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The Microsoft MB-230 exam is designed to assess the skills of professionals who wish to become certified as Microsoft Dynamics 365 Customer Service Functional Consultants. This certification is essential for those who aspire to work in customer service or customer relationship management roles within organizations that use Microsoft Dynamics 365. Candidates who pass the MB-230 exam will demonstrate a deep understanding of the Dynamics 365 platform, its features, and how to configure them to deliver outstanding customer service experiences.

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q114-Q119):

NEW QUESTION # 114
A company uses Dynamics 365 for Customer Service.
You need to document the case resolution process.
How are each of the casesresolved? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.

Answer:

Explanation:

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

NEW QUESTION # 115
You need to configure the system to store answers about claims.
Which four actions should you perform in sequence? To answer, move all actions from the list to the answer area and arrange them in the correct order.

Answer:

Explanation:

Explanation
Graphical user interface, text, application Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledge-ar

NEW QUESTION # 116
You are a customer service manager for a company using Dynamics 365 for Customer Service.
You need to set up queues to manage support. You assign a team to each queue.
What type of queue should you configure?

A. Business unit
B. Private
C. Personal
D. Public

Answer: B

Explanation:
Explanation
Section: Topic 3, Manage queues, entitlements, and SLAs
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queuesmanage-ac

NEW QUESTION # 117
You are a customer service representative using Dynamics 365 Customer Service Hub.
You need to link the knowledge base records that relate to cases and send articles to customers.
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 them correct order.

Answer:

Explanation:

1 - Open an existing case record
2 - Type the search terms relating to the case issue in the KB Records tab
3 - Locate the knowledge-base article. Select Link, and then select Email

NEW QUESTION # 118
You are a Dynamics 365 for Customer Service administrator.
Members of the customer support staff must not be available on public holidays in the year 2021.
You need to configure holiday schedules.
Which actions should you perform? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-holidayschedule

NEW QUESTION # 119
......

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