Training MB-230 Online | Knowledge MB-230 Points

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Microsoft MB-230 Exam Syllabus Topics:

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

>> Training MB-230 Online <<

Training MB-230 Online Exam Instant Download | Updated Microsoft MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q96-Q101):

NEW QUESTION # 96
You are a customer service schedule administrator for a company. The company hires an electrical engineer who will work remotely.
You need to set the resource to enable the engineer to work remotely.
Which three actions should you perform next 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


NEW QUESTION # 97
You are implementing Omnichannel for Customer Service for a company.
The company has the following requirements:
The Knowledgebase article search tab must open when a new chat conversation begins.

The Chat Session template must be in expanded mode for the agents.

You need to complete the implementation to meet the requirements.
Which configuration should you use for each requirement? To answer, select the appropriate options in the answer area.

Answer:

Explanation:

Explanation:
Box 1: Docked
Communication panel mode - Select the default mode of the panel when a session is started. Choose one of the following:
Docked: The panel will be in expanded mode.
Minimized: The panel will be in minimized mode.
Hidden: The panel will be hidden.
Box 2: Entity Search
Manage application tab templates, Search, The following parameters are available for the entity search page type.
searchType - Define to use Relevance search or Categorized search.
searchText - Define the string you want to search.
Reference:
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/session-templates
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/application-tab-templates


NEW QUESTION # 98
You are configuring a Dynamics 365 for Customer Service instance.
Customer service manager cannot create new entitlements for customer service representatives.
You need to ensure that customer service managers can add new entitlement templates and knowledge base records for customer service representatives.
Which access levels should you apply? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation


NEW QUESTION # 99
You need to configure the queues.
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/automatically-create-case-from-email
https://docs.microsoft.com/en-us/dynamics365/customer-service/overview-unified-routing


NEW QUESTION # 100
A company uses Dynamics 365 Customer Service. The company connects chatbots to its Omnichannel configuration.
The chatbot does not escalate calls to agents.
You need to troubleshoot the chatbot issue.
In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.
NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.

Answer:

Explanation:

Explanation:


NEW QUESTION # 101
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