MB-230 Practice Questions
Microsoft Dynamics 365 for Customer Service
Last Update 2 days ago
Total Questions : 369
Dive into our fully updated and stable MB-230 practice test platform, featuring all the latest Dynamics 365 for Customer Service Functional Consultant Associate exam questions added this week. Our preparation tool is more than just a Microsoft study aid; it's a strategic advantage.
Our free Dynamics 365 for Customer Service Functional Consultant Associate practice questions crafted to reflect the domains and difficulty of the actual exam. The detailed rationales explain the 'why' behind each answer, reinforcing key concepts about MB-230. Use this test to pinpoint which areas you need to focus your study on.
You are configuring a single business process flow in Dynamics 365 for Customer Service.
You need to design the business process flow.
What should you do?
What should managers use to perform weekly reviews with case representatives?
You need to configure the system to meet the workspace requirements for case representatives.
Which role should you assign to case representatives?
You need to configure the options for the schedule.
Which options should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
A company implements Dynamics 365 Customer Voice. The company sends out customer satisfaction surveys. The service team creates one survey from a blank project and others from a predefined project template.
When the company receives all the survey responses, a member of the service team must analyze the results. The member must calculate satisfaction scores to help the service manager identify required efficiency changes for the department.
You need to determine which type of satisfaction metrics to use.
Which metrics should you use? To answer, drag the appropriate metrics to the correct scores. Each metric may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
A company uses Dynamics 365 Customer Service. Customer Voice is deployed on the tenant.
When a user resolves a case in the system, the individual who reported the incident must automatically receive an email with a link to complete a customer feedback survey. Survey responses must be visible against the resolved case.
You need to implement a solution.
Solution: Create a cloud flow. Use the Send an email (V2) action containing a link to a website that has the embedded survey.
Does the solution meet the goal?
Your company uses Dynamics 365 Customer Service. You create the following support offerings. Customers must choose one of the three offerings.
Email only
Phone only
Half phone and half email
You allocate 50 cases to each support offering.
You need to create the entitlement with terms that adhere to the support offerings.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
You need to select the steps to create a new macro that will automate opening a new case creation form.
Which four actions should you recommend 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.
You need to implement a solution to provide the technician ' s utilization.
Which solution should you use?
