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MB-230 Reliable Study Guide | Latest MB-230 Practice Materials

The web-based Microsoft MB-230 practice test software is designed explicitly for the Microsoft Dynamics 365 Customer Service Functional Consultant exam. It is a well-known self-preparation tool that contains MB-230 Exam Questions approved by Microsoft Certified Professionals. Our Microsoft MB-230 exam questions are periodically updated and are similar to the real Microsoft Dynamics 365 Customer Service Functional Consultant exam questions. The Microsoft MB-230 Practice Test has a close resemblance with the actual Microsoft MB-230 exam. Multiple This Microsoft certification exam needs to be finished in a certain time duration, therefore Microsoft MB-230 practice test allows candidates to practice in the allocated time set according to their own needs.

Microsoft Dynamics 365 Customer Service Functional Consultant Certification Exam (MB-230) is a professional exam that is designed to test your knowledge and skills in implementing and configuring customer service solutions using Microsoft Dynamics 365. Microsoft Dynamics 365 Customer Service Functional Consultant certification exam is intended for functional consultants who work with customers to understand their business requirements and implement customer service solutions that meet their needs. Microsoft Dynamics 365 is a cloud-based customer relationship management (CRM) platform that provides businesses with a range of tools and features to manage their customer interactions.

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Latest MB-230 Practice Materials - MB-230 Study Materials

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Microsoft MB-230 exam is designed for individuals who want to become Microsoft Dynamics 365 Customer Service Functional Consultants. Microsoft Dynamics 365 Customer Service Functional Consultant certification exam is a great way to demonstrate your knowledge and expertise in customer service management. MB-230 exam covers a wide range of topics, including customer engagement, service level agreements, case management, and knowledge management. It is an excellent opportunity for professionals to showcase their skills in customer service management and advance their careers.

Earning the MB-230 Certification can help individuals advance their careers within the customer service space and demonstrate their proficiency in Dynamics 365 Customer Service. Microsoft Dynamics 365 Customer Service Functional Consultant certification can also help organizations identify individuals who have the skills and knowledge needed to effectively implement and support Dynamics 365 Customer Service applications.

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q100-Q105):

NEW QUESTION # 100
An organization uses Dynamics 365 Customer Service. The customer service queue is not implemented.
Customer service representatives (CSRs) are unable to keep up with an influx of email inquiries. Other employees must read and respond to messages that are routed to a customer service queue.
You need to create a queue for customer service emails.
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:

1 - Within Service management, select Queues
2 - Create the customer service queue
3 - Change the queue tyhpe to Public

NEW QUESTION # 101
You are creating surveys for Voice of the Customer (VoC).
You need to configure VoC to ensure that recipients can unsubscribe to surveys.
Which two survey features should you use? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. Add an Unsubscribe check box after each question.
B. Configure the survey to display when Dynamics 365 customers receive email and enable the Unsubscribe option.
C. Give users the option to unsubscribe from different features of the survey.
D. Set the Allow unsubscribe setting to Yes.

Answer: B,D

Explanation:
Section: Topic 4, Configure Voice of the Customer
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advanced- survey#add-the-unsubscribe-option-to-a-survey

NEW QUESTION # 102
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?

A. Span the process across 10 unique entities.
B. Combine multiple conditions in a rule by using both the AND and OR operators.
C. Merge peer branches to a single stage when merging branches.
D. Use 40 steps per stage.

Answer: C

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/enhance- business-process-flows-branching

NEW QUESTION # 103
You need to ensure that customers cannot open more cases than they are allowed.
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:
Text, table Description automatically generated with medium confidence

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-custom

NEW QUESTION # 104
You need to configure the queue for telephone-based cases.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. Create a case from email.
B. Configure a status reason transition.
C. Create a case routing rule.
D. Automatically create or update records.
E. Define an SLA and entitlements and set entitlement values for case numbers.

Answer: B,E

Explanation:
Topic 1, Humongous Insurance
Case Study
This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.
To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.
At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.
To start the case study
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.
Background
Humongous Insurance is contracted to process all insurance claims for a health facility that accepts the following types of health insurance:
Health maintenance organization (HMO)
Preferred-provider organization (PPO)
Gold
Cases are classified as new claims, claim disputes, and follow-ups. Each insured person is entitled to open 25 new cases each calendar year.
Support representatives specialize by and process claims by insurance type.
Humongous Insurance currently accepts claims only by telephone. The call center is open from 06:00 GMT to
24:00 GMT daily. Call center staff work one of the following shifts: 06:00 GMT to 12:00 GMT, 12:00 GMT to 18:00 GMT, and 18:00 GMT to 24:00 GMT.
When a case is received by email, a staff member categorizes the case as email and closes the case immediately.
Current environment
Humongous Insurance has three departments to handle claim types: HMO, PPO, and Gold.
The company uses handwritten forms to send claims information to the correct department.
Each department maintains a workbook to record calls received.
Requirements. Support desk
Configure the system to track the number of insurance claims filed each year.
Categorize claims by type as they are opened.
Configure the system to track staff responsiveness to service-level agreements (SLAs).
Ensure that business hours reflect the hours that support staff are scheduled.
Requirements. Case handling
All new cases must be automatically placed into a queue based on insurance type after the type is selected.
All insurance types need to be automatically moved to the proper queue when the subject is picked.
All cases must be created and closed immediately when received.
The status reason must be set to Email Sent or Phone Call.
Information must be restricted by insurance and phone call type.
Managers must be alerted when customers reach their limit of 25 cases for the year.
Changes to cases must not be counted against entitlements until the case is closed.
Requirements. Disputes
Claim disputes must be categorized as low priority.
The status for all disputed cases must be set to Review by a Manager before a disputed case may be closed.
Requirements. Knowledge base
A knowledge base must be used as a repository for all answers.
Representatives must be able to search the knowledge base when opening a new case for similar claims.
Representatives must be able to search across all entities at all times.
Searches must check any field in the entity for matches in a single search.
Searches must return results in a single list and sort the list so that the most relevant results appear at the top of the list.
Representatives must be able to link the knowledge base to cases when applicable.
Representatives must create a new knowledge base article if an answer is not found in the existing knowledge base.
Representatives must be able to use SQL-like syntax to search the knowledge base.
Requirements. Service-level agreements
When a customer calls to open a claim, the company must respond to the caller within the following time frames:

Requirements. Alerts
Cases must be flagged when they are past the SLA threshold.
An email alert must be sent to the manager to indicate an SLA noncompliance.
An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.
Send an email alert to support managers when disputes are ready to be closed.
Send an email alert to customers when cases are closed.
Requirements. Issues
The current process is all manual and not efficient.
There is no easy way to determine whether the company is meeting its SLAs.
Representatives are often inconsistent regarding how they handle customers and answer customer questions.
There is no accountability for any of the representatives who take calls.

NEW QUESTION # 105
......

Latest MB-230 Practice Materials: https://www.real4exams.com/MB-230_braindumps.html

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