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Microsoft MB-230 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Implement scheduling5%- Manage resources
  • 1. Configure resource calendars and working hours
  • 2. Define resources and resource groups
- Manage services
  • 1. Define service activities
  • 2. Schedule service activities
Topic 2: 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 Power BI integration
  • 2. Configure Customer Service historical analytics
  • 3. Configure dashboards and charts
Topic 3: 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. Use hierarchical SLA configurations
  • 2. Define and configure SLA KPIs
  • 3. Enable SLAs for entities
  • 4. Create SLA items and actions
Topic 4: Implement Connected Customer Service10%- Configure IoT integration
  • 1. Manage IoT devices
  • 2. Configure IoT alerts
  • 3. Create cases from IoT alerts
- Manage Connected Customer Service scenarios
  • 1. Configure proactive service
  • 2. Manage customer assets
  • 3. Configure asset management
Topic 5: Manage cases and Knowledge Management20%- Manage Knowledge Management
  • 1. Create and manage knowledge articles
  • 2. Use knowledge article templates
  • 3. Configure entities for Knowledge Management
  • 4. Manage the Knowledge Management lifecycle
- Create and manage cases
  • 1. Identify and create cases from activities
  • 2. Use case routing rules
  • 3. Analyze cases with interactive dashboards
  • 4. Create case and child case
  • 5. Customize case views
Topic 6: Implement routing10%- Manage queues and routing
  • 1. Configure advanced routing rules
  • 2. Configure routing rules
  • 3. Create and manage queues
- Configure unified routing
  • 1. Configure work classification
  • 2. Configure work distribution
  • 3. Configure assignment methods
Topic 7: 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 8: Implement multi-session experiences for Customer Service20%- Configure and manage Omnichannel
  • 1. Manage context variables
  • 2. Configure routing and assignment
  • 3. Configure work streams and queues
  • 4. Configure agent scripts
- Manage channels
  • 1. Configure Voice
  • 2. Configure SMS
  • 3. Configure Chat
  • 4. Configure Microsoft Teams integration
- Configure the Customer Service workspace
  • 1. Configure apps and templates
  • 2. Configure notifications
  • 3. Configure session management
  • 4. Configure productivity tools

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q77-Q82):

NEW QUESTION # 77
You are configuring Dynamics 365 Customer Service workspaces.
Users want to use minimal keystrokes and easy-to-use navigation to open multiple sessions.
You need to configure the simplified navigation experience.
What should you do?

Answer: D

Explanation:
Customize Customer Service workspace
You can use your browser's developer tools to customize some aspects of the Customer Service workspace.
Turn on the enhanced multisession workspace (preview)
With Customer Service workspace open, press the F12 key to open the developer tools window.
In the console window, type the following command and press Enter: Xrm.Utility.getGlobalContext().saveSettingValue("msdyn_MultiSessionLayoutImprovements",true) Refresh the app page.
Note: If you turn on the enhanced multisession workspace, the enhanced experience applies in both Customer Service workspace and Omnichannel for Customer Service.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/csw-overview#turn-on-the-enhanced-multisession-workspace-preview
https://docs.microsoft.com/en-us/dynamics365/customer-service/csw-overview#simplify-navigation-in-customer-service-workspace


NEW QUESTION # 78
You are setting up knowledge management in Dynamics 365 Customer Service.
Management wants to view the statistics on which keywords are searched the most by agents when they use the knowledge base. You need to ensure that management can view the top search words. Which two steps should you configure? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

Answer: B,D


NEW QUESTION # 79
You are a Dynamics 365 for Customer Service administrator.
You need to categorize activities and cases by using queues.
How should you categorize each record? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation


NEW QUESTION # 80
You need to decide which action is applicable in the SLA.
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:
Graphical user interface, text, application Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements


NEW QUESTION # 81
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.
A company has a Customer Service environment and implements historical analytics reports.
Users report that they are not able to access the historical analytics reports.
You need to ensure users can access the reports.
Solution: Modify the historical analytics report to display to the users.
Does the solution meet the goal?

Answer: B


NEW QUESTION # 82
......

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