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Microsoft MB-230 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Manage cases and knowledge management	51-55%	- Create and manage cases 1. Manage case hierarchies and relationships 2. Configure case types and statuses 3. Implement case routing and queues - Configure Dynamics 365 Copilot for Service - Implement knowledge management 1. Configure knowledge search and recommendations 2. Integrate knowledge with cases and portals 3. Create and manage knowledge articles
Topic 2: Implement Connected Customer Service	2-6%	- Set up IoT and field service integration
Topic 3: Implement Microsoft Power Platform integration	2-6%	- Integrate Power Apps and Power Automate 1. Create custom forms and workflows 2. Connect Customer Service with other apps
Topic 4: Implement scheduling	10-14%	- Configure service scheduling 1. Define service activities and requirements 2. Set up resources and resource groups 3. Implement scheduling rules and availability
Topic 5: Implement Customer Service multi-session experience	5-9%	- Configure Customer Service workspace 1. Integrate channels and productivity tools 2. Set up app profiles and session templates
Topic 6: Manage entitlements and service level agreements (SLAs)	15-19%	- Implement SLAs 1. Configure SLA actions and warnings 2. Manage SLA calculations and pauses 3. Define SLA KPIs and timelines - Configure entitlements 1. Define entitlement terms and restrictions 2. Associate entitlements with customers and cases
Topic 7: Manage analytics, visualizations, and insights	5-9%	- Create and manage dashboards and reports 1. Use out-of-box Customer Service reports 2. Build custom dashboards and visualizations - Implement Customer Voice surveys and feedback
Topic 8: Implement routing and work distribution	2-6%	- Configure unified routing 1. Define routing rules and decision trees 2. Set up workstreams and queues

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q364-Q369):

NEW QUESTION # 364
A company uses Customer Service.
The company plans to enable a customer service agent in Omnichannel.
You need to identify the security roles that are required for the bot user.
What should you identify? To answer, move the appropriate security roles to the correct requirements. You may use each security role 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 # 365
A customer service organization plans to implement knowledge management for a custom entity named Root Cause Analysis.
Users must be able to search, link, and rate knowledge articles. Users must be provided with suggested knowledge articles.
You need to configure Dynamics 365 for Customer Service.
Which three actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. In Solution Explorer, select the Root Cause Analysis entity and then select Knowledge management.
B. In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a knowledge base search control.
C. Navigate to the Knowledge Base Management Settings wizard. Then, navigate to Record types and select Root Cause Analysis.
D. In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a subgrid for knowledge articles.
E. Add a lookup to the article entity.

Answer: A,B,C

Explanation:
Section: Topic 2, Manage cases and the knowledge base

NEW QUESTION # 366
You are using Dynamics 365 Customer Service.
You need to ensure that customers request support by using email, phone or web, based on their signed contracts with your company.
What should you do?

A. Configure routing rules.
B. Create queues for each channel.
C. Configure entitlement channels.
D. Create an entity for each channel and configure the relationship with the entitlement.

Answer: C

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer

NEW QUESTION # 367
You need to configure OmniChannel to route correctly.
Which options 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/routing-work-distribution-oca

NEW QUESTION # 368
A company is using Omnichannel for Customer Service.
You add a live chat button to your company ' s website for existing customers. Requests for chats are handled by the next available representative. The chat must route the customer to the same representative if the customer is inadvertently disconnected.
You need to configure the chat.
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.
NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.

Answer:

Explanation:

Explanation:

NEW QUESTION # 369
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