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Microsoft MB-230 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Implement routing and work distribution	2-6%	- Configure unified routing 1. Set up workstreams and queues 2. Define routing rules and decision trees
Topic 2: Implement scheduling	10-14%	- Configure service scheduling 1. Set up resources and resource groups 2. Define service activities and requirements 3. Implement scheduling rules and availability
Topic 3: Manage analytics, visualizations, and insights	5-9%	- Implement Customer Voice surveys and feedback - Create and manage dashboards and reports 1. Use out-of-box Customer Service reports 2. Build custom dashboards and visualizations
Topic 4: Implement Customer Service multi-session experience	5-9%	- Configure Customer Service workspace 1. Integrate channels and productivity tools 2. Set up app profiles and session templates
Topic 5: Manage cases and knowledge management	51-55%	- Create and manage cases 1. Manage case hierarchies and relationships 2. Configure case types and statuses 3. Implement case routing and queues - Configure Dynamics 365 Copilot for Service - Implement knowledge management 1. Create and manage knowledge articles 2. Configure knowledge search and recommendations 3. Integrate knowledge with cases and portals
Topic 6: Manage entitlements and service level agreements (SLAs)	15-19%	- Implement SLAs 1. Define SLA KPIs and timelines 2. Configure SLA actions and warnings 3. Manage SLA calculations and pauses - Configure entitlements 1. Associate entitlements with customers and cases 2. Define entitlement terms and restrictions
Topic 7: Implement Microsoft Power Platform integration	2-6%	- Integrate Power Apps and Power Automate 1. Create custom forms and workflows 2. Connect Customer Service with other apps
Topic 8: Implement Connected Customer Service	2-6%	- Set up IoT and field service integration

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q81-Q86):

NEW QUESTION # 81
A company implements Dynamics 365 for Customer Service. You are assigned a case.
You accidently close the case before completing your work.
You need to ensure that you can continue to work on the case.
What should you do?

A. Reassign the case
B. Clone the case
C. Change the status reason to In Progress
D. Reactivate the case

Answer: D

Explanation:
Section: Topic 2, Manage cases and the knowledge base

NEW QUESTION # 82
You ate creating a bot by using Power Virtual Agents to work within Dynamics 365 Customer Service. The bot must support voice and chat capabilities. The bot must also meet the following requirements:
* When a user starts the conversation, the bot should ask if they need help with installation or support.
* The user must be able to talk to a live person when requested.
You need to configure the bot.
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:

NEW QUESTION # 83
You are a Dynamics 365 system administrator.
The customer service desk needs to be able to apply service level agreements (SLAs) on demand to customers that do not have SLAs.
You need to determine how SLAs on demand can be assigned.
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. Assign SLAs manually to records.
B. Automatically apply SLAs to records based on business logic.
C. Create a new SLA for each case that does not have a customer SLA.
D. Use an existing customer SLA and change the conditions after assigning the SLA to the customer record.
E. Go into the SLA configuration and assign it to a customer.

Answer: A,B

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements#apply-slas-on-demand

NEW QUESTION # 84
You are creating a translation for an existing Knowledge article in Dynamics 365 Customer Service. You need to configure the elements that support translation.
Which two elements should you configure? Each correct answer presents part of the solution. Choose two. NOTE: Each correct selection is worth one point.

A. subject
B. content
C. feedback
D. keywords

Answer: B,D

NEW QUESTION # 85
A company manufactures, installs, and maintains residential water filtration systems. The company implements Dynamics 365 Customer Service.
Installation technicians call support technicians when they encounter issues during system installations.
You must create step-by-step documentation for the support technicians.
Which two fields must you include? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. Owner
B. Agent script
C. Language
D. Description

Answer: B,D

NEW QUESTION # 86
......

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