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Microsoft MB-230 Exam Syllabus Topics:

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

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The NewPassLeader is committed from the day first to ace the Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) exam questions preparation at any cost. To achieve this objective NewPassLeader has hired a team of experienced and qualified MB-230 certification exam experts. They utilize all their expertise to offer top-notch Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) exam dumps. These Microsoft MB-230 exam questions are being offered in three different but easy-to-use formats.

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q43-Q48):

NEW QUESTION # 43
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 implement Dynamics 365 Customer Service for a call center.
The call center supervisor has the following requirements for the Customer Service workspace functionality:
- Automate agents' repetitive tasks.
- Enable agents to share knowledge articles with customers.
You need to ensure that the implementation meets the requirements.
Solution: Create a macro with a Power Automate flow connector.
Does the solution meet the goal?

Answer: A


NEW QUESTION # 44
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 # 45
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet 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.
Your company provides clients with Dynamics 365 for Customer Service Voice of the Customer employee satisfaction surveys. The company has a standardized set of survey questions named Satisfaction Survey.
You need to customize the survey for each client.
Solution: Create custom question types. Add the custom question types to a new survey. Customize the questions.
Does the solution meet the goal?

Answer: A


NEW QUESTION # 46
A company uses Dynamics 365 Customer Service. The company connects chatbots to its Omnichannel configuration.
The chatbot does not escalate calls to agents.
You need to troubleshoot the chatbot issue.
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.
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 # 47
A company uses Dynamics 365 Customer Service and Microsoft Teams.
A project requires the creation of an automated tool to provide recommendations when addressing specific client needs. The tool must be interactive and allow agents to best serve their client base. All communications will be run through Teams chat You need to configure the smart assist chatbot 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:
* Configure the chatbot App settings file 1 2 .
* Publish the webapp to the Microsoft Azure tenant 1 2 .
* Update the chatbot messaging endpoint 1 2 .
* Enable the Teams channel 1 2 .
* Set the Smart Assist Admin configuration 3 .
* Test the chatbot 1 2 .
For more information, you can refer to the following links:
* Build a smart assist bot
* Manage smart assist


NEW QUESTION # 48
......

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