Struggling with poor Knowledge article search results in Dynamics 365 Customer Service? Learn how enabling keyword and description suggestions can help authors build better metadata for more accurate search results. Discover the solution for improving your organization’s Knowledge Management system. Question A company uses the Knowledge management features of Dynamics 365 Customer Service. Agents experience …
MB-230
Learn how to configure the Quick Find view in Microsoft Dataverse to make all columns searchable in your model-driven app without the need for users to build custom queries. Boost your Dynamics 365 expertise and pass the MB-230 certification exam with ease. Question A company uses Microsoft Dataverse. You create a model-driven app to track …
Learn how to configure Customer Satisfaction (CSAT) metrics in Microsoft Dynamics 365 Customer Voice. Find out which question type (Rating, Likert, NPS, or Text) is ideal for measuring CSAT and improve your customer feedback strategies. Question A company uses Dynamics 365 Customer Voice surveys to capture customer feedback. You need to configure satisfaction metrics to …
Struggling with the Microsoft Dynamics 365 Customer Service MB-230 exam? Learn how to modify property definitions to set correct default values for device commands in Dynamics 365 and Connected Customer Service. Get expert tips for exam success! Question A company uses Dynamics 365 Customer Service and Connected Customer Service. An agent must set the temperature …
Struggling with Dynamics 365 Customer Service? Learn how assigning a device category helps manage IoT devices and limit command types in the MB-230 certification exam. Get expert tips to ace the test! Question A company uses Dynamics 365 Customer Service and Connected Customer Service. Support agents have difficulty sending the correct commands to the appropriate …
Learn how to configure SLAs in Microsoft Dynamics 365 Customer Service to meet different failure criteria based on customer entitlements and case origins like email or phone. Master this key functionality to excel in your MB-230 exam! Question A company uses Dynamics 365 Customer Service to manage service-level agreements (SLAs). Each customer is assigned an …
Learn how enabling AI suggestions in the Microsoft Dynamics 365 Customer Service admin center enhances keyword and description selection for knowledge articles, improving article searchability and content discoverability. Question Your organization uses Microsoft Dynamics 365 Customer Service to manage knowledge articles. Authors struggle with selecting appropriate keywords and descriptions, affecting article searchability. You need to …
Learn which survey question type to recommend for customer experience ratings in Microsoft Dynamics 365. Discover why the Likert scale is ideal for displaying single-answer questions and allowing customers to scale responses effectively. Question A customer service agent must create a survey with a question type that does the following: Displays a list of single-answer …
Learn how to configure the correct form to remove the Billable Time field in Dynamics 365 Customer Service case resolution. Discover why the Quick Create form in the Case Resolution table is key to customizing the case resolution dialog. Question A company uses Dynamics 365 Customer Service. Customers are not invoiced for time spent on …
Learn how to configure status reason transitions in Dynamics 365 Customer Service to enable agents to provide additional information from predefined options and display filtered choices. Discover the key configurations to optimize case management! Question A company uses Dynamics 365 Customer Service. When a case has an active status, the customer service agents must be …
Learn how to set up automatic child case resolution in Dynamics 365 Customer Service by configuring the case closure preference. Follow this simple guide to streamline case management and enhance your certification preparation! Question A company uses Dynamics 365 Customer Service to manage cases. The company uses parent and child cases. Child cases must automatically …
Struggling with Dynamics 365 Customer Service workspace? Learn the correct action to open a contact in a new session—essential tip for passing the MB-230 certification exam. Get expert insights and boost your exam prep today! Question A company uses a Dynamics 365 Customer Service workspace. A user opens a session for an incoming case. The …
Learn how to configure Dynamics 365 Customer Service to disallow parent case closure until all child cases are closed. Follow these expert steps for effective case management in your organization. Question A company uses Dynamics 365 Customer Service. The company plans to use parent/child case functionality. Users must not be able to close parent cases …
Learn what happens to open tasks and activities in Microsoft Dynamics 365 Customer Service when closing a case. Discover if tasks are canceled, remain open, or marked as completed in this helpful guide for the MB-230 certification exam. Question A company uses a Dynamics 365 Customer Service workspace to manage incoming cases. Cases are associated …
Learn how to create and define entitlement templates in Microsoft Dynamics 365 Customer Service. Discover the three key template items you can define, including channels, products, and start/end dates, to streamline your process. Boost your MB-230 exam prep with this expert guide! Question A company uses entitlements in Dynamics 365 Customer Service. The company requires …
Struggling with chat work item assignments in Dynamics 365 Customer Service? Learn how to resolve agent assignment issues by ensuring proper queue configurations. Get expert tips on handling capacity profiles and security roles for optimal performance. Question A company uses unified routing in Dynamics 365 Customer Service to distribute and assign work items to agents. …
Learn the exact steps to fix missing third-party search provider articles in Microsoft Dynamics 365 Customer Service. Discover how to activate the search provider and enable the Integrated Search API trigger flow for accurate search results. Question Your organization uses Microsoft Dynamics 365 Customer Service for managing knowledge articles and has integrated a third-party search …
Struggling with configuring Dynamics 365 Customer Service to populate the email’s To field with a contact instead of an account? Learn the exact steps to set the default email recipient in the Knowledge Base Search control for a seamless case management experience. Question A company uses the Knowledge management features of Dynamics 365 Customer Service. …
Struggling with a Dynamics 365 Customer Service Knowledge Management issue where Spanish articles display in English? Learn the solution to properly manage article translations and fix this problem with our expert guide for the MB-230 certification. Question A company uses the Knowledge management features of Dynamics 365 Customer Service. Agents provide support to customers who …
Learn the correct steps to share personal views in Microsoft Teams when using Dynamics 365 Customer Service. Ensure your team members can access important views like ‘My Active Cases’ with this easy solution. Question A company uses Dynamics 365 Customer Service and Microsoft Teams. The company creates a team channel named Service Channel. You add …
Struggling with duplicate customer service cases in Dynamics 365? Learn the best approach to resolve issues like merging cases, transferring activities, and ensuring accurate records. Get expert tips for the MB-230 certification exam. Question A company uses Dynamics 365 Customer Service. Two cases that have the same issue are linked to different customer records. The …
Struggling with Dynamics 365 Customer Service? Learn which column to check to identify who selected a case from a queue. Get insights into the Worked By field, queue operations, and more for your MB-230 certification exam! Question A company uses queues in Dynamics 365 Customer Service. You need to identify who selected a case from …
Learn how to configure a queue for unified email routing in Microsoft Dynamics 365 Customer Service. Discover the best choice for routing emails: advanced record queues vs. private, public, and advanced messaging queues. Question A company uses Dynamics 365 Customer Service. You need to set up a queue for the unified routing of emails. What …
Learn how to configure custom prioritization rules for work item assignment in Microsoft Dynamics 365 Customer Service. Discover the best practices for using the assignment method to optimize routing and improve agent efficiency. Question A company uses unified routing in Dynamics 365 Customer Service. Work items must be allocated to agents by using a custom …
Struggling with the Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 certification exam? Learn how to configure surveys in Customer Voice to split them into multiple pages using sections. Get expert tips and boost your exam success! Question A company uses Dynamics 365 Customer Voice to gather customer feedback on new product launches. A long …
Discover the top 3 external Knowledge Search providers in Dynamics 365 Customer Service, including SharePoint, Microsoft Graph, and separate Dynamics 365 instances. Learn how to configure and enhance your knowledge management system today! Question A company plans to use the Knowledge management capabilities of Dynamics 365 Customer Service. The company stores current knowledge content in …
Struggling with case resolution options in Microsoft Dynamics 365 Customer Service? Learn how to enable and customize case resolution settings for the MB-230 certification exam. Discover expert solutions to fix status reason issues and improve case management efficiency. Question A company uses Dynamics 365 Customer Service. The standard case resolution options do not allow for …
Struggling with Dynamics 365 Customer Service? Learn the best way to identify high-priority open cases using Personal Views in this expert guide. Improve your case management skills for the MB-230 exam! Question A company uses Dynamics 365 Customer Service to manage cases. You need to identify high-priority cases that are open. What should you use? …
Learn how to display a set of survey questions after a chat conversation ends in Microsoft Dynamics 365 Omnichannel for Customer Service. Discover the right solution using Dynamics 365 Customer Voice to enhance customer feedback collection. Question A company uses Omnichannel for Customer Service. You are configuring the chat channel. You need to display a …
Learn how to configure site maps in Microsoft Dynamics 365 by separating admin and user navigation items. Find the best solution for organizing areas and improving app usability in the MB-230 certification exam. Question A company uses Microsoft Dataverse. You are modifying a model-driven app for the company. Users report that the app has too …
Learn which role to assign to the service team lead in Microsoft Dynamics 365 Customer Service to ensure effective supervision with least privilege access. Understand the difference between Omnichannel agent, supervisor, and administrator roles. Question A company uses Dynamics 365 Customer Service. The company service team requires the ability to engage with customers across digital …
Learn how to resolve allocation type issues in Dynamics 365 Customer Service entitlements. Discover why deactivating, deleting, and creating new entitlements with the correct settings is crucial for accurate case management. Question A company uses entitlements in Dynamics 365 Customer Service. You create an entitlement that is based on a total number of cases. After …
Learn how to configure a self-service portal in Microsoft Dynamics 365 Customer Service to allow customers to search for product reviews with no mismatch in results. Discover key components like Knowledge Articles and Progressive Search for the best customer experience. Question A company uses Dynamics 365 Customer Service. The company requires a self-service portal that …
Learn which form type to configure in Microsoft Dataverse for displaying supplier details in model-driven apps. Discover why Quick View is the right choice for managing 1:N relationships between products and suppliers. Question A company uses Microsoft Dataverse. The company requires a model-driven app to manage products. The Products table and the Suppliers table have …
Learn how to effectively route German-speaking customer chat escalations with a value greater than 5 in Dynamics 365 Customer Service using route-to-queue rules. Optimize your omnichannel service with expert tips for MB-230 certification. Question A company uses Dynamics 365 Customer Service and Omnichannel for Customer Service. You create a workstream for chat. You need to …
Learn the correct process for moving cases to the right queue in Microsoft Dynamics 365 Customer Service. Discover which actions to take when a case is incorrectly assigned, including selecting ‘Add to Queue.’ Improve your Dynamics 365 skills with this expert guide! Question A company uses queues in Dynamics 365 Customer Service. All cases are …
Learn how to configure overflow handling in Dynamics 365 Customer Service to ensure work items outside of queue working hours are automatically assigned to another queue. Master this essential skill for your MB-230 certification exam! Question A company uses unified routing in Dynamics 365 Customer Service to distribute and assign work items to agents. You …
Learn the essential record types for routing incoming emails using Unified Routing in Dynamics 365 Customer Service. Discover why Agents and Queues are key for efficient work allocation in this comprehensive guide. Question A company uses Dynamics 365 Customer Service. The company plans to use unified routing for incoming emails to allocate work. You need …
Learn how to configure the right ruleset for skills-based routing in Microsoft Dynamics 365 Customer Service. Discover the correct answer to the MB-230 exam question on work item skills configuration. Question A company uses unified routing in Dynamics 365 Customer Service. You need to configure the required skills for work items. Which ruleset should you …
Learn how to configure work classification in Dynamics 365 Customer Service and understand where to add classification rules. Discover why ‘workstream’ is the right choice for optimal case routing and assignment in this helpful guide. Question A company uses Dynamics 365 Customer Service to route cases. You need to configure work classification. In which record …
Learn how to properly configure business hours for SLA calculations in Microsoft Dynamics 365 Customer Service. Understand which table to edit, the role of SLA Items, and best practices for managing SLAs in your system. Boost your Dynamics 365 knowledge and pass the MB-230 certification exam! Question A company uses Dynamics 365 Customer Service. You …
Learn the key states in Dynamics 365 Customer Service that allow you to renew an entitlement record, including when it is expired or canceled. Get the expert insights you need to pass your MB-230 exam and boost your career! Question A company uses entitlements in Dynamics 365 Customer Service. You need to renew a customer’s …