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Microsoft MB-230 Exam Syllabus Topics:

Section	Objectives
Topic 1: Manage service level agreements (SLAs) and entitlements	- SLAs configuration 1. Define SLA KPIs 2. Track SLA compliance - Entitlements 1. Create and manage entitlements
Topic 2: Manage cases and knowledge	- Case management 1. Create and resolve cases 2. Automate case routing - Knowledge management 1. Knowledge articles creation and lifecycle 2. Search and knowledge usage
Topic 3: Analyze and improve customer service insights	- Reporting and dashboards 1. Use analytics in Customer Service
Topic 4: Implement omnichannel for customer service	- Omnichannel setup 1. Routing and work distribution 2. Chat, voice, and messaging configuration
Topic 5: Configure Dynamics 365 Customer Service	- Manage cases and queues 1. Case lifecycle management 2. Queue configuration and routing - Configure customer service applications 1. Configure basic system settings 2. Set up Dynamics 365 Customer Service app

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q337-Q342):

NEW QUESTION # 337
Customer service agents do not have access to Customer Service historical analytics reports in Dynamics 365 Customer Service.
You need to provide access to the reports.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. Create a new model-driven app to expose the reports and provide app access to the Customer Service Representative security role.
B. Edit the Customer Service Representative Manager security role to provide read-only access to analytics reports.
C. Create a new security role and provide read-only access to analytics reports.
D. Edit the Customer Service Representative security role to provide read-only access to analytics reports.

Answer: A,D

NEW QUESTION # 338
A company is Implementing Dynamics 365 Customer Service and Power Virtual Agents tor its support desk.
Supervisors hove the following information requirements:
* Topic analytics for all cases completed over the last year.
* Analytics for chatbot options chosen from past interactions with customers.
You need to configure the system to meet the requirements.
What should you enable in the configuration? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:

NEW QUESTION # 339
You need to set the schedule to meet requirements for appointments.
How should you configure the settings? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation
Box 1: 30 minutes
Nurses and doctors must be booked for 30-minute time slots.
Box 2: 8: A.M.
The company is open from 8 AM to midnight Monday through Friday to provide services. Patients can make appointments by calling or using the internet. All appointments are conducted by phone or by using a computer.
Box 3: 12.00 A.M.
Box 4: 3
Patients must be offered at least three alternative times to schedule an appointment.

NEW QUESTION # 340
A company has a Customer Service environment
The company plans to implement Customer Service Analytics dashboards.
You need to configure the dashboards in Power Bl.
Which order should you perform the actions in? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.

Answer:

Explanation:

NEW QUESTION # 341
You are a Dynamics 365 for Customer Service administrator. The organization has multiple business process flows for warranty management.
You need to manage business process flows.
What should you configure? To answer, select the appropriate configuration in the answer area.
NOTE:Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION # 342
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