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Microsoft MB-230 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Manage cases and Knowledge Management20%- Create and manage cases
  • 1. Create case and child case
  • 2. Identify and create cases from activities
  • 3. Analyze cases with interactive dashboards
  • 4. Use case routing rules
  • 5. Customize case views
- Manage Knowledge Management
  • 1. Manage the Knowledge Management lifecycle
  • 2. Configure entities for Knowledge Management
  • 3. Create and manage knowledge articles
  • 4. Use knowledge article templates
Topic 2: Manage analytics, visualizations, and insights10%- Manage insights
  • 1. Monitor and improve service with analytics
  • 2. Analyze conversation insights
  • 3. Analyze Omnichannel insights
- Configure Customer Service Insights
  • 1. Configure Customer Service historical analytics
  • 2. Configure dashboards and charts
  • 3. Configure Power BI integration
Topic 3: Implement multi-session experiences for Customer Service20%- Configure the Customer Service workspace
  • 1. Configure productivity tools
  • 2. Configure apps and templates
  • 3. Configure session management
  • 4. Configure notifications
- Configure and manage Omnichannel
  • 1. Configure agent scripts
  • 2. Manage context variables
  • 3. Configure routing and assignment
  • 4. Configure work streams and queues
- Manage channels
  • 1. Configure Microsoft Teams integration
  • 2. Configure Chat
  • 3. Configure SMS
  • 4. Configure Voice
Topic 4: Implement scheduling5%- Manage resources
  • 1. Define resources and resource groups
  • 2. Configure resource calendars and working hours
- Manage services
  • 1. Schedule service activities
  • 2. Define service activities
Topic 5: Implement Microsoft Power Platform10%- Configure Power Automate
  • 1. Create and manage flows
  • 2. Configure triggers and actions
  • 3. Use Common Data Service connector
- Configure Power Virtual Agents
  • 1. Integrate chatbots with Customer Service
  • 2. Create chatbots
  • 3. Configure topics and entities
Topic 6: 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 distribution
  • 2. Configure assignment methods
  • 3. Configure work classification
Topic 7: Manage entitlements and SLAs15%- Create and manage entitlements
  • 1. Apply entitlements to cases
  • 2. Create and activate entitlements
  • 3. Define and manage entitlement templates
- Create and manage SLAs
  • 1. Define and configure SLA KPIs
  • 2. Use hierarchical SLA configurations
  • 3. Create SLA items and actions
  • 4. Enable SLAs for entities
Topic 8: Implement Connected Customer Service10%- Configure IoT integration
  • 1. Configure IoT alerts
  • 2. Manage IoT devices
  • 3. Create cases from IoT alerts
- Manage Connected Customer Service scenarios
  • 1. Configure asset management
  • 2. Manage customer assets
  • 3. Configure proactive service

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Free PDF Quiz High-quality MB-230 - Valid Test Microsoft Dynamics 365 Customer Service Functional Consultant Test

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q88-Q93):

NEW QUESTION # 88
You are configuring Copilot in Dynamics 365 Customer Service.
You attempt to enable the Ask a Question feature, but it is unavailable due to missing knowledge sources. You need to add the missing knowledge sources to enable Ask a Question.
Which three knowledge sources should you use? Each correct answer presents a complete solution. Choose three.
NOTE: Each correct selection is worth one point.

Answer: A,B,C


NEW QUESTION # 89
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:

Explanation

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queuesmanage-ac


NEW QUESTION # 90
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?

Answer: B

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


NEW QUESTION # 91
You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review.
You approve some articles and revert some articles to draft status.
For each action, what should you do next? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:


NEW QUESTION # 92
You install Microsoft Dynamics 365.
Which three knowledge base article templates are available? Each correct answer presents a complete solution.

Answer: B,C,D

Explanation:


NEW QUESTION # 93
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