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Microsoft MB-230 Exam Syllabus Topics:

SectionWeightObjectives
Implement Microsoft Power Platform10%- Configure Power Automate
  • 1. Use Common Data Service connector
  • 2. Create and manage flows
  • 3. Configure triggers and actions
- Configure Power Virtual Agents
  • 1. Configure topics and entities
  • 2. Integrate chatbots with Customer Service
  • 3. Create chatbots
Manage cases and Knowledge Management20%- Create and manage cases
  • 1. Identify and create cases from activities
  • 2. Create case and child case
  • 3. Customize case views
  • 4. Use case routing rules
  • 5. Analyze cases with interactive dashboards
- Manage Knowledge Management
  • 1. Create and manage knowledge articles
  • 2. Configure entities for Knowledge Management
  • 3. Use knowledge article templates
  • 4. Manage the Knowledge Management lifecycle
Manage analytics, visualizations, and insights10%- Configure Customer Service Insights
  • 1. Configure Power BI integration
  • 2. Configure Customer Service historical analytics
  • 3. Configure dashboards and charts
- Manage insights
  • 1. Monitor and improve service with analytics
  • 2. Analyze Omnichannel insights
  • 3. Analyze conversation insights
Implement routing10%- Configure unified routing
  • 1. Configure work distribution
  • 2. Configure work classification
  • 3. Configure assignment methods
- Manage queues and routing
  • 1. Configure routing rules
  • 2. Create and manage queues
  • 3. Configure advanced routing rules
Manage entitlements and SLAs15%- Create and manage entitlements
  • 1. Apply entitlements to cases
  • 2. Define and manage entitlement templates
  • 3. Create and activate entitlements
- Create and manage SLAs
  • 1. Define and configure SLA KPIs
  • 2. Use hierarchical SLA configurations
  • 3. Create SLA items and actions
  • 4. Enable SLAs for entities
Implement Connected Customer Service10%- Configure IoT integration
  • 1. Configure IoT alerts
  • 2. Manage IoT devices
  • 3. Create cases from IoT alerts
- Manage Connected Customer Service scenarios
  • 1. Configure asset management
  • 2. Manage customer assets
  • 3. Configure proactive service
Implement multi-session experiences for Customer Service20%- Manage channels
  • 1. Configure Voice
  • 2. Configure Microsoft Teams integration
  • 3. Configure Chat
  • 4. Configure SMS
- Configure and manage Omnichannel
  • 1. Configure work streams and queues
  • 2. Configure routing and assignment
  • 3. Manage context variables
  • 4. Configure agent scripts
- Configure the Customer Service workspace
  • 1. Configure apps and templates
  • 2. Configure session management
  • 3. Configure notifications
  • 4. Configure productivity tools
Implement scheduling5%- Manage services
  • 1. Schedule service activities
  • 2. Define service activities
- Manage resources
  • 1. Configure resource calendars and working hours
  • 2. Define resources and resource groups

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q351-Q356):

NEW QUESTION # 351
You ate creating a bot by using Power Virtual Agents to work within Dynamics 365 Customer Service. The bot must support voice and chat capabilities. The bot must also meet the following requirements:
* When a user starts the conversation, the bot should ask if they need help with installation or support.
* The user must be able to talk to a live person when requested.
You need to configure the bot.
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:


NEW QUESTION # 352
A company implements Dynamics 365 for Customer Service.
Which status reason is used for each case status? To answer, select the appropriate option in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation


NEW QUESTION # 353
You work for a healthcare company that does not use Azure Active Directory You need to escalate conversations to a live agent without using custom code when a customer discusses personal health information.
Which technologies should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:


NEW QUESTION # 354
You are a Dynamics 365 system administrator.
Your customer service team must define goal metrics to track and measure all resolved cases.
You need to create a goal metric with a rollup field.
In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.

Answer:

Explanation:

Explanation

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/sales-enterprise/create-edit-goal-metric


NEW QUESTION # 355
You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review.
You approve some articles and revert some articles to draft status.
For each action, what should you do next? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:


NEW QUESTION # 356
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