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Microsoft MB-230 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Implement Microsoft Power Platform10%- Configure Power Automate
  • 1. Use Common Data Service connector
  • 2. Configure triggers and actions
  • 3. Create and manage flows
- Configure Power Virtual Agents
  • 1. Create chatbots
  • 2. Configure topics and entities
  • 3. Integrate chatbots with Customer Service
Topic 2: Manage entitlements and SLAs15%- Create and manage SLAs
  • 1. Create SLA items and actions
  • 2. Define and configure SLA KPIs
  • 3. Use hierarchical SLA configurations
  • 4. Enable SLAs for entities
- Create and manage entitlements
  • 1. Apply entitlements to cases
  • 2. Define and manage entitlement templates
  • 3. Create and activate entitlements
Topic 3: Implement scheduling5%- Manage resources
  • 1. Define resources and resource groups
  • 2. Configure resource calendars and working hours
- Manage services
  • 1. Schedule service activities
  • 2. Define service activities
Topic 4: Implement routing10%- Manage queues and routing
  • 1. Create and manage queues
  • 2. Configure routing rules
  • 3. Configure advanced routing rules
- Configure unified routing
  • 1. Configure assignment methods
  • 2. Configure work distribution
  • 3. Configure work classification
Topic 5: Implement Connected Customer Service10%- Manage Connected Customer Service scenarios
  • 1. Configure asset management
  • 2. Configure proactive service
  • 3. Manage customer assets
- Configure IoT integration
  • 1. Manage IoT devices
  • 2. Configure IoT alerts
  • 3. Create cases from IoT alerts
Topic 6: Manage cases and Knowledge Management20%- Manage Knowledge Management
  • 1. Create and manage knowledge articles
  • 2. Use knowledge article templates
  • 3. Manage the Knowledge Management lifecycle
  • 4. Configure entities for Knowledge Management
- Create and manage cases
  • 1. Customize case views
  • 2. Analyze cases with interactive dashboards
  • 3. Identify and create cases from activities
  • 4. Use case routing rules
  • 5. Create case and child case
Topic 7: Implement multi-session experiences for Customer Service20%- Configure and manage Omnichannel
  • 1. Configure routing and assignment
  • 2. Manage context variables
  • 3. Configure agent scripts
  • 4. Configure work streams and queues
- Manage channels
  • 1. Configure Chat
  • 2. Configure Microsoft Teams integration
  • 3. Configure Voice
  • 4. Configure SMS
- Configure the Customer Service workspace
  • 1. Configure session management
  • 2. Configure productivity tools
  • 3. Configure apps and templates
  • 4. Configure notifications
Topic 8: 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. Analyze Omnichannel insights
  • 2. Analyze conversation insights
  • 3. Monitor and improve service with analytics

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q286-Q291):

NEW QUESTION # 286
Drag and Drop Question
You are configuring Dynamics 365 Customer Service.
Child cases must inherit the customer name and contact from the parent case when opened.
You need to configure the case inheritance.
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:


NEW QUESTION # 287
You need to identify the productivity tools to use for the agents.
Which tools should you use? To answer move the appropriate tools to the correct requirements. You may use each tool once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:


NEW QUESTION # 288
A company installs and services air filtering units for industrial manufacturing plants. The company is implementing Dynamics 365 Customer Service.
Each regional location has only two advanced diagnostic units. The company charges customers a higher rate when the company uses a unit.
You need to configure the system to optimize work scheduling.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:


NEW QUESTION # 289
A company uses Dynamics 365 for Customer Service.
You need to document the case resolution process.
How are each of the cases resolved? To answer, select the appropriate options 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/customer-service/customer-service-hubuse


NEW QUESTION # 290
You need to decide which action is applicable in the SLA.
What should you do? 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/define-service-level-agreements


NEW QUESTION # 291
......

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