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MB-230 Reliable Braindumps Ebook Pass Certify| Pass-Sure New MB-230 Exam Question: Microsoft Dynamics 365 Customer Service Functional Consultant

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Microsoft MB-230 certification exam is designed for individuals who are looking to become a Microsoft Dynamics 365 Customer Service Functional Consultant. Microsoft Dynamics 365 Customer Service Functional Consultant certification is highly sought after by professionals who want to validate their skills and knowledge in the field of customer service. MB-230 exam measures the candidate’s ability to implement, configure, and manage customer service solutions using Microsoft Dynamics 365.

Microsoft MB-230 certification is a valuable credential for individuals who want to advance their career in the field of customer service. It demonstrates to potential employers that the individual has the knowledge and skills necessary to implement and configure Dynamics 365 Customer Service applications to meet specific business needs. Additionally, it provides individuals with the opportunity to gain recognition in the industry as a certified expert in the area of Dynamics 365 Customer Service.

The Microsoft MB-230 Exam consists of 40-60 multiple-choice questions which must be completed within 180 minutes. To pass the exam, individuals must achieve a score of at least 700 out of 1000. MB-230 exam can be taken at any Pearson VUE testing center worldwide.

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MB-230 Reliable Braindumps Ebook | 100% Free Authoritative New Microsoft Dynamics 365 Customer Service Functional Consultant Exam Question

Web-based Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) practice exam is a convenient format to evaluate and improve preparation for the exam. It is a MB-230 browser-based application, which means you can access it from any operating system with an internet connection and a web browser. Unlike the desktop-based exam simulation software, the Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) browser-based practice test requires no plugins and software installation. It makes the Microsoft MB-230 online practice exam a perfect tool for those who do not want to go through complicated software installation on their device.

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q18-Q23):

NEW QUESTION # 18
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:

Explanation

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

NEW QUESTION # 19
Case Study 1 - Humongous Insurance
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.

Hotspot Question
You need to create and configure objects to support the requirements.
How should you configure the system? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION # 20
A company wants to use Power Virtual Agents chatbots to enable customers to solve their own issues whenever possible. You create knowledge base articles.
You must ensure that the new articles are available through the chatbot.
You need to define the steps to integrate knowledge management with the chatbot.
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
Step 1: Publish knowledge articles to a portal created in Power Apps
Step 2: Create a topic for the Power Virtual Agents bot, and add an action Step 3: Use a Power Automate template to add the solution to the chatbot Step 4: Test the Power Automate cloud flow Test the flow to publish and share the bot.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/integrate-km-with-pva

NEW QUESTION # 21
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 # 22
You are a Dynamics 365 for Customer Service administrator. You enable full-text, relevance, and category search.
You need to use the knowledge base search control to locate knowledge base articles that contain each of the following words anywhere in an article, regardless of which product an article refers to:
Elevator
Motor
Sizing
How should you configure the search? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/basics/relevance-search-results

NEW QUESTION # 23
......

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