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Microsoft MB-230 Exam Syllabus Topics:

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

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                              100% Pass Professional Microsoft - MB-230 - Microsoft Dynamics 365 Customer Service Functional Consultant Exam Quick Prep

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                              Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q239-Q244):

                              NEW QUESTION # 239
                              You manage Dynamics 365 Customer Service. You have a routing rule set namedCustomerResolutionthat assigns general inquiry cases to a queue namedGeneralInquiry.
                              You need to assign technical support cases to a queue namedTechSupport.
                              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.

                              Answer:

                              Explanation:

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

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


                              NEW QUESTION # 240
                              You are a customer service representative using Dynamics 365 for Customer Service.
                              You need to identify and eliminate duplicate cases.
                              What should you do?

                              Answer: B

                              Explanation:
                              Section: Topic 2, Manage cases and the knowledge base


                              NEW QUESTION # 241
                              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:

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


                              NEW QUESTION # 242
                              Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet 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 a Dynamics 365 for Customer Service system administrator for Contoso, Ltd.
                              You need to automatically create cases from emails sent to the support@contoso.com email address.
                              Solution: Create an automatic record creation and update rule. Set the Source type to Email, and then select the queue. Configure autoresponse settings.
                              Does the solution meet the goal?

                              Answer: B

                              Explanation:
                              https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer- service/automatically-create-case-from-email


                              NEW QUESTION # 243
                              A company installs and services air filtration units for industrial manufacturing plants. The company is implementing Dynamics 365 Customer Service.
                              Each regional location supports a specific geographic region. Installers and service technicians are dispatched from these regional locations.
                              You need to configure the system to optimize work scheduling.
                              How should you configure the system? 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/basics-service-service-scheduling
                              https://docs.microsoft.com/en-us/dynamics365/customer-service/resource-categories-service-scheduling


                              NEW QUESTION # 244
                              ......

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