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The MB-230 PDF Questions of Dumpcollection are authentic and real. These Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) exam questions help applicants prepare well prior to entering the actual Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) exam center. Due to our actual MB-230 Exam Dumps, our valued customers always pass their Microsoft MB-230 exam on the very first try hence, saving their precious time and money too.

Microsoft MB-230 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Manage entitlements and SLAs15%- Create and manage SLAs
  • 1. Define and configure SLA KPIs
  • 2. Create SLA items and actions
  • 3. Enable SLAs for entities
  • 4. Use hierarchical SLA configurations
- Create and manage entitlements
  • 1. Create and activate entitlements
  • 2. Apply entitlements to cases
  • 3. Define and manage entitlement templates
Topic 2: Implement Microsoft Power Platform10%- Configure Power Virtual Agents
  • 1. Integrate chatbots with Customer Service
  • 2. Configure topics and entities
  • 3. Create chatbots
- Configure Power Automate
  • 1. Use Common Data Service connector
  • 2. Create and manage flows
  • 3. Configure triggers and actions
Topic 3: Manage analytics, visualizations, and insights10%- Configure Customer Service Insights
  • 1. Configure Power BI integration
  • 2. Configure dashboards and charts
  • 3. Configure Customer Service historical analytics
- Manage insights
  • 1. Monitor and improve service with analytics
  • 2. Analyze Omnichannel insights
  • 3. Analyze conversation insights
Topic 4: Implement multi-session experiences for Customer Service20%- Manage channels
  • 1. Configure Microsoft Teams integration
  • 2. Configure Voice
  • 3. Configure Chat
  • 4. Configure SMS
- Configure and manage Omnichannel
  • 1. Configure routing and assignment
  • 2. Configure work streams and queues
  • 3. Configure agent scripts
  • 4. Manage context variables
- Configure the Customer Service workspace
  • 1. Configure productivity tools
  • 2. Configure session management
  • 3. Configure notifications
  • 4. Configure apps and templates
Topic 5: Implement Connected Customer Service10%- Configure IoT integration
  • 1. Configure IoT alerts
  • 2. Create cases from IoT alerts
  • 3. Manage IoT devices
- Manage Connected Customer Service scenarios
  • 1. Configure proactive service
  • 2. Configure asset management
  • 3. Manage customer assets
Topic 6: Manage cases and Knowledge Management20%- Create and manage cases
  • 1. Analyze cases with interactive dashboards
  • 2. Customize case views
  • 3. Create case and child case
  • 4. Identify and create cases from activities
  • 5. Use case routing rules
- Manage Knowledge Management
  • 1. Create and manage knowledge articles
  • 2. Use knowledge article templates
  • 3. Manage the Knowledge Management lifecycle
  • 4. Configure entities for Knowledge Management
Topic 7: Implement scheduling5%- Manage resources
  • 1. Configure resource calendars and working hours
  • 2. Define resources and resource groups
- Manage services
  • 1. Define service activities
  • 2. Schedule service activities
Topic 8: Implement routing10%- Manage queues and routing
  • 1. Configure advanced routing rules
  • 2. Create and manage queues
  • 3. Configure routing rules
- Configure unified routing
  • 1. Configure assignment methods
  • 2. Configure work classification
  • 3. Configure work distribution

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q145-Q150):

NEW QUESTION # 145
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.

Answer:

Explanation:

Explanation:


NEW QUESTION # 146
You are implementing Omnichannel for Customer Service for a call center.
The call center manager needs to be able to track agents' performance.
You need to configure the intraday insights dashboard to meet the requirement.
Which configurations should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-intraday-dashboard-supervisor


NEW QUESTION # 147
A company that operates in 101 countries/regions globally uses Dynamics 365 Customer Service. The countries/regions currently use the same environment.
An administrator plans the deployment of additional portals to support customer service processes.
Each country/region requires the following:
* A Microsoft Dataverse starter portal in an environment with Dataverse
* A blank portal in an environment with customer engagement apps
* A pre-build portal in an environment with customer engagement apps
Vou need to determine the minimum number of environments required.
How many environments will you need? To answer, drag the appropriate number to the portal requirements. Each number of 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:


NEW QUESTION # 148
You are using Dynamics 365 Customer Service. You are viewing a knowledge base (KB) article from a case record. Knowledge management is set up to use an external portal.
You need to link the article to the case and share the article with the customer.
What is the solution for each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:
Text Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/find-knowledge-articles-within-record-dynamic


NEW QUESTION # 149
You are a Dynamics 365 for Customer Service administrator.
You must track time against enhanced service-level agreements (SLAs).
You need to add a timer.
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

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/add-timer-forms-tracktim


NEW QUESTION # 150
......

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