MB-230 PDF Questions – Perfect Prospect To Go With MB-230 Practice Exam

MB-230 PDF Questions – Perfect Prospect To Go With MB-230 Practice Exam

As we all know, passing an exam is not an easy thing for many candidates. They need time and energy to practice. MB-230 study materials will save your time with the skilled professional to compile them, and they are quite familiar with exam center. Therefore there is no need for you to research the MB-230 Study Materials by yourself. Furthermore, we use international recognition third party for your payment for MB-230 exam dumps, and your money and account safety can be guaranteed. If you find your interests haven’t been guaranteed, you can ask for the refund.

Microsoft MB-230: Details and Topics

The MB-230 test is available in the English language. The candidates should review the official exam objectives before taking this test. This is because Microsoft regularly updates the exam topics to align with the dynamic evolvement of the industry. To register for this test, the applicants must pay the fee of $165. The formats of the questions that may appear in the exam are multiple choice, case studies, drag and drop, build list, and active screen, among others. The number of questions contained in Microsoft MB-230 is usually between 40 and 60 and the time for their completion is 120 minutes.

>> MB-230 Reliable Braindumps Sheet <<

100% Pass 2023 Microsoft MB-230: Accurate Microsoft Dynamics 365 Customer Service Functional Consultant Reliable Braindumps Sheet

There are more opportunities for possessing with a certification, and our MB-230 study tool is the greatest resource to get a leg up on your competition, and stage yourself for promotion. When it comes to our time-tested MB-230 latest practice dumps, for one thing, we have a professional team contains a lot of experts who have devoted themselves to the research and development of our MB-230 Exam Guide, thus we feel confident enough under the intensely competitive market. For another thing, conforming to the real exam our MB-230 study tool has the ability to catch the core knowledge. So our customers can pass the exam with ease.

Microsoft MB-230 Exam Syllabus Topics:


Manage cases and Knowledge Management (20-25%)

Create and manage cases– configure cases
– manage case lists
– create and search for case records
– convert activities to cases
– perform case resolution
– implement parent/child cases
– merge cases
– set autonumbering for customer service entities
Configure and automate cases– implement Advanced Similarity rules
– implement record creation and update rules
– implement case routing rules
– customize the Case Resolution form
– configure Status Reason transitions
– configure business process flows- capture customer feedback by using Customer Voice
Implement Knowledge Management– configure the Knowledge Search control
– link an article with a case
– use knowledge management to resolve cases
– manage the knowledge management article lifecycle
– manage Knowledge management articles
– configure entities for Knowledge Management
– manage Knowledge article templates
– implement knowledge search
– enable Relevance Search
– configure categories and subjects
– convert cases to knowledge articles

Manage queues, entitlements, and service-level agreements (SLAs) (15-20%)

Create and manage queues– describe use cases for each queue type
– configure queues
– add cases and activities to queues
– configure entities for queues
– perform queue operations
Create and manage entitlements– configure entitlements
– define and create entitlements- manage entitlement templates
– activate and deactivate entitlements- renew or cancel an entitlement
Create and manage SLAs– define and create service-level agreements (SLAs)
– configure SLA settings
– configure a holiday schedule
– configure a customer service schedule
– implement actions by using Power Automate
– manage cases that are associated with SLAs
– manually apply an SLA
– create and manage SLA items

Implement scheduling (10-15%)

Manage resources– configure business closures
– configure organizational units
– configure resources
– configure work hours
– configure facilities and equipment
Manage services– define services
– schedule a service activity
– configure fulfillment preferences
– create a schedule board
– schedule a service activity by using the schedule board

Implement Omnichannel for Customer Service (30-35%)

Deploy Omnichannel for Customer Service– provision Omnichannel for Customer Service
– define user settings
– configure application setting
– manage queues
– configure skills-based routing

The exam consists of 40-60 multiple-choice questions, and the candidate has 150 minutes to complete it. The exam covers various topics, including customer service concepts, service level agreements, case management, knowledge management, queues, entitlements, voice of the customer, and integration with other applications. The candidate needs to score at least 700 out of 1000 to pass the exam.

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q140-Q145):

You need to implement service-level agreements.
Which type of agreements should you implement?

  • A. Enhanced
  • B. Contact
  • C. On-demand
  • D. Standard

Answer: A


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.





You are a Dynamics 365 for Customer Service administrator.
You must track time against enhanced service-level agreements (SLAs).
You need to add a timer.
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.



1 – Ensure the entity is enabled for SLA.
2 – Create a quick view form for each SLA KPI instance field.
3 – Add the quick view forms to the primary entity form.

You are customizing a Dynamics 365 for Customer Service implementation.
The call center manager requires a visual representation that includes the number of resolved cases by month for each call center agent. The chart must be visible to all users within the service area.
You need to create the chart.
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.



1 – Navigate to Settings, and then select Solutions. Verify that the case entity is in the solution.
2 – In the solution,navigate to the Case entity and select Charts
3 – Create and configure the chart

You are using Dynamics 365 Customer Service.
You need to ensure that customers request support by using email, phone or web, based on their signed contracts with your company.
What should you do?

  • A. Configure routing rules.
  • B. Configure entitlement channels.
  • C. Create an entity for each channel and configure the relationship with the entitlement.
  • D. Create queues for each channel.

Answer: B



MB-230 Actual Tests: https://www.getvalidtest.com/MB-230-exam.html

Tags: MB-230 Reliable Braindumps Sheet,MB-230 Actual Tests,MB-230 Valid Test Simulator,Latest MB-230 Exam Testking,MB-230 Upgrade Dumps

Leave a Reply

Your email address will not be published. Required fields are marked *