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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

India - 15,00,327 INR
United State - 90,247 USD
England - 70,632 POUND
Europe - 80,347 EURO

How to Register For Exam MB-230: Microsoft Dynamics 365 Customer Service?

Exam Register Link: https://examregistration.microsoft.com/?locale=en-us&examcode=MB-230&examname=Exam%20MB-230:%20Microsoft%20Dynamics%20365%20for%20Customer%20Service&returnToLearningUrl=https%3A%2F%2Fdocs.microsoft.com%2Flearn%2Fcertifications%2Fexams%2Fmb-230

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Omnichannel For Customer Service Implementation: 30-45%

Omnichannel for Customer Service Deployment: This subtopic will evaluate the skills of the applicants in managing queues and defining user settings. It will also measure competence in configuring skill-based routing, configuring application settings, and provisioning Omnichannel for Customer Service.
Power Virtual Agents Implementation: The individuals should learn how to explain the concepts and components of Virtual Agents. They also need the skills in integrating Power Virtual Agents and Dynamics 365 Customer Service. Additionally, they should be able to escalate a conversation to a live agent.
Channels Management: This subdomain equips the examinees with the skills needed to configure channels, pre-chat surveys, Secure Message Service, and proactive chat. It also requires their experience in explaining the use cases for Channel Integration Frameworks and enabling chat widgets on the websites.
Supervisor Experience Configuration: The learners need to demonstrate their skills in enabling sentiment analysis, customizing KPI or intra-day insight, as well as configuring intra-day insights and Omnichannel Insights dashboard.
Work Distribution: The candidates need to possess competence in configuring workstreams, routing values, and entity routing. Additionally, they should be able to demonstrate their expertise in implementing context variables and explaining the variations between channel routing and entity routing.

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q156-Q161):

NEW QUESTION # 156
You use Dynamics 365 for Customer Service administrator. You plan to create Voice of the Customer surveys.
You need todetermine which survey question feature is needed to complete the design of the survey.
Which survey features should you use? To answer, select the appropriate survey type in the dialog box 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/voice-of-customer/design-advancedsurvey

NEW QUESTION # 157
You use Dynamics 365 for Customer Service administrator. You plan to create Voice of the Customer surveys.
You need todetermine which survey question feature is needed to complete the design of the survey.
Which survey features should you use? To answer, select the appropriate survey type in the dialog box 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/voice-of-customer/design-advancedsurvey

NEW QUESTION # 158
You are a system administrator for Dynamics 365 for Customer Service.
All child cases must inherit the product, customer name, case title, and case type from the parent case. Parent cases must not be closed until all child cases are closed.
You need to configure cases.
What should you do?

A. Set the closure preference setting to Don't allow parent case closure until all child cases are closed.
B. Set the closure preference setting to Don't allow parent case closure until all child cases are closed.
In Settings, navigate to Customizations.
On the case entity, update the Incident-Incident Resolution case relationship field mapping to include the fields.
C. Create a business rule.
D. Add the product and case type fields as fields that child cases will inherit from the parent case.
Set the closure preference setting to Don't allow parent case closure until all child cases are closed.

Answer: D

NEW QUESTION # 159
Your company has a Dynamics CRM organization.
The company plans to use the product catalog.
You need to identify which component must be configured before you can implement the product catalog.

A. price lists
B. unit groups
C. product families
D. product

Answer: B

Explanation:

NEW QUESTION # 160
A company uses Dynamics 365 Customer Voice.
The company requires the following for a survey:
The survey must be sent automatically each time a salesperson visits a customer and closes the appointment.
If a survey satisfaction score is negative, an activity must be created for the salesperson.
You need to configure the survey.
What should you do? To answer, select the appropriate options in the answer are a.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-voice/send-survey-flow
https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave2/customer-voice/dynamics365-customer-voice/close-feedback-loop-through-alerting-follow-up-management
https://docs.microsoft.com/en-us/dynamics365/customer-voice/alerts

NEW QUESTION # 161
......

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