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The Microsoft MB-230 certification exam is part of the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification track. This certification track is designed for professionals who want to become certified experts in customer service functional consulting with Microsoft Dynamics 365. The certification track includes two exams, including MB-230 and MB-240, which focus on the practical application of customer service functional consulting skills with Microsoft Dynamics 365.

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Microsoft MB-230 Exam Overview

Though there are no requirements for admission to the MB-230 test, it is part of the requirements for Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. Before sitting for MB-230 exam, you have to pass the PL-200 test. Both are a necessity to apply for a position of Functional Consultant, but if the PL-200 exam is focused on the Microsoft Power Platform, MB-230 exam in its turn is all about Microsoft Dynamics 365 Customer Service. Each of the exams will cost you $165 and before passing them you need to create an account with Microsoft and to schedule the required exam via Pearson VUE.

It assesses the candidate’s knowledge and skills to cooperate with solution architects and customer engagement administrators, as such specialists should be proficient in working with service management virtualization and reports, as well as know all best practices to meeting the customers’ needs.

Moving forward, exam MB-230 contains 40-60 questions which you are to complete within 130 minutes. The format of this test includes multiple-choice or multiple select questions, case studies or fill-in blanks, among many.

If you want to ace this exam, you must score at least 700 points on a scale of 1000. However, if you fail to pass the test on your first attempt, then you must wait for at least 24 hours before you can retake the exam and if you are unable to pass it the second time, then you need to wait for at least 14 days before your next trying. This is the same rule that guides the retake process if you are retaking for the fourth or fifth time. Candidates are allowed to take the exam not more than five times a year. So, if you are unable to pass the exam on the fifth time, you will have to wait for a year which starts on your failure of the fifth attempt. At the same time, if you need the certificate urgently and you have exhausted the time you can do the exam in a year, you can contact Microsoft if you want to try again.

The Microsoft MB-230 certification exam is ideal for professionals working in roles such as customer service managers, functional consultants, and system administrators. The certification validates their ability to implement Dynamics 365 customer service solutions that can help businesses improve customer engagement and satisfaction. The exam consists of a variety of questions, including multiple-choice, scenario-based, and drag-and-drop questions. Candidates need to score a minimum of 700 out of 1000 points to pass the exam and earn the certification. Overall, the Microsoft MB-230 certification is an excellent way for professionals to enhance their career prospects in the field of Dynamics 365 customer service functional consultancy.

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q55-Q60):

A client wants to use the knowledge base in Dynamics 365 Customer Service.
You need to identify the state of a knowledge base article when an event occurs.
What are the states of the articles? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.



Box 1: Review
Review – The draft version of the article is sent to reviewers to approve or reject.
Mark a knowledge article for review
To ensure that the content you’ve created is accurate, have someone review it.
You can mark an article for review or directly assign it to a specific person or queue. When you mark an article for review, it starts appearing in the knowledge manager’s dashboard. The knowledge manager can then assign the article to specific team members or a queue for review.
Box 2: Published
When you approve the content of an article, it means that the content is ready to be consumed by other customer service reps, and also ready to be published.
On the Business process bar, in the Review stage, in the Review field, select Approve.
The article is now ready to be published.
Box 3: Draft
Draft – The article is in the process of being created.
Note: A versioned knowledge article in the Draft state can be modified only by the author or reviser with the contribute access to the knowledge base, owner of a knowledge base, users with the admin and knowledge_admin role, and ownership group members, if ownership group is added to the article.

Your company uses Dynamics 365 Customer Service. You create the following support offerings. Customers must choose one of the three offerings.
Email only
Phone only
Half phone and half email
You allocate 50 cases to each support offering.
You need to create the entitlement with terms that adhere to the support offerings.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

  • A. Create different entitlement templates for each set of terms. Apply the appropriate template to the customer.
  • B. Create one entitlement template that includes the three different terms. Apply the template to the customer, and then remove the terms that do not apply.
  • C. Create three entitlement templates with terms for 50 calls and 50 emails. Apply the template to the customers as they sign the support offering.
  • D. Create a new entitlement for each new support offering for the customer, with terms equal to 25 phone calls and 25 emails.
  • E. Create a new entitlement for each new support offering for the customer, with terms equal to 50 phone calls and 50 emails.

Answer: C,E

Note: Quickly create other entitlements prefilled with the basic information like the start and end date, service level agreement (SLA), allocation type, and total term by using an entitlement template in Dynamics 365 Customer Service. For example, create a template for a standard entitlement, and then apply this template for every standard customer in your organization.
Template information include:
Total Term: Specify the total amount of support the customer is entitled to with respect to the allocation type. For example, if the allocation type is number of cases and you specify 100 in Total term, then the customer is entitled to support up to 100 cases.

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.





You are a Dynamics 365 system administrator.
The customer service desk needs to be able to apply service level agreements (SLAs) on demand to customers that do not have SLAs.
You need to determine how SLAs on demand can be assigned.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

  • A. Assign SLAs manually to records.
  • B. Use an existing customer SLA and change the conditions after assigning the SLA to the customer record.
  • C. Go into the SLA configuration and assign it to a customer.
  • D. Automatically apply SLAs to records based on business logic.
  • E. Create a new SLA for each case that does not have a customer SLA.

Answer: A,D


You are implementing a new channel within Omnichannel.
You need to enable an SMS channel.
On which entity should you configure each task? To answer, drag the appropriate entities to the correct tasks. Each entity 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.





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