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Microsoft MB-230 Exam Syllabus Topics:

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

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q71-Q76):

NEW QUESTION # 71
A company implements Dynamics 365 for Customer Service.
Which status reason is used for each case status? To answer, select the appropriate option in the answer area.
NOTE:Each correct selection is worth one point.

Answer:

Explanation:

Explanation

NEW QUESTION # 72
You manage Dynamics 365 for Customer Service.
You need to create a list of holidays and ensure that existing service-level agreements (SLAs) observe those holidays.
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:

1 - Creat a holiday schedule and holidayrecords
2 - Create a customer service schedule and select the holiday schedule
3 - Update the SLA and select the customer service schedule
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/create-customerservice-schedule-define-work-hours

NEW QUESTION # 73
You need to configure the Microsoft Copilot Studio chatbot. What should you configure?

A. Add a chatbot to the workstream.
B. Assign each queue a workstream.
C. Assign chatbots to appropriate queues.
D. Embed a chat widget in the portal.

Answer: C

NEW QUESTION # 74
A client plans to implement a case resolution process.
Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation

NEW QUESTION # 75
You sign in to Dynamics 365 Customer Service as a system administrator. You attempt to configure unified record routing across digital messaging channels.
You receive the following error message:
Some required services need to be installed before unified routing can be turned on. Please contact Microsoft Support.
You need to enable unified record routing and route records.
Which three steps must you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. Set up users as leads.
B. Provision unified routing for Customer Service only.
C. Set up users as bookable resources.
D. Set up users as contacts.
E. Deploy Omnichannel for Customer Service.
F. Enable an entity for queues.

Answer: B,E,F

NEW QUESTION # 76
......

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