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MB-230 Reliable Study Questions - New MB-230 Test Practice

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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 We have seen that candidates who study with outdated Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) practice material don't get success and lose their resources.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 (Q104-Q109):

NEW QUESTION # 104
You need to identify the productivity tools to use for the agents.
Which tools should you use? To answer move the appropriate tools to the correct requirements. You may use each tool once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION # 105
A company uses Dynamics 365 Customer Service.
A customer service supervisor must create canvas apps. The environment uses a Microsoft Dataverse database. The supervisor must be able to create new connections and Microsoft Power Automate flows. The supervisor must not have data access privileges to data in the environment.
You need to assign a role to the supervisor by using the principle of least privilege.
Which security role should you grant to the supervisor?

A. Environment Admin
B. System Customizer
C. System Administrator
D. Environment Maker

Answer: D

NEW QUESTION # 106
A company uses Dynamics 365 Customer Service.
Telemetry on agent case resolution time reveals that agents spend 20 minutes on average resolving cases.
Analysis determines that resolution duration is increased because agents are often required to view and modify data on the related account.
The company requires a solution that allows agents to enter data in a single screen and edit multiple records without navigating to each record.
You need to create the solution.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point

A. Add an editable grid of the account on the case form.
B. Add an editable grid control to the case view.
C. Configure the Nested grid view.
D. Configure the editable grid of the case view to include account details.

Answer: A

NEW QUESTION # 107
You need to set up users with permissions to use the digital messaging channels.
Which role should you assign to each user? To answer, drag the appropriate roles to the correct groups of users. Each role 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.

Answer:

Explanation:

Explanation:
Box 1: Omnichannel supervisor
Case managers schedule shifts and are a point of escalation.
Omnichannel supervisor: Required for performing supervisor tasks.
Businesses need to monitor and manage the efficiency levels of agents in their ongoing conversations with customers. The enhanced supervisor experience provides supervisors with timely insights and metrics on the efficiency of the service delivery of agents and opportunities to help agents deliver better support to customers.
In this enhancement to the supervisor experience in Omnichannel for Customer Service, supervisors can:
Drill down to specific agents and look at their operational metrics.
Manage agent availability remotely.
Box 2: Omnichannel agent
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.
Omnichannel agent: Required for performing agent tasks.
As an Omnichannel agent, you can use queues to manage the work items that are assigned to you via queues.
Therefore, you can focus on the tasks at hand and ensure better customer service. The application empowers you to work on simultaneous conversations with multiple customers. You get a holistic view of a customer's data and can see the details of the customer's previous interactions. In this way, you can be sure that you have all the available information that you might need to resolve the customer's issue.
Box 3: Productive tools user
Customer satisfaction representatives monitor all activity and ensure that there is a uniform process for all calls.
Productivity tools user: Required by users of Dynamics 365 Productivity Tools.
Agent productivity tools use intelligence and automation to enable agents to find answers to customer questions and help resolve customer issues quickly, thereby improving satisfaction in service delivery.
Incorrect:
Not Productivity tools administrator:
Productivity tools administrator: Required by administrator users of Dynamics 365 Productivity Tools.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-agent-overview
https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave1/dynamics365-customer-service/omnicha
https://docs.microsoft.com/en-us/dynamics365-release-plan/2021wave1/service/dynamics365-customer-service/a

NEW QUESTION # 108
You are a Dynamics 365 for Customer Service administrator.
You need to import cases from a file without applying routing rules.
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:

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/create-rulesautomatically

NEW QUESTION # 109
......

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