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As you can see the Microsoft MB-230 exam covers a wide knowledge area, so you need to have enough time in reserve to be completely prepared for the final test. For quality training, there are books that you can lay your hands on to boost your chances of acing the MB-230 with ease. These study materials can be found on the Amazon website such as:
MB-230 Microsoft Dynamics 365 for Customer Service Online Certification Video Learning Success Bundle (DVD) is real-time certification questions and answers packaged by seasoned professionals. It contains about 450 questions and each question has an evaluation video session where answers are explained by real-time SAP expert consultants. The disk also contains some materials that can be printed if you want to test your knowledge before the exam.
How I Passed MB-230 Microsoft Dynamics 365 Customer Service Exam: Sure Shot Certification Tips by Empirical Matt Publications (Kindle Edition) contains various interviews of successfully certified persons in the Microsoft Dynamics 365 Customer Service technologies and all the points you can put into practice to be like them. So by ordering this book on Amazon for only $11.99, you will get guidance on how to register for the MB-230 exam and obtain your results, how to prepare and what to pay attention to, as well as how to reduce your training time and get the score you want.
Exam MB-200 & MB-230 Dynamics 365 for Customer Service Functional Consultant Associate 73 Test Prep Questions (Kindle Edition) by Ger Arevalo: this 28-pages book is designed to be a test guide to check everything you learn in classes and labs and the hands-on practice that you have honed in the preparation for MB 230 exam. The book strengthens the knowledge you have gained while preparing for this exam. It contains questions that will fill in your knowledge gaps.
To aid candidates, Microsoft has developed a Self-paced online training on the Microsoft Learn platform, which through short video lectures will provide the most relevant material to prepare for the Microsoft MB-230 exam. So, you can learn how to work with cases, entitlements, and service-level agreements in Dynamics 365 Customer Service, as well as create surveys with Dynamics 365 Customer Voice. All this will be a useful tool for you to comprehensively prepare for and successfully write the test on your first attempt.
If you need help from an expert instructor with questions you can't find answers yourself, the official Microsoft course, which was created in full compliance with the exam, is available to you. The MB-230T01-A: Microsoft Dynamics 365 Customer Service course is a three-day paid training program that covers all of the test topics in detail, including Dynamics 365 Connected Customer Service and Customer Service Insights. In addition, by participating in this course you will have access to 8 training modules, each of which includes theoretical and laboratory classes that will help you practice the skills you have learned.
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Microsoft MB-230: Details and Topics
The MB-230 test is available in the English language. The candidates should review the official exam objectives before taking this test. This is because Microsoft regularly updates the exam topics to align with the dynamic evolvement of the industry. To register for this test, the applicants must pay the fee of $165. The formats of the questions that may appear in the exam are multiple choice, case studies, drag and drop, build list, and active screen, among others. The number of questions contained in Microsoft MB-230 is usually between 40 and 60 and the time for their completion is 120 minutes.
Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
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Microsoft MB-230 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Implement omnichannel for customer service | - Omnichannel setup
|
| Configure Dynamics 365 Customer Service | - Configure customer service applications
|
| Analyze and improve customer service insights | - Reporting and dashboards
|
| Manage cases and knowledge | - Case management
|
| Manage service level agreements (SLAs) and entitlements | - Entitlements
|
Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions:
You need to create the queue for cases.
What type of queue should you create?
- A. Public
- B. Teams
- C. Service
- D. Product
- E. Private
Correct Answer: E 🗳️
Explanation: Only visible for ActualPDF members. You can sign-up / login (it's free).
A client plans to implement a case resolution process.
Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Correct Answer:
Explanation:
A customer service manager wants to find out how agents describe the reasons that customers call in for support. The manager also wants topics to be automated.
You need to ensure that the manager ' s requirements are met.
What should you configure?
- A. Case title for data mapping and automation of topic by using a bot.
- B. Last interaction for data mapping and automation of topic by using Power Virtual Agents.
- C. Case age for data mapping and automation of topic by using Power Virtual Agents.
- D. Last interaction for data mapping and automation of topic by using a bot.
Correct Answer: A 🗳️
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. Work Hours
- B. resource skills
- C. Customer Service Calendar
- D. Fulfillment Preferences
- E. facility resources
Correct Answer: A,C 🗳️
Explanation: Only visible for ActualPDF members. You can sign-up / login (it's free).
A company is implementing Dynamics 365 Customer Sen/ice.
The company has the following system requirements:
* Periods of time off and absence for customer service representatives must be recorded, including the user who approved the request and the reason for the request.
* Based on the values of the Case Priority and Is Calculated columns, a custom risk status should be displayed.
* The date and time of the last email received must be stored in and queried from the Case table.
* When a case is resolved, the total amount of time spent on related activities must be recorded automatically.
You need to configure the system while minimizing development effort.
Which platform features should you use? To answer, move the appropriate platform features to the correct requirements. You may use each platform feature 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.
Correct Answer:
Explanation:
Viewing page 1 out of 75 pages.
Viewing questions 1-5 out of 373 questions.
