VALID MB-230 EXAM MATERIALS | VALID EXAM MB-230 BLUEPRINT

Valid MB-230 Exam Materials | Valid Exam MB-230 Blueprint

Valid MB-230 Exam Materials | Valid Exam MB-230 Blueprint

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Tags: Valid MB-230 Exam Materials, Valid Exam MB-230 Blueprint, 100% MB-230 Accuracy, MB-230 Valid Test Guide, MB-230 New Dumps Book

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Microsoft MB-230 Certification Exam is aimed at professionals who have experience working with Microsoft Dynamics 365 customer service. MB-230 exam is intended to test the candidate's knowledge in configuring and managing customer service processes, handling service requests, and resolving issues. MB-230 exam also tests the candidate's ability to use Dynamics 365 tools and features to improve customer service operations. Microsoft Dynamics 365 Customer Service Functional Consultant certification exam covers topics such as service management, case management, knowledge management, and omnichannel engagement.

>> Valid MB-230 Exam Materials <<

Microsoft - MB-230 - Microsoft Dynamics 365 Customer Service Functional Consultant Authoritative Valid Exam Materials

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q161-Q166):

NEW QUESTION # 161
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 # 162
You need to decide which action is applicable in the SLA.
What should you do? 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/customer-service/define-service-level-agreements


NEW QUESTION # 163
You manage Dynamics 365 Customer Service. You have a routing rule set named CustomerResolution that assigns general inquiry cases to a queue named GeneralInquiry.
You need to assign technical support cases to a queue named TechSupport.
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:

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

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-cases


NEW QUESTION # 164
A company is implementing a customized app that will automatically route cases.
You need to determine the correct URL to connect to the app location in the cloud.
Which URL format should you use?

  • A. https://"<"org">.dynamics.com/apps
  • B. https://..dynamics.com/Apps/uniquename/
  • C. https://"<"org">.crm.dynamics.com/
  • D. https://"<"org">/apps

Answer: C


NEW QUESTION # 165
A customer service manager needs a new business process flow to manage support for a product rollout for bicycles. There are two bicycle models: standard and high performance.
Support representatives must be able to:
Specify the model of the bicycle.
Capture comments from customer support issues if the bicycle is the high-performance model.
You need to create the business process flow.
What should you configure for each requirement? To answer, select the appropriate options in the answer area.

Answer:

Explanation:

Explanation
Box 1: Categories only
Box 2: Categories and Subjects
Note:
* Using the Categories entity, you can create hierarchical categorical data to help group records. Categorizing entity records in Dynamics 365 Customer Service helps you tag the records so that you can easily search them.
Use the entity to create and manage a logical structure of categories in Dynamics 365 Customer Service, and then associate entity records to one or more categories.
Categories are useful for reporting, sorting, segmenting, and categorization of records.
* The customer engagement apps (Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, Dynamics 365 Marketing, and Dynamics 365 Project Service Automation), include a subject organizational structure that lets you mark and categorize service cases, knowledge base articles, products, and sales literature. By using the subject hierarchy, you can classify service cases to quickly provide service to your customer. You can also provide the appropriate sales literature. You'll also be able to better understand gaps in your sales literature, evaluate service quality by subject area, and improve reporting on the performance of your products.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-manage-categories
https://docs.microsoft.com/en-us/power-platform/admin/define-subjects-categorize-cases-products-articles


NEW QUESTION # 166
......

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