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Microsoft MB-230 Exam Syllabus Topics:

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

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q293-Q298):

NEW QUESTION # 293
A company uses Dynamics 365 Customer Service. The company purchases Omnichannel for Customer Service.
The company wants the following requirements implemented without the need to license additional software:
The system must automatically ask questions before the chat begins.
Credit card information that a customer enters in a chat must not be visible to the agent.
You need to configure the options to meet the requirements.
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:

Explanation
Graphical user interface, text, application Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-pre-chat-survey
https://docs.microsoft.com/en-us/dynamics365/customer-service/data-masking-settings


NEW QUESTION # 294
You are a Dynamics 365 for Customer Service system administrator.
You need to create service-level agreements (SLAs) to meet company requirements.
What SLA types should you use? To answer, drag the appropriate SLA types to the correct requirements. Each SLA type 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:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-levelagreements


NEW QUESTION # 295
A company uses Dynamics 365 Customer Service.
You need to implement queues to meet company requirements.
Which types of queues should you use? To answer, drag the appropriate queue types to the correct requirements. Each queue type 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:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases


NEW QUESTION # 296
A company is evaluating Dynamics 365 Customer Service Insights.
The company decides to use the sample data environment to expedite the evaluation process.
You need to recommend a dashboard.
Which dashboard should you recommend? 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/ai/customer-service-insights/dashboard-kpi-summary
https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/dashboard-case-resolutions


NEW QUESTION # 297
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 # 298
......

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