Microsoft Customer Service Functional Consultant (MB-230) Certification Sample Questions

Customer Service Functional Consultant Dumps, MB-230 Dumps, MB-230 PDF, Customer Service Functional Consultant VCE, Microsoft MB-230 VCE, Microsoft MCA Dynamics 365 - Customer Service Functional Consultant PDFThe purpose of this Sample Question Set is to provide you with information about the Microsoft Dynamics 365 Customer Service Functional Consultant exam. These sample questions will make you very familiar with both the type and the difficulty level of the questions on the MB-230 certification test. To get familiar with real exam environment, we suggest you try our Sample Microsoft Customer Service Functional Consultant Certification Practice Exam. This sample practice exam gives you the feeling of reality and is a clue to the questions asked in the actual Microsoft Certified - Dynamics 365 Customer Service Functional Consultant Associate certification exam.

These sample questions are simple and basic questions that represent likeness to the real Microsoft MB-230 exam questions. To assess your readiness and performance with real time scenario based questions, we suggest you prepare with our Premium Microsoft Customer Service Functional Consultant Certification Practice Exam. When you solve real time scenario based questions practically, you come across many difficulties that give you an opportunity to improve.

Microsoft MB-230 Sample Questions:

You create an SLA for Platinum cases with a first-response KPI of four business hours, using a customer service schedule that matches the support center hours. During testing, a case spends two hours with the status reason Waiting for customer, and those two hours are counted toward the first-response target.
You need to meet the service-level requirements. What should you configure?
a) Add the Waiting for customer status reason as a pause condition for the SLA
b) Add a holiday schedule for the waiting period to the customer service schedule
c) Set the warning time of the SLA KPI to the full four business hours
d) Create an entitlement for Platinum customers that is applied to each new case
 
02. A company uses Dynamics 365 Customer Service with the Facebook channel. The Facebook workstream was created with the Pick work distribution mode. Conversations that customers start from the company’s Facebook page must now be dispatched automatically to representatives as message alerts.
Which two actions should you perform? Each correct answer presents part of the solution.
a) Change the work distribution mode of the existing workstream to Push.
b) Create a messaging workstream for Facebook with the Push work distribution mode.
c) Set Keep same representative for entire conversation to Yes in the existing workstream.
d) Add Available to the Allowed presences of the existing workstream.
e) Configure the Facebook channel in the new workstream.
 
The Fiber Max articles are written and approved three weeks before the launch date.
You need to meet the knowledge management requirements for the Fiber Max articles. What should you do?
a) Publish the articles now and set their expiration date to the launch date
b) Publish the articles now with the Internal option selected on each one
c) Publish the approved articles with a publish date of the launch date
d) Leave the articles approved and assign an author a task due on the launch date to publish them
 
04. A company uses Dynamics 365 Customer Service with knowledge management configured. Representatives must be able to use Copilot to propose a knowledge article from the information on a case. The case resolution step must offer the proposal without each representative having to select it every time.
Which two Knowledge creation settings should you turn on in the Copilot Service admin center? Each correct answer presents part of the solution.
a) Let representatives use Copilot to propose new knowledge based on case information during or after case resolution
b) Record user interactions with AI and their feedback on AI suggestions
c) Use AI-suggested article keywords and descriptions
d) In the case resolution step, keep the option to propose a knowledge article selected by default
 
To get the standard sections today, a senior technician opens an existing troubleshooting article, saves a copy and deletes its text.
You need to meet the knowledge requirements. What should you create?
a) A Word template for the Knowledge Article table that lays out the four sections
b) A knowledge article template that holds the four sections and the language
c) A review stage in the knowledge process flow that checks each draft for the sections and language
d) A choice column named Article type on the Knowledge Article table, used as a search filter
 
06. A company uses Dynamics 365 Customer Service. You create an experience profile in Copilot Service workspace for a team of customer service representatives.
The representatives must be able to ask Copilot questions and get drafted responses in a side pane while they interact with customers.
Which two features should you turn on in the experience profile? Each correct answer presents part of the solution.
a) Agent scripts
b) Channel providers
c) Copilot
d) Knowledge search
e) Productivity pane
 
You create an enhanced SLA named Premium. Its SLA item sets a first response within one business hour.
You need to meet the service-level agreement requirements. What should you do next?
a) Set Premium as the default SLA, and select Standard on each entitlement that is not for Premium Support
b) Add an SLA item to Standard that applies when the case's account is one of the Premium Support dealers
c) Enter the one-hour target in the terms of each Premium Support entitlement, and keep Standard as the default SLA
d) Select Premium in the SLA field of each Premium Support entitlement, and keep Standard as the default SLA
 
08. A company uses Case Management Agent in Dynamics 365 Customer Service, and lines of business are configured for Customer Intent Agent. For the Billing line of business, the agent must draft the email responses for cases, but a representative must review and send each email.
Which level of automation should you set for the Billing line of business?
a) Require agent confirmation
b) Full
c) Disabled
d) Full, with Use copilot recommended template for drafting emails cleared
 
A Café Support representative asks a specialist to review a boiler fault on one of their cases. The specialist cannot open the case.
You need to meet the specialist access requirements. What should you do?
a) Have the case owner share the case with each specialist from the case form, and select Read, Write and Append in the Share dialog every time
b) Turn on auto-created access teams for Case, then add a Read, Write and Append access team template and its subgrid to the case form
c) Raise the Machine Specialist role's Case Read, Write and Append privileges from User level to Business Unit level
d) Create an owner team for the specialists, and assign each case to that team while a specialist works on it
 
10. A company uses unified routing with skill-based routing in Dynamics 365 Customer Service. The chat workstream uses exact match, and work classification rules attach the Spanish skill with a required proficiency of Good to Spanish-language conversations.
A newly hired customer service representative who speaks Spanish is a member of the Spanish chat queue and has available capacity, but is never assigned Spanish-language conversations. Other representatives in the queue receive them.
Which two actions should you perform in the skills hub? Each correct answer presents part of the solution.
a) Create a skill type named Language.
b) Create a new proficiency scale for the Spanish skill.
c) Add the representative as a user of the Spanish skill.
d) Set the representative's proficiency for the Spanish skill to Good or higher.

Answers:

Question: 01
Answer: a		 Question: 02
Answer: b, e		 Question: 03
Answer: c		 Question: 04
Answer: a, d		 Question: 05
Answer: b
Question: 06
Answer: c, e		 Question: 07
Answer: d		 Question: 08
Answer: a		 Question: 09
Answer: b		 Question: 10
Answer: c, d

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