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Microsoft MB-230 Exam is an essential certification for professionals seeking to become certified Microsoft Dynamics 365 Customer Service Functional Consultants. MB-230 exam is designed to test the knowledge and skills required to implement and configure Microsoft Dynamics 365 Customer Service applications, including the ability to design and implement service management processes, configure case management and knowledge management, and integrate customer service applications with other Dynamics 365 applications.

Skills measured

Implement Omnichannel for Customer Service (30-35%)
Implement scheduling (10-15%)
Manage queues, entitlements, and service-level agreements (SLAs) (15-20%)
Manage cases and Knowledge Management (20-25%)
Manage analytics (10-15%)

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Microsoft MB-230 exam measures the candidate's ability to configure and customize Dynamics 365 Customer Service, manage cases, and knowledge management. MB-230 exam also evaluates the candidate's knowledge of integrating Dynamics 365 Customer Service with other applications, such as Power Apps, Power Automate, and Power BI. MB-230 Exam consists of 40-60 multiple-choice questions, and the candidate is given 150 minutes to complete the exam.

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q54-Q59):

NEW QUESTION # 54
A company that manufactures industrial heating, ventilation, and air conditioning units (HVAQ implements Dynamics 365 Customer Service.
Following each installation, customers must be surveyed about their satisfaction of the installation and the conduct of the installers.
You need to recommend the appropriate question types.
Which question types should you recommend? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION # 55
You are a Dynamics 365 for Customer Service administrator.
You need to import cases from a file without applying routing rules.
Which three 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/customer-service/create-rulesautomatically

NEW QUESTION # 56
You are using Dynamics 365 Customer Service. You are viewing a knowledge base (KB) article from a case record. Knowledge management is set up to use an external portal.
You need to link the article to the case and share the article with the customer.
What is the solution for each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:
Text Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/find-knowledge-articles-within-record-dynamic

NEW QUESTION # 57
A company manufactures, installs, and maintains residential water filtration systems. The company implements Dynamics 365 Customer Service.
Installation technicians call support technicians when they encounter issues during system installations.
You must create step-by-step documentation for the support technicians.
Which two fields must you include? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. Description
B. Owner
C. Language
D. Agent script

Answer: A,D

NEW QUESTION # 58
You are implementing Omnichannel for Customer Service for a call center.
The call center's requirements for the implementation are as follows:
When a new chat conversation is started, the Customer Summary and New Case form tabs must be open.
The Customer Summary tab must be the primary tab during the conversation.
Agents must be able to close the New Case form tab.
Agents must not be able to close the Customer Summary tab.
You need to configure the tabs.
Which configuration should you use for each tab? To answer, drag the appropriate types of account information to the correct SMS channel provider. Each type of account information 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
Graphical user interface, text, application Description automatically generated

NEW QUESTION # 59
......

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