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Microsoft MB-230 Exam Syllabus Topics:

Section	Weight	Objectives
Implement routing and work distribution	2-6%	- Configure unified routing 1. Define routing rules and decision trees 2. Set up workstreams and queues
Implement scheduling	10-14%	- Configure service scheduling 1. Set up resources and resource groups 2. Define service activities and requirements 3. Implement scheduling rules and availability
Manage cases and knowledge management	51-55%	- Create and manage cases 1. Manage case hierarchies and relationships 2. Implement case routing and queues 3. Configure case types and statuses - Implement knowledge management 1. Integrate knowledge with cases and portals 2. Configure knowledge search and recommendations 3. Create and manage knowledge articles - Configure Dynamics 365 Copilot for Service
Implement Customer Service multi-session experience	5-9%	- Configure Customer Service workspace 1. Set up app profiles and session templates 2. Integrate channels and productivity tools
Manage entitlements and service level agreements (SLAs)	15-19%	- Configure entitlements 1. Define entitlement terms and restrictions 2. Associate entitlements with customers and cases - Implement SLAs 1. Define SLA KPIs and timelines 2. Configure SLA actions and warnings 3. Manage SLA calculations and pauses
Implement Microsoft Power Platform integration	2-6%	- Integrate Power Apps and Power Automate 1. Connect Customer Service with other apps 2. Create custom forms and workflows
Manage analytics, visualizations, and insights	5-9%	- Create and manage dashboards and reports 1. Build custom dashboards and visualizations 2. Use out-of-box Customer Service reports - Implement Customer Voice surveys and feedback
Implement Connected Customer Service	2-6%	- Set up IoT and field service integration

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q86-Q91):

NEW QUESTION # 86
An organization uses Dynamics 365 Customer Service. The customer service queue is not implemented.
Customer service representatives (CSRs) are unable to keep up with an influx of email inquiries. Other employees must read and respond to messages that are routed to a customer service queue.
You need to create a queue for customer service emails.
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:

Explanation
Timeline Description automatically generated with medium confidence

Create a queue in Customer Service app
To create or edit a queue
Go to Settings > Service Management.
Select Queues. (Step 1)
To create a new queue, select New. (Step 2)
Fill in the details.
Select Save.
Step 3: Change the queue type to Public
Other employees must read and respond to messages that are routed to a customer service queue.
In Customer Service, you can create two types of queues:
Public queues: Create to let everyone in the organization view the queue and all of its items.
Private queues: Create with limited set of members to help those members easily view the queue items in that queue. Private queues streamline queue items for the members of that queue only and help to remove clutter from other user's views.

NEW QUESTION # 87
A credit card company uses Dynamics 365 Customer Service. Agents receive conversations through Omnichannel for Customer Service.
A browser-based internal application Drawees, a history of a customer's payments and credit scores, Vou create an application tab template for the internal application.
if a customer requests a credit limit increase, the agent must use the internal application within Omnichannel for Customer Service to determine eligibility.
Because the internal application requires; maximum) screen space, communications with customers must remain hidden. The internal application must be displayed on the anchor tab.
Once an eligibility check is performed the agent must be able To- chat with the customer again.
You need to create a session template for the company.
How should you configure each area at the template? To answer., select the appropriate options in the answer are a. NOTE: Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION # 88
You need to set up the analytics functionality.
What should you do?

A. Connect the data through Dynamics 365 Customer Service Insights to Dynamics 365 Customer Service.
B. Connect the data through Dynamics 365 Customer Service to Dynamics 365 Customer Service Insights.
C. Install the solution and menu items that will appear in Dynamics 365 Customer Service.
D. Create a new dashboard in Dynamics 365 Customer Service and select the correct information.
E. Select the System Management menus and configure them in the settings.

Answer: D

NEW QUESTION # 89
You are a Dynamics 365 administrator.
You need to determine which type of dashboard needs to be created for different scenarios.
Which dashboard type should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

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

NEW QUESTION # 90
You plan to create an entitlement template.
You need to identify which types of records can be associated to the template.
What are the possible record types that you can associate to the template? Each correct answer presents a complete solution.

A. service level agreement (SLA)
B. products
C. account
D. contacts

Answer: A,B,C,D

NEW QUESTION # 91
......

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