MICROSOFT MB-230 EXAMCOLLECTION VCE ARE LEADING MATERIALS WITH HIGH PASS RATE

Microsoft MB-230 Examcollection Vce Are Leading Materials with High Pass Rate

Microsoft MB-230 Examcollection Vce Are Leading Materials with High Pass Rate

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Exams like the Microsoft MB-230 exam provided by Microsoft are crucial for the advancement of your career. Candidates want to succeed on their Microsoft Dynamics 365 Customer Service Functional Consultant exam. For candidates to study for and successfully pass their chosen certification exam the first time, 2Pass4sure provides Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 Exam Questions. You may use the top MB-230 study resources from 2Pass4sure to prepare for the Microsoft Dynamics 365 Customer Service Functional Consultant exam. Microsoft MB-230 exam questions are a dependable and trustworthy source of training.

Topics of MB-230: Microsoft Dynamics 365 Customer Service Exam

Candidates must know the exam topics before they start of preparation.because it will really help them in hitting the core.Our Microsoft MB-230 Exam Dumps will include the following topics:

1. Perform configuration (25-30%)

Configure Service Management settings

  • Configure queues
  • Configure user work hours
  • Create routing rules
  • Configure customer service schedule
  • Configure cases
  • Configure services
  • Configure categories and subjects
  • Configure goal management components

Configure processes

  • Configure custom business process flows
  • Implement business process flows from Microsoft AppSource

Create and configure customer service visualizations

  • Design and create customer service charts
  • Configure customer service dashboards
  • Execute and analyze customer service reports
  • Configure customer service content pack for Power BI

2. Manage cases and the knowledge base (30-35%)

Create and manage cases

  • Manage case list
  • Implement case routing rules
  • Merge cases
  • Perform case resolution
  • Create and search for case records
  • Convert activities to cases
  • Configure status reason transitions

Create and manage the knowledge base

  • Link an article with a case
  • Search for articles
  • Use the knowledge base to resolve cases
  • Create and manage knowledge base article lifecycle

3. Manage queues, entitlements, and SLAs (25-30%)

Create and manage queues

  • Configure queue email settings
  • Configure entities for queues
  • Add cases and activities to queues
  • Implement case routing
  • Configure record creation and update rules

Create and manage entitlements

  • Activate and deactivate entitlements
  • Assign an entitlement to a case
  • Manage entitlement templates
  • Define and create entitlements
  • Renew or cancel an entitlement

Create and manage SLAs

  • Determine SLA conditions
  • Manage cases with SLAs
  • Define and create SLAs
  • Use SLAs on-demand

4. Configure voice of the customer (15-20%)

Create surveys

  • Create a theme and upload images
  • Identify survey question types
  • Configure survey unsubscription options
  • Configure response routing

Preview, test, and publish surveys

  • Clone, import, and translate surveys
  • Embed a survey in a web page
  • Distribute survey link using email

Manage survey responses

  • Implement workflow conditional logic for survey actions
  • Create business actions based upon survey responses
  • Summarize survey results
  • Determine report types

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q277-Q282):

NEW QUESTION # 277
You need to select the feature for each parameter.
Which feature should you use for each parameter? 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/create-operating-hours
Topic 2, Humongous Insurance
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 # 278
A Dynamics 365 Customer Service organization uses routing rules to escalate cases.
Security roles have not been modified or created.
You need to modify the routing rule set that is currently in use and enforce the principle of least privilege.
Which five 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/create-rules-automatically-route-cases


NEW QUESTION # 279
You need to configure each escalation scenario.
Which configuration should you use for each scenario? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:
Graphical user interface, text, application Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent


NEW QUESTION # 280
Hotspot Question
You are implementing Omnichannel for Customer Service for a company.
The company has the following requirements:
- The Knowledgebase article search tab must open when a new chat
conversation begins.
- The Chat Session template must be in expanded mode for the agents.
You need to complete the implementation to meet the requirements.
Which configuration should you use for each requirement? To answer, select the appropriate options in the answer area.

Answer:

Explanation:


NEW QUESTION # 281
You view the interactive dashboard in the Microsoft Dynamics 365 Customer Service Hub.

Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:


NEW QUESTION # 282
......

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