Microsoft MB-230 Accurate Test: Microsoft Dynamics 365 Customer Service Functional Consultant - ActualCollection Official Pass Certify

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Microsoft MB-230 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Implement multi-session experiences for Customer Service20%- Configure and manage Omnichannel
  • 1. Configure routing and assignment
  • 2. Manage context variables
  • 3. Configure work streams and queues
  • 4. Configure agent scripts
- Manage channels
  • 1. Configure Voice
  • 2. Configure SMS
  • 3. Configure Chat
  • 4. Configure Microsoft Teams integration
- Configure the Customer Service workspace
  • 1. Configure productivity tools
  • 2. Configure notifications
  • 3. Configure session management
  • 4. Configure apps and templates
Topic 2: Manage cases and Knowledge Management20%- Create and manage cases
  • 1. Create case and child case
  • 2. Identify and create cases from activities
  • 3. Customize case views
  • 4. Analyze cases with interactive dashboards
  • 5. Use case routing rules
- Manage Knowledge Management
  • 1. Configure entities for Knowledge Management
  • 2. Create and manage knowledge articles
  • 3. Manage the Knowledge Management lifecycle
  • 4. Use knowledge article templates
Topic 3: Manage entitlements and SLAs15%- Create and manage entitlements
  • 1. Create and activate entitlements
  • 2. Apply entitlements to cases
  • 3. Define and manage entitlement templates
- 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
Topic 4: Implement Microsoft Power Platform10%- Configure Power Automate
  • 1. Create and manage flows
  • 2. Use Common Data Service connector
  • 3. Configure triggers and actions
- Configure Power Virtual Agents
  • 1. Configure topics and entities
  • 2. Integrate chatbots with Customer Service
  • 3. Create chatbots
Topic 5: Implement routing10%- Configure unified routing
  • 1. Configure assignment methods
  • 2. Configure work classification
  • 3. Configure work distribution
- Manage queues and routing
  • 1. Configure routing rules
  • 2. Create and manage queues
  • 3. Configure advanced routing rules
Topic 6: 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 Customer Service historical analytics
  • 2. Configure Power BI integration
  • 3. Configure dashboards and charts
Topic 7: 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 8: Implement Connected Customer Service10%- Configure IoT integration
  • 1. Configure IoT alerts
  • 2. Manage IoT devices
  • 3. Create cases from IoT alerts
- Manage Connected Customer Service scenarios
  • 1. Manage customer assets
  • 2. Configure proactive service
  • 3. Configure asset management

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q327-Q332):

NEW QUESTION # 327
You need to configure each escalation scenario.
Which configuration should you use for each scenario? 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-bot-virtual-agent


NEW QUESTION # 328
You enable feedback for a Voice of the Customer survey.
What is the total number of questions allowed for the survey?

Answer: C


NEW QUESTION # 329
You are a customer service schedule administrator for a company. The company hires an electrical engineer who will work remotely.
You need to set the resource to enable the engineer to work remotely.
Which three actions should you perform next 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 # 330
Drag and Drop Question
A service manager discovers a high number of cases in the agent queues. Cases are created manually but can be reassigned using a workflow or custom API.
The manager needs to know whether cases are getting duplicated because of simultaneous case creation or simultaneous case assignment.
You need to identify the number of cases that are created in each scenario.
How many cases are created? To answer, drag the appropriate cases created options to the correct simultaneous actions. Each cases created option 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:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage- activities-cases


NEW QUESTION # 331
Customer service representatives are not able to manually add service-level agreements (SLAs) to a record.
You need to enable on-demand SLAs.
What should you do?

Answer: C

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


NEW QUESTION # 332
......

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