2026年最新の100%試験高合格率MB-230問題集PDF
合格させる試験完全版MB-230問題集340解答
Microsoft MB-230 認定試験は、Dynamics 365 Customer Service Functional Consultant になりたい個人が必要とするさまざまなトピックをカバーしています。これらのトピックには、カスタマーサービスの概念、ケース管理、サービスレベル契約、キュー管理、ナレッジマネジメント、およびアナリティクスが含まれます。試験では、Dynamics 365 Customer Service アプリケーションを設定およびカスタマイズする方法についても説明されており、セキュリティの設定、フォーム、ビュー、およびチャートの作成と管理、ワークフローとビジネスルールの設定などがカバーされます。
質問 # 144
You are a Dynamics 365 system administrator.
Your customer service team must define goal metrics to track and measure all resolved cases.
You need to create a goal metric with a rollup field.
In which order should you perform the actions? Toanswer, move all actions from the list of actions to the answer area and arrange them in the correct order.
正解：
解説：
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/sales-enterprise/create-edit-goal-metric
質問 # 145
You use Dynamics 365 for Customer Service administrator. You plan to create Voice of the Customer surveys.
You need to determine which survey question feature is needed to complete the design of the survey.
Which survey features should you use? To answer, select the appropriate survey type in the dialog box in the answer area.
NOTE: Each correct selection is worth one point.
正解：
解説：
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey
質問 # 146
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
An electrical engineering company is implementing Dynamics 365 Customer Service.
Engineers schedule work in one-hour blocks.
Engineers who complete a job before the end of the one-hour block must not be able to start a new job in that some block.
Engineers who require part of an additional one-hour block to complete a job must not be able to start a new job in that additional block.
You need to configure the fulfillment preference to meet the requirements.
Proposed solution: Create a fulfillment record and set the interval to one hour.
Does the solution meet the goal?
- A. No
- B. Yes
正解：B
解説：
Explanation
Fulfillment preferences are customizable entities that let you choose how schedule assistant results are displayed, like with neat hourly appointments or morning and afternoon time windows.
By default, the schedule assistant displays results based entirely on resource schedules and the earliest available time, such as 10:39 AM. With fulfillment preferences set to hourly, the same resource's availability shows as 11:00 AM. This makes it simpler for the scheduler to view and understand availability and communicate it to the customer.
Intervals
Intervals display schedule assistant results in neat time slots that dictate start time of subsequent bookings.
When configured as 30-minute intervals, the schedule assistant will display a resource available at 9:27 AM as available at 9:30 AM and will book the start time (arrival time) for 9:30 AM. This includes travel time for onsite requirements and work orders, meaning travel time will begin before 9:30 AM, and a field resource will arrive and start work at 9:30 AM.
Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/set-up-time-groups
質問 # 147
You need to choose the appropriate actions when using the knowledge base.
Which actions should you choose? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
正解：
解説：
Explanation:
Box 1: Email the knowledge base article to the customer
Support representatives must use the knowledge base first to try to solve issues.
The knowledge base article that is used to resolve a case must always be sent to the customer.
Box 2: Link to resolved case
Support representatives must be able to reference the knowledge base when it is used to resolve the case.
Box 3: Create a knowledge base article
If the answer is not in the knowledge base, a support representative needs to create a knowledge base article.
Topic 5, Lucerne Publishing
Lucerne Publishing is a publishing company in Canada. The company publishes books for higher education, it also invests in multiple cloud-based solutions to support the customer sen/ice, publishing, and sales departments.
Lucerne Publishing uses the following:
* The Customer Service app for the publishing customer service division.
* Omnichannel capabilities in the Customer Service app.
* Third-party apps for e-commerce so students and parents can order books or courses online.
* Customer service agents as the representatives who will resolve customer's issues using various channels.
* Resident employees who work for Lucerne Publishing and live in the buildings inside the business center.
* A technician dispatch team that includes dispatchers who review and schedule work orders and assign the work orders to resources on the schedule board.
The company has an internal division that provides repair services such as plumbing and electrical. The division provides services to the buildings inside the company business center, and some of those are used as residences by printing employees.
Customer Service _ Contact Center
The company has the following requirements:
* Improve agent response time in live chats with customers.
* improve agent productivity by automating tasks. For example, the customer service manager requests that a new case is created automatically when an agent is on a chat with a customer.
* Provide instructions for agents to use when processing book returns. The instructions must include the following; o Greet the customer.
o Automatically open the case form for the book return.
o Close the session with the customer.
* Allow agents to use different channels such as short message service (SMS), social, and call when providing service to customers.
* Enable a new text SMS channel for the agents.
* Improve the agent's capability to search using Al suggestions.
* Provide agents with real-time recommendations on similar cases and knowledge-base articles.
* Allow agents to know the customer's point of view on the service.
* Provide a solution that will identify an agent's supervisor when a customer has a negative experience.
* Improve how the agents' skills and profiles are maintained.
* Route calls to agents who can support French-speaking customers.
* Configure the French language as a skill for agents who support French-speaking customers.
* Provide access to the Omnichannel agent app and productivity tools for supervisors and agents.
* Provide the customer service supervisor with the ability to create agent scripts for Omnichannel agents and a workstream for SMS. The customer service supervisor must also be able to edit an existing workstream.
* Provide the customer service supervisor with the ability to track sentiment in real time.
* Provide agents with all suggestions on the recent contact that worked on similar cases.
Customer Service - Repairs
The company has the following requirements for repair requests:
* Dispatchers must be able to track a technician and schedule jobs for technicians based on availability.
* A dispatcher named UserA must be able to create a new view to display only unscheduled work orders. The view must be displayed only when the work orders are open-unscheduled, and the substatus is ready to dispatch work orders.
* The technician dispatch team must be able to create a Schedule tab in the schedule board.
* Dispatchers must be able to track technicians' utilization by using personal color codes.
* The field technician's security role must be field service technician.
The company reports the following issues:
* Agents spend most of their time doing repetitive tasks during support calls or chats.
* There is no guided process for agents to follow the steps when a customer calls for a book return.
* Customer service managers are not able to provide real-time recommendations to customers using Ai suggestions.
* A new channel for SMS is not sending conversations to agents. Agents are required to answer conversations manually.
* The company is not able to retain customers who have a negative experience with the customer service agents.
* Agents are not able to use the schedule board to schedule repair work orders by using a custom view.
* The skills and proficiency model are not defined for the agents. Calls from French-speaking customers are not routed to the appropriate agents.
質問 # 148
A company uses Dynamics 365 Customer Service.
Agents provide incorrect responses when replying to customer issues.
You need to configure quick replies.
What should you do?
- A. Create a new quick reply with the category name as the title.
- B. Add a macro in Smart assist.
- C. Add a quick reply to a workstream.
- D. Create a new tag for each quick reply.
正解：D
質問 # 149
You manage Dynamics 365 for Customer Service.
You need to create a list of holidays and ensure that existing service-level agreements (SLAs) observe those holidays.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
正解：
解説：
1 - Create a holiday schedule and holiday records
2 - Create a customer service schedule and select the holiday schedule
3 - Update the SLA and select the customer service schedule
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/create-customerservice-schedule-define-work-hours
質問 # 150
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.
正解：
解説：
Explanation:
質問 # 151
You are a Dynamics 365 for Customer Service administrator.
Your company is trying to determine whether it needs to use standard or enhanced service-level agreements (SLAs).
You need to configure SLAs based on the requirements.
Which type of SLAs should you use? To answer, select the appropriate option in the answer area.
NOTE:Each correct selection is worth one point.
正解：
解説：
質問 # 152
A company uses Dynamics 365 Customer Service. The administrator enables in-app notifications.
Agents observe notifications in the app but are unsure which behavior triggers them.
You need to identify which notification will appear based on the activity of the agent.
Which notification belongs to each behavior? To answer, move the appropriate notifications to the correct agent behaviors. You may use each notification 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.
正解：
解説：
Explanation:
質問 # 153
You ate creating agent scripts in Dynamics 365 Customer Service. You must add the following steps to the scripts:
1. Use the greeting; Welcome to the company, how may we serve you today?
2. Send details about a customer's account to the customer with one selection.
3. Open another set of steps to follow.
You need to configure the type of steps that are needed.
Which type should you choose when configuring each step? To answer, drag the appropriate types to the correct steps. Each type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
正解：
解説：
質問 # 154
You are a Dynamics 365 for Customer Service administrator. Your company provides support between 9 a.m.
and 5 p.m.
You must add a warning to account records when service representatives do not contact an account within eight business hours of the account being verified.
You need to enable service-level agreements (SLAs) for accounts.
In which order should you perform the actions? To answer, move all actions from the list to the answer area and arrange them in the correct order.
正解：
解説：
Explanation:
質問 # 155
You ate creating a bot by using Power Virtual Agents to work within Dynamics 365 Customer Service. The bot must support voice and chat capabilities. The bot must also meet the following requirements:
* When a user starts the conversation, the bot should ask if they need help with installation or support.
* The user must be able to talk to a live person when requested.
You need to configure the bot.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
正解：
解説：
Explanation:
質問 # 156
You are a functional consultant for a Dynamics 365 Customer Service organization.
You must add the knowledge base search control to the Case entity main form and the Phone call main form.
Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order
正解：
解説：
Explanation
質問 # 157
You are a Dynamics 365 system administrator.
The customer service desk needs to be able to apply service level agreements (SLAs) on demand to customers that do not have SLAs.
You need to determine how SLAs on demand can be assigned.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
- A. Use an existing customer SLA and change the conditions after assigning the SLA to the customer record.
- B. Go into the SLA configuration and assign it to a customer.
- C. Create a new SLA for each case that does not have a customer SLA.
- D. Assign SLAs manually to records.
- E. Automatically apply SLAs to records based on business logic.
正解：D、E
解説：
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements#apply-slas-on-
質問 # 158
You are using Dynamics 365 Customer Service.
You need to ensure that customers request support by using email, phone or web, based on their signed contracts with your company.
What should you do?
- A. Configure routing rules.
- B. Configure entitlement channels.
- C. Create queues for each channel.
- D. Create an entity for each channel and configure the relationship with the entitlement.
正解：B
解説：
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer
質問 # 159
You are a Dynamics 365 Customer Service system administrator. You work with the Customer Service Hub application.
You need to enable entities for service-level agreements (SLAs).
For which entity can you enable SLAs?
- A. Account
- B. Business unit
- C. Customer service schedule
- D. Holiday schedule
- E. KPIs
- F. Contract
正解：A
解説：
https://docs.microsoft.com/en-us/dynamics365/customer-service/enable-entities-service-level- agreements
質問 # 160
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Microsoft MB-230 試験は、準備と献身が必要な難しい試験です。候補者は、試験のすべてのトピックを詳細にカバーする公式の Microsoft トレーニングコースを受講することで試験の準備ができます。さらに、候補者は練習問題集や学習ガイドなどの学習教材を使用して試験の準備をすることができます。この試験に合格することで、新しいキャリアの機会を開くことができ、カスタマーサービス領域の機能コンサルタントとして働くために必要なスキルと知識を持っていることを雇用主に示すことができます。
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