl.
Which order should you perform the actions in? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
NEW QUESTION # 30
A company has a Dynamics 365 Customer Service implementation that uses the voice channel feature.
Supervisors need to review reports to see how the representatives are performing on the following metrics:
* Percentage of calls that are answered within 30 seconds in the previous four hours.
* Number of calls that are rejected by each representative in the previous four hours.
You need to change the configuration of reports to ensure that they default to the requirements.
Which reports should you configure? To answer, drag the appropriate reports to the correct metrics. Each report may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
NEW QUESTION # 31
You are a Dynamics 365 Customer Service administrator.
You must track issues submitted by customers.
You need to configure case settings for the Service Management module.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
NEW QUESTION # 32
Hotspot Question
You view the interactive dashboard in the Microsoft Dynamics 365 Customer Service Hub.
Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 33
You are using Dynamics 365 for Customer Service. You have existing routing rules.
You need to create a routing rule for cases and bulk-import cases.
Which actions should you perform? To answer, select the appropriate action in the dialog box in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 34
You need to implement service-level agreements.
Which type of agreements should you implement?
- A. Enhanced
- B. Contact
- C. Standard
- D. On-demand
Answer: A
NEW QUESTION # 35
You are a Dynamics 365 for Customer Service administrator.
Your company provides standard support contracts for 20 hours of email support. Phone is offered as a premium service in allotments of 10 incidents.
You need to set up an entitlement template for the standard support.
What should you configure?
- A. Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to Email. Set the value of the Total terms field to 0.
Add the Phone option.
Set the value of the Total Terms field to 10. - B. Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to Phone.
Set the value of the Total terms value to 20. - C. Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to Email. Set the value of the Total terms field to 20. - D. Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to Email.
Set the value of the Total terms field to 10.
Add the Phone option. Set the value of the Total Terms field to 10.
Answer: C
NEW QUESTION # 36
You are a Dynamics 365 for Customer Service administrator.
Members of the customer support staff must not be available on public holidays in the year 2021.
You need to configure holiday schedules.
Which actions should you perform? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-holidayschedule
NEW QUESTION # 37
You view the interactive dashboard in the Microsoft Dynamics 365 Customer Service Hub.
Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
NEW QUESTION # 38
You use Dynamics 365 Customer Service to manage cases.
You need to create a service-level agreement (SLA) that provides a warning when two KPI values match a specified condition: First response and Resolve by.
Which two types of SLA details should you use? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
- A. Response KPI only
- B. Item warning
- C. Resolve KPI only
- D. SLA item failure
Answer: B,D
NEW QUESTION # 39
A client plans to implement a case resolution process.
Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 40
......
Microsoft MB-230 certification exam is part of the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification track. Microsoft Dynamics 365 Customer Service Functional Consultant certification track is designed for professionals who want to become certified experts in customer service functional consulting with Microsoft Dynamics 365. Microsoft Dynamics 365 Customer Service Functional Consultant certification track includes two exams, including MB-230 and MB-240, which focus on the practical application of customer service functional consulting skills with Microsoft Dynamics 365.
Pass Microsoft MB-230 Premium Files Test Engine pdf - Free Dumps Collection: https://passitsure.itcertmagic.com/Microsoft/real-MB-230-exam-prep-dumps.html