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Introduction to MB-230: Microsoft Dynamics 365 Customer Service Exam

Microsoft MB-230 Exam is a certification exam that is conducted by Microsoft to validates candidate knowledge and skills of Managing cases and knowledge base . Candidate are in charge of designing and implementing service management visualizations and reports provided by and in collaboration with the Solution Architect.This exam checks competency level on topics such as implementation and upgradation Power platform components,managing entitlements and SLA's . After passing this exam, candidates get a certificate from Microsoft that helps them to demonstrate their proficiency in Dynamics 365 Customer Service to their clients and employers. >> Microsoft MB-230 Exam Study Solutions <<

Microsoft MB-230 - Microsoft Dynamics 365 Customer Service Functional Consultant Marvelous Exam Study Solutions

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q115-Q120):

NEW QUESTION # 115
Hotspot Question
You are configuring a Dynamics 365 for Customer Service instance.
Customer service manager cannot create new entitlements for customer service representatives.
You need to ensure 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 # 116**
You are a Dynamics 365 system administrator.
Your customer service team must define goal metrics to track and measure all resolved cases.
You need to create a goal metric with a rollup field.
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.
Answer: ** Explanation:

1 - Define the metric.Enter metric and amount data types.
2 - Create a new rollup field.
3 - Specify the rollup field to track against goals.
4 - Specify details about the source data that rolls up.
5 - Specify the date field that determines the goal period that the rocords will roll up into.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/sales-enterprise/create-edit-goal-metric
NEW QUESTION # 117**
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. If a valid entitlement exists, configure the rule to create a case.
• 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. Configure the rule to send automatic email responses to customers when records are created.

Answer: B
NEW QUESTION # 118
A customer uses Dynamics 365 for Customer Service.
Customer service representatives must be able to create knowledge base articles.
You need to ensure that all knowledge base articles are submitted for review and approval before they are made available to use.
Which four actions must be performed 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 - Create a knowledge article
2 - Mark the knowledge article for review
3 - Approve the article
4 - Publish the article
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hubuser-guide-knowledge-article
NEW QUESTION # 119**
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:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/find-knowledge-articles-within-record-dynamics-365
NEW QUESTION # 120
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