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Microsoft MB-230 Exam Syllabus Topics:

SectionObjectives
Topic 1: Manage service level agreements (SLAs) and entitlements- SLAs configuration
  • 1. Track SLA compliance
    • 2. Define SLA KPIs
      - Entitlements
      • 1. Create and manage entitlements
        Topic 2: Configure Dynamics 365 Customer Service- Manage cases and queues
        • 1. Queue configuration and routing
          • 2. Case lifecycle management
            - Configure customer service applications
            • 1. Configure basic system settings
              • 2. Set up Dynamics 365 Customer Service app
                Topic 3: Implement omnichannel for customer service- Omnichannel setup
                • 1. Routing and work distribution
                  • 2. Chat, voice, and messaging configuration
                    Topic 4: Analyze and improve customer service insights- Reporting and dashboards
                    • 1. Use analytics in Customer Service
                      Topic 5: Manage cases and knowledge- Case management
                      • 1. Create and resolve cases
                        • 2. Automate case routing
                          - Knowledge management
                          • 1. Search and knowledge usage
                            • 2. Knowledge articles creation and lifecycle

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                              Reliable MB-230 Exam Pattern - 100% Pass Quiz 2026 MB-230: First-grade Dumps Microsoft Dynamics 365 Customer Service Functional Consultant Cost

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                              Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q293-Q298):

                              NEW QUESTION # 293
                              You need to configure the options for the schedule.
                              Which options should you configure? To answer, select the appropriate options in the answer area.
                              NOTE: Each correct selection is worth one point.

                              Answer:

                              Explanation:

                              Explanation:

                              Reference:
                              https://docs.microsoft.com/en-us/dynamics365/customer-service/resources-service-scheduling


                              NEW QUESTION # 294
                              You are a Dynamics 365 administrator.
                              You want to set up a child/parent relationship for cases so that the child case inherits different fields from the parent case.
                              You need to set up the appropriate child/parent relationship.
                              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.

                              Answer:

                              Explanation:

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

                              Reference:
                              https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases


                              NEW QUESTION # 295
                              A company uses Dynamics 365 Customer Service.
                              You need to implement queues to meet company requirements.
                              Which types of queues should you use? To answer, drag the appropriate queue types to the correct requirements. Each queue 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.

                              Answer:

                              Explanation:

                              Reference:
                              https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases


                              NEW QUESTION # 296
                              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?

                              Answer: B

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


                              NEW QUESTION # 297
                              A company is implementing Omnichannel for Customer Service.
                              The company plans to release a new product in the following markets: Germany, Spain, and France.
                              Before the product launches, one agent from each country/region will receive training on the new product. The agents are included as part of a new team for the product. Each agent is part of a team specific to the country/region that they serve.
                              Inquiries about the new product must be routed as follows:
                              1. Route inquiries to an agent who knows the new product and is fluent in the language of the caller.
                              2. Route inquiries to an agent who knows the new product but speaks only a bit of the language of the caller.
                              3. Route inquiries to an agent who speaks all caller languages but does not know the new product.
                              You need to configure the system.
                              Which feature should you use? To answer, select the appropriate options in the answer area.
                              NOTE:Each correct selection is worth one point.

                              Answer:

                              Explanation:

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

                              Reference:
                              https://docs.microsoft.com/en-us/dynamics365/customer-service/setup-skills-assign-agents


                              NEW QUESTION # 298
                              ......

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