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How to Prepare For MB-230: Microsoft Dynamics 365 Customer Service Exam

Preparation Guide for MB-230: Microsoft Dynamics 365 Customer Service Exam Introduction Microsoft has given a certification track for IT professionals to get certified in Dynamics 365 Customer Service. The assessment is based on a rigorous exam using industry standard methodology to determine whether a candidate meets Microsoft's proficiency standards. According to Microsoft, a Microsoft Certified Dynamics 365 functional consultants enables organizations to leverage responsible for implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction., Microsoft MB-230: Microsoft Dynamics 365 Customer Service Exam is designed for professional who are working in the IT industries as well as it focuses on the other candidates who want to prove introductory knowledge of Microsoft Dynamics 365 Certification is evidence of your skills, expertise in those areas in which you like to work. If candidate wants to work on MB-230: Microsoft Dynamics 365 Customer Service Exam and prove his knowledge, Certification offered by Microsoft. This Microsoft MB-230 Exam helps a candidate to validates his skills in MB-230: Microsoft Dynamics 365 Customer Service Exam Technology. In this guide, we will cover the MB-230: Microsoft Dynamics 365 Customer Service Exam, MB-230: Microsoft Dynamics 365 Customer Service Exam Certified professional salary and all aspects of the MB-230: Microsoft Dynamics 365 Customer Service Exam Certification. >> New MB-230 Test Fee <<

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q22-Q27):

NEW QUESTION # 22
You implement the Unified Service Desk (USD). You plan to implement a window navigation rule.
Which two statements are true? Each answer represents a complete solution.

• A. Rules are evaluated based on the order number,
• B. You must configure default rules so that they are evaluated first
• C. You must use the display name to reference the entity in the rule.
• D. You must populate the form and entity or URL fields for specific rules.

Answer: A,B Explanation:

https://docs.microsoft.com/en-us/dynamics365/unified-service-desk/use-window-navigation-rules- unified-service-desk?view=dynamics-usd-
4.1#:~:text=Window%20navigation%20rules%20in%20Unified%20Service%20Desk%20are%20e xecuted%20in,which%20the%20control%20might%20appear
NEW QUESTION # 23
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.
You are implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2.
You need to set up the queues to meet the following requirements:
Users must have their own queues that no one else can access.
Users must not be able to view each other's queue.
Users must be able to work from the support queue.
Solution:
Set up each user queue to be public.
Set up level1 and level2 queues to be public and add applicable members.
Set up the support queue to be public.
Does the solution meet the goal?

• A. Yes
• B. No

Answer: B Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases
NEW QUESTION # 24
You must create a custom web portal to support customer service processes. The portal must allow customers to chat with customer service if the customer initiates a chat conversation.
You need to embed the chat widget into the web portal.
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:

1 - Open Omnichannel Administration.
2 - One the Basic details tab, copy the widget snippet code.
3 - Open the Portal Management app.
4 - In Content Snippet > Chat widge code in the web portal, paste the widget snippet code.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/embed-chat-widget-portal
NEW QUESTION # 25**
You are configuring a Dynamics 365 for Customer Service instance.
Customer service manager cannot create new entitlements for customer service representatives.
You need toensure that customer service managers can add new entitlement templates and knowledge base records for customer service representatives.
Which access levels should you apply? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.
Answer: ** Explanation:


NEW QUESTION # 26**
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer.
You must display the question: Have you used the product before? If the response is Yes, you must display additional questions concerning the product. If the answer is No, you must display a different set of questions concerning other products.
You need to select a survey feature to use.
Which survey feature should you use?

• A. List of ratings
• B. Basic
• C. Piping
• D. Response routing
• E. Answer tag

Answer: D Explanation:
Section: Topic 4, Configure Voice of the Customer
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advanced- survey#design-interactive-surveys-by-using-response-routing
NEW QUESTION # 27
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