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Microsoft MB-230 is a certification exam that evaluates the skills and knowledge of individuals seeking to become Microsoft Dynamics 365 Customer Service Functional Consultants. MB-230 exam is designed to test the candidate's ability to implement and configure the Dynamics 365 Customer Service application, design and implement service management processes, and integrate Dynamics 365 with external systems.

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Our Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) practice exam can be modified in terms of length of time and number of questions to help you prepare for the Microsoft real test. We're certain that our MB-230 Questions are quite similar to those on MB-230 real exam since we regularly update and refine the product based on the latest exam content.

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q120-Q125):

NEW QUESTION # 120
Hotspot Question
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 # 121
You are implementing Omnichannel for Customer Service for a company. The company has the following requirements:
* Initial conversations must be assigned to Power Virtual Agents chatbots.
* If a conversation needs to be escalated, it must be assigned to a human agent
* The chatbot and human agents must be in the same queue
You need to complete the implementation to meet the requirements.
What must the chatbot capacity as compared to the agents' capacity?

A. The chatbot capacity must be the same as the capacity of the agents
B. The chatbot capacity must be less than the capacity of the agents.
C. The chatbot capacity must be higher than the capacity of the agents.

Answer: C

NEW QUESTION # 122
You are a Dynamics 365 for Customer Service administrator.
You need to import cases from a file without applying routing rules.
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:

Explanation

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/create-rulesautomatically

NEW QUESTION # 123
You are a Dynamics 365 for Customer Service administrator. The organization has multiple business process flows for warranty management.
You need to manage business process flows.
What should you configure? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION # 124
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:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

NEW QUESTION # 125
......

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Mary Johnson Mary Johnson

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