What is the duration, language, and format of MB-230: Microsoft Dynamics 365 Customer Service Exam
- Passing Score 700 / 1000
- Length of Examination: 45 mins
- Type of Questions: This test format is multiple choice.
- language: English
- Number of Questions: 40 - 60 (Since Microsoft does not publish this information, the number of exam questions may change without notice.)
MB-230: Microsoft Dynamics 365 Customer Service Exam Certified Professional salary
The average salary of a MB-230: Microsoft Dynamics 365 Customer Service Exam Certified Expert in
- United State - 90,247 USD
- England - 70,632 POUND
- India - 15,00,327 INR
- Europe - 80,347 EURO
Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
Who should take the MB-230: Microsoft Dynamics 365 Customer Service Exam
The Microsoft MB-230 Exam certification is an internationally-recognized certification which help to have validation for those professionals who are keen to make their career in Dynamics 365 Customer Service
This exam aspirant are validated on ability to accomplish the following technical tasks: perform configuration; manage cases and the knowledge base; manage queues, entitlements, and SLAs; and configure voice of the customer.These candidates can go for this exam.
- Marketing consultants
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Microsoft MB-230 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Implement omnichannel for customer service | - Omnichannel setup
|
| Topic 2: Configure Dynamics 365 Customer Service | - Configure customer service applications
|
| Topic 3: Analyze and improve customer service insights | - Reporting and dashboards
|
| Topic 4: Manage service level agreements (SLAs) and entitlements | - SLAs configuration
|
| Topic 5: Manage cases and knowledge | - Case management
|
Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions:
You are a Dynamics 365 Customer Service system administrator.
You are unable to add 20 hours of phone time to the Entitlement channel.
You need to determine the reason you are unable to add the hours.
What are three possible reasons? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
- A. The Entitlement is in active mode.
- B. The Entitlement expiration date has passed.
- C. The Entitlement has been canceled.
- D. The Entitlement start date is in the future.
- E. The Entitlement is in draft mode.
Correct Answer: C,D,E 🗳️
You are helping a company implement Power Virtual Agents with Omnichannel for Customer Service.
The company has a chatbot that escalates to a manager if a customer wants to escalate from a chatbot.
You need to configure a prerequisite before you can implement the chatbot.
Which prerequisite should you configure?
- A. Configure a Microsoft Teams support channel for the chatbot.
- B. Create one chatbot in one queue with a human having a higher capacity over the chatbot.
- C. Configure an SMS channel for a chatbot.
- D. Configure context variables for a chatbot.
- E. Create one chatbot in one queue with the chatbot having the highest capacity over human capacity.
Correct Answer: D 🗳️
Explanation: Only visible for Pass4sures members. You can sign-up / login (it's free).
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
You are implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2.
You need to set up the queues to meet the following requirements:
* Users must have their own queues that no one else can access.
* Users must not be able to view each other ' s queue.
* Users must be able to work from the support queue.
Solution:
* Set up each user queue to be public.
* Set up level1 and level2 queues to be public and add applicable members.
* Set up the support queue to be public.
Does the solution meet the goal?
- A. No
- B. Yes
Correct Answer: A 🗳️
Explanation: Only visible for Pass4sures members. You can sign-up / login (it's free).
You are creating a Power Virtual Agents chatbot to handle common customer inquiries.
A manager reports that some inquiries are not routing to the appropriate customer service representatives. You observe that one node is inactive.
You need to determine why the node is inactive.
What should you use?
- A. Test bot pane
- B. Maker portal
- C. Topic checker
- D. Supervisor dashboard
Correct Answer: C 🗳️
Explanation: Only visible for Pass4sures members. You can sign-up / login (it's free).
You are implementing a new channel within Omnichannel.
You need to enable an SMS channel.
On which entity should you configure each task? To answer, drag the appropriate entities to the correct tasks.
Each entity 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.
Correct Answer:
Explanation:
Box 1: Workstream
Configure work distribution
In the Work distribution area of a workstream, you can either accept the default settings or select See more and update the following options:
Auto-close after inactivity
Work distribution mode
Capacity
Block capacity for wrap up
Etc.
Box 2: SMS Number
In SMS phone numbers, select Add, and enter the following details in Add SMS number:
Number: Specify the support phone number that you purchased from TeleSign in the < phone_number > format, such as 14252306549. Make sure that you don ' t enter blank spaces or special characters.
Type: Select Geo, Short code, or Toll free.
Description: Enter a description.
Validate: Select to validate the customer ID and API key.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel
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