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Microsoft MB-230 Exam Syllabus Topics:

Section	Weight	Objectives
Manage analytics, visualizations, and insights	10%	- Manage insights 1. Monitor and improve service with analytics 2. Analyze Omnichannel insights 3. Analyze conversation insights - Configure Customer Service Insights 1. Configure Power BI integration 2. Configure dashboards and charts 3. Configure Customer Service historical analytics
Implement scheduling	5%	- 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
Manage cases and Knowledge Management	20%	- Create and manage cases 1. Use case routing rules 2. Customize case views 3. Create case and child case 4. Identify and create cases from activities 5. Analyze cases with interactive dashboards - 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
Implement multi-session experiences for Customer Service	20%	- Configure the Customer Service workspace 1. Configure productivity tools 2. Configure notifications 3. Configure apps and templates 4. Configure session management - Manage channels 1. Configure Voice 2. Configure SMS 3. Configure Microsoft Teams integration 4. Configure Chat - Configure and manage Omnichannel 1. Manage context variables 2. Configure routing and assignment 3. Configure work streams and queues 4. Configure agent scripts
Implement Microsoft Power Platform	10%	- 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
Implement Connected Customer Service	10%	- Configure IoT integration 1. Create cases from IoT alerts 2. Configure IoT alerts 3. Manage IoT devices - Manage Connected Customer Service scenarios 1. Configure proactive service 2. Configure asset management 3. Manage customer assets
Implement routing	10%	- Configure unified routing 1. Configure assignment methods 2. Configure work distribution 3. Configure work classification - Manage queues and routing 1. Create and manage queues 2. Configure routing rules 3. Configure advanced routing rules
Manage entitlements and SLAs	15%	- Create and manage entitlements 1. Apply entitlements to cases 2. Create and activate entitlements 3. Define and manage entitlement templates - Create and manage SLAs 1. Create SLA items and actions 2. Enable SLAs for entities 3. Use hierarchical SLA configurations 4. Define and configure SLA KPIs

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q221-Q226):

NEW QUESTION # 221
A company uses Omnichannel for Customer Service.
The company experiences increased incoming live chats from the company website regarding several product recalls. To handle these calls, the company designates agents who have specialized training to manage the conversations.
The conversations must meet the following requirements:
* Calls must be routed to the designated agents.
* Agents must follow legally approved standardized answers to customer questions.
* Agents must be able to reference several knowledge base articles associated with the recalls quickly.
* Greeting and sign off messages must be standardized.
You need to configure the system.
Which components 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 # 222
You make a phone call regarding an existing case record.
You need to create a phone call activity that appears on the case record timeline.
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:

1 - Select an existing case record
2 - Select Add phone call activity
3 - Change the phone call Regarding value to the case contact

NEW QUESTION # 223
You need to set up users with permissions to use the digital messaging channels.
Which role should you assign to each user? To answer, drag the appropriate roles to the correct groups of users. Each role 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.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-agent-overview
https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave1/dynamics365-customer-service/omnichannel-supervisor-experience-enhancements
https://docs.microsoft.com/en-us/dynamics365-release-plan/2021wave1/service/dynamics365-customer-service/agent-productivity

NEW QUESTION # 224
Your company uses Dynamics 365 Customer Service. You create the following support offerings. Customers must choose one of the three offerings.
* Email only
* Phone only
* Half phone and half email
You allocate 50 cases to each support offering.
You need to create the entitlement with terms that adhere to the support offerings.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. Create a new entitlement for each new support offering for the customer, with terms equal to 25 phone calls and 25 emails.
B. Create different entitlement templates for each set of terms. Apply the appropriate template to the customer.
C. Create a new entitlement for each new support offering for the customer, with terms equal to 50 phone calls and 50 emails.
D. Create one entitlement template that includes the three different terms. Apply the template to the customer, and then remove the terms that do not apply.
E. Create three entitlement templates with terms for 50 calls and 50 emails. Apply the template to the customers as they sign the support offering.

Answer: C,E

Explanation:
Note: Quickly create other entitlements prefilled with the basic information like the start and end date, service level agreement (SLA), allocation type, and total term by using an entitlement template in Dynamics 365 Customer Service. For example, create a template for a standard entitlement, and then apply this template for every standard customer in your organization.
Template information include:
Total Term: Specify the total amount of support the customer is entitled to with respect to the allocation type.
For example, if the allocation type is number of cases and you specify 100 in Total term, then the customer is entitled to support up to 100 cases.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-custom
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entitlements-templates

NEW QUESTION # 225
You manage a Microsoft Dynamics 365 deployment for Contoso, Ltd.
You need to provide users the URL to their Microsoft Dynamics 365 Online interactive service hub.
What is the URL format for the Microsoft Dynamics 365 Online interactive service hub?

A. https://contoso.crm.dynamics.com/XRMServices/2011/Discovery.svc
B. hnps://www.microsoht.com/en-US/crynamics/crm-custo-customer-center/interactive- service-hub- user-s-guide.aspx#bkmk_Access
C. https://contoso.crm.dynamics,com/engagementhub.aspx
D. https://contoso.crm.dynamics.com/main.aspx

Answer: C

NEW QUESTION # 226
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