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Microsoft MB-230 Exam Syllabus Topics:

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

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q23-Q28):

NEW QUESTION # 23
A company implements Customer Service
You enable Customer Service historical analytics.
You need to identify which feature is enabled automatically when Customer Service historical analytics is enabled.
Which feature should you identify?

Answer: A


NEW QUESTION # 24
A company uses Dynamics 365 Customer Service.
You need to implement queues to meet company requirements.
Which types of queues should you use? To answer, drag the appropriate queue types to the correct requirements. Each queue type 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.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation
Text Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases


NEW QUESTION # 25
A company enables custom context variables on a chat widget.
Users report that the context variables are not being populated on new chats.
You need to troubleshoot the issue by querying the event listeners.
Which listener is required to be running?

Answer: A


NEW QUESTION # 26
You need to select which setting needs to be configured for each setup.
Which settings should you select? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams
https://docs.microsoft.com/en-us/dynamics365/customer-service/enable-skill-routing-create-rating-model


NEW QUESTION # 27
You are an Omnichannel supervisor for a company.
The company wants to deploy an Omnichannel Insights dashboard.
You need to set up and monitor KPIs.
In which section is each KPI located? To answer, drag the appropriate sections to the correct KPIs. Each section may be used once, more than once, of not at all. You may need to drag the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation
Graphical user interface, text, application Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-insights-dashboard


NEW QUESTION # 28
......

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