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Microsoft MB-230 Exam Syllabus Topics:

SectionWeightObjectives
Implement routing10%- Configure unified routing
  • 1. Configure assignment methods
  • 2. Configure work classification
  • 3. Configure work distribution
- Manage queues and routing
  • 1. Configure advanced routing rules
  • 2. Create and manage queues
  • 3. Configure routing rules
Implement multi-session experiences for Customer Service20%- Configure the Customer Service workspace
  • 1. Configure session management
  • 2. Configure apps and templates
  • 3. Configure productivity tools
  • 4. Configure notifications
- Manage channels
  • 1. Configure Microsoft Teams integration
  • 2. Configure Chat
  • 3. Configure Voice
  • 4. Configure SMS
- Configure and manage Omnichannel
  • 1. Configure routing and assignment
  • 2. Configure agent scripts
  • 3. Manage context variables
  • 4. Configure work streams and queues
Implement Connected Customer Service10%- Manage Connected Customer Service scenarios
  • 1. Manage customer assets
  • 2. Configure proactive service
  • 3. Configure asset management
- Configure IoT integration
  • 1. Manage IoT devices
  • 2. Configure IoT alerts
  • 3. Create cases from IoT alerts
Manage entitlements and SLAs15%- Create and manage SLAs
  • 1. Use hierarchical SLA configurations
  • 2. Create SLA items and actions
  • 3. Enable SLAs for entities
  • 4. Define and configure SLA KPIs
- Create and manage entitlements
  • 1. Apply entitlements to cases
  • 2. Create and activate entitlements
  • 3. Define and manage entitlement templates
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
Manage analytics, visualizations, and insights10%- Configure Customer Service Insights
  • 1. Configure dashboards and charts
  • 2. Configure Customer Service historical analytics
  • 3. Configure Power BI integration
- Manage insights
  • 1. Monitor and improve service with analytics
  • 2. Analyze conversation insights
  • 3. Analyze Omnichannel insights
Implement Microsoft Power Platform10%- Configure Power Virtual Agents
  • 1. Configure topics and entities
  • 2. Create chatbots
  • 3. Integrate chatbots with Customer Service
- Configure Power Automate
  • 1. Use Common Data Service connector
  • 2. Create and manage flows
  • 3. Configure triggers and actions
Manage cases and Knowledge Management20%- Manage Knowledge Management
  • 1. Use knowledge article templates
  • 2. Create and manage knowledge articles
  • 3. Configure entities for Knowledge Management
  • 4. Manage the Knowledge Management lifecycle
- Create and manage cases
  • 1. Create case and child case
  • 2. Customize case views
  • 3. Analyze cases with interactive dashboards
  • 4. Identify and create cases from activities
  • 5. Use case routing rules

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q177-Q182):

NEW QUESTION # 177
A company uses Dynamics 365 Customer Service.
You need to implement queues to meet company requirements.
Which types of queues should you use? To answer, drag the appropriate queue types to the correct requirements. Each queue 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:
Text Description automatically generated

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


NEW QUESTION # 178
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd.
You need to automatically create cases from emails sent to the support@contoso.com email address.
Solution: Create an automatic record creation and update rule. Set the Source type to Email, and then select the queue. Configure autoresponse settings.
Does the solution meet the goal?

Answer: A

Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/automatically-createcase-from-email


NEW QUESTION # 179
You need to select which setting needs to be configured for each setup.
Which settings should you select? 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, email Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams
https://docs.microsoft.com/en-us/dynamics365/customer-service/enable-skill-routing-create-rating-model


NEW QUESTION # 180
You are a Dynamics 365 for Customer Service administrator.
You need to implement queues to manage cases.
Which queue types should you use? To answer, drag the appropriate queue types to the correct scenarios. Each queue 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

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queuesmanage-ac


NEW QUESTION # 181
You need to set up the system for cases going to supervisors.
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
Step 1: In Service Management, create a Routing Rule set.
Scenario: If a case is open more than 30 days, the case must automatically be routed to the supervisor.
Create routing rulesets to route cases.
Use routing rules in Customer Service to route cases to the right agents at the right time without any manual intervention. You can also use routing rules to route cases that are escalated to specific queues.
Step 2: Enter Name, Select Save, and select the plus sign to add a rule item On the General tab, in Routing Rule Set Information, Enter Name and Description for the routing ruleset.
Select Save. The routing ruleset is saved, and the Rule Items section is displayed.
In the Rule Items section, select the Add Rule Item button + to specify conditions for routing cases to a queue.
Step 3: Add conditions
Under Then Conditions, specify the queue to which the cases will be routed or the user or team to which the cases will be assigned if the conditions in the If Conditions section are met.
Step 4: Save and activate.
Select Save and Close.
In the routing ruleset record, select Activate so that the ruleset is applied to the cases matching the conditions in the rule.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-cases


NEW QUESTION # 182
......

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