MB-230 Official Study Guide & Latest MB-230 Test Vce

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Microsoft MB-230 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Implement routing10%- Configure unified routing
  • 1. Configure work distribution
  • 2. Configure assignment methods
  • 3. Configure work classification
- Manage queues and routing
  • 1. Create and manage queues
  • 2. Configure routing rules
  • 3. Configure advanced routing rules
Topic 2: 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 3: Implement Microsoft Power Platform10%- Configure Power Virtual Agents
  • 1. Create chatbots
  • 2. Configure topics and entities
  • 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
Topic 4: Manage cases and Knowledge Management20%- Manage Knowledge Management
  • 1. Create and manage knowledge articles
  • 2. Use knowledge article templates
  • 3. Manage the Knowledge Management lifecycle
  • 4. Configure entities for Knowledge Management
- Create and manage cases
  • 1. Use case routing rules
  • 2. Analyze cases with interactive dashboards
  • 3. Identify and create cases from activities
  • 4. Customize case views
  • 5. Create case and child case
Topic 5: Manage analytics, visualizations, and insights10%- Manage insights
  • 1. Analyze conversation insights
  • 2. Monitor and improve service with analytics
  • 3. Analyze Omnichannel insights
- Configure Customer Service Insights
  • 1. Configure dashboards and charts
  • 2. Configure Customer Service historical analytics
  • 3. Configure Power BI integration
Topic 6: Implement multi-session experiences for Customer Service20%- Manage channels
  • 1. Configure Microsoft Teams integration
  • 2. Configure Chat
  • 3. Configure Voice
  • 4. Configure SMS
- Configure the Customer Service workspace
  • 1. Configure notifications
  • 2. Configure apps and templates
  • 3. Configure session management
  • 4. Configure productivity tools
- Configure and manage Omnichannel
  • 1. Manage context variables
  • 2. Configure agent scripts
  • 3. Configure routing and assignment
  • 4. Configure work streams and queues
Topic 7: Manage entitlements and SLAs15%- Create and manage entitlements
  • 1. Create and activate entitlements
  • 2. Define and manage entitlement templates
  • 3. Apply entitlements to cases
- Create and manage SLAs
  • 1. Use hierarchical SLA configurations
  • 2. Define and configure SLA KPIs
  • 3. Enable SLAs for entities
  • 4. Create SLA items and actions
Topic 8: Implement Connected Customer Service10%- Manage Connected Customer Service scenarios
  • 1. Configure proactive service
  • 2. Manage customer assets
  • 3. Configure asset management
- Configure IoT integration
  • 1. Manage IoT devices
  • 2. Configure IoT alerts
  • 3. Create cases from IoT alerts

>> MB-230 Official Study Guide <<

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q178-Q183):

NEW QUESTION # 178
A company uses Dynamics 365 Customer Service.
Help desk representatives must be able to open multiple sessions. Each representative must have the same application experience when logging into the application. Agents must provide a standard response depending on what the customer issue is when someone calls in for support. The standardized response must use the same language each time.
You need to configure the required features.
What should you configure? To answer drag the appropriate configurations to the correct requirements. Each configuration 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:


NEW QUESTION # 179
Hotspot Question
A customer service manager needs a new business process flow to manage support for a product rollout for bicycles. There are two bicycle models: standard and high performance.
Support representatives must be able to:
- Specify the model of the bicycle.
- Capture comments from customer support issues if the bicycle is the
high-performance model.
You need to create the business process flow.
What should you configure for each requirement? To answer, select the appropriate options in the answer area.

Answer:

Explanation:


NEW QUESTION # 180
You are creating a new survey with the Voice of the Customer Survey designer.
Which two statements regarding the Voice of the Customer Survey designer are true? Each correct answer presents a complete solution.

Answer: A,B

Explanation:
https://neilparkhurst.com/2018/02/01/mb2-718-certification-microsoft-dynamics-365-customer- service-voice-of-the-customer-part-one/


NEW QUESTION # 181
You are the Dynamics 365 administrator for a help desk. You merge CaseB into CaseA. You need to examine each case and determine what occurred.
What is the result of the merge? To answer, select the appropriate action in the dialog box in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation


NEW QUESTION # 182
You need to add SLA timers to the Case form.
Which two options should you configure? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

Answer: A,C

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/add-timer-control-case-form-track-time-against-sla


NEW QUESTION # 183
......

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