值得信賴的Microsoft MB-230：Microsoft Dynamics 365 Customer Service Functional Consultant題庫 -優秀的KaoGuTi MB-230題庫最新資訊

BONUS!!! 免費下載KaoGuTi MB-230考試題庫的完整版：https://drive.google.com/open?id=1FAraGLGTyotsZwO32I04lhOkADiTycv0

KaoGuTi的MB-230考古題的命中率很高，可以幫助大家一次通過考試。這是經過很多考生證明過的事實。所以不用擔心這個考古題的品質，這絕對是最值得你信賴的考試資料。如果你還是不相信的話，那就趕快自己來體驗一下吧。你绝对会相信我的话的。

Microsoft MB-230 Exam Syllabus Topics:

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

>> MB-230題庫 <<

MB-230題庫最新資訊，MB-230考古題分享

我們KaoGuTi Microsoft的MB-230的考試考古題是經過實踐檢驗的，我們可以提供基於廣泛的研究和現實世界的經驗，我們KaoGuTi擁有超過計畫0年的IT認證經驗，MB-230考試培訓，包括問題和答案。在互聯網上，你可以找到各種培訓工具，準備自己的MB-230考試認證，KaoGuTi的MB-230考試試題及答案是最好的培訓資料，我們提供了最全面的驗證問題及答案，讓你得到一年的免費更新期。

最新的 Microsoft Dynamics 365 MB-230 免費考試真題 (Q176-Q181):

問題 #176
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.

答案：

解題說明：

Explanation
Box 1: Categories only
Box 2: Categories and Subjects
Note:
* Using the Categories entity, you can create hierarchical categorical data to help group records. Categorizing entity records in Dynamics 365 Customer Service helps you tag the records so that you can easily search them.
Use the entity to create and manage a logical structure of categories in Dynamics 365 Customer Service, and then associate entity records to one or more categories.
Categories are useful for reporting, sorting, segmenting, and categorization of records.
* The customer engagement apps (Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, Dynamics 365 Marketing, and Dynamics 365 Project Service Automation), include a subject organizational structure that lets you mark and categorize service cases, knowledge base articles, products, and sales literature. By using the subject hierarchy, you can classify service cases to quickly provide service to your customer. You can also provide the appropriate sales literature. You'll also be able to better understand gaps in your sales literature, evaluate service quality by subject area, and improve reporting on the performance of your products.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-manage-categories
https://docs.microsoft.com/en-us/power-platform/admin/define-subjects-categorize-cases-products-articles


問題 #177
A company uses Customer Service to manage support cases and agent performance.
The company plans to implement historical analytics.
You need to implement historical analytics by using out-of-the-box solutions when possible.
Which solutions should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

答案：

解題說明：

Explanation:


問題 #178
You use Dynamics 365 for Customer Service.
You need to merge cases.
What is the outcome for the merge process? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.

答案：

解題說明：

Explanation:


問題 #179
You are using Dynamics 365 Customer Service. You are viewing a knowledge base (KB) article from a case record. Knowledge management is set up to use an external portal.
You need to link the article to the case and share the article with the customer.
What is the solution for each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

答案：

解題說明：

Explanation:
Text Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/find-knowledge-articles-within-record-dynamic


問題 #180
A customer has three cases in process and two cases for the current calendar year.
You need to determine how many cases the customer has left on their entitlement.
How many cases are left?

答案：D

解題說明：
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-termscustome


問題 #181
......

我們的Microsoft MB-230題庫是由專業的IT團隊以最好的技術水準制作而得到的學習資料，其中整合最新的MB-230考試問題得到而來，以確保您購買我們的題庫資料是真實有效的，即使是新手也可以快速輕松獲得Microsoft MB-230認證。對于如此有效的考古題，趕快加入購物車吧！付款之后您就可以立即下載所購買的MB-230題庫，這將會讓您在您的考試中獲得高分，并順利的通過MB-230考試。

MB-230題庫最新資訊: https://www.kaoguti.com/MB-230_exam-pdf.html

從Google Drive中免費下載最新的KaoGuTi MB-230 PDF版考試題庫：https://drive.google.com/open?id=1FAraGLGTyotsZwO32I04lhOkADiTycv0