Valid Microsoft MB-230 Exam Materials, Valid MB-230 Exam Format

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Achieving the Microsoft Dynamics 365 Customer Service Functional Consultant certification by passing the MB-230 exam demonstrates a candidate's ability to design and implement customer service solutions using Dynamics 365. Microsoft Dynamics 365 Customer Service Functional Consultant certification opens up new career opportunities and enables professionals to showcase their expertise in the customer service industry.

Microsoft MB-230 certification exam is designed for professionals who are interested in gaining expertise in customer service functional consulting for Microsoft Dynamics 365. Microsoft Dynamics 365 Customer Service Functional Consultant certification exam tests the candidate's knowledge of customer service processes, service level agreements, entitlements, omnichannel, voice of the customer, and customer service analytics. MB-230 Exam focuses on the practical application of these skills in a real-world environment and is designed for individuals who have hands-on experience with Microsoft Dynamics 365 Customer Service.

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q47-Q52):

NEW QUESTION # 47
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 records witll rollup into.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/sales-enterprise/create-edit-goal-metric

NEW QUESTION # 48
You are modifying the phone-to-case process in Dynamics 365 Customer Service. You create a flow by using PowerApps as shown in the exhibit. (Click the

You must modify the business process flow to include the check-email step at the beginning of the research stage.
Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

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

Reference:
https://docs.microsoft.com/en-us/power-automate/create-business-process-flow?context=/dynamics365/context/s

NEW QUESTION # 49
A company is using Omnichannel for Customer Service.
You add a live chat button to your company's website for existing customers. Requests for chats are handled by the next available representative. The chat must route the customer to the same representative if the customer is inadvertently disconnected.
You need to configure the chat.
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.
NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.

Answer:

Explanation:

1 - Create a work stream.
2 - Set the routing rule.
3 - Set the Enable Agent Affinity...
4 - Create context variables...

NEW QUESTION # 50
You assign a case to a user named User A.
User A is not available to work on the case. The customer service manager moves the case to the queue for User B .
Which of the following statements is true?

A. User B now owns the case.
B. The customer service manager now owns the case.
C. User A still owns the case, but the case is located in the queue for UserB .
D. The case is not moved to the queue for User B until User A approves the move.

Answer: D

NEW QUESTION # 51
A company implements Dynamics 365 for Customer Service.
Which status reason is used for each case status? To answer, select the appropriate option in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:

NEW QUESTION # 52
......

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Valid Microsoft MB-230 Exam Materials, Valid MB-230 Exam Format

Free PDF 2025 Newest MB-230: Valid Microsoft Dynamics 365 Customer Service Functional Consultant Exam Materials

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q47-Q52):

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