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Candidates who become Microsoft MB-230 certified demonstrate their worth in the Microsoft field. The Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) certification is proof of their competence and skills. This is a highly sought-after skill in large Microsoft companies and makes a career easier for the candidate. To become certified, you must pass the Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) certification exam. For this task, you need high-quality and accurate Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) exam dumps. We have seen that candidates who study with outdated Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) practice material don't get success and lose their resources.

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q220-Q225):

NEW QUESTION # 220
Hotspot Question
You are a consultant setting up a contact center in Dynamics 365 Customer Service.
The following requirements must be configured in the system:
- Assign cases that are created from emails that have the subject 揺
scalate?to a manager.
- If a call comes in that requires a site visit, a work order needs to
be created.
- Managers need to get an email every time a case is closed.
You need to select the appropriate tools to meet the requirements.
Which technologies should you use? To answer, select the appropriate options from the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION # 221
You use Dynamics 365 for Customer Service.
You need to merge cases.
What is the outcome for the merge process? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:

NEW QUESTION # 222
You are creating a survey using Voice of the Customer.
You need to embed the survey into a website and make it available to your customer.
What should you do?

A. Create a webpage on the website. Add the URL to link the Voice of the Customer Question: 78
B. Create the website. Add the URL to the Dynamics 365 site in your website.
C. Create an iFrame URL. Copy the HTML code to an iFrame in your website.
D. Add the iFrame URL to your website.
E. Create your Dynamics 365 portal. Display the Voice of the Customer page from within the main website page.

Answer: C

Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/distribute-survey

NEW QUESTION # 223
Case Study 6 - Lucerne Publishing
Background
Lucerne Publishing is a publishing company in Canada. The company publishes books for higher education. It also invests in multiple cloud-based solutions to support the customer service, publishing, and sales departments.
Current Environment
Lucerne Publishing uses the following:
- The Customer Service app for the publishing customer service division.
- Omnichannel capabilities in the Customer Service app.
- Third-party apps for e-commerce so students and parents can order books or courses online.
- Customer service agents as the representatives who will resolve customers issues using various channels.
- Resident employees who work for Lucerne Publishing and live in the buildings inside the business center.
- A technician dispatch team that includes dispatchers who review and schedule work orders and assign the work orders to resources on the schedule board.
The company has an internal division that provides repair services such as plumbing and electrical. The division provides services to the buildings inside the company business center, and some of those are used as residences by printing employees.
Requirements
Customer Service - Contact Center
The company has the following requirements:
- Improve agent response time in live chats with customers.
- Improve agent productivity by automating tasks. For example, the customer service manager requests that a new case is created automatically when an agent is on a chat with a customer.
- Provide instructions for agents to use when processing book returns. The instructions must include the following: o Greet the customer. o Automatically open the case form for the book return, o Close the session with the customer.
- Allow agents to use different channels such as short message service (SMS), social, and call when providing service to customers.
- Enable a new text SMS channel for the agents.
- Improve the agents' capability to search using AI suggestions.
- Provide agents with real-time recommendations on similar cases and knowledge-base articles.
- Allow agents to know the customer's point of view on the service.
- Provide a solution that will identify an agent's supervisor when a customer has a negative experience.
- Improve how the agents' skills and profiles are maintained.
- Route calls to agents who can support French-speaking customers.
- Configure the French language as a skill for agents who support French-speaking customers.
- Provide access to the Omnichannel agent app and productivity tools for supervisors and agents.
- Provide the customer service supervisor with the ability to create agent scripts for Omnichannel agents and a workstream for SMS. The customer service supervisor must also be able to edit an existing workstream.
- Provide the customer service supervisor with the ability to track sentiment in real time.
- Provide agents with AI suggestions on the recent contact that worked on similar cases.
Customer Service - Repairs
The company has the following requirements for repair requests:
- Dispatchers must be able to track a technician and schedule jobs for technicians based on availability.
- A dispatcher named UserA must be able to create a new view to display only unscheduled work orders. The view must be displayed only when the work orders are open-unscheduled, and the substatus is ready to dispatch work orders.
- The technician dispatch team must be able to create a Schedule tab in the schedule board.
- Dispatchers must be able to track technicians' utilization by using personal color codes.
- The field technician's security role must be field service technician.
Issues
The company reports the following issues:
- Agents spend most of their time doing repetitive tasks during support calls or chats.
- There is no guided process for agents to follow the steps when a customer calls for a book return.
- Customer service managers are not able to provide real-time recommendations to customers using AI suggestions.
- A new channel for SMS is not sending conversations to agents. Agents are required to answer conversations manually.
- The company is not able to retain customers who have a negative experience with the customer service agents.
- Agents are not able to use the schedule board to schedule repair work orders by using a custom view.
- The skills and proficiency model are not defined for the agents. Calls from French-speaking customers are not routed to the appropriate agents.
You need to implement a solution for the customer service supervisor.
Which two security roles should you assign to the customer service supervisor?
Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. App profile manager administrator
B. Productivity tools administrator
C. Omnichannel administrator
D. Omnichannel supervisor

Answer: B,C

NEW QUESTION # 224
You are a Dynamics 365 for Customer Service administrator.
Your company requires a new phone-to-case business process flow for customer service representatives to follow.
The stages are as follows:
Verification
Acknowledgement and research
Resolution
Customer service representatives must send an email to the customer when a case enters the acknowledgement-and-research stage.
You need to create the required business process flow and components.
Which three 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

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/create-business-process-flow
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/workflow-processes

NEW QUESTION # 225
......

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