MB-230 VALID STUDY GUIDE & MB-230 VALID EXAM CRAM

MB-230 Valid Study Guide & MB-230 Valid Exam Cram

MB-230 Valid Study Guide & MB-230 Valid Exam Cram

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Microsoft MB-230 Certification Exam is an ideal certification for professionals who work in customer service or customer support roles and want to demonstrate their expertise in Dynamics 365 Customer Service functional consultant role. Microsoft Dynamics 365 Customer Service Functional Consultant certification provides a strong foundation for professionals who want to advance their careers in Dynamics 365 Customer Service and is recognized globally in the industry.

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q118-Q123):

NEW QUESTION # 118
You need to ensure cases are handled correctly.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/overview-unified-routing


NEW QUESTION # 119
You are a Dynamics 365 system administrator.
The customer service desk needs to be able to apply service level agreements (SLAs) on demand to customers that do not have SLAs.
You need to determine how SLAs on demand can be assigned.
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 new SLA for each case that does not have a customer SLA.
  • B. Automatically apply SLAs to records based on business logic.
  • C. Assign SLAs manually to records.
  • D. Go into the SLA configuration and assign it to a customer.
  • E. Use an existing customer SLA and change the conditions after assigning the SLA to the customer record.

Answer: B,C

Explanation:
Explanation
Apply SLAs on demand.
With the enhancements made to SLAs, you can now apply SLAs to records manually. You can also automatically apply SLAs to records based on your business logic by using workflows or custom plug-ins.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements


NEW QUESTION # 120
You are a Dynamics 365 for Customer Service administrator. You are using Voice of the Customer and are reviewing survey A survey responder marked 10 percent for overall satisfaction.
You need to ask additional questions based on the response.
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.

Answer:

Explanation:

Explanation

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey


NEW QUESTION # 121
You ate creating a bot by using Power Virtual Agents to work within Dynamics 365 Customer Service. The bot must support voice and chat capabilities. The bot must also meet the following requirements:
* When a user starts the conversation, the bot should ask if they need help with installation or support.
* The user must be able to talk to a live person when requested.
You need to configure the bot.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:


NEW QUESTION # 122
You need to configure each escalation scenario.
Which configuration should you use for each scenario? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:
Graphical user interface, text, application Description automatically generated

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


NEW QUESTION # 123
......

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