MB-230 Exam Sims - MB-230 Latest Exam Format

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Microsoft MB-230 Exam Syllabus Topics:

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

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q24-Q29):

NEW QUESTION # 24
Hotspot Question
A client plans to implement a case resolution process.
Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:


NEW QUESTION # 25
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.
You are configuring a business process flow for a case entity.
All cases must be flagged for review.
You need to complete configuration of the business process flow.
Solution: Set the input parameter type as Option set for the action.
Does the solution meet the goal?

Answer: B

Explanation:
Section: Topic 1, Perform Configuration


NEW QUESTION # 26
You are a Dynamics 365 for Customer Service administrator.
You need to implement queues to manage cases.
Which queue types should you use? To answer, drag the appropriate queue types to the correct scenarios. 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:

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


NEW QUESTION # 27
You work for a pharmaceutical company that distributes vaccines.
Vaccines must be kept below negative 60 degrees Celsius or they cannot be used. The company requires a solution that meets the following requirements:
* Monitor vaccine temperatures during transportation.
* Create a customer service case if the temperature goes above negative 60 degrees Celsius.
You need to implement the solution.
Which technologies should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:


NEW QUESTION # 28
You need to set up users with permissions to use the digital messaging channels.
Which role should you assign to each user? To answer, drag the appropriate roles to the correct groups of users. Each role 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:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-agent-overview
https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave1/dynamics365-customer-service/omnichannel-supervisor-experience-enhancements
https://docs.microsoft.com/en-us/dynamics365-release-plan/2021wave1/service/dynamics365-customer-service/agent-productivity


NEW QUESTION # 29
......

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