NEW MB-230 EXAM SAMPLE | MB-230 OFFICIAL PRACTICE TEST

New MB-230 Exam Sample | MB-230 Official Practice Test

New MB-230 Exam Sample | MB-230 Official Practice Test

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Tags: New MB-230 Exam Sample, MB-230 Official Practice Test, Reliable MB-230 Braindumps Sheet, Latest MB-230 Exam Questions Vce, MB-230 Valid Test Bootcamp

2025 Latest LatestCram MB-230 PDF Dumps and MB-230 Exam Engine Free Share: https://drive.google.com/open?id=1m98JS_-e_6mLAcu2t1gKq-cMjyhZqg1O

One can start using product of LatestCram instantly after buying. The 24/7 support system is available for the customers so that they don't stick to any problems. If they do so, they can contact the support system, which will assist them in the right way and solve their issues. A lot of Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) exam applicants have used the Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) practice material. They are satisfied with it because it is updated.

Microsoft MB-230 Exam is intended for professionals who work in the customer service industry and have experience using Dynamics 365. MB-230 exam is ideal for individuals who want to demonstrate their expertise in designing and implementing customer service solutions, as well as those who want to expand their career opportunities and increase their earning potential.

>> New MB-230 Exam Sample <<

MB-230 Official Practice Test | Reliable MB-230 Braindumps Sheet

If you want to get Microsoft certification and get hired immediately, you’ve come to the right place. LatestCram offers you the best exam dump for Microsoft certification i.e. actual MB-230 brain dumps. With the guidance of no less than seasoned MB-230 professionals, we have formulated updated actual questions for MB-230 Certified exams, over the years. To keep our questions up to date, we constantly review and revise them to be at par with the latest MB-230 syllabus for Microsoft certification. With our customizable learning experience and self-assessment features of practice exam software for MB-230 exams, you will be able to know your strengths and areas of improvement. We provide authentic braindumps for MB-230 certification exams.

The Microsoft Dynamics 365 Customer Service Functional Consultant certification process for the Microsoft MB-230 Exam involves passing a comprehensive exam that covers a wide range of topics related to Dynamics 365 Customer Service. MB-230 exam consists of 40-60 multiple choice questions, and candidates are given 90 minutes to complete the exam. MB-230 exam questions are designed to test the candidate's knowledge of customer service concepts, service management strategies, and the ability to configure and customize Dynamics 365 Customer Service applications. Upon passing the exam, candidates will receive the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification, which is a valuable credential for professionals seeking to advance their careers in customer service management.

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q227-Q232):

NEW QUESTION # 227
A company is evaluating Dynamics 365 Customer Service Insights.
The company decides to use the sample data environment to expedite the evaluation process.
You need to recommend a dashboard.
Which dashboard should you recommend? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:
Graphical user interface, text, application Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/dashboard-kpi-summary
https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/dashboard-case-resolutions


NEW QUESTION # 228
You are configuring Dynamics 365 Customer Service.
Child cases must inherit the customer name and contact from the parent case when opened.
You need to configure the case inheritance.
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.

Answer:

Explanation:

1 - Enter Service management.
2 - Select Parent and child case settings.
3 - Select the field to be inherited.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases


NEW QUESTION # 229
A client plans to implement a case resolution process.
Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:


NEW QUESTION # 230
Case Study 6 - Lucerne Publishing
Background
Lucerne Publishing is a publishing company in copyright. The company publishes books for higher education. It also invests in multiple cloud-based solutions to support the customer service, publishing, and sales departments.
Current Environment
Lucerne Publishing uses the following:
- The Customer Service app for the publishing customer service division.
- Omnichannel capabilities in the Customer Service app.
- Third-party apps for e-commerce so students and parents can order books or courses online.
- Customer service agents as the representatives who will resolve customers issues using various channels.
- Resident employees who work for Lucerne Publishing and live in the buildings inside the business center.
- A technician dispatch team that includes dispatchers who review and schedule work orders and assign the work orders to resources on the schedule board.
The company has an internal division that provides repair services such as plumbing and electrical. The division provides services to the buildings inside the company business center, and some of those are used as residences by printing employees.
Requirements
Customer Service - Contact Center
The company has the following requirements:
- Improve agent response time in live chats with customers.
- Improve agent productivity by automating tasks. For example, the customer service manager requests that a new case is created automatically when an agent is on a chat with a customer.
- Provide instructions for agents to use when processing book returns. The instructions must include the following: o Greet the customer. o Automatically open the case form for the book return, o Close the session with the customer.
- Allow agents to use different channels such as short message service (SMS), social, and call when providing service to customers.
- Enable a new text SMS channel for the agents.
- Improve the agents' capability to search using AI suggestions.
- Provide agents with real-time recommendations on similar cases and knowledge-base articles.
- Allow agents to know the customer's point of view on the service.
- Provide a solution that will identify an agent's supervisor when a customer has a negative experience.
- Improve how the agents' skills and profiles are maintained.
- Route calls to agents who can support French-speaking customers.
- Configure the French language as a skill for agents who support French-speaking customers.
- Provide access to the Omnichannel agent app and productivity tools for supervisors and agents.
- Provide the customer service supervisor with the ability to create agent scripts for Omnichannel agents and a workstream for SMS. The customer service supervisor must also be able to edit an existing workstream.
- Provide the customer service supervisor with the ability to track sentiment in real time.
- Provide agents with AI suggestions on the recent contact that worked on similar cases.
Customer Service - Repairs
The company has the following requirements for repair requests:
- Dispatchers must be able to track a technician and schedule jobs for technicians based on availability.
- A dispatcher named UserA must be able to create a new view to display only unscheduled work orders. The view must be displayed only when the work orders are open-unscheduled, and the substatus is ready to dispatch work orders.
- The technician dispatch team must be able to create a Schedule tab in the schedule board.
- Dispatchers must be able to track technicians' utilization by using personal color codes.
- The field technician's security role must be field service technician.
Issues
The company reports the following issues:
- Agents spend most of their time doing repetitive tasks during support calls or chats.
- There is no guided process for agents to follow the steps when a customer calls for a book return.
- Customer service managers are not able to provide real-time recommendations to customers using AI suggestions.
- A new channel for SMS is not sending conversations to agents. Agents are required to answer conversations manually.
- The company is not able to retain customers who have a negative experience with the customer service agents.
- Agents are not able to use the schedule board to schedule repair work orders by using a custom view.
- The skills and proficiency model are not defined for the agents. Calls from French-speaking customers are not routed to the appropriate agents.
You need to implement a solution to provide the technician's utilization.
Which solution should you use?

  • A. Use custom web resources.
  • B. Change the board view settings.
  • C. Use default schedule board with filters.
  • D. Create multiple schedule board tabs.

Answer: D


NEW QUESTION # 231
A contact center superviser 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 chokes is correct. You will receive credit for any of the correct orders you select.

Answer:

Explanation:
Explanation


NEW QUESTION # 232
......

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2025 Latest LatestCram MB-230 PDF Dumps and MB-230 Exam Engine Free Share: https://drive.google.com/open?id=1m98JS_-e_6mLAcu2t1gKq-cMjyhZqg1O

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