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Microsoft MB-230
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You need to implement a solution to provide the technician's utilization.
Which solution should you use?
You need to select the steps to create a new macro that will automate opening a new case creation form.
Which four actions should you recommend be performed in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
You need to assign the minimum required security roles to a bot for the customer service supervisor. Which security roles should you use?
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Exam MB-230 is the Microsoft Dynamics 365 Customer Service Functional Consultant exam, designed for functional consultants with customer service expertise.
Candidates are responsible for implementing solutions focusing on customer service, quality, reliability, efficiency, and customer satisfaction.
Candidates should have strong knowledge of cases, knowledge management, queues, entitlements, resource scheduling, SLAs, AI insights and visualizations, connected services, Microsoft Copilot Studio, Customer Service applications, Customer Voice, basic and unified routing, and Omnichannel for Customer Service.
A functional consultant should have a comprehensive understanding of the customer service application's role in relation to the Dynamics 365 suite of apps and a basic understanding of the solution architecture.
The English language version of this exam was last updated on March 18, 2024.
The passing score for Exam MB-230 is 700.
The exam is available in English, German, French, Spanish, Portuguese (Brazil), Italian, Japanese, and Chinese (Simplified).
The exam costs $165 USD, although the price may vary based on the country or region where the exam is proctored
Key technical tasks include managing cases and Knowledge Management, managing entitlements and SLAs, implementing scheduling, multi-session experiences for Customer Service, managing analytics, visualizations, and insights, implementing Microsoft Power Platform, Connected Customer Service, and routing.
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TESTED 01 Jul 2024
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