MB-230的中率 & MB-230専門トレーリング

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Microsoft MB-230 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Implement Connected Customer Service10%- Configure IoT integration
  • 1. Manage IoT devices
  • 2. Configure IoT alerts
  • 3. Create cases from IoT alerts
- Manage Connected Customer Service scenarios
  • 1. Configure asset management
  • 2. Configure proactive service
  • 3. Manage customer assets
Topic 2: Manage analytics, visualizations, and insights10%- Manage insights
  • 1. Analyze conversation insights
  • 2. Analyze Omnichannel insights
  • 3. Monitor and improve service with analytics
- Configure Customer Service Insights
  • 1. Configure dashboards and charts
  • 2. Configure Power BI integration
  • 3. Configure Customer Service historical analytics
Topic 3: 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. Identify and create cases from activities
  • 2. Create case and child case
  • 3. Analyze cases with interactive dashboards
  • 4. Use case routing rules
  • 5. Customize case views
Topic 4: Implement routing10%- Configure unified routing
  • 1. Configure assignment methods
  • 2. Configure work classification
  • 3. Configure work distribution
- Manage queues and routing
  • 1. Create and manage queues
  • 2. Configure routing rules
  • 3. Configure advanced routing rules
Topic 5: Implement scheduling5%- Manage resources
  • 1. Define resources and resource groups
  • 2. Configure resource calendars and working hours
- Manage services
  • 1. Define service activities
  • 2. Schedule service activities
Topic 6: 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 Microsoft Teams integration
  • 2. Configure Voice
  • 3. Configure SMS
  • 4. Configure Chat
- Configure the Customer Service workspace
  • 1. Configure notifications
  • 2. Configure productivity tools
  • 3. Configure session management
  • 4. Configure apps and templates
Topic 7: 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. Configure topics and entities
  • 2. Integrate chatbots with Customer Service
  • 3. Create chatbots
Topic 8: Manage entitlements and SLAs15%- Create and manage SLAs
  • 1. Enable SLAs for entities
  • 2. Use hierarchical SLA configurations
  • 3. Create SLA items and actions
  • 4. Define and configure SLA KPIs
- Create and manage entitlements
  • 1. Create and activate entitlements
  • 2. Define and manage entitlement templates
  • 3. Apply entitlements to cases

>> MB-230的中率 <<

試験の準備方法-実際的なMB-230的中率試験-認定するMB-230専門トレーリング

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Microsoft Dynamics 365 Customer Service Functional Consultant 認定 MB-230 試験問題 (Q364-Q369):

質問 # 364
You are a Dynamics 365 for Customer Service administrator. The organization has multiple business process flows for warranty management.
You need to manage business process flows.
What should you configure? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.

正解：

解説：

Explanation


質問 # 365
You are an agent for a company that uses Dynamics 365 Customer Service. You start a conversation with a client.
You must keep track of knowledgebase (KB) articles and client conversations. When you start a conversation with a client, you must automate The following tasks:
* Open the client's record.
* Search the KB
* Send the KB article in the chat
You need to configure macros to automate the tasks.
Which three features should you configure? Each correct answer presents part of the solution NOTE: Each correct selection is worth one point.

正解：A、C、D


質問 # 366
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets 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 creating agent scripts that have macros for quick steps for agents in a support center.
Agents need to be able to open a case from one of the steps in the agent scripts.
You need to select a type of connector to use to create the macro.
Solution: Configure the macro by using a productivity automation connector.
Does the solution meet the goal?

正解：B


質問 # 367
You need to build a personal dashboard that displays the following charts and views:
Charts:
Number of cases by owner and priority
Products with most cases opened
Views:
Display the number of cases opened in a seven-day period
Display the number of escalated cases
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.

正解：

解説：

1 - Create the charts and views necessary to see the data requested.
2 - Open Dashboards and select New.
3 - Create a two-column regular dashboard.
4 - Select the graph icon to insert the charts and views needed in the sections of the dashboard.
Reference:
https://docs.microsoft.com/en-us/powerapps/user/track-your-progress-with-dashboard-and-charts


質問 # 368
You use Dynamics 365 for Customer Service administrator. You plan to create Voice of the Customer surveys.
You need to determine which survey question feature is needed to complete the design of the survey.
Which survey features should you use? To answer, select the appropriate survey type in the dialog box in the answer area.
NOTE: Each correct selection is worth one point.

正解：

解説：

Explanation

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey


質問 # 369
......

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