MB-230信息資訊 & MB-230試題

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Microsoft MB-230 Exam Syllabus Topics:

SectionWeightObjectives
Implement Microsoft Power Platform integration2-6%- Integrate Power Apps and Power Automate
  • 1. Create custom forms and workflows
    • 2. Connect Customer Service with other apps
      Implement routing and work distribution2-6%- Configure unified routing
      • 1. Set up workstreams and queues
        • 2. Define routing rules and decision trees
          Manage analytics, visualizations, and insights5-9%- Implement Customer Voice surveys and feedback
          - Create and manage dashboards and reports
          • 1. Use out-of-box Customer Service reports
            • 2. Build custom dashboards and visualizations
              Implement Customer Service multi-session experience5-9%- Configure Customer Service workspace
              • 1. Set up app profiles and session templates
                • 2. Integrate channels and productivity tools
                  Implement scheduling10-14%- Configure service scheduling
                  • 1. Implement scheduling rules and availability
                    • 2. Set up resources and resource groups
                      • 3. Define service activities and requirements
                        Manage entitlements and service level agreements (SLAs)15-19%- Configure entitlements
                        • 1. Define entitlement terms and restrictions
                          • 2. Associate entitlements with customers and cases
                            - Implement SLAs
                            • 1. Configure SLA actions and warnings
                              • 2. Define SLA KPIs and timelines
                                • 3. Manage SLA calculations and pauses
                                  Manage cases and knowledge management51-55%- Create and manage cases
                                  • 1. Configure case types and statuses
                                    • 2. Implement case routing and queues
                                      • 3. Manage case hierarchies and relationships
                                        - Implement knowledge management
                                        • 1. Create and manage knowledge articles
                                          • 2. Configure knowledge search and recommendations
                                            • 3. Integrate knowledge with cases and portals
                                              - Configure Dynamics 365 Copilot for Service
                                              Implement Connected Customer Service2-6%- Set up IoT and field service integration

                                              >> MB-230信息資訊 <<

                                              MB-230試題 - 最新MB-230試題

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                                              最新的 Microsoft Dynamics 365 MB-230 免費考試真題 (Q239-Q244):

                                              問題 #239
                                              A company uses Dynamics 365 Customer Sen/ice.
                                              A customer service supervisor must create canvas apps. The environment uses a Microsoft Dataverse database. The supervisor must be able to create new connections and Microsoft Power Automate flows. The supervisor must not have data access privileges to data in the environment.
                                              You need to assign a role to the supervisor by using the principle of least privilege.
                                              Which security role should you grant to the supervisor?

                                              答案：A


                                              問題 #240
                                              A company wants to use Power Virtual Agents chatbots to enable customers to solve their own issues whenever possible. You create knowledge base articles.
                                              You must ensure that the new articles are available through the chatbot.
                                              You need to define the steps to integrate knowledge management with the chatbot.
                                              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.

                                              答案：

                                              解題說明：

                                              Explanation:
                                              Step 1: Publish knowledge articles to a portal created in Power Apps
                                              Step 2: Create a topic for the Power Virtual Agents bot, and add an action Step 3: Use a Power Automate template to add the solution to the chatbot Step 4: Test the Power Automate cloud flow Test the flow to publish and share the bot.
                                              Reference:
                                              https://docs.microsoft.com/en-us/dynamics365/customer-service/integrate-km-with-pva


                                              問題 #241
                                              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.
                                              You are creating agent scripts that have macros for quick steps for agents in a support center.
                                              Agents need to be able to open a case from one of the steps in the agent scripts.
                                              You need to select a type of connector to use to create the macro.
                                              Solution: Configure the macro by using a productivity automation connector.
                                              Does the solution meet the goal?

                                              答案：B


                                              問題 #242
                                              A Dynamics 365 Customer Service organization uses routing rules to escalate cases.
                                              Security roles have not been modified or created.
                                              You need to modify the routing rule set that is currently in use and enforce the principle of least privilege.
                                              Which five 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.

                                              答案：

                                              解題說明：

                                              Explanation
                                              Graphical user interface, text, application Description automatically generated

                                              Reference:
                                              https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-cases


                                              問題 #243
                                              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: Configure the working hours calendar to allow one-hour resource booking blocks.
                                              Does the solution meet the goal?

                                              答案：A

                                              解題說明：
                                              Instead: Proposed solution: Create a fulfillment record and set the interval to one hour.
                                              Note: 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


                                              問題 #244
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