MB-230 Exam Dump, New MB-230 Dumps Sheet

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Microsoft MB-230 Exam Syllabus Topics:

Section	Weight	Objectives
Implement Microsoft Power Platform	10%	- Configure Power Automate 1. Create and manage flows 2. Configure triggers and actions 3. Use Common Data Service connector - Configure Power Virtual Agents 1. Configure topics and entities 2. Create chatbots 3. Integrate chatbots with Customer Service
Implement routing	10%	- 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
Manage analytics, visualizations, and insights	10%	- 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
Implement scheduling	5%	- 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
Implement multi-session experiences for Customer Service	20%	- Manage channels 1. Configure Microsoft Teams integration 2. Configure Chat 3. Configure Voice 4. Configure SMS - Configure and manage Omnichannel 1. Manage context variables 2. Configure routing and assignment 3. Configure agent scripts 4. Configure work streams and queues - Configure the Customer Service workspace 1. Configure notifications 2. Configure session management 3. Configure apps and templates 4. Configure productivity tools
Manage entitlements and SLAs	15%	- Create and manage entitlements 1. Define and manage entitlement templates 2. Apply entitlements to cases 3. Create and activate entitlements - Create and manage SLAs 1. Use hierarchical SLA configurations 2. Enable SLAs for entities 3. Define and configure SLA KPIs 4. Create SLA items and actions
Implement Connected Customer Service	10%	- Configure IoT integration 1. Configure IoT alerts 2. Manage IoT devices 3. Create cases from IoT alerts - Manage Connected Customer Service scenarios 1. Configure proactive service 2. Manage customer assets 3. Configure asset management
Manage cases and Knowledge Management	20%	- Create and manage cases 1. Use case routing rules 2. Identify and create cases from activities 3. Customize case views 4. Analyze cases with interactive dashboards 5. Create case and child case - Manage Knowledge Management 1. Use knowledge article templates 2. Create and manage knowledge articles 3. Manage the Knowledge Management lifecycle 4. Configure entities for Knowledge Management

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q180-Q185):

NEW QUESTION # 180
You are a Dynamics 365 administrator.
You want to set up a child/parent relationship for cases so that the child case inherits different fields from the parent case.
You need to set up the appropriate child/parent relationship.
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
Graphical user interface, text, application Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases

NEW QUESTION # 181
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
Graphical user interface, application Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases

NEW QUESTION # 182
You must set up the following:
* A work stream must be configured to use Twitter.
* The cases must automatically go to the next available sales representative.
* Any existing case that comes in must be assigned automatically to the sales representative who worked on the case originally.
You need to choose the correct setting.
Which setting should you use? 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/channels
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entity-workstream
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams

NEW QUESTION # 183
Which three statements regarding Voice of The Customer are true. Each correct answer presents a complete solution.

A. Each survey contains three forms.
B. Surveys can be included in solutions.
C. Collateral, such as themes and images, can be stored as web resources and included in solutions.
D. The survey definition is stored in Microsoft Azure. The survey response is temporarily stored in Azure Service Bus then later retrieved and stored in Microsoft Dynamics 365. Survey responses are deleted from Azure Service Bus after they are stored in Microsoft Dynamics 365.
E. Each new environment requires the creation of configuration records.

Answer: A,C,E

NEW QUESTION # 184
Drag and Drop Question
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:

NEW QUESTION # 185
......

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