QUIZ 2025 ACCURATE MB-230: TRUSTWORTHY MICROSOFT DYNAMICS 365 CUSTOMER SERVICE FUNCTIONAL CONSULTANT EXAM TORRENT

Quiz 2025 Accurate MB-230: Trustworthy Microsoft Dynamics 365 Customer Service Functional Consultant Exam Torrent

Quiz 2025 Accurate MB-230: Trustworthy Microsoft Dynamics 365 Customer Service Functional Consultant Exam Torrent

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Microsoft MB-230 certification exam is ideal for professionals who want to prove their expertise in customer service functional consulting. Microsoft Dynamics 365 Customer Service Functional Consultant certification not only validates the skills and knowledge of the candidates but also demonstrates their commitment to professional growth and development. Passing MB-230 exam requires in-depth knowledge of the customer service domain and expertise in Microsoft Dynamics 365 Customer Service. Microsoft Dynamics 365 Customer Service Functional Consultant certification can open up various career opportunities, including customer service functional consultant, customer service analyst, customer service manager, and customer service specialist.

The Microsoft Dynamics 365 Customer Service exam MB-230 by code is designed to test one's knowledge of the implementation of omnichannel solutions focused on service, quality, reliability, efficiency, and customer satisfaction.

Microsoft MB-230 exam is ideal for professionals who have experience in customer service management and want to enhance their skills in Microsoft Dynamics 365. It is also suitable for individuals who are new to customer service management but have a technical background and want to learn Microsoft Dynamics 365. MB-230 exam is available in English, Japanese, Korean, and Simplified Chinese, and the candidate can take it online or at a testing center.

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q138-Q143):

NEW QUESTION # 138
A fitness company has several locations.
The company implements Dynamics 365 Customer Service and uses it to schedule personal trainer sessions with customers.
Customers report the following issues:
Customers are assigned personal trainers who do not reside at the customer's location.
Customers are assigned personal trainers during the trainers' non-working hours.
You need to resolve the issues.
Which two settings should you configure? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

  • A. Fulfillment Preferences
  • B. Customer Service Calendar
  • C. resource skills
  • D. facility resources
  • E. Work Hours

Answer: B,E

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/resources-service-scheduling


NEW QUESTION # 139
You need to ensure that customers cannot open more cases than they are allowed.
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
Text, table Description automatically generated with medium confidence

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-custom
Topic 2, Lamna HealthCare
Case study
This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.
To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.
At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.
To start the case study
To display the first question in this case study, click the button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the button to return to the question.
Background
Lamna Healthcare Company provides health care services to communities across the region. The company provides telehealth services only and does not offer in-person appointments. The company has staff that speak English and Spanish.
The company is open from 8 AM to midnight Monday through Friday to provide services. Patients can make appointments by calling or using the internet. All appointments are conducted by phone or by using a computer.
Current environment. Services
Lamna provides two types of appointments: wellness and sick. A doctor and a nurse are scheduled for each sick appointment. A doctor or a nurse are scheduled for wellness appointments.
Current environment. Employees
General
Employees are located in the Pacific and Eastern time zones.
Case representatives
Case representatives handle incoming calls, provide information to patients for appointments, and schedule follow-up calls with doctors. Case representatives can also help with people who want to chat online.
All case representatives work eight-hour shifts. Case representatives typically focus on cases that involve one type of illness. The case representatives may back up others when call volumes are large.
Several case representatives speak both Spanish and English. The only company holidays the case representatives have off are New Year's Eve day and New Year's Day.
Customer satisfaction and escalation
Customer satisfaction representatives monitor all activity and ensure that there is a uniform process for all calls. Case managers schedule shifts and are a point of escalation.
Requirements. System and resources
Each employee must use the system.
Case managers must be users in the system but must not be available for the scheduling rotation or manually assigned.
Patients must be offered at least three alternative times to schedule an appointment.
Requirements. Cases
The system must support live chats, texting, and Twitter.
Case representatives must be able to chat, text, and tweet without exiting the system they use to track calls.
Case representatives must be able to chat live only with customers whose calls are routed or assigned to them.
Managers must be able to monitor all communication as well as add or delete quick replies.
Customer satisfaction representatives must be able to read agent scripts and workflows.
A live chat must pop up each time someone fills out the form to register for an appointment. The live chat must automatically be sent to the case representative who is best qualified to answer the question.
There are two type of queues: regular and escalated.
Tickets must be routed to the most qualified representative for the illness.
Tickets assigned to a representative must be automatically placed in that representative's queue.
Requirements. Chat escalation process
Each division must have one manager for escalations.
Patients who request an escalation from the website must automatically be routed to a chatbot. The patient will answer predefined questions and will be alerted that someone will call them back. Chat transcripts must be sent to the appropriate manager.
Only escalations must go to the chat bot.
You must create two types of Omnichannel queues: regular and escalated.
Only managers must be able to access the Omnichannel Insights dashboard.
Requirements. Managers
Managers must be able to review weekly productivity reports for representatives by using Omnichannel Insights dashboards.
Managers must be able to monitor patient moods during patients' conversations with representatives.
Managers must be able to determine whether a patient is feeling negative during a live chat with a representative.
Requirements. Appointments
Representatives must be able to schedule appointments and see everyone's free/busy time during their scheduled working hours.
Appointments must be scheduled by representatives in open time slots for nurses and doctors.
Nurses and doctors must be booked for 30-minute time slots.
Patients must be offered at least three alternative times to schedule an appointment.
Requirements. Analytics
You must implement Customer Insights to keep track of how well representatives are managing customers' requests.
Analytics must be viewable only in the production environment.
You must ensure that only escalation managers can create workspaces and control access to workspaces Case representatives must be rated on knowledge of their primary specialty and their backup specialty.
Case representatives must only be able to view workspaces.
Managers must be able to review dashboards in the Chat channel to ensure that case representatives are meeting their objectives.


NEW QUESTION # 140
A company installs and services air filtration units for industrial manufacturing plants. The company is implementing Dynamics 365 Customer Service.
Each regional location supports a specific geographic region. Installers and service technicians are dispatched from these regional locations.
You need to configure the system to optimize work scheduling.
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:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/basics-service-service-scheduling
https://docs.microsoft.com/en-us/dynamics365/customer-service/resource-categories-service-scheduling


NEW QUESTION # 141
You are an Omnichannel administrator for a company. The company is implementing a chat channel.
You need to route all chats relating to work orders to the field service queue.
In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order, NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.

Answer:

Explanation:

Explanation:


NEW QUESTION # 142
A company enables custom context variables on a chat widget.
Users report that the context variables are not being populated on new chats.
You need to troubleshoot the issue by querying the event listeners.
Which listener is required to be running?

  • A. getContextProvider
  • B. initializeNewConversation
  • C. startChat
  • D. setContextProvider
  • E. startProactiveChat

Answer: A


NEW QUESTION # 143
......

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