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  • MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant

Microsoft MB-230 Exam Questions

Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant
Exam Code: MB-230
Related Certification(s):
  • Microsoft Dynamics 365 Certifications
  • Microsoft Dynamics 365 Customer Service Functional Consultant Associate Certifications
Certification Provider: Microsoft
Number of MB-230 practice questions in our database: 310 (updated: Dec. 05, 2024)
Expected MB-230 Exam Topics, as suggested by Microsoft :
  • Topic 1: Manage cases and Knowledge Management: This domain covers how to configure cases, manage cases, create and search for case records, convert activities to cases, perform case resolution, and manage parent/child cases. More topics include defining foundational Customer Service components such as security roles and service app interfaces. It includes managing knowledge article feedback with customer feedback and voice.
  • Topic 2: Manage entitlements and SLAs: This domain includes how to create and manage entitlements, activate and deactivate entitlements, configure SLA settings, apply SLAs, and enable tables for enhanced SLAs.
  • Topic 3: Implement Scheduling: This domain covers how to set up service scheduling, define business closures, set up resources, work hours, facilities and equipment, and categories and characteristics in addition to implementing and scheduling schedule boards.
  • Topic 4: Implement multi-session experiences for Customer Service: This domain covers how to deploy omnichannel for customer service, managing a chat widget, pre-chat surveys, proactive chat, and the voice channel. Moreover, this domain covers configuring agent productivity tools and agent workspaces with agent productivity AI capabilities.
  • Topic 5: Manage analytics, visualizations, and insights: This domain covers how to configure insights, configure historical analytics, configure and build reports, and omnichannel insights.
  • Topic 6: Implement Microsoft Power Platform: This module covers how to create and configure forms, configure views, configure site maps, and columns. It covers creating custom apps and deploying Microsoft Copilot Studio components and concepts in addition to integrating Microsoft Copilot Studio with Dynamics 365 Customer Service.
  • Topic 7: Implement Connected Customer Service: This domain covers IoT components, identifying use cases for connected customer service, , managing IoT devices, interacting with IoT devices, etc.
  • Topic 8: Implement routing: In this section, candidates are tested for configuring work classification and assignments including rules, user attributes including capacity profiles, and implementing basic case routing rules while managing queues.
Disscuss Microsoft MB-230 Topics, Questions or Ask Anything Related
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Paulina

SLAs are crucial. Expect questions on creating and applying SLAs to different case types. Know the difference between standard and enhanced SLAs.
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Lorean

2 days ago
Couldn't believe how well-prepared I was for the Dynamics 365 exam. Kudos to Pass4Success!
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Bobbye

12 days ago
Just passed the Microsoft Dynamics 365 Customer Service Functional Consultant exam! The practice questions from Pass4Success were incredibly helpful. There was a question about implementing multi-session experiences for Customer Service. It asked how to configure the Customer Service workspace to handle multiple sessions simultaneously. I had to guess a bit but still managed to pass.
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Elbert

14 days ago
Heads up on knowledge article questions! Make sure Shenika understand the approval process and how to structure content for easy searchability.
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Myrtie

27 days ago
I successfully passed the Microsoft Dynamics 365 Customer Service Functional Consultant exam. Pass4Success practice questions were a big help. One question that puzzled me was about managing analytics and visualizations. It asked how to create a custom dashboard to track key performance indicators for customer service. I wasn't entirely sure of the steps but still passed.
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Shenika

29 days ago
Just passed the Microsoft Dynamics 365 Customer Service Functional Consultant exam! Thanks to Pass4Success for the spot-on practice questions. Be ready for scenarios on configuring case routing rules - know how to set up conditions and actions.
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Nenita

1 months ago
Pass4Success nailed it with their exam prep. Passed my MS Dynamics 365 cert with flying colors!
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Kimbery

1 months ago
Happy to announce that I passed the Microsoft Dynamics 365 Customer Service Functional Consultant exam! The Pass4Success practice questions were spot on. There was a question about managing entitlements and SLAs, specifically how to configure an entitlement for a customer with multiple service contracts. I was unsure about the exact configuration but managed to pass.
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Annice

2 months ago
Exam day tip: Manage your time wisely! Some questions are more complex than others. Thanks again to Pass4Success for preparing me so well for this challenging but rewarding exam.
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Glory

2 months ago
I passed the Microsoft Dynamics 365 Customer Service Functional Consultant exam, thanks to Pass4Success. One challenging question was about implementing Connected Customer Service. It asked how to integrate IoT devices to monitor customer equipment proactively. I wasn't completely confident in my answer, but I succeeded in the end.
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Cortney

2 months ago
Aced the Dynamics 365 cert in record time. Pass4Success materials were a lifesaver!
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Tandra

2 months ago
The exam touched on customer asset management. Know how to configure and manage customer assets, including warranties and service history. Understand how asset information integrates with case management.
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Audry

2 months ago
Just cleared the Microsoft Dynamics 365 Customer Service Functional Consultant exam! The Pass4Success practice questions were a great help. There was a tricky question about scheduling resources for service activities. It wanted to know the best method to ensure that high-priority cases are scheduled first. I had to think hard about the right approach but still made it through.
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Ethan

3 months ago
Finally, expect questions on security and compliance. Study role-based access control, data privacy settings, and compliance features specific to customer service operations. Understanding how to maintain data integrity and security is crucial.
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Myrtie

3 months ago
I recently passed the Microsoft Dynamics 365 Customer Service Functional Consultant exam, and the practice questions from Pass4Success were invaluable. One question that stumped me was about configuring routing rules for cases. It asked how to set up a rule to automatically assign cases to specific queues based on customer priority. I wasn't entirely sure of the correct steps, but I managed to pass the exam.
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Corrina

3 months ago
Just passed the MS Dynamics 365 Customer Service exam! Thanks Pass4Success for the spot-on practice questions.
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Sherita

4 months ago
Passing the Microsoft Dynamics 365 Customer Service Functional Consultant exam was a great achievement for me, and I owe a big thanks to Pass4Success for their helpful practice questions. The topics on managing entitlements and SLAs were key for the exam, and I remember a question on enabling tables for enhanced SLAs that had me a bit unsure. Nevertheless, I successfully passed the exam.
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Mari

4 months ago
Passed the Microsoft Certified Customer Service Functional Consultant exam! Focus on understanding unified routing and how to configure work streams. Expect questions on customizing forms and views in the Customer Service Hub. Know how to set up and use Voice of the Customer surveys. Pass4Success's practice tests really helped me nail these topics quickly!
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Kristin

5 months ago
My exam experience was successful as I utilized Pass4Success practice questions to prepare for the Microsoft Dynamics 365 Customer Service Functional Consultant exam. The topics on managing cases and knowledge management were crucial for the exam, and I found the question on converting activities to cases particularly challenging. Despite my uncertainty, I was able to pass the exam.
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Lavonda

5 months ago
Successfully completed the D365 Customer Service exam! Expect scenario-based questions on SLAs and entitlements - know how to configure and apply them. Be familiar with Omnichannel capabilities and channel integration. Study customer service analytics and dashboards thoroughly. Pass4Success's exam dumps were invaluable for my last-minute preparation!
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Millie

5 months ago
Just passed the MS Dynamics 365 Customer Service exam! Key topic: Case management. Expect questions on case routing and escalation rules. Study the different automation options available. Thanks to Pass4Success for the spot-on practice questions that helped me prepare quickly!
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Sabine

6 months ago
I recently passed the Microsoft Dynamics 365 Customer Service Functional Consultant exam with the help of Pass4Success practice questions. The exam covered topics such as managing cases and knowledge management, as well as managing entitlements and SLAs. One question that stood out to me was related to configuring SLA settings. I wasn't completely sure of the answer, but I still managed to pass the exam.
upvoted 0 times
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Launa

6 months ago
Just passed the Microsoft Dynamics 365 Customer Service Functional Consultant exam! Watch out for questions on configuring case management settings - know how to set up queues and routing rules. Understand the differences between knowledge articles and KB templates. Be prepared to identify steps for implementing chatbots using Power Virtual Agents. Thanks to Pass4Success for the spot-on practice questions that helped me prepare quickly!
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Free Microsoft MB-230 Exam Actual Questions

Note: Premium Questions for MB-230 were last updated On Dec. 05, 2024 (see below)

Question #1

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.

A company has a Customer Service environment and implements historical analytics reports.

Users report that they are not able to access the historical analytics reports.

You need to ensure users can access the reports.

Solution: Modify the historical analytics report to display to the users.

Does the solution meet the goal?

Reveal Solution Hide Solution
Correct Answer: B

Question #2

A midsize service company provides clients with various service needs. The company plans to implement URS to schedule its service technicians. The company requires a solution that includes custom tables.

You need to recommend an implementation process for URS that enables a table for scheduling. What should you recommend?

Reveal Solution Hide Solution
Correct Answer: B

Question #3

A company has a Customer Service deployment. The company plans to implement the following:

* Al suggestions for contacts in Teams.

* Training information about the capabilities of suggestions.

You need to identify the scenarios where the relevant contacts will be provided to users.

Solution: The users that are in the Teams channel.

Does the solution meet the goal?

Reveal Solution Hide Solution
Correct Answer: A

Question #4

A company uses Dynamics 365 Customer Service.

Agents provide incorrect responses when replying to customer issues.

You need to configure quick replies.

What should you do?

Reveal Solution Hide Solution
Correct Answer: A

Question #5

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.

A company has a Customer Service environment and implements historical analytics reports.

Users report that they are not able to access the historical analytics reports.

You need to ensure users can access the reports.

Solution: Add the users to the customer service representative security role.

Does the solution meet the goal?

Reveal Solution Hide Solution
Correct Answer: A

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