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100% Pass Quiz 2025 MB-230 - Frequent Microsoft Dynamics 365 Customer Service Functional Consultant Updates

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To prepare for the Microsoft MB-230 Exam, candidates can opt for various training courses offered by Microsoft. These courses cover topics such as configuring and managing Dynamics 365 Customer Service, creating and managing cases, knowledge management, and integrating Dynamics 365 Customer Service with other applications. Candidates can also take advantage of practice exams and study materials available online to prepare for the exam.

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Microsoft MB-230 exam covers a range of topics, including configuring customer service, managing cases and the knowledge base, creating and managing queues, implementing entitlements and service level agreements, and using analytics and reporting tools. MB-230 Exam is designed to test your ability to use Microsoft Dynamics 365 tools and technologies to meet customer service requirements effectively.

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q309-Q314):

NEW QUESTION # 309
A company that manufactures industrial heating, ventilation, and air conditioning (HVAC) equipment is implementing Dynamics 365 Connected Customer Service.
The solution must meet the following requirements:
* Track and report changes in readings that come from the units.
* Send alerts when readings are outside of set tolerances
* Provide historical tracking of readings for trend analysis.
* Send firmware updates as needed.
You need to configure the required component
Which component should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION # 310
You are a Dynamics 365 for Customer Service administrator. You are using Voice of the Customer and are reviewing survey A survey responder marked 10 percent for overall satisfaction.
You need to ask additional questions based on the response.
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:

1 - Create a new response routing
2 - Add a response condition and the question for which you want to create a rule
3 - Select values for the Operator, comparison Value, and Answer fields
4 - Add a response action and scope
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey

NEW QUESTION # 311
You are configuring Dynamics 365 Customer Service.
Child cases must inherit the customer name and contact from the parent case when opened.
You need to configure the case inheritance.
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:
Graphical user interface, text, application Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases

NEW QUESTION # 312
What should managers use to perform weekly reviews with case representatives?

A. Customer Service Performance dashboard
B. Tier 1 dashboard
C. Connected Customer Service dashboard
D. Agent Insights

Answer: D

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/intraday-agents-insights

NEW QUESTION # 313
You are using Dynamics 365 Customer Service.
You need to ensure that customers request support by using email, phone or web, based on their signed contracts with your company.
What should you do?

A. Configure routing rules.
B. Create an entity for each channel and configure the relationship with the entitlement.
C. Configure entitlement channels.
D. Create queues for each channel.

Answer: C

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

NEW QUESTION # 314
......

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