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Microsoft MB-230 Exam Syllabus Topics:

SectionObjectives
Topic 1: Implement omnichannel for customer service- Omnichannel setup
  • 1. Chat, voice, and messaging configuration
    • 2. Routing and work distribution
      Topic 2: 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. Queue configuration and routing
            • 2. Case lifecycle management
              Topic 3: Manage service level agreements (SLAs) and entitlements- Entitlements
              • 1. Create and manage entitlements
                - SLAs configuration
                • 1. Track SLA compliance
                  • 2. Define SLA KPIs
                    Topic 4: Analyze and improve customer service insights- Reporting and dashboards
                    • 1. Use analytics in Customer Service
                      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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                              Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q135-Q140):

                              NEW QUESTION # 135
                              You use Dynamics 365 for Customer Service administrator. You plan to create Voice of the Customer surveys.
                              You need to determine which survey question feature is needed to complete the design of the survey.
                              Which survey features should you use? To answer, select the appropriate survey type in the dialog box in the answer area.
                              NOTE: Each correct selection is worth one point.

                              Answer:

                              Explanation:

                              Explanation

                              References:
                              https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey


                              NEW QUESTION # 136
                              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:

                              Explanation:
                              Graphical user interface, table Description automatically generated

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


                              NEW QUESTION # 137
                              You are customizing an Omnichannel for Customer Service implementation.
                              You need to configure the escalation process to a human agent.
                              Which three actions should you perform? Each correct answer presents part of the solution.
                              NOTE: Each correct selection is worth one point.

                              Answer: A,C,E

                              Explanation:
                              Reference:
                              https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent


                              NEW QUESTION # 138
                              You are setting up channels for Omnichannel for Customer Service.
                              You want to set up a channel for a WhatsApp app.
                              You need to configure the channel.
                              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


                              NEW QUESTION # 139
                              You are a Dynamics 365 for Customer Service administrator. The organization has multiple business process flows for warranty management.
                              You need to manage business process flows.
                              What should you configure? To answer, select the appropriate configuration in the answer area.
                              NOTE:Each correct selection is worth one point.

                              Answer:

                              Explanation:


                              NEW QUESTION # 140
                              ......

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