Microsoft Dynamics 365 Customer Service Functional Consultant reliable practice torrent & MB-230 exam guide dumps & Microsoft Dynamics 365 Customer Service Functional Consultant test training vce

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Microsoft MB-230 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Implement Microsoft Power Platform10%- Configure Power Virtual Agents
  • 1. Integrate chatbots with Customer Service
  • 2. Create chatbots
  • 3. Configure topics and entities
- Configure Power Automate
  • 1. Create and manage flows
  • 2. Use Common Data Service connector
  • 3. Configure triggers and actions
Topic 2: Implement routing10%- Manage queues and routing
  • 1. Create and manage queues
  • 2. Configure routing rules
  • 3. Configure advanced routing rules
- Configure unified routing
  • 1. Configure work distribution
  • 2. Configure work classification
  • 3. Configure assignment methods
Topic 3: Manage cases and Knowledge Management20%- Manage Knowledge Management
  • 1. Create and manage knowledge articles
  • 2. Configure entities for Knowledge Management
  • 3. Use knowledge article templates
  • 4. Manage the Knowledge Management lifecycle
- Create and manage cases
  • 1. Customize case views
  • 2. Identify and create cases from activities
  • 3. Analyze cases with interactive dashboards
  • 4. Create case and child case
  • 5. Use case routing rules
Topic 4: Manage analytics, visualizations, and insights10%- Manage insights
  • 1. Analyze Omnichannel insights
  • 2. Monitor and improve service with analytics
  • 3. Analyze conversation insights
- Configure Customer Service Insights
  • 1. Configure dashboards and charts
  • 2. Configure Customer Service historical analytics
  • 3. Configure Power BI integration
Topic 5: Implement scheduling5%- Manage resources
  • 1. Configure resource calendars and working hours
  • 2. Define resources and resource groups
- Manage services
  • 1. Define service activities
  • 2. Schedule service activities
Topic 6: Implement multi-session experiences for Customer Service20%- Configure and manage Omnichannel
  • 1. Configure agent scripts
  • 2. Manage context variables
  • 3. Configure work streams and queues
  • 4. Configure routing and assignment
- Manage channels
  • 1. Configure Voice
  • 2. Configure Chat
  • 3. Configure Microsoft Teams integration
  • 4. Configure SMS
- Configure the Customer Service workspace
  • 1. Configure apps and templates
  • 2. Configure notifications
  • 3. Configure productivity tools
  • 4. Configure session management
Topic 7: Manage entitlements and SLAs15%- Create and manage entitlements
  • 1. Define and manage entitlement templates
  • 2. Create and activate entitlements
  • 3. Apply entitlements to cases
- Create and manage SLAs
  • 1. Enable SLAs for entities
  • 2. Define and configure SLA KPIs
  • 3. Create SLA items and actions
  • 4. Use hierarchical SLA configurations
Topic 8: 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. Configure proactive service
  • 2. Configure asset management
  • 3. Manage customer assets

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q222-Q227):

NEW QUESTION # 222
You need to select the feature for each parameter.
Which feature should you use for each parameter? 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/create-operating-hours


NEW QUESTION # 223
You are implementing Omnichannel for Customer Service for a hospital.
Each customer service agent has a chat capacity of 200.
The implementation requirements are as follows:
Each agent can take no more than two chats at a time.
A new conversation must auto assign to an available agent.
You need to select the conversation options to meet the requirements.
Which options should you configure?

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/unified-routing-work-distribution


NEW QUESTION # 224
You need to create the dashboards.
Which dashboard types should you use? To answer, drag the appropriate dashboard types to the correct scenario. Each dashboard 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:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-dashboard


NEW QUESTION # 225
You are customizing a Dynamics 365 Customer Service implementation for a call center.
The call center wants to enable SMS as a channel for the customer service department.
You need to complete the SMS channel configuration.
Which account information should you use for each provider? To answer, drag the appropriate types of account information to the correct SMS channel provider. Each type of account information 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:

Explanation:
Graphical user interface, application Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel-twilio
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel


NEW QUESTION # 226
You are an Omnichannel supervisor for a company.
The manager wants to improve response times and customer satisfaction.
You need to configure Omnichannel queues using standard functionality.
Which capabilities should you enable? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:


NEW QUESTION # 227
......

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