How to Prepare for Customer Service Make MB - 230 Certification Exam Easy with Edusum.com Exam Code MB - 230 Full Exam Name Microsoft Certified - Dynamics 365 Customer Service Functional Consultant Associate Number of Questions 40 - 60 Practice Exams Microsoft MB - 230 Certification Practice Exam Passing Score 700 / 1000 Time Limit 120 mins Books / Training MB - 230T01 - A: Microsoft Dynamics 365 Customer Service MB - 230 Exam Detail Experience success with Edusum.com MB - 230 Syllabus Topic Weights Manage cases and Knowledge Management 20 - 25% Manage queues, entitlements, and service - level agreements (SLAs) 15 - 20% Implement scheduling 10 - 15% Implement Omnichannel for Customer Service 30 - 35% Manage analytics 10 - 15% Experience success with Edusum.com • Perform enough practice with Microsoft system with related Microsoft MB - 230 certification subjects • Identify the key configuration, workflow and data flow • Understand the all Syllabus Topics of Exam which are Given in Description. • Identify your weak areas from practice test and do more practice with system • Repeat practice exams and try to score 100% on www.edusum.com Preparation tips for Microsoft Customer Service Certification Experience success with Edusum.com Customer Service Sample Questions Experience success with Edusum.com Q 1) A company implements Dynamics 365 for Customer Service. You are assigned a case. You accidently close the case before completing your work. You need to ensure that you can continue to work on the case. What should you do? Option. a) Reassign the case b) Reactivate the case c) Clone the case d) Change the status reason to In Progress Experience success with Edusum.com ANSWER b) Reactivate the case Experience success with Edusum.com Q 2) You open a case for a customer with an entitlement. The remaining entitlement terms should have been immediately decremented, but they were not. You need to resolve this issue. What should you do? Option. a) Create a record creation and update rule. b) Configure an entitlement channel. c) Set the entity type to case. d) Set the allocation type. Experience success with Edusum.com ANSWER d) Set the allocation type. Experience success with Edusum.com Q 3) Which two of the following are valid routing rule actions? (Each correct answer presents part of the solution. Choose two.) Option. a) Cancel Case b) Send Email c) Assign to User/Team d) Route to Queue Experience success with Edusum.com ANSWER b) Send Email c) Assign to User/Team Experience success with Edusum.com Q 4) Which of the following capabilities is only available when using enhanced SLAs? Option. a) pause an SLA b) use security roles to control SLA creation c) track Key Performance Indicators (KPIs) d) define failure actions Experience success with Edusum.com ANSWER c) track Key Performance Indicators (KPIs) Experience success with Edusum.com Q 5) You are using Dynamics 365 for Customer Service. You need to automate the process of adding cases to a queue. What should you do? Option. a) Use routing rules b) Use the convert activities functionality with cases c) Use the add to queue button on a case d) Use the Assign button on a case Experience success with Edusum.com ANSWER a) Use routing rules Experience success with Edusum.com • For more information on MB - 230 Certification please refer to FAQs. • The MB - 230 certification is increasingly becoming important for the career of employees. • The fees information are for the informative purposes and do not serve as an official offering and are subject to change • Focus on the guide for online registration and you will find it out. Info on Microsoft Customer Service Certification Experience success with Edusum.com More Info on Microsoft Certification VISIT www.edusum.com