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Microsoft MB-230 Exam Syllabus Topics:

Section	Weight	Objectives
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
Implement scheduling	10-14%	- Configure service scheduling 1. Implement scheduling rules and availability 2. Define service activities and requirements 3. Set up resources and resource groups
Implement routing and work distribution	2-6%	- Configure unified routing 1. Set up workstreams and queues 2. Define routing rules and decision trees
Implement Connected Customer Service	2-6%	- Set up IoT and field service integration
Manage analytics, visualizations, and insights	5-9%	- Create and manage dashboards and reports 1. Build custom dashboards and visualizations 2. Use out-of-box Customer Service reports - Implement Customer Voice surveys and feedback
Manage cases and knowledge management	51-55%	- Implement knowledge management 1. Integrate knowledge with cases and portals 2. Create and manage knowledge articles 3. Configure knowledge search and recommendations - Configure Dynamics 365 Copilot for Service - Create and manage cases 1. Configure case types and statuses 2. Implement case routing and queues 3. Manage case hierarchies and relationships
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. Define SLA KPIs and timelines 2. Configure SLA actions and warnings 3. Manage SLA calculations and pauses
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

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q257-Q262):

NEW QUESTION # 257
You are a Dynamics 365 Customer Service administrator.
You must track issues submitted by customers.
You need to configure case settings for the Service Management module.
What should you configure? 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 Description automatically generated

NEW QUESTION # 258
Drag and Drop Question
You are configuring Dynamics 365 Customer Service.
Child cases must inherit the customer name and contact from the parent case when opened.
You need to configure the case inheritance.
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:

NEW QUESTION # 259
You are a Dynamics 365 for Customer Service administrator.
You need to import cases from a file without applying routing rules.
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/create-rulesautomatically

NEW QUESTION # 260
You need to ensure cases are handled correctly.
What should you do? 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/overview-unified-routing

NEW QUESTION # 261
You are a Dynamics 365 for Customer Service administrator.
Your company provides standard support contracts for 20 hours of email support. Phone is offered as a premium service in allotments of 10 incidents.
You need to set up an entitlement template for the standard support.
What should you configure?

A. Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to Email.
Set the value of the Total terms field to 10.
Add the Phone option. Set the value of the Total Terms field to 10.
B. Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to Phone.
Set the value of the Total terms value to 20.
C. Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to Email. Set the value of the Total terms field to 20.
D. Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to Email. Set the value of the Total terms field to 0.
Add the Phone option.
Set the value of the Total Terms field to 10.

Answer: C

NEW QUESTION # 262
......

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