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Microsoft MB-230 Exam Syllabus Topics:

Section	Weight	Objectives
Manage analytics, visualizations, and insights	5-9%	- Implement Customer Voice surveys and feedback - Create and manage dashboards and reports 1. Build custom dashboards and visualizations 2. Use out-of-box Customer Service reports
Implement Microsoft Power Platform integration	2-6%	- Integrate Power Apps and Power Automate 1. Connect Customer Service with other apps 2. Create custom forms and workflows
Implement scheduling	10-14%	- Configure service scheduling 1. Set up resources and resource groups 2. Implement scheduling rules and availability 3. Define service activities and requirements
Manage entitlements and service level agreements (SLAs)	15-19%	- Implement SLAs 1. Manage SLA calculations and pauses 2. Define SLA KPIs and timelines 3. Configure SLA actions and warnings - Configure entitlements 1. Define entitlement terms and restrictions 2. Associate entitlements with customers and cases
Implement routing and work distribution	2-6%	- Configure unified routing 1. Define routing rules and decision trees 2. Set up workstreams and queues
Implement Customer Service multi-session experience	5-9%	- Configure Customer Service workspace 1. Set up app profiles and session templates 2. Integrate channels and productivity tools
Manage cases and knowledge management	51-55%	- Implement knowledge management 1. Integrate knowledge with cases and portals 2. Configure knowledge search and recommendations 3. Create and manage knowledge articles - Create and manage cases 1. Manage case hierarchies and relationships 2. Configure case types and statuses 3. Implement case routing and queues - Configure Dynamics 365 Copilot for Service
Implement Connected Customer Service	2-6%	- Set up IoT and field service integration

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q170-Q175):

NEW QUESTION # 170
You need to build a personal dashboard that displays the following charts and views:
Charts:
* Number of cases by owner and priority
* Products with most cases opened
Views:
* Display the number of cases opened in a seven-day period
* Display the number of escalated cases
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.

Answer:

Explanation:

Explanation:
A picture containing application Description automatically generated

Reference:
https://docs.microsoft.com/en-us/powerapps/user/track-your-progress-with-dashboard-and-charts

NEW QUESTION # 171
A customer's entitlement is not available to assign to a case.
You need to determine the cause of the customer's issue.
What are two possible reasons for the issue? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. The entitlement is set as the default
B. The entitlement is active
C. The entitlement was renewed
D. The entitlement is in waiting status
E. The entitlement is expired

Answer: D,E

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-custom

NEW QUESTION # 172
A company has used Dynamics 365 Customer Service with Omni channel for more than a year.
The company has experienced several product recalls over the last three months. Customer agents must follow standardized answers, approved by the legal department, to respond to customer questions that are sent in from chats, texts, and phone conversations.
You need to configure the system.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. Create a macro.
B. Enable the productivity panel.
C. Install the Productivity Tools app from App Source.
D. Create an agent script.

Answer: B,D

Explanation:
https://learn.microsoft.com/en-us/dynamics365/app-profile-manager/agent- scripts?tabs=customerserviceadmincenter

NEW QUESTION # 173
Your company uses Dynamics 365 Customer Service. You create the following support offerings.
Customers must choose one of the three offerings.
- Email only
- Phone only
- Half phone and half email
You allocate 50 cases to each support offering.
You need to create the entitlement with terms that adhere to the support offerings.
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. Create a new entitlement for each new support offering for the customer, with terms equal to 25 phone calls and 25 emails.
B. Create one entitlement template that includes the three different terms. Apply the template to the customer, and then remove the terms that do not apply.
C. Create a new entitlement for each new support offering for the customer, with terms equal to 50 phone calls and 50 emails.
D. Create three entitlement templates with terms for 50 calls and 50 emails. Apply the template to the customers as they sign the support offering.
E. Create different entitlement templates for each set of terms. Apply the appropriate template to the customer.

Answer: C,D

NEW QUESTION # 174
You need to create an entitlement template. In System Settings, you navigate to Service Management.
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.

Answer:

Explanation:

Explanation:
Graphical user interface, text, application Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entitlements-templates

NEW QUESTION # 175
......

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