Newly updated Microsoft MB-230 dumps exam questions

Microsoft MB-230 is an advanced customer service certification program. You need to include an understanding of industry terms, priorities, standards, methods, customer service operations, and best practices, etc.
All goals serve the customer service insight add-on of Microsoft Dynamics 365 customer service, Power Virtual Agents, and omnichannel customer service.

Related to it:

MB-210: Microsoft Dynamics 365 functional consultant with sales expertise (responsible for implementing solutions that support the sales life cycle so that it can operate efficiently to achieve revenue goals, business strategies, and company goals)

MB-220: Dynamics 365 Marketing function consultant (responsible for the implementation of solutions to attract and convert potential customers, build brand awareness, standardize omnichannel messaging, and provide marketing insights)

MB-240: Microsoft Dynamics 365 field service function consultant (responsible for implementing solutions for managing resources to complete the field service life cycle)

Microsoft Dynamics 365: is Microsoft’s core service project, communication, solution, and problem handling.

Pass the exam to obtain the Microsoft Dynamics 365 exam certification certificate to help you enter the door of Microsoft services.

Next, I will share the Microsoft MB-230 exam questions. You can find other Microsoft Dynamics 365 related exam questions on this site. We only share a part of the Microsoft MB-230 exam questions for free, complete
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Microsoft MB-230 exam questions online test

The answer is announced at the end of the article

QUESTION 1

You need to configure the queue for telephone-based cases.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. Create a case from email.
B. Define an SLA and entitlements and set entitlement values for case numbers.
C. Configure a status reason transition.
D. Create a case routing rule.
E. Automatically create or update records.

QUESTION 2

You are using Dynamics 365 for Customer Service. You need to create the entitlements for your customers. What
should you do?

A. Create queues for each channel.
B. Create an entity for each channel and configure the relationship with the entitlement.
C. Configure entitlement channels.
D. Configure routing rules.

QUESTION 3

Your company makes use of Dynamics 365 for Customer Service. You are employed as an administrator.
You are required to configure an entitlement template for a standard support contract that allows for 40 hours of email
support, as well as Phone as a premium service in allotments of 20 incidents.
Which of the following is TRUE with regards to the entitlement channel?

A. It should be set to Email only.
B. It should be set to Phone only.
C. It should be set to Email and Phone.
D. It is an unnecessary setting.

Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entitlements-templates

QUESTION 4

You are employed as a system administrator for your company\\’s Dynamics 365 for Customer Service implementation.
You have been tasked with creating a service-level agreement (SLA) that allows for times and status
Correct Answer: B
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-levelagreements

QUESTION 5

You are a customer service manager using Dynamics 365 for Customer Service.
You need to restrict support to the products that a customer has purchased. What should you do?

A. Add the product to the account
B. Add the products to the case
C. Add the products to the customer\\’s entitlement
D. Add the products to the customer

QUESTION 6

You are helping a company implement Power Virtual Agents with Omnichannel for Customer Service.
The company has a chatbot that escalates to a manager if a customer wants to escalate from a chatbot.
You need to configure a prerequisite before you can implement the chatbot.
Which prerequisite should you configure?

A. Configure context variables for a chatbot.
B. Create one chatbot in one queue with a human having a higher capacity over the chatbot.
C. Create one chatbot in one queue with the chatbot having the highest capacity over human capacity.
D. Configure a Microsoft Teams support channel for the chatbot.
E. Configure an SMS channel for a chatbot.

Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent

QUESTION 7

You need to configure the system to notify managers about unhappy patients. What should you do?

A. Configure Omnichannel Insights.
B. Set a routing rule for escalations.
C. Change the value of the Monitor real-time customer sentiment option to Yes.

Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/oc-monitor-real-time-customer-sentimentsessions

QUESTION 8

Customer service representatives are not able to manually add service-level agreements (SLAs) to a record.
You need to enable on-demand SLAs.
What should you do?

A. Configure the scope of the workflow
B. Publish the on-demand SLA
C. Activate the SLA
D. Request an administrator to add the SLA field to the entity form

Reference: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-levelagreements

QUESTION 9

You manage Dynamics 365 for Customer Service.
You need to configure automatic case creation for emails received by customers who have a support contract.
What should you do?

A. Configure service level agreements to be on hold until a call can be made to the customer.
B. Create an automatic record creation and update rule. Set the source type to email. Configure the rule to send
automatic email responses to customers when records are created.
C. Create an automatic record creation and update rule. Set the source type to service activity. Configure the rule to
send automatic email responses to customers when records are created.
D. Create an automatic record creation and update rule. Set the source type to email. If a valid entitlement exists,
configure the rule to create a case.

QUESTION 10

You are employed as an administrator for your company\\’s Dynamics 365 for Customer Service implementation. You
are currently creating case dashboard. You want to make sure that the dashboard displays cases by priority. Which of
the following actions should you take?

A. You should configure the use of a timeframe filter.
B. You should configure the use of a priority filter.
C. You should configure the use of a global filter.
D. You should configure the use of a visual filter.

Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guidedashboard#visual-filter

QUESTION 11

You need to ensure that claim disputes conform to the defined case life cycle.
What should you configure?

A. Related cases
B. Case Relationships
C. Timeline
D. Status Reason Transition
E. Subject

QUESTION 12

You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd.
You need to automatically create cases from emails sent to the [email protected] email address.
Solution: Create an automatic record creation and update rule. Set the Source type to Service activity, and then select
the queue.
Does the solution meet the goal?

A. Yes
B. No

QUESTION 13

Your company makes use of Dynamics 365 Customer Service with the default settings unchanged.
You want to find like cases in the system using a default search feature.
You make use of Full-text Quick Find.
Does the action achieve your objective?

A. Yes, it does
B. No, it does not

Reference: https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/admin/configure-quickfind

Verify the answer:

Get more Microsoft MB-230 dumps: https://www.leads4pass.com/mb-230.html (Total Questions: 157 Q&A)

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Microsoft Dynamics 365 MB-230 is one of Microsoft’s core certifications. Microsoft certification is very popular. Passing any Microsoft certification will help you improve your career. You can learn a lot here. Choose Lead4pass to help you pass the first exam successfully.

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