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The MB-230 exam is intended for professionals who have experience in implementing and configuring Dynamics 365 Customer Service solutions or those who are interested in pursuing a career in this field. MB-230 exam is also suitable for consultants, developers, and architects who want to expand their knowledge and capabilities in Microsoft Dynamics 365 Customer Service.

Analytics Management: 10-15%

Visualization Creation & Configuration: The candidates need to possess the expertise in designing and creating charts and reports with the use of Design wizard. This subtheme will also evaluate the competence of the examinees in configuring interactive dashboards.
Customer Service Insights Configuration: This section requires one’s knowledge of use cases and capabilities of Customer Service Insights dashboards. It also measures the skills in managing workspaces and connecting to Customer Service Insights.

The MB-230 Exam covers topics such as case management, customer service analytics, customization and configuration, entitlements and service level agreements, and knowledge management. Through MB-230 exam, candidates will learn how to effectively manage the entire customer service process from receipt of a customer inquiry to resolution of a case. They will also become proficient in identifying and addressing customer trends and issues, as well as leveraging data analytics to drive continuous improvement of the customer experience.

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q272-Q277):

NEW QUESTION # 272
You have a Microsoft Dynamics 365 environment.
You implement Field Service.
You need to set up a service task type.
Which three fields, components, or relationships are available when you create a new service task type? Each correct answer presents a complete solution.

A. Work Order Duration
B. Notes
C. Estimated Duration
D. Description
E. Field Agent

Answer: B,C,D

NEW QUESTION # 273
You are implementing Omnichannel for Customer Service for a hospital.
Each customer service agent has a chat capacity of 200.
The implementation requirements are as follows:
Each agent can take no more than two chats at a time.
A new conversation must auto assign to an available agent.
You need to select the conversation options to meet the requirements.
Which options should you configure?

Answer:

Explanation:

Explanation
Graphical user interface, table Description automatically generated

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

NEW QUESTION # 274
Drag and Drop Question
A contact center supervisor 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 choices is correct. You will receive credit for any of the correct orders you select.

Answer:

Explanation:

NEW QUESTION # 275
You are an Omnichannel administrator for a company. The company is implementing a chat channel.
You need to route all chats relating to work orders to the field service queue.
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 choices is correct. You will receive credit for any of the correct orders you select.

Answer:

Explanation:

Explanation:

NEW QUESTION # 276
You have a Microsoft Dynamics 365 environment.
You implement Field Service and create a Field Service Agreement for a specific account Where should you define the preferred resource?

A. Scheduler Field Service slot text template
B. Booking Setup
C. Schedule Board Setting
D. Field Service Settings

Answer: B

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/field-service/set-up- customer-agreements

NEW QUESTION # 277
......

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